Refund policy

Refund & Return Policy

We want you to be completely satisfied with your purchase from SolaceStep. We offer a transparent 30-Day Return Policy, which means you have 30 days after receiving your item to request a return.

1. Your UK Statutory Rights (14-Day Right to Cancel)

If you are a customer located in the United Kingdom, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, for any reason. Our 30-Day Return Policy operates in addition to, and does not affect, your statutory rights.

2. Return Conditions & Hygiene Exceptions

To be eligible for a standard return (change of mind), your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You may try on footwear (like slides) indoors to check the fit, just as you would in a physical retail store.

Hygiene Warning: For health and hygiene reasons, certain sealed goods (such as specific footcare accessories or insoles) cannot be returned if the sealed packaging has been opened or broken after delivery, unless the item is faulty.

3. How to Start a Return

To start a return, please email us at support.solacestep@gmail.com with your order number.

Once your return is acknowledged, you can send the item back to our UK processing facility: SolaceStep Returns Unit 165419, Courier Point 13 Freeland Park, Wareham Road Poole, Dorset, BH16 6FH United Kingdom

Note: Please ensure you include your order number or a printout of your receipt inside the package so we can identify your return.

4. Return Shipping Costs

  • Change of Mind: If you are returning an item because you changed your mind or ordered the wrong size, you are responsible for paying the return shipping costs. We highly recommend using a trackable shipping service, as we cannot issue a refund for items lost in transit.

  • Faulty or Incorrect Items: Under the Consumer Rights Act 2015, if your item arrives damaged, defective, or is not what you ordered, please contact us immediately. We will arrange for a replacement or a full refund, and we will cover the return shipping costs.

5. Refunds Processing

We will notify you once we’ve received and inspected your return at our UK facility. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund (typically 3-5 additional business days). If more than 15 business days have passed since we approved your return, please contact us.

6. Exchanges

The fastest way to ensure you get the right size or colour is to return the item you have, and once the return is accepted, make a separate purchase for the new item.