Refund policy

We want you to love your TAYGRAs - so if something’s not quite right, we’re here to help.

21-Day Comfort Promise

We offer a 21-Day Comfort & Fit Promise from the date your order is delivered/picked up.

This gives you time to try your shoes on indoors and ensure the fit and comfort feel right for you.

To be eligible for a return or exchange, your shoes must:

  • Be worn indoors only

  • Show no visible signs of outdoor wear

  • Be clean and free from marks, creasing, or damage

  • Be returned in their original shoe bag

  • Be in fully resalable condition

If your return meets these conditions, you may:

  • Exchange for a different size or colour, subject to availability, or

  • Receive a refund to your original payment method

If you purchased using a gift card, your refund will be returned to a gift card.

Please note:

  • The 21-Day Comfort & Fit Promise may be used once per order.

  • Items that show signs of outdoor wear or are not in resalable condition may be declined.

  • Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

To keep things fair and sustainable, the 21-Day Comfort Promise applies to a maximum of two pairs per order. We also reserve the right to limit or decline returns in cases of excessive or repeated use of the Comfort Promise. Our intention is to offer a thoughtful try-at-home experience - not a bulk fitting service - and we appreciate your understanding.

To start a return or exchange, log into your account and submit a request, or email us at hello@thesoleco.au. Once approved, we will provide the return address and next steps.

Once your return is received and inspected, exchanges or refunds are processed within 3–5 business days.

Sale & Promotional Items

Items purchased on sale or using a promotional discount are eligible for exchange or store credit only and are not eligible for a change-of-mind refund.

The exception is our $10 welcome discount - orders using this discount remain eligible for a refund under our standard return conditions.

This does not affect your rights under Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.

Faulty or Incorrect Items

If something’s not right - the wrong item, or damage during delivery - we’re so sorry. Please email us at hello@thesoleco.au with your order number, detailed info and a few photos, and we’ll take care of it.

Quality & Durability

TAYGRAs are crafted with care, and we stand by their quality. While we don’t offer a separate manufacturer’s warranty, your purchase is protected by the consumer guarantees that apply under Australian Consumer Law.

If you experience an issue that you believe is due to a manufacturing fault rather than normal wear and tear, please get in touch with your order details and photos of the issue. We’ll assess it and work with you on the appropriate next step.

A Quick Note on Legal Stuff

Under the Australian Consumer Law, you’re entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You’re also entitled to have goods repaired or replaced if they fail to be of acceptable quality.

These rights apply in addition to our 21-Day Comfort & Fit Promise.

Got questions?

We’re here to help. Reach us any time at hello@thesoleco.au