Returns, Refunds & Exchanges Policy

Quick summary:

• Returns window: 30 days from delivery.
• Return shipping: paid by the customer (we recommend using a tracked service).
• Issues in transit: lost or damaged packages can be resolved with a refund or replacement (photos may be required for damage).

Returns eligibility (30 days from delivery)

You can request a return within 30 days of delivery.

If 30 days have passed since your order was delivered, we may not be able to accept a return.

Condition of returns (unused/unworn preferred)

We prefer returns that are unused and unworn, in original condition.

If an item is used/worn, we may not be able to accept it for return, especially once the 30-day window has passed.

If you are unsure whether your item qualifies, email us and include photos so we can advise.

How to start a return

To start a return, email us at info@insoleo.store.

Please include:

• Order number
• Full name used on the order
• The item(s) you want to return
• Reason for return (optional but helpful)
• Photos (recommended if there is any damage or a quality issue)

We’ll reply with the next steps.

Return shipping

Return shipping is paid by the customer.

If you choose to return an item, we strongly recommend using a tracked shipping service and keeping your proof of postage. This helps protect you in case a return package is delayed or lost on the way back.

Exchanges

Exchanges are allowed.

Exchange shipping costs are paid by the customer (this includes shipping the item back to us and shipping the replacement item to you, where applicable).

To request an exchange, email info@insoleo.store with your order number and the exchange you want (for example, a different size). We’ll confirm availability and provide the next steps.

Refunds

Refunds are issued after we receive and inspect your returned item(s).

If your return is approved, we will process your refund to the original payment method.

Refund timing: We aim to issue refunds within 20 business days after the return is received and inspected. Timing can vary depending on banking/payment processing times.

Damaged/defective items

If your item arrives damaged or appears defective, contact us as soon as possible at info@insoleo.store.

Please include clear photos of:

• The item
• The shipping packaging (if relevant)
• Any visible damage

Once reviewed, you can choose a refund or a replacement/reshipment (when available).

Lost in transit

If your order appears to be lost in transit, email us at info@insoleo.store and we’ll help.

We may need time to review tracking information (if available) and confirm the delivery status with the carrier. This investigation window can vary depending on the shipment and available information.

Once we confirm the package is lost, you can choose a refund or a replacement/reshipment (when available).

Non-returnable cases

We may not be able to accept returns in these situations:

• Return requests made after 30 days from delivery
• Items with excessive wear or that appear heavily used
• Damage caused by misuse, improper care, or modifications
• Items returned without an approved return request or without enough information to match the order

Contact

If you need help with a return, refund, or exchange, contact us:

Email: info@insoleo.store
Support hours/timezone: CET (no phone support)

Brand: insoleo · Legal entity: Trade Import Group · Store domain: insoleo.store