Returns, Refunds, and Support Policy

At Sole Élitaire, each pair of shoes is made to order, following the exact specifications chosen by our customers, ensuring a unique and personalized product. Please carefully read the following information before placing your order:

Returns and Refunds for Manufacturing Defects

If you receive a product with a manufacturing defect or one that does not match your order specifications, you are entitled to our support.

1. Reporting the Issue

• Contact us via the Contact Us form within 10 days of delivery to open a support ticket.
• We will request clear photos or videos to document the issue.

2. Defect Assessment

• Once we receive the evidence, we will evaluate if the issue stems from a manufacturing defect.
• If the defect is confirmed:
• We will offer a compensation discount if you choose to keep the product.
• Alternatively, we will arrange for a return to repair the item or produce a new pair of shoes.

3. Return Costs

• If the defect is not immediately evident from the submitted evidence, the return costs will initially be covered by the customer.
• If the defect is confirmed, we will reimburse the return shipping costs and cover the shipment of the new product.

Order Cancellation

As all shoes are crafted on demand, orders can only be canceled within 24 hours of purchase.

If production has already started, the following costs will be applied to cover materials and labor:
• €50: Production initiated (material cutting).
• €70: Advanced production (cutting and stitching).
• €150: Late-stage production (soles ordered and assembly started).

Shipping Damage

• Always inspect the package upon delivery. If you notice visible damage, please refuse the shipment.
• If you accept the package and later discover damage, contact us immediately via the Contact Us form. We will assist you in filing a claim with the courier.

No-Return Policy

Due to the artisanal and custom nature of our production, returns are not permitted for the following reasons:
• Issues related to sizing or fit.
• Minor variations in color or materials, which are inherent to handcrafted products.
Visit our Material Perception section to know more. 

We strongly recommend contacting our team to request images or samples of the actual materials and colors before finalizing your order, ensuring your expectations are fully met. 

Thank you for choosing Sole Élitaire. We are here to provide you with a unique experience and exceptional service.