Terms of Service

1. Introduction & Agreement

Welcome to SoleMate ("we," "us," "our," "the Brand"). We provide premium footwear, custom ordering services, and related recrafting and aftercare services. These Terms of Service ("Terms") constitute a legally binding agreement between you ("the Customer," "you") and SoleMate. These Terms govern your use of our website (the "Site"), your purchase of our products (the "Footwear"), and your engagement in any of our services, including custom orders. By accessing our Site or initiating a purchase or custom order, you confirm that you have read, understood, and agree to be bound by these Terms in their entirety.

2. Eligibility

To purchase Footwear or engage in services from SoleMate, you must be at least 18 years of age and possess the legal authority and capacity to enter into a binding contract. You affirm that all information provided to us during the account creation and purchasing process is true, accurate, current, and complete.

3. Customer Responsibilities

You, the Customer, agree to provide and maintain current, complete, and accurate information for your customer account and any purchases. This includes your full name, a valid email address, a correct and secure shipping address, and accurate payment information.

For Custom Orders: The creation of a custom pair of shoes is a collaborative process. It is your responsibility to provide accurate information (e.g., foot measurements, size, width) and to provide timely and definitive approval of all design elements, including but not limited to design sketches, material swatches, and fit prototypes. SoleMate is not responsible for fit or aesthetic issues arising from inaccurate information provided by you or changes of mind after a design stage has been formally approved.

4. Products, Orders & Availability

Placing an order through our Site or with a customer specialist constitutes an offer to purchase our products or services. An order is deemed confirmed only upon your receipt of an official order confirmation from SoleMate. All Footwear is subject to availability. As we use natural materials like full-grain leather, slight variations in color, grain, and the presence of natural markings are inherent characteristics and a hallmark of their unique, high-quality origin. We reserve the right to limit the quantities of any Footwear or services that we offer and to discontinue any style at any time.

5. Pricing, Billing, and Payment

All prices are quoted in the currency displayed and are subject to applicable taxes and insured shipping fees, which will be clearly itemized at checkout. Full payment is required for all in-stock Footwear at the time of ordering. For custom orders, a non-refundable deposit of 50% of the estimated total is required to commence work, with the final balance due upon completion and prior to delivery. We reserve the right to change prices for products and services; however, prices for confirmed orders and custom projects with a paid deposit will be honored. Prices for certain premium and exotic materials are subject to market fluctuations.

6. Delivery & Shipping

All delivery and shipping timeframes provided are estimates. The creation time for custom orders may take between 8 to 12 weeks, or longer for highly complex designs. We partner exclusively with reputable, fully insured couriers. Our obligation is to deliver your order to the secure address you provide. Title and risk of loss for all Footwear pass to you upon delivery confirmation from the carrier. We are not responsible for orders that are lost, stolen, or misdelivered due to incorrect or insecure address information provided by you.

7. Returns, Warranty & Cancellations

Our policies are designed to ensure your confidence and satisfaction while respecting the unique and custom nature of our products.

• In-Stock Footwear: We offer a 30-day return and exchange policy for all in-stock Footwear as part of our "Perfect Fit Promise." Items must be in their original, unworn condition with all original documentation and packaging to be eligible for a full refund or exchange. Items that show any signs of wear are not eligible.
• Custom & Personalized Footwear: Due to their bespoke and personalized nature, all custom orders and monogrammed items are final sale and cannot be returned for a refund. We work diligently through the approval process to ensure your complete satisfaction before final creation.
• One-Year Craftsmanship Guarantee: All SoleMate Footwear is covered by a one-year guarantee against manufacturing defects in materials and workmanship. This warranty guarantees the quality of our craft. It does not cover issues arising from normal wear and tear, accidental damage, improper care, water damage, or damage from third-party alterations or repairs. Warranty claims are assessed on a case-by-case basis by our master artisans.
• Cancellations: You may cancel an order for an in-stock item before it has been shipped. For custom orders, the 50% initial deposit is non-refundable once the design process or material sourcing has commenced.

8. Intellectual Property

The "SoleMate" name, our logo, website design, text, graphics, photography, unique footwear designs, collection names (e.g., 'The Urban Strider', 'The Apex Runner'), and all other brand materials ("Brand Assets") are the exclusive intellectual property of SoleMate and are protected by international copyright, trademark, and trade dress laws. We grant you a limited, non-exclusive, non-transferable license to access our Site for personal, non-commercial use. Any unauthorized use, reproduction, or distribution of our Brand Assets is strictly prohibited.

9. Limitation of Liability

To the fullest extent permitted by law, SoleMate's liability for any claim arising out of your purchase or engagement of our services shall be limited to the total amount you have paid to us for the specific Footwear or custom order in question. In no event shall we be liable for any indirect, incidental, special, or consequential damages. We are not liable for issues arising from inaccurate information provided by the Customer for custom orders. We are not responsible for events of Force Majeure, including but not limited to acts of God, natural disasters, or other circumstances beyond our reasonable control that may disrupt service.

10. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of New York, USA, without regard to its conflict of law principles. In the event of any dispute arising from these Terms or our services, you agree to submit to the exclusive jurisdiction of the state and federal courts located in New York County, New York.

11. Policy Updates

We reserve the right to update or modify these Terms of Service at any time without prior notice. The revised Terms will be posted on our Site, and the "Last Updated" date will be amended. Your continued use of our services or placement of an order after any such changes are posted constitutes your acceptance of the new Terms.

12. Contact

If you have any questions about these Terms of Service, please contact our Customer Support team: