Returns & Complaints

Here you can find the most common questions about orders.

The essentials of returning goods:
  • If you wish to return one or more items, you can do so using the enclosed return label. You have 14 days to return the good(s).
  • Fill out the enclosed return form for items you wish to return and place it in the package together with the undamaged goods, in their original packaging, and carefully tape it.
  • Stick the enclosed return label on top of the package so that the return is free of charge for you.
  • If there is no return label in your package or if it has been lost, please contact us via our Contact form
  • As always, please remember to get a proof of sending and keep it safe!
  • IMPORTANT: For non-EU customers all sales are final and can not be returned!
    For customers from the EU, the return shipping must be paid by the customer.
    For customers from Germany, return shipping is free of charge within 14 days.
Germany: Use the enclosed free return sticker. For returns made from other countries you shall bear the costs for returning the goods.

EU: Please send the package back to our warehouse at your own expense:

Sole Brothers GmbH
c/o Fiege Mega Center
Dornierstr. 444
49479 Ibbenbueren

Outside EU: Please note that all sales made outside of the European Union (EU) (e.g. from UK or US) are final and can't be returned!

If you have chosen Klarna's payment options, we will notify Klarna upon receipt of your return in our warehouse and you will receive a confirmation of your return by e-mail. You can also register the return of your order in the Klarna app. This will extend your payment period for an invoice/hire-purchase. The refund will be initiated automatically six days after the registration of your return and you will receive your refund within 14 days. If you have returned only part of your order, you will only have to pay the balance. For the necessary information, log in to your Klarna account.
Sorry, we don't offer instore returns. Please follow our description in the "How can I return" section.  
Sorry, we can‘t exchange articles because of technical reasons. We will refund the money as fast as possible after receiving the items you returned. You can order the right size if you like and if it is deliverable at our onlineshop.
The essentials of returning goods with Klarna:
  • If you want to return some or all of the items in your order, please allow up to 14 working days (excluding weekends and holidays) for your return to arrive at our warehouse. We will send you a confirmation email as soon as we receive your return.
  • Klarna will send you your invoice by email as soon as your order has been shipped. Please make sure you observe the invoice deadline that is stated on your invoice. Klarna invoices are due 14 days after you have received your invoice. Your legal right of withdrawal and the solebox return policy remain unaffected by this period. In the end you only pay for the items you actually keep.
  • If you have just returned one or more items and the end of the invoice period is approaching, we recommend that you register the return on the Klarna portal. If you have any questions, please contact Klarna customer service. Please note that the solebox customer service cannot extend your billing period.
  • As always, please remember to get a proof of delivery and keep it safe!
Please note that orders paid with Klarna cannot be returned in the store. Please use the post for returns.