At Urban Sole Trend, we’re committed to your complete satisfaction with our performance and lifestyle footwear. If you’re not entirely happy with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unworn, in original condition, and in their original packaging
  • All tags must be attached
  • Proof of purchase is required

Non-Returnable Items

For hygiene reasons, the following products cannot be returned or exchanged:

  • Shoe Care products (opened or used items)
  • Any footwear showing signs of wear or without original packaging

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service at [email protected] within 15 days of receiving your order
  2. Fill out the return/exchange request form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your items securely in the original packaging
  5. Ship your return to our warehouse (return shipping is at customer’s expense)

Return/Exchange Request Template

Copy and paste this template into your email to us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Urban Sole Trend Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details: – Product Name: [Product Name] – Size: [Size] – Reason for return/exchange: [Please specify] I have reviewed the return policy and confirm that the item meets all return requirements. Please advise on next steps. Best regards, [Your Full Name] [Your Contact Number]

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (except for defective/wrong items)

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • If the new item has a different price, we’ll process the difference accordingly
  • Exchanges are subject to product availability

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong or defective item). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a free return and replacement.

Note: International returns may be subject to customs fees which are the customer’s responsibility. Processing times may vary for international orders.

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at [email protected] or call us during business hours.

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