Refund & Returns Policy
We want you to feel confident shopping with InsoleLux. This policy explains how returns, refunds, and exchanges are handled for eligible orders.
Contact Us First
Email our support team with your order number before sending any item back.
Review Eligibility
Items must meet our return condition requirements to qualify for a refund or exchange.
Fast Support
We’ll guide you through the next steps once your request has been reviewed.
Return Eligibility
To request a return, please contact us within 30 days of receiving your order. Returned items should be unused, clean, undamaged, and in their original packaging when possible.
- Items that have been heavily worn, damaged, altered, or trimmed may not be eligible.
- Products must be returned with reasonable care and proper packaging.
- Proof of purchase or order number is required for return support.
How to Start a Return
Email support@staging.insolelux.com with your order number, the item you want to return, and the reason for your request. Please do not send items back before receiving return instructions from our team.
Refunds
Once your return is received and inspected, we will notify you about the approval status. Approved refunds are typically issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Exchanges
If you ordered the wrong size or need a different insole type, contact us and we’ll help review available options. Exchange eligibility depends on item condition, availability, and order details.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us as soon as possible with your order number and clear photos. We’ll review the issue and help make it right.
Return Shipping
Unless the return is due to an error on our side, customers may be responsible for return shipping costs. Original shipping fees may not be refundable unless required by law or approved by our support team.
Can I return trimmed insoles?
Insoles that have been trimmed, altered, or heavily used may not be eligible for return. Please check the fit carefully before cutting.
How long does a refund take?
After approval, refunds are issued to the original payment method. Your bank or payment provider may need additional time to post the refund.
What if I received the wrong item?
Email us at support@staging.insolelux.com with your order number and photos of the item received so we can assist you.
Need Help With a Return?
Our support team is here to help with return questions, exchange options, and order concerns.
Contact Support