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Customer Service

 

Shipping & Delivery

When will you get your order?

We may be Oursoles but we understand life in the fast lane and are committed to getting your order to you as soon as possible

  • Oursoles normal Delivery Time: 1-5 Days

All UK orders, where next day delivery has been selected, for items held in stock placed before Midday are despatched on the same day but this can vary during busy periods (especially on Mondays, when we go into sale or when the office has been closed for a period of time). European and international orders can take between 5-25 working days. There may be circumstances beyond Oursoles control which may lead to delays. Oursoles cannot be held responsible for any delays incurred by our carriers.


UK delivery costs:

All prices stated exclude VAT and are for orders up to 30kg in weight which covers most of the items we regularly sell within the UK. If your order is greater than 30kg in weight you will be contacted with an accurate shipping cost.


UK Zone 1 Mainland (England, Wales, Scotland excluding Highlands & Islands)

  • Standard Orders over £100 - FREE
  • Standard Orders under £100 - £7.49


Premium delivery options  (Subject to stock at time of order placement.)

  • Express (1-2 working days) - £7.49
  • Express 9 (Next day before 9AM) - £15.83
  • Express 10 (Next day before 10AM) - £11.66
  • Express AM (Next day by 12 Noon) - £10.83
  • Saturday Delivery - £19.99
  • Sunday Delivery - £24.15   
  • UK Zone 2 Highlands & Islands of Scotland (2-7working days) - £TBC
  • UK Zone 3 Northern Ireland, Isles of Man & Scilly (2-7working days) - £TBC                            


Outside UK delivery costs:

All prices stated exclude VAT and are for orders up to 30kg in weight which covers most of the items we typically sell internationally. If your order is greater than 30kg in weight you will be contacted with an accurate shipping cost;

  • Zone 4 Channel Islands (3-7working days) - £14.99
  • Zone 5 Republic of Ireland (3-7 working days) - £19.99
  • Zone 6 Netherlands, Belgium, Luxembourg (3-5 working days) - £16.66
  • Zone 7 France, Germany, Denmark, (5-7 working days) - £19.16
  • Zone 8 Italy, Spain, Portugal, Greece (5-10 working days) - £33.33
  • Zone 9 Rest of Europe (5-10 working days) - £41.66-80.83*

*Depending on location


Outside UK Worldwide Delivery Costs other zones:

  • Zone 10 USA, Canada (5-10 working days)                                                                    
  • Zone 11 Far East, Australasia, (5-15 working days)                                       
  • Zone 12 Rest of the World (10-25 working days)                                                         

If you require delivery to Zones 10,11 or 12 please contact us websales@oursoles.co.uk with details of the item(s) you wish to order and we will quote you an accurate carriage cost.

Returns & Replacements

RETURNS POLICY

We may be Oursoles but we pride ourselves in offering you a ‘No Quibble’ returns guarantee. Providing your item(s) haven’t been used or worn, you can return any unwanted item(s) within 14 days of delivery under our ‘no quibble’ return policy.

You can get a full refund (apart from the amount that represents the cost of delivering the goods to you in the first place) or exchange any item, for any reason, for an alternative product within 14 working days of the original purchase (time limit exceptions may be made for orders outside of the UK at our discretion).

To be eligible for a return Items must be returned to us as new and in the same condition that you received it, in a saleable condition** with all original packaging. Shipping charges for the return of goods will be paid for by you but we will incur the cost of redelivering the exchanged goods in the event of you simply requiring a different size or style.

Oursoles do not offer a free returns service but it’s simple to return stuff to us:

Simply pack your parcel up securely and ensuring you protect the original packaging.

Include the delivery note with the reason for return completed, attach the returns address label and pay the postage costs at your local post office or use an alternative courier. Please ensure you keep the proof of postage and take out the appropriate level of insurance for the goods you are returning and keep this safe until your return has been processed.

For refunds, please allow 5 – 10 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.

We refund all orders in sterling. If the exchange rate has changed since the date of the initial order we cannot be held responsible for this.

**Saleable condition - when trying on items of footwear or clothing, please ensure that the environment is free of dirt, dust and debris that may mark or stain the sole, fabric or leather. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.

• What do I do if I receive a faulty, damaged or wrong item?

In the unlikely event that the item is sub standard, not as described or we have sent you the wrong product please email: websales@oursoles.co.uk with your order number, your name and address, details of the product, reason for return and if you require a refund or a replacement. We will then send you instructions.

We'll pay the shipping charges for the return of faulty, damaged or wrongly delivered goods only. These charges will be refunded to the card the order was initially placed with.

Please do not send your purchase back to the manufacturer.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 14 days after delivery

- Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

- Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at websales@oursoles.co.uk

- Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

- Exchanges

We will only replace items free of charge if they are defective or damaged. 

If you need to exchange it for the same item, send us an email and we’ll get you sorted with what you require: websales@oursoles.co.ukor call customer services on: +44 (0) 23 8081 4777 | 9am - 5pm | Monday – Thursday| 9am – 3:45pm |Friday

- Return shipping

To return your item(s), you should send your item(s) to:

Oursoles HQ address: Unit 2 Redbridge Business Park • Old Redbridge Road • Southampton • Hampshire • SO15 0NJ

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Don’t forget if you are shipping an item you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

• How do I contact your customer services?

You can email: websales@oursoles.co.ukor call customer services on:

+44 (0) 23 8081 4777 | 9am - 5pm | Monday – Thursday| 9am – 3:45pm |Friday

Write to us:

Oursoles HQ address: Unit 2 Redbridge Business Park • Old Redbridge Road • Southampton • Hampshire • SO15 0NJ