At Activesoul Shoes Store, we’re committed to making your active lifestyle easier with quality footwear and hassle-free shopping. Below you’ll find all the details about our shipping and returns processes to ensure complete satisfaction with every purchase.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Includes tracking and insurance
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Includes basic tracking

Note: Delivery times are estimates and may vary based on destination and customs processing. We currently ship worldwide except to certain remote areas and parts of Asia.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.

Returns & Exchanges

We stand behind our active footwear and want you to love every pair. If you need to return or exchange an item, here’s what you should know:

Return Policy Overview

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original condition with all tags attached and packaging intact
  • Non-Returnable Items: For hygiene reasons, ballet shoes cannot be returned unless defective

Important: Shoes showing signs of wear or damage may be refused for return. All other footwear categories (athletic, boots, casual, boat shoes, and accessories) are eligible for returns.

How to Return or Exchange

Follow these simple steps:

  1. Contact Us: Email [email protected] within 15 days of receiving your order using our return template below
  2. Get Authorization: We’ll respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions
  3. Pack Securely: Use original packaging (or similar protective packaging) and include all original contents
  4. Ship Your Return: Send to our warehouse at:
    Activesoul Shoes Store Returns
    1471 Emily Drive
    Columbia, US 29210
  5. Receive Refund/Exchange: We’ll process once we receive and inspect your return

Return Shipping Costs

Customers are responsible for return shipping 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

  • Refunds are processed to your original payment method within 5-7 business days after we receive your return
  • Shipping fees are non-refundable (except in cases of our error)
  • You’ll receive email confirmation when your refund is processed
  • Depending on your bank/payment provider, it may take 3-10 additional business days for the refund to appear in your account

Exchanges

To exchange for a different size or color:

  • Follow the standard return process above
  • Clearly indicate in your email that you want an exchange and specify the replacement item
  • We’ll ship your new item once we receive your return
  • Price differences will be refunded or charged as needed

Damaged or Defective Items

If you receive a damaged or defective item:

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

Return Request Template

Use this template for your return request email:

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]

Need Help?

For any questions about shipping or returns, contact our friendly customer service team at [email protected]. We’re here to help you stay active and comfortable!