Refund policy
We want you to be completely satisfied with your purchase from our online store. If the shoes do not fit you in terms of size, style, or color, you may request a return or exchange.
These terms apply to customers from the Republic of Kazakhstan, CIS countries, and other international destinations.
1. Return and Exchange Period
For customers in Kazakhstan: You may return or exchange the shoes within 14 calendar days, starting from the day following the date of purchase.
For international customers: You may request a return within 14 calendar days from the date you actually receive the parcel, as confirmed by the courier tracking number in the destination country.
2. Conditions for Returning Goods of Proper Quality
A return or exchange of shoes is possible only if all of the following conditions are met:
3. Return Shipping Costs
Goods of Proper Quality: If you are returning shoes because they do not fit in terms of size, color, or style, all return shipping and transportation costs are paid by the Customer.
Defective Goods: If the return is due to a manufacturing defect or an error on our part, all shipping costs will be covered by the Online Store.
4. International Duties and Taxes
For international shipments, all customs duties, import taxes, and fees imposed by the destination country are paid by the Customer in accordance with local legislation.
If the Customer refuses to accept the parcel because they do not wish to pay the applicable customs duties or taxes, the cost of return shipping will be deducted from the refund amount.
5. Refund Processing Time and Method
Once we receive the returned product and successfully inspect its condition, we will process the refund.
The refund will be issued strictly to the same bank card or account used to make the original payment on our website.
The Customer is entitled to payment protection in accordance with the rules of Visa, Mastercard, and PayPal.
Refunds are processed in the currency of the original payment. The Online Store is not responsible for any exchange-rate differences applied by issuing banks during currency conversion.
The refund may take 1 to 7 business days to appear on your card. The exact processing time depends on the bank that issued your card.
6. How to Request a Return or Exchange
Please contact our customer support team via WhatsApp: +77477966013 or by email at sohoshoes.shop.com@gmail.com.
Please provide your order number, shoe model, and reason for the return. Our manager will send you the exact warehouse address and instructions for shipping the parcel back.
You can also request a return or cancel your order yourself through your personal account under the “Orders” section.
These terms apply to customers from the Republic of Kazakhstan, CIS countries, and other international destinations.
1. Return and Exchange Period
For customers in Kazakhstan: You may return or exchange the shoes within 14 calendar days, starting from the day following the date of purchase.
For international customers: You may request a return within 14 calendar days from the date you actually receive the parcel, as confirmed by the courier tracking number in the destination country.
2. Conditions for Returning Goods of Proper Quality
A return or exchange of shoes is possible only if all of the following conditions are met:
- The product has not been worn or used, with no signs of wear, leather creases, or dirt on the sole or insole.
- The original appearance and consumer properties of the product are fully preserved.
- All original seals, factory tags, and labels are intact.
- The original branded packaging (shoe box) is preserved. Please do not attach tape, shipping labels, or postal forms directly to the box.
- Proof of purchase is available (Shopify electronic receipt, fiscal receipt, or bank account statement).
3. Return Shipping Costs
Goods of Proper Quality: If you are returning shoes because they do not fit in terms of size, color, or style, all return shipping and transportation costs are paid by the Customer.
Defective Goods: If the return is due to a manufacturing defect or an error on our part, all shipping costs will be covered by the Online Store.
4. International Duties and Taxes
For international shipments, all customs duties, import taxes, and fees imposed by the destination country are paid by the Customer in accordance with local legislation.
If the Customer refuses to accept the parcel because they do not wish to pay the applicable customs duties or taxes, the cost of return shipping will be deducted from the refund amount.
5. Refund Processing Time and Method
Once we receive the returned product and successfully inspect its condition, we will process the refund.
The refund will be issued strictly to the same bank card or account used to make the original payment on our website.
The Customer is entitled to payment protection in accordance with the rules of Visa, Mastercard, and PayPal.
Refunds are processed in the currency of the original payment. The Online Store is not responsible for any exchange-rate differences applied by issuing banks during currency conversion.
The refund may take 1 to 7 business days to appear on your card. The exact processing time depends on the bank that issued your card.
6. How to Request a Return or Exchange
Please contact our customer support team via WhatsApp: +77477966013 or by email at sohoshoes.shop.com@gmail.com.
Please provide your order number, shoe model, and reason for the return. Our manager will send you the exact warehouse address and instructions for shipping the parcel back.
You can also request a return or cancel your order yourself through your personal account under the “Orders” section.