At Activesoul Shoes Store, we want you to be completely satisfied with your active lifestyle footwear purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Items must be unused, in their original condition, and in the original packaging
  • All tags and labels must be attached
  • Shoes must not show signs of wear or damage

Note: For hygiene reasons, we cannot accept returns on ballet shoes unless they are defective or damaged upon arrival. All other footwear categories (athletic, boots, casual, boat shoes, and accessories) are eligible for returns.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service within 15 days of receiving your order at [email protected] with your request using the template below
  2. We’ll respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and return instructions
  3. Package your items securely in the original packaging (or similar protective packaging) and include all original contents
  4. Ship your return to our warehouse at the address provided in your RMA email
  5. Once we receive and inspect your return, we’ll process your refund or ship your exchange

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Processing

Once your return is received and inspected:

  • Refunds will be processed to your original payment method within 5-7 business days
  • Shipping fees are non-refundable (except in cases of our error)
  • You will receive an email notification when your refund has been processed

Note: Depending on your bank or payment provider, it may take additional time for the refund to appear in your account (typically 3-10 business days after we process it).

Exchanges

To exchange an item for a different size or color:

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement item
  3. We’ll ship your new item once we receive your return

If the exchange item is more expensive, you’ll need to pay the difference. If it’s less expensive, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a free return and replacement

Return Request Template

Use this template when emailing your return request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Activesoul Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Order Date: [MM/DD/YYYY] Item(s) to Return: [Product Name, Size, Color] Reason for Return: [Please specify] For exchanges: Desired Replacement Item: [Product Name, Size, Color] Please provide return instructions and your return address. Best regards, [Your Full Name] [Your Contact Information]

Return Address

Once your return is authorized, please ship your package to:

Activesoul Shoes Store Returns
1471 Emily Drive
Columbia, US 29210

If you have any questions about our returns policy, don’t hesitate to contact us at [email protected].

Last Updated: [Insert Date]