We understand that each purchase is a unique experience and we want to guarantee your maximum satisfaction. If for any reason you are not completely satisfied with your order, we make the return or exchange process as simple and convenient as possible for you.
Exchanges, Returns and Delivery Policy
Product Return
If you are not satisfied with the item received, if it does not fit properly or if you wish to cancel the purchase, it is possible to request a return for a refund within 7 (seven) business days. To do so, the product must be in its original packaging, without any signs of use, accompanied by all components and accessories.
To begin the return process, simply send an email tocontato@sollebrands.com.br or contact us via WhatsApp (41) 987929787, mentioning the order number.
Replacement Policy
If the product received differs from the purchase made on our website or is missing an accessory, please contact us via emailcontato@sollebrands.com.br This request must be made within a maximum period of 7 (seven) calendar days after receiving the product.
In order to prove the error, we ask that you send us photographs of the product received and inform the order number. After evaluating the images and confirming the error, we will replace it at no additional cost to the customer.
Defects in the Product Received
If you identify any manufacturing defect in the item, you will have a period of 30 (thirty) calendar days after delivery to request a replacement or return.
To prove the defect, we ask that you send us photos of the product and provide the order number. After analyzing the images and confirming the defect, we will begin the replacement process at no additional cost to the customer.
Note: If the defect is due to misuse or misuse, responsibility for repair will fall entirely on the buyer.
Conditions for Exchange and Return
In order for the exchange or return to be accepted, the product must meet the following requirements:
- There are no signs of use, stains, dirt, perspiration or deterioration of the item;
- Keep the internal packaging and original labels attached to the product.
To request an exchange of a product, please contact us via emailcontato@sollebrands.com.br or via WhatsApp (51) 984240287, attaching the necessary evidence. We will respond with exchange instructions within 5 (five) business days.
Options dand Refund
Partial or Full Refund - Payment by Credit Card
After receiving the product at our Distribution Center and approving the return by analyzing the items, SOLLE BRANDS LTDA will request a refund from the credit card administrator within 7 (seven) business days. The deadline for processing the refund will depend on the card administrator's policy, and it may take one to two months for the amount to be refunded, depending on the due date of the invoice.
Partial or Total Refund - Payment by PIX and Transfer
After receiving the product at our Distribution Center and approving the return by analyzing the items, SOLLE BRANDS LTDA will refund the amount within 7 days to the payment intermediary's account, and you can request the withdrawal of the amount.
Partial or Full Refund - Payment by Slip
After receiving the product at our Distribution Center and approving the return by analyzing the items, SOLLE BRANDS LTDA will refund the amount within 30 (thirty) days to the payment intermediary's account, and you can request the withdrawal of the value.
Delivery Policy
We make our deliveries through contracted carriers, in addition to the Post Office. However, theCarrier diversity may be limited depending on region.
Receiving the merchandise can be done by third parties, such as condominium doormen and family members, as long as they present a photo ID and sign proof of receipt of the merchandise.
Carriers make up to three delivery attempts on different days and times. If there are three unsuccessful delivery attempts, the product will be sent back to our Distribution Center. For a new shipment, the delivery time initially stated will be valid again.
At the moment, our products are delivered exclusively within Brazilian territory.
Deliveries are made from Monday to Friday, from 8:00 to 18:00. In exceptional situations, in the case of Express Shipping, the delivery time may be extended until 8:00 pm.
When receiving your order, we recommend checking the condition of the packaging and ensuring that the invoice is in your name. If the invoice is not in compliance or the packaging is damaged, we suggest that you refuse delivery immediately and contact the Solle Brands LTDA Customer Service team.
* In certain regions, there are restrictions on home delivery. If your region is subject to these restrictions, your order will be waited for collection at an agency determined by the Post Office.
You can monitor the delivery status through the tracking available on our website, accessing the "My Account" option.