Returns, Cancellations & Refunds
This policy applies to retail products and repair, resoling, cleaning and restoration services purchased from Sole & Trail Ltd. Nothing in this policy affects your statutory consumer rights.
Items purchased in our shop
We offer a 14-day change-of-mind returns policy for eligible retail products purchased from our Kendal shop.
To receive a refund, please return the item within 14 days of purchase with proof of purchase. The item must be unused, with its tags attached, and returned in its original packaging and condition.
We may refuse a change-of-mind return where an item has been worn, used, damaged or altered, or where tags, labels or packaging have been removed or damaged.
Personalised or custom-made items cannot normally be returned because you have changed your mind. This does not affect your rights where an item is faulty, misdescribed or not fit for purpose.
Retail products purchased online
You may cancel an eligible online retail purchase by notifying us within 14 days after the day you receive the goods.
After telling us that you wish to cancel, you must return the goods within a further 14 days.
Items may be inspected in the same way they could reasonably be examined in a shop. We may reduce the refund where goods have been handled beyond what is necessary to establish their nature, characteristics and condition, resulting in a loss of value.
Where the full order is cancelled, we will refund the cost of the goods and the cost of our standard delivery option. Any additional amount paid for an upgraded or express delivery method will not normally be refunded.
Customers are responsible for the cost of returning change-of-mind purchases unless we have agreed otherwise. Please contact us before returning faulty, incorrect or damaged goods so that we can provide suitable instructions.
Refunds will normally be processed within 14 days of receiving the returned goods, or receiving evidence that they have been sent back, where applicable.
Items that cannot be returned for a change of mind
Change-of-mind returns may not be available for:
• Personalised or custom-made goods
• Items made or altered to your specifications
• Used, worn or damaged products
• Items returned without their original components, tags or packaging where this affects their value
• Sealed products that cannot be returned for hygiene reasons once opened, where applicable
These exclusions do not affect your rights where goods are faulty, misdescribed or not fit for purpose.
Repair, resoling, cleaning and restoration services
Online repair, resoling, cleaning and restoration orders are service contracts.
You may normally cancel a service order within 14 days of placing the order, provided work has not already been completed.
Where you expressly request that we begin the service during the 14-day cancellation period, you may be required to pay for any work, materials or services already supplied before cancellation.
Once the service has been fully completed, your right to cancel may end where you expressly agreed for the work to begin during the cancellation period and acknowledged that this right would be lost following full completion.
Once repair work has started, materials have been prepared or ordered specifically for your footwear, or a bespoke repair has been undertaken, it may not be possible to cancel the order without charge.
If you need to cancel a repair order, contact us as soon as possible at support@soleandtrail.co.uk.
Additional work
Every pair is assessed when it arrives at our workshop.
If we identify additional damage, compatibility issues or work not included in the original order, we will contact you before carrying out significant additional chargeable work.
Delays in responding or making an additional payment may delay completion and return of your footwear.
Repairs that cannot be completed
We may decline or stop a repair where:
• The footwear is structurally unsafe
• The materials have deteriorated beyond reliable repair
• The requested sole or repair is incompatible
• The footwear is heavily contaminated
• We believe the work would not provide a reliable or satisfactory result
Where we cannot complete the requested repair, we will contact you to explain the available options.
Return postage may still be payable where footwear needs to be sent back without repair, provided the inability to repair is not caused by an error on our part.
Faulty goods or problems with a service
Goods must be as described, fit for purpose and of satisfactory quality. Services must be carried out with reasonable care and skill.
If you believe a product is faulty or there is a problem with a repair, stop using the item and contact us as soon as possible.
Please provide:
• Your name
• Your order number or proof of purchase
• A description of the issue
• Clear photographs
Depending on the circumstances, an appropriate solution may include an inspection, repair, replacement, repeat service, price reduction or refund.
Normal wear, accidental damage, misuse, damage elsewhere on the footwear, unsuitable care or failure of the original footwear materials is not necessarily a fault with the repair.
Your statutory rights are not affected.
How to request a return or cancellation
Contact us before sending anything back:
Email: support@soleandtrail.co.uk
Please include your order number, the reason for the return or cancellation and photographs where relevant.
Returns should be sent to:
Sole & Trail Ltd
11 The New Shambles
Kendal
Cumbria
LA9 4TS
We recommend using a tracked postal service and keeping proof of postage until your return has been completed.