For customers in Germany, we offer a one-time free exchange option.

If, after the exchange, you find that the product does not meet your needs, you can send it back as a return in accordance with our return policy.
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One-Time Free Exchange Option

The free exchange option is valid only once.
This means you will receive a free return label from us one time.

After this first exchange, all further exchanges or returns are at the customer’s expense – regardless of whether a pair is kept after the exchange or not.
A second free return label will not be provided.

Exchange Period

You can exchange items within 14 days of receiving the goods.

Exchanged items must be sent back to us no later than 14 days after registering the exchange.
The deadline is met if the items are shipped before the 14 days expire.

How the Exchange Works

The exchange is handled conveniently through our SOUL Returns Portal.

To register, you need:

• your order number
• the email address used for the order or
• your postal code

⮕ Step 1

Choose the reason for the exchange and decide whether you want a different size or an alternative product.

• If you need a different size of the same model, you can select it directly.
• If you want a different product, simply enter the name in the search bar.

Important:

• If the new product is more expensive, we will send you a payment link to cover the difference.
• If the new product is cheaper, we will refund you the difference.

⮕ Step 2

Carefully check your delivery address.

⮕ Step 3

Select the return option „DHL“ and click „Create return request“.

The free exchange option is available exclusively via the DHL return option.
If you choose to ship on your own, you will cover the shipping costs yourself.

⮕ Step 4

You will receive your return label within a maximum of 2 business days.

⮕ Step 5

Pack your product carefully and send it back to us.

As soon as we receive your parcel, we will ship out your new desired product.

International Orders 🌎

For international orders, a direct exchange is unfortunately not possible.

Please send the unwanted items back as a return (see the Returns section) and then place a new order for your desired product.

Free Return Label (Germany only)

You will receive a free return label in the following cases:

1. Standard Exchange (one-time)

You ordered a pair of shoes and need a different size.
→ You receive a free return label.
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2. „Quasi-Exchange“ (one-time)

You ordered several sizes of the same or different models, try them on, and keep at least one pair.
→ You will also receive a free return label through the returns portal.

Why „Quasi-Exchange“?
If you first ordered just one pair and then requested a different size, that would be a standard exchange with a free return label.
However, if you order multiple sizes at the same time and ultimately keep the one that fits, the result is the same as an exchange. That is why we also cover the return costs once in this case.

👉 Important:
If you send back your entire order, you will cover the return shipping costs yourself.
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​Exchange When the Desired Size Is Unavailable
If the shoes are too small or do not fit for other reasons and an exchange is not possible because the desired model in the desired size is currently out of stock, please note the following:
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An exchange is only possible within 14 days of receiving the parcel, and only if the desired model and size are directly available.
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An exchange for a preorder model, a preorder size, a made-to-order model, or a custom-order model is not possible.
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In some cases, a model in the desired size becomes available again at short notice through another customer’s return or exchange. If this does not happen within the next 7–10 days, a return is required.
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In such cases, you can contact our team anytime at info@souldancestyle.de. We are happy to inform you about the current production status and when the desired shoes are expected to be available again.

You can return items within 14 days without giving a reason. The period begins as soon as you have received the goods.
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You must send or hand over the items back to us as quickly as possible, but no later than 14 days after your withdrawal. The deadline is considered met if you ship the items before the 14 days expire.
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To register your return, please use our returns portal SOUL Returns Portal
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Please note that the return shipping costs, both national (within Germany) and international, must be borne by you.
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In general, you bear the costs of return shipping (within Germany and internationally).
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You will receive a free return label in the following cases (Germany only):

• Standard Exchange (one-time)
  You ordered only one pair of shoes and subsequently need a different size.
  → In this case, you will receive a free return label from us for the exchange.
• Quasi-Exchange (one-time)
  You ordered multiple sizes of the same or different models, try them on, and keep at least one pair.
  → You will also receive a free return label from us in the returns portal.
  ​
  ​Why „Quasi-Exchange“?
  If you first ordered just one pair and then requested a different size, that would be a standard exchange – with a free return label. However, if you order several sizes at once and keep the one that fits, the result is the same: you are essentially swapping one size for the right one. That is why we treat this case as an exchange and cover the return shipping costs.

👉 If, however, you return your entire order, you bear the return shipping costs yourself.
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You have two options for returning an item:

⮕ Choose a parcel service of your choice, purchase a shipping label, and send the product back to us. Do not forget to register your return in the returns portal.

⮕ Use the SOUL Returns Portal to handle your return.
Register your return there online and purchase your SOUL DHL label for return shipping through the portal.
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​🌎
​* Please note that additional fees, customs duties, taxes, and other surcharges may apply for international returns and are to be borne by the customer. To avoid unexpected situations, we strongly recommend that you inform yourself in advance.
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​All returns please send to:

SOUL Dance Style
c/o WORKBOX 204
Eresburgstr. 24-29
12103 Berlin

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Shoe boxes must not be used as shipping packaging. In case of a return, please pack the shoe box into an additional outer shipping box. If the return label is stuck directly onto the shoe box, we will have to dispose of the shoe box and repackage at considerable effort. For this effort and the resulting costs, we charge €5.
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​Return After Expiry of the Return Period
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The return period is 14 days from receipt of the order.
Within these 14 days, the return must be registered with us.
After successful registration, you then have another 14 days to send the parcel back to us.
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Please note that a return after the expiry of the return period is generally no longer possible.

In justified exceptional cases (e.g., illness, accident, force majeure, or prior written notice of a delayed return), please contact us at info@souldancestyle.de before the return period expires or immediately afterwards.

A return via the returns portal is no longer possible after the deadline.
Unannounced or uncommented returns will not be accepted.
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​Return After an Exchange
For a return following an exchange, you must bear the return shipping costs yourself – there is no free return label.
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The free exchange option is valid only once.
This means you will receive a free return label from us one time.
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After this first exchange, all further exchanges or returns are at the customer’s expense – regardless of whether a pair is kept after the exchange or not. A second free return label will therefore not be provided.
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You only receive a free return label for:

- A standard exchange (one pair ordered, different size needed)

- A quasi-exchange (multiple sizes ordered, at least one pair kept)

After an exchange has already been carried out, the return is treated as a regular return, for which you must cover the shipping costs.

Please register your return through our returns portal: https://souldancestyle.de/apps/returns/

After registration, you will receive an automatic email with step-by-step instructions on how to send the shoes back to us.

More information on returns and exchanges can be found here: https://souldancestyle.de/pages/rucksendung-und-umtausch

Refunds for Returns
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After we receive your parcel, we will refund your money. Please note that this can take up to 14 days and that we must first inspect your return. The money will be refunded via your original payment method.
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If a refund has not yet been issued, this may be because the return parcel has not yet reached us.
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Please check the current shipment tracking status and send us the tracking number so we can check where the parcel is located.
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Refunds are usually issued within 1–3 business days of receiving the parcel, but in individual cases can take up to 14 days.
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If the parcel cannot be delivered (e.g., due to an incorrect address), it will be automatically returned to the sender.