You have 30 days from the delivery date to start a return or an exchange. We send you a prepaid return label to download and print. Return shipping is free. We do not charge a restocking fee.
Your order is made in China and shipped to you directly, but returns stay inside the United States — the prepaid label we send you goes to our returns center in Hillsboro, Oregon. You never ship anything abroad and you never pay a customs or return fee.
What you can return
| Situation | What you get | Return shipping |
|---|---|---|
| Wrong size, or you changed your mind | Refund of the item price, or a free exchange | Free. We email you a prepaid label. |
| Item arrived damaged, faulty or wrong | Free replacement, or a full refund including shipping | No return needed. Send us a photo. |
| Item was worn, washed or altered | Not eligible | — |
We accept returns for defective items and for items you changed your mind about. Items must be new and unused, with tags and original packaging. For our tees, hoodies and toddler tees that means unworn and unwashed, with the label still attached. This applies to towels and pillow covers too.
Returns are accepted by mail only.
How to return
- Email support@solematekicks.com within 30 days of delivery, or call +1 (214) 688-2316 Monday to Friday, 9:00 AM to 5:00 PM Pacific. Include your order number and the reason.
- We reply within 1 business day with a prepaid return label to download and print.
- Pack the item, attach the label and drop it off with the carrier named on the label.
- We issue your refund within 7 business days after your return arrives at our returns center. Your bank or card issuer then posts it to your account on its own schedule.
Exchanges
We accept exchanges, including a different size or color. Tell us the new size, color or design in your first email or call. We start the replacement as soon as the carrier scans your return, and we pay the shipping on the replacement. Because each item is made to order, a replacement takes the same 11–17 business days as a new order.
Damaged, faulty or wrong item
Email a photo within 30 days of delivery. We send a replacement free, or refund everything you paid, including shipping. You keep or donate the item. No return needed.
Refunds
- Refunds go back to the payment method you used at checkout.
- The item price is refunded in full. We do not charge a restocking fee.
- The $7.95 shipping fee is refunded when the return is our fault (damaged, faulty or wrong item). For change-of-mind returns the original shipping fee is not refunded.
- Import duties are included in the price you paid and are refunded with the item price. There is nothing separate for you to claim back.
Cancellations
You can cancel for a full refund until production starts. Call or email us right away with your order number. Once production has started, the order ships as normal and you can return it under this policy.
Return address
Use the prepaid label we send you. Returns go to our returns center, which is operated for us by a third-party fulfillment partner:
SOLVIERA SKINCARE LLC, Returns
8220 NE Walker Rd
Hillsboro, OR 97124
United States
Packages sent without a label, or outside the 30-day window, cannot be matched to your order and will delay your refund. Please do not ship a return to our Denver business address.
Contact
Phone: +1 (214) 688-2316, Monday to Friday, 9:00 AM to 5:00 PM Pacific Time. Outside those hours, leave a voicemail and we call you back on the next business day.
Email: support@solematekicks.com, answered within 1 business day.