Cancellation Policy
1. Overview
At SoleSwiss, we understand that situations can change. Our cancellation policy allows customers to cancel their orders within a specific timeframe while ensuring clarity, fairness, and smooth processing.
2. Eligibility for Cancellation
You may request a cancellation before the order has been processed or shipped.
Once an order has been dispatched, it cannot be cancelled.
However, you may still return the item in accordance with our Return & Refund Policy after receiving it.
3. How to Cancel an Order
To request a cancellation, please contact us as soon as possible using one of the following methods:
Email: support@soleswiss.com
Phone: +1 (878) 216-2375
When contacting us, please provide:
- Your order number
- Your full name
- Reason for cancellation
This information helps us process your request quickly.
4. Processing Time
We aim to respond to cancellation requests within 12 business hours (Mon–Fri).
If your order has not yet been shipped:
- It will be cancelled
- You will receive a confirmation email
5. Refund for Cancelled Orders
If your order is successfully cancelled:
- A full refund will be issued to your original payment method
- Refunds are typically processed within 7 business days
Depending on your bank or payment provider, it may take additional time for the funds to reflect in your account.
6. Orders That Cannot Be Cancelled
The following orders cannot be cancelled once placed:
- Customized or made-to-order items
- Personalized products
- Orders already processed or shipped
If your order has already been dispatched, you may still follow the return process after delivery.
7. Partial Order Cancellation
If you wish to cancel specific items within a larger order, please clearly specify which items you want cancelled.
Partial cancellations are only possible before shipment.
8. Customer Responsibilities
Customers are responsible for providing accurate contact details when placing an order.
Failure to respond to our cancellation confirmation requests may cause delays or incomplete cancellations.
9. Effect of Cancellation
Once cancellation is confirmed:
- The purchase agreement between you and SoleSwiss becomes void
- You will not be charged for the cancelled order
- If payment has already been collected, a full refund will be issued
10. Contact Information
If you have any questions or need assistance with a cancellation request, please contact us:
SoleSwiss
Address: 5900 Balcones Dr Ste 100, Austin, TX 78731, United States
Phone: +1 (878) 216-2375
Email: support@soleswiss.com
Business Hours: Monday – Friday, 9:00 AM to 5:00 PM CST