Refund policy

At Amber Sole, we want you to be completely satisfied with your purchase. This Return and Refund Policy explains your rights and how to return products and receive a refund. It is based on European Union consumer protection law, including the Consumer Rights Directive (2011/83/EU) and the Sale of Goods Directive (EU) 2019/771, as implemented in the national law of your country of residence. Nothing in this policy limits your statutory rights as a consumer.

1. Your Right of Withdrawal (60 Days)

If you are a consumer in the European Union, you may withdraw from your purchase within 60 calendar days without giving any reason.

The withdrawal period ends 60 days after the day on which you, or a third party you have designated (other than the carrier), take physical possession of the goods. If an order contains several items delivered separately, the period ends 60 days after you receive the last item.

To exercise your right of withdrawal, you must inform us of your decision with a clear statement, for example by email to contact@ambersole.com. You may use the model withdrawal form at the end of this policy, but this is not mandatory. It is sufficient to send your notice before the withdrawal period expires.

2. How to Return Your Items

1. Notify us: Send an email to contact@ambersole.com with your order number, the items you wish to return, and your statement of withdrawal.
2. Receive instructions: We will confirm receipt of your request and send you the return address and instructions.
3. Send the goods back: Return the items without undue delay and no later than 60 days after notifying us of your withdrawal. The deadline is met if you send the goods before the 60-day period has expired.
4. Pack carefully: Please use suitable, secure packaging. Where possible, include the original packaging, labels and accessories.

We recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.

3. Condition of Returned Items

You may handle and inspect the products in the same way you would in a physical shop, to establish their nature, characteristics and functioning. You are only liable for any loss in value of the goods resulting from handling beyond what is necessary for this purpose. In that case, we may deduct an amount corresponding to that loss in value from your refund.

4. Return Shipping Costs

  • Change of mind (right of withdrawal): You bear the direct cost of returning the goods.
  • Faulty, damaged or incorrect items: We cover the return shipping costs in full. Please contact us first so we can arrange the return.

5. Refunds

When you withdraw from your purchase, we will refund all payments received from you, including the standard delivery costs, without undue delay and no later than 60 days from the day we are informed of your decision to withdraw.

Please note:

  • If you chose a delivery method other than the least expensive standard delivery we offer, we are not required to refund the additional cost.
  • We may withhold the refund until we have received the goods back, or until you have provided proof that you have sent them, whichever comes first.
  • Refunds are issued in EUR (€) using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.
  • Depending on your bank or payment provider, it may take a few additional business days for the refund to appear in your account.

6. Exceptions to the Right of Withdrawal

In accordance with EU law, the right of withdrawal does not apply to:

  • Goods made to your specifications or clearly personalised.
  • Sealed goods that are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery.
  • Goods that, after delivery, have been inseparably mixed with other items due to their nature.

Where an exception applies, this will be clearly indicated on the product page before purchase.

7. Faulty or Non-Conforming Products (Legal Guarantee)

Regardless of the right of withdrawal, you are entitled to a legal guarantee of conformity for at least 2 years from delivery, in accordance with Directive (EU) 2019/771 and the national law of your country of residence, which may provide longer periods.

If a product is faulty, damaged or does not match its description, you are entitled to:

  • Repair or replacement, free of charge, within a reasonable time; or, where this is not possible or not carried out properly,
  • A price reduction or a full refund.

Any lack of conformity that becomes apparent within one year of delivery is presumed to have existed at the time of delivery, unless proven otherwise.

To report a problem, please email contact@ambersole.com with your order number, a description of the issue and, if possible, photos of the product. We will cover all costs related to returning faulty or incorrect items.

8. Damaged or Incorrect Deliveries

If your order arrives damaged, or you receive the wrong item, please contact us as soon as possible. We will arrange a replacement or a full refund at no additional cost to you.

9. Exchanges

If you would like a different size, colour or product, the simplest way is to return the original item under your right of withdrawal and place a new order. This ensures you receive your new item as quickly as possible.

10. Model Withdrawal Form

*(Complete and return this form only if you wish to withdraw from the contract.)*

To: Amber Sole, contact@ambersole.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

  • Ordered on / received on:
  • Order number:
  • Item(s):
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date:

11. Disputes

If you are not satisfied with how we have handled your return or complaint, please contact us first so we can try to resolve the matter. You also have the right to contact the consumer protection authority or an alternative dispute resolution body in your country of residence.

Contact

If you have any questions about this Return and Refund Policy, or wish to start a return, please contact us:

Amber Sole
Email: contact@ambersole.com