RETURNS & COMPLAINTS

Here you can find the most common questions about orders.

How can I return?

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
Warehouse
Urfelder Str. 997
50389 Wesseling
Germany

Outside EU: Please note that all sales made outside of the European Union (EU) are final!


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.
 

Can I return instore?

Sorry, we don't offer instore returns. Please follow our description in the "How can I return" section.

Can I exchange products?

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.
 

How does the return with Klarna work?

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!
 

Can I return an order bought with Klarna in your stores?

Please note that orders paid with Klarna cannot be returned in the store. Please use the post for returns.