EXCHANGE POLICY

We will gladly offer an EXCHANGE or ISSUE A STORE CREDIT
on FULL PRICED, UNWORN merchandise in the original packaging within 10 days of purchase.

NO REFUNDS.

*Please note that we do not offer exchanges or store credit on Boxing Day.

SALE AND DISCOUNTED ITEMS ARE A FINAL SALE!

SHIPPING RATES

(Please be aware that Canada Post shipping rates have risen several times recently, and continue to be on the rise.)

Flat rate $35.00 within Canada

Orders of $450+ = free one way shipping within Canada

(Shipping rates are non-refundable.)

We use Canada Post to ship out packages.

Orders placed after September 26th/2025 will not be shipped out until the Canada Post Strike has ended.

Orders that were placed shortly before the 26th of September will be in Canada Post limbo until the Strike has ended.  These orders can not be cancelled as they are in the hands of Canada Post.

As of August 29th/2025, we will no longer ship to the U.S.A.

As a "Mom and Pop" store, we can no longer afford to swallow the tariffs and duties that are being imposed on shipping items to the U.S.A. (i.e.: It can cost us up to $105 (or more) to ship a $200 pair of shoes to the U.S.A.)

We hope that in the future we will be able to do business again with our customers in the U.S.A.

In Store Pickup Policy

We offer free In-Store Pickup for British Columbia Postal Codes. Orders chosen to be picked up this way must be picked up within one week of receiving confirmation that your order is ready for pickup. Failure to do so may result in further holding charges, or nullification of the order with or without refund.

Orders will not be released until invoice is paid for and confirmed. We may request proof of order upon arrival to release your order. We reserve the right to withhold orders for reasons of insufficient payment or lack of customer identification.

If pickup will need to be delayed due to emergency please contact us a [email protected] with your order number in the subject bar and let us know as soon as possible so we can ensure the safety of your order and evaluate the best course of action for both parties.

To return your product, please first review our return policy to see if you are eligible for a exchange or store credit, then mail your product to:

HEART AND SOLE SHOES

1023 FORT ST., VICTORIA, BRITISH COLUMBIA, V8V3K5

(Shipping rates are non-refundable.)

WARRANTIES

Warranties are offered through the manufacturer of the product - not through Heart and Sole Shoes.  Warranties can vary from 30 days to one year after the date of purchase, depending upon the brand.  Go to the Canadian website of the brand to find out what your options are.  We are a small store and do not carry enough stock to fix all warranty claims.

FAQ

Do you offer shoe repairs?

     Sorry, we do not.  We suggest Arcadia Shoe Repair (1515 Cook St. - 2503839635) and Oak Bay Cobbler (2045 Oak Bay Ave. - 2505953262) for all your shoe repair needs.

I keep trying to call into the store but haven't been able to get through...?

     We are a small staffed store and if the staff is engaged with helping the customers that are physically in the store - we will not be able to answer the phone.  

I sent an email inquiry and I haven't received a response...?

      We receive hundreds of emails a day.  We try to respond as soon as we can, but things do happen.

What is the warranty on my purchase?

     Warranties are offered through the manufacturer of the product.  This warranty will usually very from date of purchase to 12 to 52 weeks after the date of purchase.  Check directly with the Canadian website of the product to see specifically what your warranty options are.

When will the item I want go on sale?

     A number of items that we carry within our store are price controlled.  We are only able to put items on sale once a style or colour has been discontinued by the manufacturer.  We presently have a spot in the store with items that are on sale.  

...but Google says that you carry the brand!!!

     Google "suggests" that we carry the brand, but it does not mean that we do.  Check our website for the brands that we do actually carry.

How can I see if you have what I want?

      On our website, once you have found something you like...use the dropdown menus for colours (if there is more than one colour available) and sizes.  Our website will then let you know if a colour and size are in our inventory.