Refund and Returns Policy
Effective date: 17 October 2026
This policy explains how cancellations, returns, exchanges and refunds are handled for purchases made through bluesole.shop. It should be read with our Return Policy and Terms & Conditions.
Order cancellations
A cancellation request should be made as soon as possible. We can cancel an order only before it has been packed or handed to the delivery partner. Once dispatch has started, the order cannot normally be cancelled; you may refuse delivery where the courier permits, or request a return after delivery under the Return Policy. BLUESHOP may cancel an order because of stock errors, payment issues, suspected fraud, incorrect pricing or inability to deliver, in which case any amount paid will be refunded.
Damaged, defective, incorrect or missing items
Please contact us within 10 days after delivery if an item is damaged, defective, materially different from its listing, incorrect or incomplete. Include the order number and clear photographs or video where reasonably requested. We may arrange inspection, pickup or other verification before approving a replacement or refund.
Return eligibility
Eligible products may be returned within 30 days after delivery if they are unused, unworn, unwashed and in the condition received, with original tags, accessories and packaging, together with proof of purchase. Certain products are excluded for hygiene, safety or legal reasons, including undergarments, panties and slips, intimate or personal-care items, gift cards, customised items and products marked final sale or non-returnable. Additional exclusions may be shown on the product page.
Return review and refunds
When a returned item is received, we inspect it and notify you whether the return is approved. Approved refunds are issued to the original payment method. We normally initiate the refund within 7 to 10 business days after approval. Banks, card issuers and payment providers may take additional time to display the credit. Cash-on-delivery refunds may require verified bank or payment details.
Shipping charges and deductions
Original delivery charges are not refundable unless the return results from our error or the product was damaged, defective or incorrect. Return shipping may be deducted from the refund where the customer is responsible for the return. If an item is returned used, damaged, incomplete or without required packaging, we may reject the return or make a reasonable deduction where permitted by law.
Exchanges
Exchanges depend on stock availability and successful inspection of the returned item. If the requested replacement is unavailable, we may offer another item, store credit where agreed, or a refund to the original payment method.
Late or missing refunds
If an approved refund has not appeared after the stated processing period, first check with your bank, card issuer or payment provider. If the issue remains unresolved, email us with your order number and refund confirmation.
Manufacturer warranties
Where a product is covered by a manufacturer warranty, warranty claims may need to be raised directly with the manufacturer or authorised service centre. This does not limit rights available under applicable consumer law.
Contact
To request a cancellation, return, exchange or refund, email info@bluesole.online with your order number and a description of the issue. Do not send a product back until return instructions have been provided.