Return
Refund
Exchange

Return
Exchange

Thank you for supporting our small business TOLS™ / The One Last Soul™! We understand that shopping online can sometimes be challenging, and our goal is to ensure you get the perfect fit every time. While we strive for perfection, we also know that things don’t always go as planned. Your satisfaction is our priority, and we’re committed to making your experience with us a positive one.

In this page, you’ll find all the details about our returns and exchanges. Please take a moment to review this information before making your purchase.

Our Commitment to Sustainability

At TOLS™ / The One Last Soul™, we are committed to sustainability and supporting small businesses. Our return policy is designed to reflect our dedication to the environment and ethical business practices.

Every single item on our store is made to order. As a result, we do not align with the common 'fast-fashion' practices of ordering several different sizes just to ship back the ones that do not fit. Please review our return policy below:

Returns & Exchanges

All returned online purchases are eligible for store credit or exchange only. Due to the nature of our products, full refunds are only available with prior authorization before you place your order. If you’re unsure whether an item is eligible for a return or exchange, please contact us before completing your purchase.

Once a full-price order has been shipped, it is only eligible for store credit or exchange.

Sale items are final sale and sold "as is." No returns or exchanges are accepted for sale items.

Conditions for Exchanges & Store Credit

To qualify for an exchange or store credit, your item must meet the following criteria:

It must be in new, unworn, unwashed, and unaltered condition.
The original tags must still be attached.
Shoes must be returned in their original box with all packaging and tags intact. (Items with worn soles will not be accepted.)
You must include the original receipt with your return.
The buyer is responsible for covering return shipping costs.
Please provide a reason for your exchange request.

If your return does not meet these conditions, a 15% restocking fee will apply. This fee will either be deducted from your store credit or charged for exchanges if the item requires:

Steaming or pressing.
De-linting or pet hair removal.
Any restoration to bring it back to a "new" condition.

Damaged or Defective Items

If your order arrives damaged, defective, or if we made a mistake, please contact us within 24 hours of delivery by logging into your account on our website and submitting clear images of the issue. Include the following in your message:

Your order number.
Photos of the damaged or defective item.
A brief description of the issue.

We will review your request and, if approved, provide instructions for returning the item. Once we receive and inspect the returned item, we will either:

Send a replacement (if available), or
Issue a refund to your original payment method.

Exchanges for Different Sizes

Because each item is made on demand, we cannot guarantee size exchanges. However, if you need a different size, please contact us, and we will do our best to accommodate your request if we have the size in stock. If the size is unavailable, we will be unable to process an exchange.

Incorrect Shipping Address

Please double-check your shipping address at checkout. If you provide an incorrect or incomplete address and the order is shipped, we cannot issue a refund or reship the item. It is the customer’s responsibility to ensure the shipping address is accurate.

Restocking Fee

If an item is returned in a used or non-original condition, a 65% restocking fee will be deducted from your refund. This fee covers the cost of processing and inspecting the returned item.

How to Initiate a Return or Exchange

Contact us within 7 days of receiving your order (or within 24 hours for damaged/defective items).
Provide your order number, photos of the issue, and a brief description.
If approved, follow the return instructions provided by our team.
Once we receive and inspect the returned item, we will process your replacement, store credit, or refund.

Refund Processing Time

Refunds will be processed within 5-7 business days after we receive and inspect the returned item. Please allow additional time for the refund to appear in your account, depending on your payment provider.