We stand behind every pair.
If something is not right, we will make it right. Our 30-day policy gives you time to properly evaluate your insoles in the shoes you actually wear, and a full refund if they are not for you.
30-day window · From delivery · Money-back guarantee
How it works
Three steps, no hassle
From first message to your new size or refund, usually under two weeks.
Submit your request
Fill in the form below with your order number and, for exchanges, the size you need. Takes under two minutes. We review every request personally. If your insoles arrived damaged or we sent the wrong item, reply to our confirmation email with a couple of photos and we will sort it from there.
Ship it back
We reply within one business day with the return address. Pack the insoles in their original packaging and send them using a trackable shipping service, then send us the tracking number. Return shipping is arranged and paid by you, and the package is your responsibility until it reaches us. If the fault was ours, there is usually nothing to send back at all.
We inspect and confirm
Once your package arrives, we inspect it within 3 business days. Approved exchange sizes ship the same day. Approved refunds are processed the same day.
Policy details
What is and is not covered
Returns
30-day window
We accept size exchanges and returns within 30 days of delivery. Items must come back in their original packaging and may show the normal wear expected from trying them properly.
Condition requirements
Insoles showing heavy wear, visible damage from misuse, or modification are not eligible. Insoles have to be worn to be judged, so a real trial period is expected and accepted.
How size exchanges work
Tell us the size you need and send the original pair back to us. Your replacement size then ships out free as soon as the original passes inspection. If the size you need is out of stock, we refund you in full instead.
Damaged or incorrect items
If your insoles arrived damaged or we sent the wrong item, reply to our confirmation email with a couple of photos of the item and its packaging. In almost every case we will not ask you to send anything back, and the replacement ships as soon as we have seen the photos. That is faster for you than waiting on a package to reach us.
Refunds
Refund timeline
Once we receive and approve your return, we process the refund within 3 business days to your original payment method.
Appearance on your statement
Refunds typically appear within 5 to 10 business days after processing, depending on your bank or card issuer.
Partial refunds
Partial refunds may apply when items show use beyond normal evaluation wear. We always contact you before issuing a partial amount.
Shipping costs
Original shipping charges are non-refundable. Return shipping is arranged and paid by you, on both refunds and size exchanges. On a size exchange we cover shipping the replacement pair out to you. Where the fault is ours, such as a damaged or incorrect item, there is normally nothing to send back and nothing for you to pay.
Start a request
Size exchange or refund request
Fill in your details and we will follow up with next steps within one business day.
Questions
Common questions
How does a size exchange work?
Submit the form with your order number, your current size, and the size you need. We reply within one business day with the return address. You send the original pair back, and once it passes inspection we ship your new size out free.
Can I return insoles I have been wearing?
Yes, within reason. An insole cannot be judged without wearing it, so the 30-day window is built for a real trial and normal wear during it is eligible. Insoles showing heavy wear, damage, or modification are not.
What if my insoles arrived damaged or incorrect?
Select 'Refund' and choose 'Arrived damaged' or 'Wrong item sent' as the reason, then reply to our confirmation email with a couple of photos of the item and its packaging. In almost every case you will not need to send anything back, and we ship the replacement as soon as we have seen them.
How long until the refund appears on my statement?
We inspect items within 3 business days of receiving them. Approved refunds process the same day and typically appear on your statement within 5 to 10 business days, depending on your bank.
Do I have to pay for return shipping?
Yes, on both refunds and size exchanges you arrange and pay the return shipping. Use a trackable shipping service and send us the tracking number. On a size exchange we pay to ship your replacement pair out. If the item arrived damaged or we sent the wrong one, there is normally nothing to send back and nothing for you to pay.
What if I am outside the 30-day window?
Email us at support@heelbase.com with your situation. We review cases individually. If your insoles have failed prematurely or you have specific circumstances, we want to hear about it.
Still need help?
Email us directly and we will get back to you within one business day.