Customer Care Policy

Refund Policy

At Solmira, we want every pair of shoes to feel right in your wardrobe and in your daily routine. This Refund Policy explains how returns, exchanges, refunds, order issues, and product condition reviews are handled for purchases made through our store.

Review Eligibility View Return Steps
30-Day Window

Free returns and exchanges are available within 30 days of delivery.

Condition Review

Items should be unworn, clean, and returned with original packaging when possible.

Clear Support

Our customer care team is available 24/7 for return and exchange questions.

Elegant women's shoes prepared for a careful order review
A Clear Path After Purchase

Whether you need a refund, a different size, or help reviewing an order issue, our policy is designed to keep the process calm and straightforward.

Policy Overview

Designed To Be Clear And Fair

Footwear purchases depend on fit, comfort, occasion, and styling. Our return and exchange policy gives customers time to review their order while helping us maintain product quality for every pair we send.

Our 30-Day Return And Exchange Standard

Solmira offers free returns and exchanges within 30 days of delivery. To help us process your request smoothly, returned items should be clean, unworn outside, undamaged, and sent back with the original shoebox, packaging materials, accessories, and any included inserts when available.

We recommend trying shoes indoors on a clean surface first. This helps you check fit, comfort, heel height, toe shape, arch feel, strap placement, and overall styling while keeping the pair eligible for a return or exchange if it is not the right match.

30 Days from delivery to request a free return or exchange.
24/7 Customer support available for product, order, return, and exchange assistance.
3–5 Business day delivery window for orders placed through the store.
01

Refunds

Refunds are issued after the returned item has been received and reviewed. Once approved, the refund is returned to the original payment method used at checkout.

02

Exchanges

Exchanges are available when you need a different size, color, or eligible replacement item. Availability depends on current inventory at the time your request is processed.

03

Order Issues

If your order arrives damaged, incorrect, incomplete, or visibly defective, please document the issue promptly so our team can review the case and provide next steps.

04

Final Review

All returned pairs are inspected before approval. Items that show signs of wear, damage, stains, odor, or missing components may not qualify for a refund.

Clean footwear arranged for an exchange or return review

Footwear-Specific Guidance

Please Try Shoes Indoors First

Because footwear can show wear quickly, we recommend trying your Solmira shoes on a clean, dry indoor surface. Walk a few steps, check the heel position, toe room, width, arch feel, strap comfort, and overall balance before wearing them outside.

This protects your return eligibility and allows us to review the item fairly if you decide the pair is not right for you. Please keep the shoebox and packaging in good condition until you are confident you will keep the item.

Indoor Try-On Original Packaging Clean Condition Unworn Soles Size Exchanges Order Review

Eligibility

What Qualifies For A Return

To keep the policy consistent for all customers, return and exchange decisions are based on timing, item condition, packaging, and whether the product can be verified through the original order.

Eligible Items

Items may qualify for return or exchange when they are received within the policy window and remain in suitable condition for review.

  • Return or exchange request is made within 30 days of delivery.
  • Shoes are unworn outside and remain clean.
  • Soles show no outdoor marks, scuffs, or heavy wear.
  • Original packaging, shoebox, and inserts are included when possible.
  • Item can be matched to the original Solmira order.

Non-Eligible Items

Some items may not qualify if they cannot be returned in a condition suitable for inspection and processing.

  • Items returned after the 30-day window.
  • Shoes with visible wear, stains, odor, or damage.
  • Products altered, washed, repaired, or modified by the customer.
  • Items missing important packaging or accessories.
  • Products not purchased directly through Solmira.

Order Problems

If there is an issue with your order, please document it before using the product so our support team can review it accurately.

  • Take clear photos of the item, packaging, and order label.
  • Do not wear or alter the item before review.
  • Include your order number and a short issue description.
  • Report incorrect, damaged, or defective items promptly.
  • Keep all packaging until the case is resolved.

Return Steps

How The Process Works

A clean return process helps prevent delays. Please wait for return instructions before sending your item back, as unapproved returns may be harder to identify and process.

Start A Request

Reach out with your order number, the item you want to return or exchange, and the reason for your request. If there is a product issue, include photos for review.

Receive Instructions

Our support team will review your request and provide the next steps. Please follow the instructions carefully so the return can be matched to your order.

Prepare The Item

Pack the shoes securely with the original shoebox and included materials when possible. Please avoid using the shoebox as the outer shipping container.

Final Review

Once the returned item is received and inspected, we will confirm whether the refund or exchange is approved and continue processing the request.

Timing

Refund And Exchange Timing

Processing times may vary depending on transit, inspection, payment provider timelines, and product availability for exchanges.

Request Review

After you submit a return or exchange request, our team reviews the order details, reason for return, item type, and any photos or notes included with the request.

Return Transit

Transit time depends on the return method and carrier movement. Please keep any return tracking information until your request has been fully completed.

Item Inspection

Returned footwear is inspected for cleanliness, packaging, wear, damage, and order match. This step helps ensure that returns are handled fairly and consistently.

Refund Release

Once approved, refunds are issued to the original payment method. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.

Exchange Shipment

If an exchange is approved and the replacement item is available, the replacement order will be prepared and shipped according to the instructions provided by our support team.

Important Notes

Details That Help Prevent Delays

Please do not send items back without receiving return instructions first. Returns that arrive without order information, return authorization details, or proper packaging may take longer to review. If an item is returned in a condition that does not meet the policy, the refund or exchange may be declined.

Original Payment Method Approved refunds are issued back to the original payment method used at checkout.
Packaging Matters Please protect the shoebox by placing it inside a separate shipping package.
Discounted Orders Refund amounts reflect the actual price paid after automatic discounts or promotions.
Gift Orders Gift-related returns may require the original order information to verify eligibility.

Questions

Refund Policy FAQ

These answers explain the most common return, refund, and exchange situations for Solmira footwear purchases.

How long do I have to request a return or exchange?
Solmira offers free returns and exchanges within 30 days of delivery. Requests made after the 30-day window may not qualify for a refund or exchange.
Can I return shoes after wearing them outside?
Shoes should be tried on indoors on a clean surface. Items showing outdoor wear, sole marks, stains, odor, damage, or signs of extended use may not qualify for return or exchange.
Do I need the original shoebox?
Please return the original shoebox, packaging materials, inserts, and included accessories when possible. Keeping the original packaging helps us match and inspect the returned item efficiently.
When will I receive my refund?
After your return is received and inspected, approved refunds are issued to the original payment method. Your bank, card issuer, or payment provider may need additional time to post the funds.
Can I exchange for a different size or color?
Yes, eligible items may be exchanged for a different size, color, or replacement item when inventory is available. If the preferred replacement is unavailable, our support team can help review alternative options.
What if I received the wrong item?
Please keep the item unused and provide your order number, a description of the issue, and clear photos of the product and packaging. Our team will review the situation and provide the next steps.
What if my item arrived damaged?
If an item arrives damaged, please document the packaging and product condition before use. Clear photos help our team evaluate the issue and determine the appropriate solution.
Are promotional items refundable?
Eligible promotional items can be reviewed under the same 30-day policy unless otherwise stated. Refund amounts are based on the actual price paid after any automatic discount or promotion.

Solmira Customer Care

A Thoughtful Policy For Confident Shopping

Solmira is committed to making footwear shopping feel clear, elegant, and dependable. Please review sizing, condition, packaging, and timing before sending an item back, and our support team will help guide the process with care.

Solmira 6743 Go Dr Charlotte, NC 28215 United States