Refund policy
At SOVO, we want you to be satisfied with your purchase. If an item is not right for you, you may request a return within 30 days of delivery, subject to the conditions below.
Eligibility for returns
To be eligible for a return, an item must be unused, unworn, and in the same condition in which you received it. Shoes must be returned in their original shoe box and packaging, with all tags, accessories, and inserts included. Please do not place shipping labels or tape directly on the shoe box.
Items that are worn, damaged after delivery, marked, altered, washed, missing original packaging, or returned outside the return window may not be accepted. Final-sale items, gift cards, personalized items, and items specifically identified as non-returnable at checkout are not eligible for return unless required by applicable law.
How to start a return
To start a return, please email service@sovoshoe.com with your order number, the item(s) you wish to return, and the reason for your request. If your return is accepted, we will provide return instructions and the return address. Please do not send an item back before receiving return authorization.
Unless the item is defective, damaged, or incorrect due to our error, the customer is responsible for the cost of return shipping. We recommend using a tracked shipping service, as SOVO cannot be responsible for returned parcels that do not reach us.
Damaged, defective, or incorrect items
Please inspect your order as soon as it arrives. If you receive a defective, damaged, or incorrect item, contact us at service@sovoshoe.com within 7 days of delivery. Include your order number and clear photos of the item, packaging, and shipping label so that we can assess the issue promptly.
Exchanges
The fastest way to receive a different size or style is to return the eligible item and place a new order after your return has been accepted. If you offer direct exchanges instead, replace this paragraph with your exchange process.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, the refund will be issued to your original payment method. Original shipping charges, return-shipping charges, customs duties, and taxes are non-refundable unless the return is caused by our error or required by applicable law.
Please allow 5–10 business days for your bank or payment provider to post the refund after it has been issued.