Refund policy

Every pair of Solvane footwear is handmade to order in the size you select. This policy explains your rights to cancel, return and get a refund. It does not affect your statutory rights under UK consumer law.

Cancelling Before Dispatch

You can cancel your order at any time before it is dispatched by emailing nourdevltd@gmail.com with your order number. We will refund you in full, including any delivery charge, within 14 days.

14-Day Right to Cancel (Standard Orders)

For standard orders (a listed style in a listed size and colour), you have the right to cancel within 14 days of the day you receive your shoes, under the Consumer Contracts Regulations 2013.

• Tell us you wish to cancel by emailing nourdevltd@gmail.com with your order number within the 14 days.
• Return the shoes within 14 days of telling us. Return postage is paid by you, and we recommend a tracked service.
• Shoes should be returned unworn, in their original box and packaging. You may try them on indoors, as you would in a shop. If the shoes show signs of wear beyond that, we may reduce your refund to reflect the loss in value.
• We will refund the price of the shoes and the original standard delivery charge within 14 days of receiving them back (or of receiving proof that you have returned them, if earlier), to your original payment method.

Custom Orders

Orders made to your personal specification, such as a custom colour, leather, sole, or a size made to your own measurements (including "Custom/Bigger Size"), cannot be cancelled once production has started and cannot be returned for change of mind. This does not affect your rights if the item is faulty or not as described.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, or is a different product or size from the one you ordered, please email nourdevltd@gmail.com as soon as possible, ideally within 48 hours of delivery, with your order number and photos. We will arrange a free replacement, repair or refund in line with your rights under the Consumer Rights Act 2015, and cover the cost of returning the item.

Sizing

Please use our Size Chart before ordering. If you are unsure, contact us before you order and we will help you choose.

Natural Variations

Natural leather and hand-finishing mean every pair is unique. Small variations in colour, grain and patina are part of handmade footwear and are not defects.

Lost Shipments

If tracking has not updated for 15 business days, or the carrier confirms your parcel is lost, contact us and we will send a replacement or refund once the loss is confirmed.

Contact Us First

If anything is wrong with your order, please email nourdevltd@gmail.com. We reply within 24 hours and most issues are resolved within 48 hours.