CANCELLATIONS, RETURNS & EXCHANGES

What is a cancelled order and what is a returned order?

If you wish to return or cancel your order, then the following cases shall apply:

If the order has not been shipped and you cancel it...

If the order is not shipped and if you cancel it would be a Cancelled order. In such a case, we will start the refund process within 48 working hours.

If the order has been shipped and you cancel it..

IIf the order is shipped and you cancel, it will be treated as a returned order. However, you cannot return a customized product. You can return the products within 14 days of receiving your shipment in its original packaging for a full refund. We will process refunds only after the product is received in our warehouse in original condition and in the original shipping box.

When and how can I cancel an order?

You can cancel an order at any point of time. If you cancel an order before the product is shipped then the refund process would start immediately. But if you cancel the product once the product is shipped, then our 'Return Policy' applies. If you are a registered user, or a guest user, kindly contact our Customer Service Team and place a cancellation request for the specific order(s).

When and how can I cancel an order?

Yes, you can cancel / return a part of your order.

How long will the refund take?

In case we've not shipped the order, we will process the refund within 48 working hours and it should get credited to your account within a week after that. In case of a returned order, we will process the return and you will get your refund within a week of us receiving the product back, provided the product is not damaged, not used (original condition) and returned with the original product box.

How will I get my refund?

For complete order cancellation, the total order amount would be refunded to your card / account. For partial order cancellation, the amount to be refunded will be credited to your card / account.

How will I get the refund if I return a COD order?

Your COD refund will be in form of a cheque addressed to the recipient and it would be sent to the shipping address.

Will you withhold some shipping charges when I return the product?

No. We will return the entire amount you paid.

Will I have to pay for shipping the product back to you?

No there will be no shipping charges! Just call our customer service team at022 40761155 and we will contact the courier company to pick it up from you.

How do I return an order?

For your convenience we can arrange a free pickup of the product to be returned. However, customized products cannot be returned. Contact our Customer Service through Telephone on 91 22 4076 1155 or email us at contactus@solefry.com for filing a return request. We will arrange for a return pick-up of your order and the courier representative shall pick it up within 72 hours of your request. Please bear in mind it may take 2-7 working days for the Product to reach our Order Processing Center.

  • Put the item in the original SoleFry box.
  • Put this box in our poly bag, fold the flaps and seal the bag properly with tape.
  • Attach the Return Label provided, on the sealed poly bag.
  • Print the Credit Invoice attached to this e-mail. You can print a second copy for your record.
  • Handover the consignment along with the Credit Invoice to the courier vendor who arrives to pick up the return and take an airway bill from the courier personnel.
  • Once returned, e-mail the airway bill details to our customer service team at contactus@solefry.com or call us on 91 22 4076 1155 and confirm the details of the return sent.
How do I exchange an order?

For your convenience we can arrange a free pickup of the product to be exchanged. However, customized products cannot be exchanged. Contact our Customer Service through Telephone on 02240761155 or email us at contactus@solefry.com for filing an exchange request. We will arrange for a exchange pick-up of your order and the courier representative shall pick it up within 72 hours of your request. Please bear in mind it may take 2-7 working days for the Product to reach our Order Processing Center.

  • Put the item in the original SoleFry box.
  • Put this box in our poly bag, fold the flaps and seal the bag properly with tape.
  • Attach the Return Label provided, on the sealed poly bag.
  • Print the Credit Invoice attached to this e-mail. You can print a second copy for your record.
  • Handover the consignment along with the Credit Invoice to the courier vendor who arrives to pick up the return and take an airway bill from the courier personnel.
  • Once returned, e-mail the airway bill details to our customer service team at contactus@solefry.com or call us on 91 22 4076 1155 and confirm the details of the return sent.
  • Upon receipt of the returned item, we will process the exchange subject to approval from our quality check team.
What about customized products?

Unfortunately, we cannot process returns or exchanges on customized products. Since these products are one of a kind and are made to your specifications, it is not possible for us to restock them.

  • Upon receipt of the returned item, we will process the exchange subject to approval from our quality check team.
Can I change the Bill/Invoice value while exchanging an item?

The bill value has to remain same in case of an exchange. If you want a different product, in that case you need to ‘Return’ your product and place a new order. Please go through our return policy or else call our a Customer Service Team for further assistance.

Why would I need to return an order?

If our product is damaged or does not fit you we will replace it for you. The most common reason for a product to be exchanged is usually if the product doesn't fit right. We understand and are happy to exchange it for you but we hope our customers respect the intentions behind the policy and don't abuse it. However, many of our products come with trims (crystals, beads etc.), which are hand embellished. Through regular wear and tear, it is possible that some of them may become loose and so we are attaching a packet of extra components that can be fixed back easily with an adhesive.

Why do I have to return the original box/branded polybag?

We designed each box to deliver your shipment in perfect condition. To ensure that the Return/Exchange you send to us is safe and secure, we need you to send it back in the same box and packaging.
Customer Service Team at contactus@solefry.com