Refund policy

We have a 14 day time limit for returned goods from the delivered date. In order to be returned, items must have their original packaging, and all tags in tact. After the item is received, please allow up to 7 business days for processing. Canadian shoe orders are allotted one exchange with free shipping. Returns are subject to a $14.99 restocking fee. Refunds will be returned to the original form of payment used. No Returns or exchanges on closeout items.

Your first shoe exchange is on us. To initiate an exchange, or see if your items are eligible, please visit our returns portal here. If you have any additional questions, please contact us at hello@soill.ca, and we will help you out. Any additional exchanges will be paid by the customer.

Shoes MUST be in unused, like new condition, with all the original packaging. If we receive your shoes in unsatisfactory condition, we will send the shoes back to you.

No returns or exchanges on closeout shoes, One-Offs, flash sale, or Blem shoes.

International Return Policy

Same return rules apply to all International customers. However, International customers will have to pay for return shipping to our warehouse. This policy applies to those customers in USA and Mexico as well.

You can initiate a return or exchange at https://soill.ca/a/returns-1

You can always contact us for any return question at hello@soill.ca.

Damages and issues
Please inspect your order upon receiving it 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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like masks, flash sale items, final sale items or clearance items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.