Refund & Return Policy

Refund & Return Policy

Last Updated: September 2026

At Urban Sole, we want you to feel confident when shopping for footwear online.

We understand that choosing the correct shoe size online can sometimes be difficult. For this reason, we provide an exchange process subject to the conditions below.

Size Exchange

If the shoe size you ordered does not fit correctly, you may request a size exchange within 7 days of receiving your order, subject to availability and the conditions mentioned in this policy.

The replacement size must be available at the time your exchange request is processed.

Exchange Conditions

To qualify for an exchange:

  • The exchange request must be made within the applicable 7-day period.

  • Shoes must be unused and unworn.

  • Shoes must be returned in their original condition.

  • The original packaging should be included where applicable.

  • Shoes must not have signs of use, dirt, damage or alteration.

  • Proof of purchase or order details may be required.

Items that do not meet these conditions may not qualify for exchange.

How to Request an Exchange

To request a size exchange:

  1. Contact Urban Sole through our Contact Us page or available customer support channel.

  2. Provide your order number and the reason for the exchange.

  3. Tell us the size you require.

  4. Our team will review your request and guide you through the next steps.

Damaged or Incorrect Items

If you receive a product that is damaged, defective or different from what you ordered, contact us as soon as possible after receiving the parcel.

Please provide your order details and clear photographs or videos where requested so that our team can review the issue.

Refunds

Refunds are handled according to the circumstances of the order and our applicable return/refund process.

If a refund is approved, the applicable refund method and processing time will be communicated to the customer.

Items That May Not Qualify

An item may not qualify for exchange or refund if:

  • It has been worn or used.

  • It has been damaged after delivery due to customer use.

  • It has been altered or repaired.

  • It is returned without the required order information.

  • The request is made outside the applicable return or exchange period.

Important Note

Please do not send an item back without first contacting Urban Sole and receiving instructions from our team.

Exchange and refund requests are reviewed individually according to the condition of the product and the applicable policy.

For assistance, please contact us through our Contact Us page.