§ 5 Right of Withdrawal

If you want to return your insoles from outside the EU for a refund please contact our customer support in prior at to arrange shipping and customs modalities.

Right of withdrawal

If you are a consumer, you have a right of withdrawal in the event of distance contracts within the meaning of § 312b BGB pursuant to the following conditions:
You have the right to withdraw from this contract within 14 (fourteen) days without giving any reason.

The withdrawal period will expire after 14 (fourteen) days from the day
a) of the conclusion of the contract. [cases of a contract of digital content which is not supplied on tangible medium]
b) on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. [cases of a sales contract]
c) on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. [cases of a contract relating to multiple goods ordered by the consumer in one order and delivered separately]

To exercise the right of withdrawal, you must inform us

Florastr. 2
13187 Berlin

Tel.: +49-30-46796490
Fax: +49-30-46796491

of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail You may use the attached model withdrawal form, but it is not obligatory.

Here you can download the form for a withdrawal: Download Form

Please send it to:

Gotlandstr. 5
10439 Berlin

Telephone: +49- (0)30- 46 79 64 90
Fax: +49- (0)30- 46 79 64 91

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.


Exclusion of the Right of Withdrawal

The right of withdrawal does not apply to

a) the delivery of goods that are not prefabricated and afor the manufacture of which an individual selection or stipulation by the customer is significant or goods that are clearly tailored to the personal requrements of the customer,

b) as well as to the delivery of audio and video recordings or software products  in sealed packaging, when they have been unsealed after delivery.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 (fourteen) days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back.

You shall send back the goods or hand them over to

Florastr. 2
13187 Berlin

without undue delay and in any event not later than 14 (fourteen) days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 (fourteen) days has expired.
We will bear the cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Special Notice:
1. If the shipment is sent to a country outside the EU, and the Customer chooses to exercise the right of withdrawal, the Customer has to choose a standard delivery for his return. The Customer will bear the costs resulting according to § 4 GTC (customs and duty; see below) if they should apply. SOLESTAR reserves the right to deduct these costs from the refund of the purchase price Customer paid.

§ 4 Customs and Duties, Import Value-Added Tax

If the Customer has its domicile abroad and the subject of the delivery is therefore imported into another country, customs and duties or import value-added tax are collected on which we have no influence and the amount of which we cannot assess in advance. Such customs or import duties or import value-added taxes are to be borne by the Customer and will not be assumed by us. The Customer should liaise with the competent customs office for more information about the customs, import duties, or import value-added taxes arising in the individual cases, because customs regulations vary from country to country. As an importer, the Customer must comply with the respective local regulations. We reserve the right to simply the customs procedures by making statements about the value in the package towards customs. Customs is, however, also entitled to open packages for the sake of simplicity. We have no influence in respect of this.