RETURNS POLICY

Returns Policy

This Returns Policy was last updated January 2021. 

Our policy lasts 30 days from date of delivery for regular priced items. Refund requests within 30 days of the item(s) being delivered will be refunded by way of original payment method.

We aim to process your return within 5 days of receiving the returned item(s). Refunds are automatically issued when a return is processed.

If the aforementioned timeframes have elapsed, we cannot offer you a refund or exchange. None of these rules affect your statutory rights. 

Footbed Guarantee

At SOLE, we create footbeds that deliver unrivalled comfort and support. We not only stand behind the quality and performance of every footbed we make, but also the personal satisfaction of our customers.

Your SOLE footbeds are warranted against defects in materials or workmanship, but if you are not satisfied with your SOLE footbeds for any reason at all, simply return them to the point of purchase with your receipt within 90 days of the original purchase for a replacement or refund.

Request a return

To complete your return, we require a receipt or proof of purchase (please do not send your purchase back to the manufacturer).

To be eligible for a return, your item(s) must be unused, unworn and in the same condition you received it. Item(s) must also be in the original packaging with any tags or labels still attached.

Contact us at consumersupport@2pure.co.uk and in your e-mail, please provide the following:

  • Order number
  • Product code, description and quantity of the item(s) you wish to return (shown on your packing slip).
  • Reason for return.

Once your e-mail request is received, our team will send you a returns reference along with an address to return your items.

    Return delivery

    You will be responsible for paying your own shipping costs for returning your item(s). Shipping costs are non-refundable.

    Returned items are your responsibility until they reach us, please make sure they’re packed up properly and cannot get damaged on the way! 

    We recommend getting a proof of postage or using a trackable shipping service, in case your need to contact us about your return, as the parcel remains your responsibility until it arrives back with us. 

    If you are shipping an item over £50, you should consider purchasing shipping insurance, if your method of post does not cover loss or damage in transit. 

    Exchanges 

    We cannot offer exchanges for items purchased, only refunds. For a replacement item you should place a new order online and your return will be treated separately.

      Damaged or Defective Items

      If you have received a damaged or defective item, please contact us immediately at consumersupport@2pure.co.uk

      A member of our team will contact you to arrange a replacement or refund. 

      Received an Incorrect item?

      If you have received an item which does not match what you ordered, please contact consumersupport@2pure.co.uk with the following information:

      • Order number
      • A description and quantity of all the item(s) received
      • A clear image(s) showing the incorrect item(s) received
      • A clear image(s) showing the product tag and barcode of incorrect item(s) received.

      Once received, an investigation will be opened by our team. You will be contacted within 2 business days with details on how to return the incorrect item(s), along with a free return shipping label.

      When the incorrect items have arrived back with us, we will inspect the items and arrange for the items initially ordered to be shipped.

      Exemptions

      Several types of items are exempt from being returned. Non-returnable items:

      • Gift cards

      Refunds (if applicable)

      Once your return is received and inspected our team will process a refund for the item(s).

      Returns will be processed in approximately 5 days from date of receipt.

      You will receive an e-mail notification once we have completed your return. Any refund will be automatically issued to the original payment method. This typically takes 10 working days depending on your payment provider.

      There are certain situations where only partial refunds are granted (if applicable):

      • Any item(s) not in its original condition; is damaged or missing parts for reasons not due to our error.
      • Any item(s) that is returned more than 30 days after delivery.

      This policy does not affect your statutory rights.

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