14-Day Returns
You have 14 days from the date you receive your order to return your item to us for a refund.
Our Security Tag
Every pair leaves us with a security tag fitted. It goes on after the pair has passed inspection and immediately before it is boxed, and it is your proof that the pair you received is the pair we checked. The seal locks closed and cannot be refitted once cut.
The tag is fitted so that you can still try the pair on indoors. Please leave it attached until you are certain you are keeping them.
If a pair is returned with the tag removed or cut, we cannot confirm that it is the pair we dispatched or that it has not been worn outdoors. Where that is the case we may reduce your refund to reflect the diminished value of the item, and we will always tell you before we do so.
This does not apply to faulty, damaged, or incorrect items. Your rights in those circumstances are unaffected by the tag. More about the tag.
Return Conditions
To be eligible for a full refund under our 14-day policy, items should meet the following conditions:
Unworn, unused, and in original condition. Our security tag still attached. All original tags, labels, and accessories present. Original branded packaging included and undamaged. Returned within 14 days of delivery.
Items that have been worn outdoors, used, washed, or altered. Security tag removed or cut. Manufacturer tags or labels removed. Packaging missing or damaged. Items returned after 14 days, unless faulty.
Footwear note: Shoe boxes are considered part of the product. Please do not use the branded shoe box as the outer shipping box. Place it inside a separate outer box or bag for transit to protect it from damage.
Return Shipping Costs
| UK Orders | Free returns. THEMAINSUPPLIER LIMITED covers all return shipping costs on UK orders. |
| International Orders | Customer is responsible for return shipping costs. We recommend using a tracked and insured service. |
| Faulty / Incorrect Items | THEMAINSUPPLIER LIMITED will cover all return shipping costs regardless of location. |
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or is not what you ordered, contact us straight away and we will put it right for you.
Email Help@thesolestore.co.uk with your order number and photos of the issue. We aim to resolve all claims quickly and will cover all return shipping costs for faulty or incorrect items. The condition of the security tag does not affect your rights in these circumstances.
Refund Details
| Refund Method | Refunds are issued to the original payment method used at checkout (Visa, Mastercard, PayPal, Klarna, Apple Pay, etc.). |
| Processing Time | 5-7 working days from receipt and inspection of the returned item. |
| Bank Processing | Your bank or payment provider may take an additional 3-5 working days to reflect the refund in your account. |
| Klarna Refunds | If you paid via Klarna, your outstanding balance will be adjusted accordingly. Any instalments already paid will be refunded to your original payment method. |
| Partial Refunds | If a returned item shows signs of use, wear, or damage beyond reasonable inspection, or is returned with the security tag removed, we reserve the right to issue a partial refund reflecting the diminished value. We will notify you before processing any partial refund. |
| Shipping Costs | For change-of-mind returns, original shipping costs are non-refundable unless the entire order is returned. For faulty or incorrect items, all costs including original shipping are refunded in full. |
Exchanges
Due to the limited-availability nature of many of our products, we cannot guarantee that an alternative size, colour, or style will be in stock for a direct exchange.
We recommend returning the item for a refund and placing a new order for the product you require, subject to availability. If you would like to check stock before returning, contact us at Help@thesolestore.co.uk and we will check for you.
Returns Address
Please do not send returns without contacting us first. Once your return is approved, we will provide the returns address and any additional instructions. Unapproved returns may be refused or delayed.
To start a return, email Help@thesolestore.co.uk with your order number.
Business Details
| Legal Name | THEMAINSUPPLIER LIMITED |
| Company Number | 16168678 |
| VAT Number | 517387177 |
| Registered Address | Moreton House, 31 High Street, Buckingham, MK18 1NU |
| Contact | Help@thesolestore.co.uk |
THEMAINSUPPLIER LIMITED is an independent retailer. We are not affiliated with, authorised by, endorsed by, or officially connected to any of the brands listed on this website. All brand names and trademarks are the property of their respective owners and are used solely for product identification purposes.
THEMAINSUPPLIER LIMITED · Company No. 16168678 · VAT 517387177
Registered in England & Wales · Verify on Companies House