PRIVACY POLICY

How do I cancel my order?

ORDER CANCELLATIONS ARE NOT POSSIBLE. This is because your order is processed right after the order is placed. If you need to modify an order for any reason, please email info@thesolestruck.com
Who do I contact regarding my order?

All order inquiries should be made to: info@thesolestruck.com. Please do not DM or leave comments on the Instagram Page. Direct Messages will have a slower response rate due to high volume of DMs. This is not the best form of communication as it is easy for your DM to get lost below all other messages.
How soon will I get a response?

Email response time is within 24 hours.
Is there a number I can contact?

There currently is no inbound call system. The best way to contact is via email at info@thesolestruck.com.
How do I get a refund?

A refund can only be issued in two circumstances. If the item that was sent to you is incorrect or is the wrong size than the one you asked for, you will be able to receive a refund. Refunds take usually about 4-7 business days to be sent back to your original payment method, once issued. Items received must be completely unused to be eligible for a refund and must be sent back to Sole Struck before a refund can be issued. Please email or dm if there was an issue with your order.
Where can I find my tracking number?

Once an order has been fulfilled, you will receive a shipping confirmation email or text message that includes your tracking number within 1-1.5 weeks of the order being placed. It's recommended that you check your spam folder before contacting if you did not receive a confirmation email within this timeframe.
My package was returned to the sender, what do I do now?

Your order can be returned to us for one of the following reasons: insufficient address, Attempted-not known, signature not available, missing unit, unable to forward. You will have to pay the reshipment fee of your choice from the options we offer. Any future orders with an incorrect address will be charged the original label cost. We cannot resend any packages unless the address is corrected within PayPal, for security purposes. Please note, we do not have control over UPS returning packages.
I received an email saying that my order was flagged as medium/high risk. What happens now?

Orders are flagged by our internal processing system when it deems them as a fraudulent risk. Any orders that come in as medium or high risk fraudulent will need to be verified before being processed and shipped. This is done to ensure the cardholder and merchant's safety and to minimize the chance of bank charge backs from cardholders who have been victim of fraud.
Why is my order showing as Medium or High Risk?

Your order may be Medium or High risk if it meets any of the following criteria below: Multiple failed payment attempts were made to place the order (raises concern of stolen cards being used) CVV is incorrect. There are two different recipient names. IP Address where order was placed is nowhere near the ultimate shipping destination (example, order placed from China but being shipped to UK, this is cause for concern and raises red flag of possible credit card fraud). Billing and Shipping Address are not an exact match. Your order will be cancelled and refunded. Refunds take about 5-7 business days to revert back to the original payment method used at checkout.