Refund policy
The Wear Soft
Every pair is inspected before dispatch. This policy explains when an order can be replaced and how refunds are handled. By purchasing on thewearsoft.com, you accept these terms.
What Is and Is Not Eligible
|
Situation |
Replacement |
|
Manufacturing defect or damage from our side |
Yes |
|
Wrong size, colour or article delivered by us |
Yes |
|
Customer did not like the design, colour or look |
No |
|
Customer ordered the wrong size and we shipped it correctly |
No |
|
Product worn outdoors |
No |
|
Original box, dust bag or tags missing |
No |
|
Claim raised after 3 days of delivery |
No |
Eligible claims are free. We cover return shipping and the replacement dispatch.
Defects covered include faults in stitching, sole separation, heel damage, broken straps, buckle failure and damage to the upper.
Not covered: minor colour variation between your screen and the physical product is normal and is not a defect. Sizing runs from US 5 to US 13, which is EU 35 to EU 43, so please check our size guide before ordering. You may try a pair on indoors on a clean surface, but any sole scuffing, dirt or creasing means it cannot be replaced.
Claim Window
Claims must be raised within 3 days of delivery. Claims after this period cannot be processed. Please inspect your order on the day it arrives.
How to Raise a Claim
Send the following to 0306 3555179 on WhatsApp or shop@thewearsoft.com:
1. Your order number
2. An unboxing video showing the sealed parcel being opened, with the product visible from the moment the packaging is cut
3. Clear photographs of the defect, or of the wrong size or article received
4. The product in original, unworn condition with all packaging
The unboxing video is mandatory. It establishes the condition of the product at delivery and protects both sides. Claims without it may be reviewed at our discretion but cannot be guaranteed.
Replacement Timeline
|
Step |
Timeline |
|
Claim raised |
Within 3 days of delivery |
|
Eligibility reviewed |
24 to 48 working hours |
|
Original item collected |
1 to 2 working days after approval |
|
Returned item inspected |
2 to 3 working days |
|
Replacement dispatched |
3 to 5 working days after inspection |
From approved claim to dispatch is typically 7 to 10 working days.
If the Replacement Is Out of Stock
You may choose either an alternative article of equal value from our current collection, or store credit equal to the amount paid, valid for 3 months.
Refunds
We operate a replacement only policy. Cash refunds are not issued once an order has been delivered and accepted.
Two exceptions:
1. You cancel before dispatch and have already paid by bank deposit or transfer. The full amount is returned to your bank account within 7 to 10 working days. We will need your account title, account number and bank name.
2. We cannot fulfil your order and you have already paid. The full amount is returned within 7 to 10 working days, or converted to store credit if you prefer.
Cash on delivery orders involve no advance payment, so no refund arises if they are cancelled before dispatch.
Cancelling an Order
You may cancel any time before dispatch by contacting 0306 3555179 with your order number. Once the parcel is handed to the courier it cannot be cancelled.
Sale Items
Sale and discounted items carry the same replacement terms as regular priced items.
Contact for Claims
The Wear Soft WhatsApp: 0306 3555179 Email: shop@thewearsoft.com
Please quote your order number in your first message.