Return policy

Can I return my shoes?

Since all of our shoes are custom-made, we are unable to offer returns or refunds. However, our satisfaction guarantee applies to all standard sized and PrecisionFit orders.

What is your satisfaction guarantee?

If you’re not 100% happy with your new shoes, we’ll work with you, making the required adjustments, until you have your dream shoe. Please contact us at help@solelyoriginal.com to discuss this with us.

Fit Adjustments - free with our satisfaction guarantee

If your shoes don’t fit perfectly when they arrive, we’ll make size adjustments for free. Our satisfaction guarantee applies to standard sized and PrecisionFit shoes, however, some limitations apply to standard sized orders.

When you request amendments to the fit of standard sized shoes, adjustments can only be made in the length and width combinations of existing full or half sizes. For example, if your shoes are a UK 5 and you need a UK 5.5, we’ll gladly make this adjustment for free. If, however, your shoes are a UK size 6 and you want shoes that have the same length as a UK size 5, but with the width of a UK size 6, this will require PrecisionFit sizing amendments and cost at least £140 extra. If you struggle to fit comfortably in standard sized shoes and you’re looking for the perfect fit, we strongly recommend choosing our PrecisionFit service.

The shoes aren’t what I expected them to be. What do I do?

We are sorry to hear your shoes aren’t quite right for you yet. But don’t you worry! Simply contact us at help@solelyoriginal.com and we’ll work with you to make the required adjustments.

We’ll gladly make any required design adjustments to your shoes, however, any changes that are different from your original design & due to a change of mind (for example, changing material colour or type, adding trims, wanting a little extra heel height) will incur charges. Timelines and costs will be discussed with you before adjustments are made.

If you’re unsure about material colours and types, heel heights or any other design features, please contact our design experts. Find out how to measure heel height & order fabric swatches before purchasing.

Where do I send my shoes to after I have requested an alteration?

We will provide you with all the necessary information on how to send your shoes back to us once you have informed us that you would like your shoes to be altered.

How long will the alteration process take?

We understand that you can’t wait to wear your new custom-made shoes! We’ll work extra hard to get them altered and back to you as soon as possible. Please be aware that alteration timelines will vary depending on the type of changes required. Once we know what needs to be adjusted, we’ll share timelines and details with you. As soon as you’ve confirmed that you want the changes to go ahead, we’ll get started!

Our full returns policy is explained in our terms & conditions. Click here to view them.