Return Policy

At Soulle Signature, every pair of shoes is handcrafted with care using genuine leather and other premium materials. Because handcrafted leather shoes, particularly hand-finished or hand-painted soles, can show signs of wear very quickly, customers must take reasonable care when trying on their shoes.

We gladly accept eligible returns within 14 days of the original shipping date, provided the merchandise meets all requirements of this Return Policy.

Receipt of a returned item by Soulle Signature does not constitute acceptance of the return or approval of a refund. All returned merchandise is subject to inspection before a refund is issued.

Want to initiate a return?

Return Criteria

To qualify for a return and refund, the merchandise must be returned in new, unworn, unused, undamaged, and resalable condition.

Customers may try on their shoes solely to determine fit, sizing, and comfort. Shoes should only be tried on indoors on a clean, soft, preferably carpeted surface.

Please use particular care with leather and hand-painted soles. These surfaces can become scratched, scuffed, marked, or damaged immediately upon contact with hardwood flooring, tile, concrete, pavement, or other hard or abrasive surfaces.

Shoes showing signs of wear or damage may be rejected even if they were only worn inside the customer's home.

To qualify for a return, all of the following conditions must be satisfied:

  1. Complete Pair
    Both shoes must be returned together as the original matching pair.
  2. Original Condition
    The shoes must be returned in substantially the same new, unused, and undamaged condition in which they were received.
  3. No Signs of Wear
    Shoes must not show signs of outdoor wear, extended indoor wear, or use beyond what is reasonably necessary to determine fit.
  4. No Scratches, Scuffs, or Damage
    Shoes must be free from scratches, scuffs, cuts, abrasions, stains, discoloration, dents, marks, tears, or other visible damage.
  5. Soles Must Be Unworn
    Soles must not show scuffing, scratches, dirt, wear marks, paint loss, abrasion, or other signs that the shoes have been walked on beyond a reasonable indoor fitting.
  6. No Excessive Creasing
    Leather uppers must not display excessive creasing, wrinkling, stretching, bending, deformation, or other signs indicating that the shoes have been worn beyond what is reasonably necessary to determine fit.
  7. Original Shape and Form
    The shoes, uppers, soles, heels, insoles, lining, laces, tassels, buckles, and other components must maintain their original shape, structure, and condition.
  8. Original Packaging and Contents
    All original packaging and contents supplied with the shoes must be returned, where applicable, including the original shoe box, tissue paper, plastic or protective sleeves, shoe bags, shoe horn, inserts, stuffing, tags, accessories, and protective materials.
  9. Packaging Must Be Undamaged
    Original product packaging must not be excessively damaged, altered, written on, taped, or used by itself as the external shipping container.
  10. Clean and Free of Odors
    Shoes must be free from dirt, dust, mud, pet hair, moisture, stains, smoke, perfume, body odor, or other contamination or odors.
  11. No Alterations or Treatments
    Shoes that have been stretched, repaired, altered, polished, conditioned, waterproofed, dyed, treated with leather products, cleaned with chemicals, or otherwise modified after delivery will not qualify for return.
  12. No Damage During Fitting
    Damage caused while trying on the shoes, including scratches, scuffed soles, excessive creasing, stretching, heel damage, or markings caused by walking on hard, dirty, or abrasive surfaces, may result in rejection of the return.
  13. No Missing Components
    All items and accessories originally included with the merchandise must be returned.
  14. Proof of Purchase
    Soulle Signature may require a valid order number, receipt, order confirmation, or other acceptable proof of purchase before processing a return.

Merchandise that does not satisfy these requirements may be rejected and will not qualify for a refund.

Return Inspection

All returned merchandise is inspected after it is received.

Soulle Signature reserves the right to determine whether returned merchandise satisfies the Return Criteria and whether the merchandise remains in a condition suitable to be restocked and resold as new.

Shoes displaying wear, damage, excessive creasing, scuffed or scratched soles, alterations, improper handling, missing components, damaged packaging, contamination, or any other condition that prevents the merchandise from reasonably being resold as new may be rejected.

If a return is rejected, Soulle Signature will notify the customer and may provide photographs or other information showing the condition of the returned merchandise and the reason for the decision.

Rejected Returns

If returned merchandise does not satisfy the Return Criteria, Soulle Signature reserves the right to reject the return and decline to issue a refund.

Rejected merchandise will be held for the customer and will not automatically be shipped back.

If the customer would like the rejected merchandise returned, the customer must pay all applicable shipping and handling charges before the merchandise will be shipped.

After the required shipping and handling charges have been received, Soulle Signature will arrange shipment to the address provided by the customer.

