Refund policy

Last Updated: May 2026

At SULM8, we stand behind our craftsmanship 100%. Whether you are buying a "Ready-to-Ship" pair or a "Custom Batch" order, our goal is to ensure your solemate fits the journey ahead.

1. Ready-to-Ship Items

These are standard stock items that were not made to custom specifications.

  • Return Window: 30 days from the date of delivery.

  • Condition: To be eligible, items must be in the same condition you received them: unworn, unused, in original packaging, and with all tags attached.

  • Proof of Purchase: A receipt or proof of purchase is required for all returns.

  • Process: Contact us at support@sulm8.co.za or via WhatsApp at +27 67 102 2615 to initiate a return. If accepted, we will provide a return shipping label and instructions. Items sent back without a prior request will not be accepted.

2. Custom and Batch Orders

Because these boots are made specifically to your design, size, and material specifications, they are subject to different rules:

  • Final Sale: Custom and personalized orders are Final Sale and cannot be returned for a refund due to a change of heart.

  • One-Time Size Exchange: We understand that fit is everything. We offer a one-time size exchange within 14 days of delivery. In this case, the customer is responsible for the return shipping costs to our Randburg workshop.

  • Craftsmanship Guarantee: If a custom item is defective or damaged due to a manufacturing error, we will remake or refund the item at no charge to you.

3. Damages and Issues

Please inspect your order upon receiving it. Contact us immediately at support@sulm8.co.za or via WhatsApp at +27 67 102 2615 if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

4. Non-Returnable Items

We cannot accept returns on:

  • Sale items or "Last Pair" clearances.

  • Gift cards.

  • Items showing visible wear or leather conditioning applied by the customer.

5. Refunds

Once we have received and inspected your return, we will notify you if the refund has been approved.

  • Approval: If approved, you will be automatically refunded on your original payment method within 5-7 business days.

  • Processing Time: Please note that it may take additional time for your bank or PayJustNow/PayFast to process and post the refund.

  • Delays: If more than 15 business days have passed since approval and you haven't seen the credit, please get in touch with us at our email or via WhatsApp.

Contact and Return Address

SULM8 Shoes Shop 12, The Clubhouse Centre, Malibongwe Road, Ferndale, Randburg, 2194 South Africa

Email: support@sulm8.co.za 

WhatsApp: +27 67 102 2615