Customers wishing to cancel orders should email hello@solefreedom.ca immediately. If the product has already been shipped to the customer, please see the exchange and return policy for more information. Please note, all clearance items are final sale once the order is shipped.
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Orders are occasionally cancelled for a variety of reasons. If an order is canceled for any reason, our team will contact you via email.
Our return policy at Sole Freedom is very simple: If the products you purchased don't fit or you aren't happy with the products you can return them for a full product refund (the purchaser is responsible for all shipping costs), as long as we can re-sell the product as new. That means no dirt, no smell and no signs of outdoor wear and tear. If you wouldn't be happy receiving the product as new, it makes it very hard for us to accept it as a return although our priority is to make sure everyone is happy with their purchase and we deal with each case individually.
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The return will be processed within 24-48 hours from the time it has been received on our end. For any item exchanges, the customer is responsible for all shipping expenses. Before the exchange is processed, the customer can expect an invoice for the shipping fee sent by us. Once the payment is received, a new tracking number will be made and the exchange will be processed.
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Please send an email to hello@solefreedom.ca, letting us know what the issue is with the damaged goods along with the order number and a photo of the described damage. Once an email has been submitted, customer service will contact you with further instructions.
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If you received the wrong item or size, please email us at hello@solefreedom.ca. It is important that you contact us before returning the item so that we can assist you with a return slip and shipping fees. If you do not contact us, you are responsible for all return shipping charges. Please have your order number available and ready. If you do not know your order number, please refer to your order confirmation email.
Yes, most shoes found on our site are based on the US size chart. If a shoe is not listed in US sizes, it will be listed in EU and the size chart can be located in the product images, description or there may be a link to the vendor's size charts.
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Holds for an item are permitted on a case-by-case basis. However, there are restrictions that do apply. It is important that the customer must contact us via email (hello@solefreedom.ca) prior to anything being put on hold.
We want you to be fully satisfied with your purchase. If you are not satisfied with an item you purchased, you may return the item within 60 days of delivery for a full refund of the purchase price, minus the shipping, handling or other additional charges. The item must be unworn, undamaged and accompanied by the original receipt in order to be eligible for a return. All clearance items are final sale. To conduct a return, if within Canada please click here.
Any returns that cross the Canadian border must have proper documentation stating that "the package is a return of goods to Canada". Otherwise we are subject to an import tariff and or brokerage fee to receive them back. In this case any fees will be deducted from the refund of the original purchase.
Returns from U.S.A. - Return shipments should be sent via USPS. All other services run a strong chance of imposed import duty fees regardless of the declaration.
Sole Freedom will not accept or assume responsibility for lost or damaged packages being returned.
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Yes! solefreedom.ca does ship internationally and to the United States, but there are some locations we are unable to ship to. If we are unable to ship to your location, we will promptly contact you. Some products cannot be shipped to certain locations due to licensure laws.
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Once your order is shipped out from solefreedom.ca, we will send you a shipment confirmation email with your tracking information (if you purchased a trackable shipping service). It may take up to 24 hours for the tracking number to become visible on Canada Post’s or FedEx's website.
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Orders ship out every Tuesday, Thursday and Friday (cutoff is 12 noon on the previous day for your order to be shipped on the next ship out day).
PLEASE NOTE: Neither FedEx nor Canada Post are currently offering guarantees on their estimated delivery timelines. Shipping time estimates for each service are provided by the postal service and are noted on your shipping confirmation email. These estimates are subject to delays based on factors over which we have no control including but not limited to: flight delays for international shipments, customs clearance and local postal service turnover. Depending on the destination country these extra factors can sometimes add 1-2 weeks to shipments and we appreciate your patience until your order arrives. In the case of any holidays, it may take longer than usual to process your order.