Transit of Rejected Merchandise

Once rejected merchandise has been transferred to the shipping carrier for transportation back to the customer, Soulle Signature will not be responsible or liable for loss, theft, delay, misdelivery, destruction, deterioration, or damage of any kind occurring while the merchandise is in transit.

By requesting the return of rejected merchandise, the customer accepts the risks associated with the shipment once the package has been released to the carrier.

Any claim relating to loss or damage occurring during such shipment must be pursued by the customer directly with the applicable carrier, subject to that carrier's terms, conditions, insurance coverage, and claims procedures.

Refunds

Once returned merchandise has been received and inspected, Soulle Signature will notify the customer whether the return has been approved or rejected.

If approved, the refund will generally be processed within 48–72 hours after completion of the inspection.

A $35 restocking fee will be deducted from eligible refunds.

Approved refunds will be issued to the original method of payment, unless otherwise required by applicable law.

The time required for a refund to appear in the customer's account after it has been issued by Soulle Signature may depend on the customer's bank, credit card issuer, payment processor, or other financial institution.

Original shipping charges, customs duties, taxes, brokerage charges, import fees, and similar charges, where applicable, are generally non-refundable.

Late or Missing Refunds

If you have been notified that a refund was issued but have not yet received it, please first check your account again.

You may also wish to contact your credit card company, payment provider, or bank, as processing times can vary and a refund may take additional time to appear after it has been issued by Soulle Signature.

If you have completed these steps and still have not received your refund, please contact us at info@soullesignature.com.

Size, Color, or Style Changes

If you would like a different size, color, or style, please place a new order through our website for the desired product.

The original merchandise may then be returned separately in accordance with this Return Policy.

Placing a replacement order does not guarantee that the original merchandise will qualify for a refund. The original pair must still meet all Return Criteria and successfully pass inspection.

Defective or Damaged Merchandise

If you believe your shoes arrived with a manufacturing defect or were damaged before you received them, please contact us promptly at customercare@soullesignature.com.

Please do not wear, repair, polish, condition, clean, alter, or otherwise attempt to correct the merchandise before contacting us.

Soulle Signature may request photographs, videos, photographs of the packaging, or other information reasonably necessary to evaluate the reported issue.

If a manufacturing defect or damage existing at the time of delivery is verified, Soulle Signature may provide an appropriate remedy based on the circumstances, which may include replacement, repair, refund, or another reasonable resolution.

Damage caused after delivery through wear, misuse, improper fitting, improper storage, improper cleaning, treatment of the leather, alterations, accidents, or failure to follow reasonable care instructions is not considered a manufacturing defect.

Sale and Final Sale Items

Unless otherwise expressly stated at the time of purchase, sale, clearance, final-sale, or specially discounted merchandise is not eligible for return or refund.

Regular-priced merchandise may be returned subject to the requirements of this Return Policy.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Gift cards;
  • Items identified as Final Sale;
  • Sale or clearance merchandise where stated as non-returnable;
  • Merchandise that has been worn, used, altered, repaired, treated, or damaged after delivery;
  • Merchandise that does not satisfy the Return Criteria stated in this policy.


Gifts

If an eligible item was purchased as a gift and shipped directly to the recipient, any approved refund, merchandise credit, or other available remedy will be handled in accordance with the original transaction and payment method.

If the purchaser had the order shipped to themselves before giving it as a gift, any approved refund will generally be issued to the original purchaser using the original method of payment.


Returning Your Merchandise

Customers should initiate a return through Soulle Signature's return process and follow the return instructions provided before sending merchandise back.

Returned merchandise should be securely packaged to protect the shoes, shoe box, accessories, and all other original contents while in transit.

Do not place shipping labels directly on the original shoe box and do not use the original shoe box as the sole external shipping container.

Returns should be sent to the return address provided through our return process. Where specifically instructed, returns may be directed to:

Soulle Signature, Inc.
25145 Star Lane, Suite 905
Katy, TX 77494
United States

Eligible returns are accepted from customers located in the United States and Canada.

For Canadian orders, customs duties, taxes, brokerage fees, import charges, or other government- or carrier-imposed charges associated with the original shipment or return may be non-refundable and remain the responsibility of the customer.


Return Shipping

For eligible returns, applicable return-shipping instructions will be provided through the return process.

Customers should not independently send merchandise to Soulle Signature without first following the applicable return procedure, as doing so may delay processing or make it more difficult to associate the merchandise with the correct order.

Shipping and handling charges associated with sending rejected merchandise back to the customer are the customer's responsibility and must be paid before the merchandise is released for shipment.

Changes to This Policy

Soulle Signature reserves the right to update or modify this Return Policy from time to time.

The Return Policy applicable to an order will generally be the policy in effect at the time of purchase, except where otherwise required by applicable law.