Refund policy

Since our products are handmade and crafted to order according to customer specifications, we do not accept returns, except in the case of manufacturing defects, damaged products, or products that do not meet the agreed upon specifications. (e.g., model, size, or materials). Provided that they have not been used previously. All such issues must be reported within 14 days of receiving the product.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

To initiate a return, you can contact us via our store chat or at info@solcaleyo.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any questions about returns via our store chat or at info@solcaleyo.com.

Cancellation

We understand that plans can change. That’s why we offer a grace period for cancellations:

You can request to cancel your order at no cost as long as you do so within the first 24 hours after purchase confirmation, before the handmade production process has begun.

To request a cancellation, use our self service process by clicking the “Manage Order/Cancellation” button in your customer account, contact us via the store chat or by email at info@solcaleyo.com.

Once this period has passed, the order enters our 20- to 30-day production line, and it will no longer be possible to cancel or withdraw from the purchase.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

European Union 14 day cooling off period

Right of Withdrawal and Exceptions:

In accordance with current European Union regulations (Directive 2011/83/EU on consumer rights), the 14 day right of withdrawal does not apply to the sale of goods manufactured to the consumer’s specifications or clearly personalized. Since all of our shoes are made to order based on your selections of design, materials, and sizes (EU 33 to 47), we cannot accept returns due to withdrawal once the production process has begun.

All our products are customised and made to order . As such, the 14 day withdrawal period does not apply.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@solcaleyo.com.