Refund policy
We understand that buying footwear online sometimes means a product may not be the right fit for you.
Solevixa offers eligible customers a 30-day return period subject to the conditions below.
1. Return Period
Return requests must be submitted within 30 days of the date your order is delivered.
Please contact us before sending any merchandise back.
Items returned without authorization may experience delays in processing or may not be accepted.
2. Eligible Return Condition
To qualify for a standard return, footwear must remain in suitable resale condition.
The item should be:
- Unworn
- Unused
- Clean
- Unaltered
- Free from stains
- Free from noticeable odors
- Free from outdoor wear
- Returned with original accessories where applicable
- Returned with original packaging when reasonably possible
We recommend trying shoes on indoors on a clean surface before deciding whether to keep them.
3. Items That May Not Qualify
Returns may be refused for:
- Shoes showing clear signs of outdoor wear
- Customer-damaged products
- Washed or altered merchandise
- Products with stains or strong odors
- Items missing important components
- Final Sale products clearly identified at purchase
- Return requests submitted after the return period
- Packages sent to an address that was not authorized by our customer service team
Applicable consumer rights remain unaffected where they cannot legally be excluded.
4. Starting Your Return
Before returning an item, email:
Please provide:
- Your order number
- Your full name
- The email used for the purchase
- The product you wish to return
- Your reason for returning it
For defective, damaged, or incorrect products, include clear photographs.
Our customer service team will review the request and provide the relevant return instructions.
5. Return Address
Please do not automatically return an item to the address printed on your original parcel.
Shipping labels may contain addresses belonging to carriers, warehouses, or logistics partners that are not authorized to receive customer returns.
Always follow the return instructions provided by solevixa@gmail.com.
Sending a package to an unauthorized address may prevent us from receiving or identifying the return.
6. Return Shipping Costs
For standard returns resulting from reasons such as:
- Incorrect size selection
- Fit preference
- Change of mind
- Color preference
- Accidental purchase
return shipping costs are normally paid by the customer.
If Solevixa confirms that the wrong product was shipped or the item arrived damaged or defective, the case will be reviewed separately and an appropriate solution will be provided.
7. Tracking Your Return
We recommend using a return shipping service that provides tracking.
Please keep your shipping receipt and tracking number until the return has been completed.
Solevixa cannot guarantee a refund for merchandise that does not reach the authorized return location.
8. Return Inspection
After an authorized return is received, the product may be inspected before the refund is approved.
We may review:
- Product condition
- Signs of wear
- Packaging
- Missing components
- Damage
- Whether the item matches the original purchase
Products that do not meet the return conditions may be ineligible for a full refund where permitted by law.
9. Refunds
When a refund is approved, it will generally be issued to the original payment method.
After we submit the refund, your bank, card issuer, or payment service may require additional business days before the funds appear.
The exact posting time is controlled by the financial institution.
10. Original Shipping Charges
Original shipping fees are normally non-refundable for standard customer-initiated returns.
Exceptions may apply where:
- Solevixa shipped an incorrect product
- A verified defect or shipping-related damage occurred
- Applicable law requires otherwise
11. Damaged Products
Please inspect your purchase shortly after delivery.
If an item arrives damaged, contact:
Provide:
- Your order number
- A description of the damage
- A full photograph of the product
- Close-up photographs of the affected area
- Packaging photographs when relevant
Please keep the original packaging until your case has been reviewed.
12. Incorrect Products
If the item received is different from your confirmed order, please contact us promptly.
Photographs of the item and any product or shipping labels may be requested to help verify the issue.
13. Exchanges
Direct exchanges depend on available inventory and may not always be offered.
If you need a different size, color, or style, our team may recommend returning the original product and placing a new order.
14. Cancellations
If you wish to cancel or modify an order, email:
as soon as possible.
We will attempt to help if fulfillment has not started.
Once the order has entered processing, packing, or shipment, cancellation or modification may no longer be possible.
15. Return and Refund Assistance
For all return and refund questions:
Please include your order number so our team can identify your purchase.