At Urban Sole Trend, we’re dedicated to providing premium footwear with exceptional service. Our policies are designed to make your shopping experience seamless from delivery to returns.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
Standard Shipping: $12.95 via DHL or FedEx
- Delivery within 10-15 business days after shipment
- Trackable service with delivery updates
Free Shipping: Available for orders over $50 via EMS
- Delivery within 15-25 business days after shipment
- Basic tracking available
Note: International shipments may be subject to customs fees which are the customer’s responsibility. Delivery times may vary for international destinations.
Returns & Exchanges
We want you to love your Urban Sole Trend footwear. If you’re not completely satisfied, you may return or exchange eligible items within 15 days of receiving your order.
Eligibility Requirements
- Items must be unworn, in original condition with all tags attached
- Original packaging must be included
- Proof of purchase is required
Non-Returnable Items
For hygiene reasons, the following cannot be returned:
- Shoe Care products (if opened or used)
- Any footwear showing signs of wear or without original packaging
How to Return or Exchange
- Contact us at [email protected] within 15 days of receiving your order
- Complete the return request using our template below
- Wait for approval – we’ll respond within 2 business days with return instructions
- Package securely in the original packaging
- Ship your return to our warehouse (return shipping is at customer’s expense)
Return/Exchange Request Template
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 are processed within 5-7 business days
- Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Original shipping fees are non-refundable (except for defective/wrong items)
Exchange Process
- We’ll ship your replacement once we receive your return
- Price differences will be processed accordingly
- Exchanges are subject to product availability
Damaged or Defective Items
If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange for a free return and replacement.
Need Help?
Our customer service team is happy to assist with any questions about shipping, returns or exchanges. Contact us at [email protected].
Last Updated: [Insert Date]