Return & Refund Policy

Return & Refund Policy

Company: Soleheaven (operated by Sam Fawcett Ltd, Company No. 15175817)
Registered Office: 5 Canon Court, Institute Street, Bolton, England, BL1 1PZ
Support: contact@soleheaven.co.uk

Return Window

We offer a 14-day return period for orders delivered to the UK and EU. You have 14 days from the day you receive your item to request a return.

Eligibility & Condition

  • Items must be in the same condition received: unworn/unused, with all tags attached, in the original packaging and undamaged shoe box (if applicable).
  • Please include your order number or proof of purchase.
  • Items returned with signs of wear, missing packaging, or damage may be declined or subject to a partial refund at our discretion.

How to Start a Return

  1. Email us at contact@soleheaven.co.uk within 14 days of delivery and include your order number, item(s), and reason for return.
  2. We’ll reply with return authorization, instructions, and the return address. Items sent back without authorization cannot be accepted.
  3. Return the parcel within 14 days of receiving our instructions and retain your postage receipt/tracking.

Return Shipping Costs

Customers are responsible for return shipping costs for change-of-mind/size-fit returns. Upon request, we can provide a prepaid label and deduct the label cost from your refund once the return is approved.

Faulty, Damaged or Incorrect Items

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or incorrect. We will provide a prepaid return label where appropriate and offer a remedy in line with consumer law (repair, replacement, or refund).

Exchanges

The quickest way to get a different size or product is to return the original item (following the steps above) and place a new order once your return is accepted.

Items That Cannot Be Returned

  • Gift cards
  • Final-sale items (where clearly marked at purchase)
  • Personalised or custom items
  • Hygiene-sensitive items such as socks/underwear if opened
  • Hazardous materials, flammable liquids or gases

This does not affect your statutory rights.

EU 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel within 14 days for any reason. Items must meet the eligibility conditions above.

Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the credit.

If it’s been more than 15 business days since approval and you have not received your refund, please contact us at contact@soleheaven.co.uk.

Shipping Charges & Multi-Item Orders

Original shipping charges are non-refundable unless we made an error or the item was faulty. For multi-item orders, shipping costs and handling may vary based on total weight/volume; the final cost is shown at checkout.

Returns Address

Return instructions will include the current returns address. Unless otherwise instructed, returns are processed at:
Soleheaven Returns
5 Canon Court, Institute Street
Bolton, England, BL1 1PZ

If anything is unclear or you have questions about your specific item, contact us at contact@soleheaven.co.uk.