Orders & Returns
What is the return policy? Customers may return their order within 30 days of purchase. We partner with Redo that allows you for a very small fee to purchase unlimited returns and exchanges. For full detail of our policy click here:
How can I track my order? When your order ships you will receive an email with the tracking number, there will be a link that will provide you with an estimated delivery date.
How do I process a return? We have streamlined and automated the returns process. Simply go to the portal, enter your order number and follow the steps to get a return shipping label. https://trysolelyjane.com/apps/redo/returns-portal
Can I change or cancel my order? If you need to make changes to your order you must do so in 24 hours otherwise the order will be processed. Please contact customer service immediately to make any adjustments and we will do our best to accommodate. email@example.com
How long does it take for my order to arrive? Orders process within 1-2 business days and take an additional 3-5 business days depending on where you are located.
How long does it take to process a refund? Once your refund has been processed in our system it will take 3-4 business days for the money to show back up in your account.
How do the tops fit into the bottoms? Solely Jane has a unique patented rail system that allows the tops to slide into the receiving rail of the soles. We have found the easiest way to put them on is slide one side 1-2 inches and then the other side until you can lock them in place.
How do I clean the rails in my Solely Jane shoes? If there is dirt or debris that gets into the rails you can use a pipe cleaner, or other small brush to remove any dirt.
My shoe squeaks when I walk, can I fix that? It is very common for shoes to squeak a little but to help we have a shoe care kit that can help lubricate the rails to reduce any noise. Please contact customer service for more information: firstname.lastname@example.orgHow do I contact customer service? Our customer service team will respond in less than 24 hours and are happy to help resolve any concerns. Simply email them at email@example.com