Refund policy

Returns & Refund Policy

At AmberSole, we want you to be satisfied with every purchase. If something is not right with your order, we are here to help.

This Returns & Refund Policy explains your rights, return options, applicable time limits, and how to submit a request.

This policy applies in addition to any mandatory consumer rights available to customers under applicable European Union and national consumer protection laws.

1. 30-Day Return Policy

AmberSole offers customers a 30-calendar-day return period, starting from the date the order is delivered.

To request a return, please contact us within 30 calendar days of receiving your order.

This commercial return policy is provided in addition to the statutory rights available to consumers under applicable European law.

2. EU 14-Day Right of Withdrawal

If you are a consumer purchasing online within the European Union, you generally have the legal right to withdraw from your purchase within 14 calendar days after receiving your order, without having to provide a reason.

To exercise your right of withdrawal, you must clearly inform AmberSole of your decision within the applicable 14-day period.

After informing us of your withdrawal, the goods must be returned in accordance with the return instructions provided by our customer support team.

This statutory right is separate from AmberSole's voluntary 30-day return policy.

3. Return Eligibility

To qualify for a standard return, the footwear must be:

  • Unworn beyond what is reasonably necessary to inspect and try on the product;

  • Free from dirt, stains, excessive creasing, odours, or other signs of outdoor use;

  • Returned with all accessories and components supplied with the order;

  • Returned with original tags and labels where applicable;

  • Returned in the original packaging whenever reasonably possible;

  • Accompanied by proof of purchase or the relevant order number.

We strongly recommend trying footwear on indoors, on a clean and dry surface, until you are certain that you wish to keep it.

Products showing signs of actual outdoor use may not qualify for our voluntary 30-day return policy.

Nothing in this section limits mandatory consumer rights relating to defective or non-conforming goods.

4. About AmberSole Products

AmberSole sells replica and independently manufactured footwear based on popular footwear styles and designs.

Unless explicitly stated otherwise on a product page, products sold by AmberSole are not manufactured, authorised, endorsed, sponsored, or distributed by the original brand owners.

Any third-party brand names, logos, model names, or design references appearing on products or product listings refer to the corresponding design or style and do not imply an official relationship between AmberSole and the respective brand owner.

Customers should review product descriptions and photographs carefully before purchasing.

5. Product Variations

Because our footwear may originate from independent production batches, minor variations can occur between products or batches.

These may include small differences in:

  • Colour or shade;

  • Stitching;

  • Material texture;

  • Internal labels;

  • Logo positioning;

  • Decorative elements;

  • Packaging;

  • Shoebox design;

  • Finishing details.

Minor manufacturing variations that do not materially affect the appearance, structure, durability, or normal use of the product are not automatically considered defects.

However, your statutory rights remain unaffected where a product is defective or does not materially correspond to the description provided at the time of purchase.

6. Sizing

Please review the size guide displayed on the relevant product page before placing your order.

Sizing and fit can differ depending on the model.

If you order the wrong size and wish to return or exchange the product, you may do so subject to the conditions of this policy.

For returns resulting from a customer's size selection or change of preference, return shipping costs may be the customer's responsibility where permitted by law and where this was disclosed before purchase.

If AmberSole sends a different size from the size shown in your order confirmation, we will cover the reasonable costs associated with correcting the order.

7. How to Start a Return

To request a return, please contact AmberSole Customer Support using the contact details displayed on our website.

Please provide:

  1. Your order number;

  2. The name used to place the order;

  3. The product you wish to return;

  4. The reason for the return, where applicable;

  5. Photos or videos if the item is damaged, defective, or incorrect.

For damaged, defective, or incorrect products, photos should preferably show:

  • The complete product;

  • The issue or defect;

  • The size label;

  • The packaging;

  • The shipping label, when relevant.

Our support team will provide the appropriate return instructions and return address.

Please do not send products to an address without first obtaining the correct return instructions from AmberSole.

This requirement does not restrict your statutory right to notify us of withdrawal within the legally applicable deadline.

8. Return Shipping Costs

Change of Mind or Incorrect Size

If you return an item because you changed your mind, ordered the wrong size, or prefer another product, you may be responsible for the direct cost of returning the item, where permitted by applicable law and where you were informed of this obligation before purchasing.

Defective, Damaged, or Incorrect Products

If the product is confirmed to be defective, damaged upon arrival, materially different from its description, or different from what you ordered, AmberSole will bear the appropriate return or replacement costs as required by applicable consumer law.

Depending on the circumstances and applicable legal requirements, the remedy may include:

  • Repair;

  • Replacement;

  • Price reduction; or

  • Full or partial refund.

9. Exchanges

Exchanges for another size, colour, or model are subject to product availability.

For faster processing, we may recommend returning the original product and placing a new order for the desired item.

If you request a direct exchange, our customer service team will confirm availability and provide further instructions.

Exchange shipping charges may apply where the exchange is requested for personal reasons rather than because of an incorrect or defective product.

10. Defective or Non-Conforming Products

Please inspect your order as soon as reasonably possible after delivery.

If you notice that your product is:

  • Defective;

  • Damaged;

  • The wrong model;

  • The wrong colour;

  • The wrong size compared with your order;

  • Missing an essential component; or

  • Materially different from its advertised description;

please contact AmberSole as soon as possible and provide your order details together with relevant photographs.

