Refund policy
In accordance with Article L221-24 of the French Commercial Code, you are entitled to return any product ordered (or pre-ordered) on the ersoulier.com website for an exchange or refund within fourteen (14) days after receiving the delivery (the return must be shipped by day 14), for any reason and without a justification.
To be eligible for a return, the package may be opened upon receipt but all items returned must be unused (in the same condition received) and with tags. All original packaging must also be returned unused. We recommend trying the shoes on non-abrasive surfaces. we will not be able to accept returns if the sole is damaged or marked.
Please inspect your order upon reception and contact us immediately through the Contact us page if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Products returned must be accompanied by their purchase invoice, receipt or proof of purchase, or a copy in case of partial return (e.g. if more than one product was ordered in the same purchase, but you wish to return just one of them).
You must first contact us through the Contact us page. Packages sent without contacting us beforehand will not be accepted.
After you contact us, we’ll send you a return shipping label, and you will be able to send your package to the following address:
ER SOULIER C/O EFILOG LOGISTIQUE
4 allée des Tanneurs
ZI des Tourelles
72800 - LE LUDE
France
Tel: +33 252 49 00 40
Items sent back to us without first requesting a return will not be accepted.
Refunds
Refunds are only processed upon receipt of return merchandise. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return and you haven’t received it, please contact us.
Refunds will be made to the credit or debit card used by the customer to pay for their order or pre-order. If you have changed banks, remember to give your new account details to your old bank.
Exchanges
You can exchange a received product, even if it was pre-ordered: we produce an extra 5% of sneakers to ensure that exchanges can be made, accommodating issues as wrong size. If any sneakers remain, they will be offered for purchase to the members of our community.
You can only exchange the ordered item for another item of the same value. If you would like to exchange it for a product of greater value, you will be required to pay the difference.
All sale items, custom products and gift cards are final and cannot be refunded or exchanged. Please get in touch if you have questions or concerns about your specific item.
Exchanges are only processed upon receipt of return merchandise. Exchanges are shipped back to you free of charge in Europe and at the cost of 30 euros in the rest of the world.
FOR ANY RETURNED ITEMS, YOU WILL NOT BE REFUNDED THE ORIGINAL COST OF SHIPPING AND YOU ARE RESPONSIBLE FOR THE COST OF RETURNING THE ITEM TO US. MAKE SURE TO USE A REPUTABLE SHIPPING COMPANY WITH TRACKING INFORMATION OR PROOF OF POSTAGE, AS WE ARE NOT RESPONSIBLE FOR LOST, MISDIRECTED OR STOLEN PACKAGES OR LATE DELIVERIES. IT IS YOUR RESPONSIBILITY TO ASSUME ALL RISKS, AS WELL AS ALL EXPENSES (AND POTENTIAL INSURANCE AND TRANSPORTATION COSTS), FOR THE RETURN.
You can always contact us for any return question through the Contact us page.
ORDERS AND PRE-ORDERS
Orders and pre-orders are confirmed when the customer completes the online purchase.
By placing an order or pre-order, the customer confirms they accept the Terms of Service and the key features of the product(s) in question.
When an order or pre-order is received, a confirmation email with details of it is sent to the customer. For this purpose, the customer gives their consent to ER Soulier to send them an email confirming and giving details of their order or pre-order.
In the case of pre-orders, amounts paid by the customer before receiving the item do not represent a deposit, within the meaning of Article 1590 of the French Civil Code. If the minimum target for a pre-order campaign is not reached, we will contact the customer at the end of the campaign to inform them that production will not go ahead and they will receive a refund. In such cases, ER Soulier must refund the customer within fourteen (14) days from when their pre-order is canceled.
Regarding orders, if a product ordered is not available, including where this is caused by an issue with a supplier or logistic center, the customer will be informed of this as soon as possible and will be given the option of cancelling their order and opt for a refund, or of choosing a different product within a maximum of fifteen (15) days from being informed of the above.
Delivery address
Products are shipped to the delivery address given by the customer. This may be the home address of the customer or any other individual of their choice, providing the details of said address are given correctly when the order or pre-order is placed. The delivery address may not be a hotel or post office box. The customer must ensure the personal details they are required to provide are accurate and complete. In the event of the contact details of the recipient not being correct, ER Soulier may not be held liable for being unable to deliver the product(s) in question.
Delivery time
Delivery times are given during the order or pre-order process. These are approximate and represent average processing and delivery times.
The customer acknowledges that, in the case of pre-orders, delivery times are longer (usually three months). The estimated delivery time is given in the product information when making a purchase, and in the order or pre-order confirmation email. In terms of pre-orders, delivery times depend on the time needed to manufacture the product(s) in question, as well as the number of items to be produced. ER Soulier may not be held liable for the consequences of a delay in delivery which is beyond its control or is caused by force majeure.
