Size exchanges and order help
Need a different size? Request one size exchange within 14 days of delivery. Items must be unworn and unwashed, with original tags and packaging. You pay return and replacement shipping. If the replacement size is unavailable, we will offer store credit. Matching sets must be returned complete.
No change-of-mind refunds, including clearance and overstock offers. Confirmed wrong or defective items qualify for a replacement or refund, with necessary shipping covered by SF Plug. See our exchange and refund policy.
Wrong or defective item?
Received the wrong item, a size different from your order, or a defective item? Contact SF Plug promptly with your order number and clear photos. After we verify the issue, we will arrange a correct replacement or a refund to your original payment method and cover any necessary return and replacement shipping. The 14-day size-exchange window does not limit your rights for these issues.
Need to change or cancel an order?
Contact us immediately. We will check whether a change is still possible before processing. Changes are not guaranteed once fulfillment has begun.
If we cannot ship within the promised shipping timeframe, we will contact you with an updated shipment date and the option to consent to the delay or cancel for a full refund. If we cannot fulfill your order, we will cancel it and promptly refund the full amount paid. This applies to in-stock and pre-order purchases.
For help, email Solefactoryofficial@gmail.com or use our contact page. The full exchange and refund policy explains eligibility and how to request an exchange.