Reporting an obvious shipping problem promptly helps us investigate the matter with the carrier or supplier.

A request that is not reported immediately does not automatically remove any statutory rights you may have regarding defective or non-conforming goods.

11. Legal Guarantee for EU Consumers

Consumers purchasing goods covered by European Union consumer protection rules benefit from the applicable legal guarantee of conformity, including a minimum legal guarantee period of 2 years under EU rules.

Where goods are defective or do not conform to what was advertised or agreed, consumers may be entitled to remedies such as repair or replacement without charge.

Where repair or replacement is impossible, unavailable, disproportionate, or cannot be completed within a reasonable period without significant inconvenience, consumers may also be entitled to an appropriate price reduction or refund, depending on the circumstances and applicable national law.

National consumer laws may provide additional rights.

12. Refunds

Once a return is received, AmberSole will inspect the returned product.

For returns under our voluntary return policy, inspections will normally be completed within 3–5 business days after receipt.

Approved refunds will be issued in EUR (€) using the original payment method whenever possible.

For the statutory EU right of withdrawal, reimbursement will be handled within the legally required timeframe.

AmberSole may, where permitted by applicable law, withhold reimbursement until:

  • We have received the returned goods; or

  • You provide evidence that the goods have been sent back,

whichever occurs first.

After AmberSole processes a refund, your bank, credit card issuer, payment provider, or financial institution may require additional processing time before the funds appear in your account.

13. Original Delivery Charges

Where a consumer validly exercises the statutory right of withdrawal, eligible standard delivery charges will be refunded as required by applicable law.

If you selected a more expensive delivery option than the least expensive standard delivery method offered by AmberSole, any additional delivery cost may not be refundable to the extent permitted by law.

For voluntary returns made outside the statutory withdrawal period, original delivery fees may be non-refundable unless the return results from an error by AmberSole or a defective product.

14. Refund Currency

All AmberSole prices and refunds are processed in euros (EUR / €) unless explicitly stated otherwise at checkout.

If your bank, card provider, or payment service uses another currency, it may apply its own:

  • Foreign exchange rate;

  • Currency conversion fee;

  • International transaction fee.

AmberSole does not control exchange rates or fees applied independently by financial institutions or payment providers.

15. Condition of Returned Footwear

When exercising a statutory right of withdrawal, customers may inspect and handle the product to the extent reasonably necessary to determine its nature, characteristics, and fit.

If the product has been handled beyond what is reasonably necessary and its value has been reduced as a result, deductions may be made from the reimbursement where permitted by applicable law.

Examples of excessive handling may include:

  • Wearing the shoes outdoors;

  • Heavily marking or dirtying the soles;

  • Washing the shoes;

  • Altering the product;

  • Intentionally removing or damaging components;

  • Causing stains, odours, or physical damage.

16. Shoeboxes and Packaging

Shoeboxes may occasionally show minor marks or compression resulting from transportation.

Minor cosmetic damage to outer packaging that does not affect the footwear itself is not necessarily considered a product defect.

Where packaging forms a material part of the product or affects its advertised value, the circumstances will be assessed accordingly.

17. Order Cancellations

You may request cancellation before your order has entered processing or fulfilment.

Please contact us as soon as possible and include your order number.

If your order has already been dispatched, immediate cancellation may no longer be possible and the applicable withdrawal or return procedure may need to be followed after delivery.

Your statutory rights remain unaffected.

18. Lost or Missing Deliveries

If tracking indicates that a parcel has been delivered but you cannot locate it, we recommend first:

  • Checking with other members of your household;

  • Checking with neighbours or reception staff;

  • Looking in any safe-place locations used by the carrier;

  • Contacting the delivery carrier.

If you still cannot locate the parcel, contact AmberSole with your order details.

Where AmberSole or a carrier chosen by AmberSole is responsible for delivery, responsibility for the goods remains governed by the applicable consumer protection rules until delivery has been completed.

19. Incorrect or Incomplete Addresses

Customers should ensure that the shipping details submitted at checkout are accurate and complete.

If a parcel cannot be delivered because of an incorrect or incomplete address provided by the customer, additional delivery costs may apply if a new shipment is required, where permitted by applicable law.

Each case will be reviewed individually.

20. Exceptions to the Right of Withdrawal

Certain categories of goods may be excluded from the statutory right of withdrawal under applicable European law.

For footwear, these exceptions will generally be relevant only in unusual circumstances, such as products that have been clearly personalised or made specifically to the customer's specifications.

Any applicable exception will be communicated before purchase where required.

21. Your Consumer Rights

This Returns & Refund Policy does not exclude, restrict, or replace any mandatory consumer rights available under European Union law or the national law applicable to your purchase.

If any provision of this policy conflicts with a mandatory consumer protection rule that applies to your order, the mandatory legal rule will prevail.

22. Policy Updates

AmberSole may update this Returns & Refund Policy from time to time.

The updated version will become effective once published on our website.

Where required by applicable law, the version of the policy applicable at the time of your purchase will continue to govern your order.

Contact Us

If you have any questions about a return, exchange, defective product, or refund, please contact AmberSole Customer Support through the contact information provided on our website.

Please include your order number whenever possible so that we can assist you efficiently.