CUSTOMER SERVICE
Opening hours
Monday: 08:00 -17:30
Tuesday: 08:00 -17:30
Wednesday: 08:00 -17:30
Thursday: 08:00 - 17:30
Friday: Closed
Saturday: Closed
Sunday: Closed
We've implemented Social Distancing measures for Our Soles HQ. Please read & respect our signs when visiting.
Shipping & Delivery
When will you get your order?
Due to the current global pandemic, some of our manufacturers are experiencing delays.
If you need your item urgently, please Contact us
We may be Our Soles but we understand life in the fast lane and are committed to getting your order to you as soon as possible
Our Soles Standard Delivery Time: 1-5 Working Days
PLEASE NOTE: WE ARE CLOSED ON FRIDAYS SO WE ONLY PROCESS & SHIP YOUR ORDER MONDAY TO THURSDAY
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 Our Soles control which may lead to delays. Our Soles cannot be held responsible for any delays incurred by our carriers.
Orders will only be processed during our opening hours, orders placed outside of these hours (even with premium delivery options) will not be processed until the next working day. If you wish to have weekend delivery you must place your order by Thursday midday the latest.
Delivery charges:
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, Parts of Scotland excluding Highlands & Islands)
- Standard Orders over £100 - FREE
- Standard Orders under £100 (1 TO 5 DAYS) - £6.65
Premium delivery options (Subject to stock and time of order placement.)
- Isle of Wight (2 days) - £10.83
- Express 10:30 (Next working day before 10:30AM) - £16.66
- Express 12 (Next working day before Midday) - £10.41
- Saturday Delivery - £12.50
- Saturday Delivery by Midday - £20.83
- UK Zone 2 Highlands & Islands of Scotland (2-7working days) - >£16.65 <£21.25
- UK Zone 3 Northern Ireland, Isles of Man & Scilly (2-7 working days) - £21.25
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) - £21.25
- Zone 5 Republic of Ireland (3-7 working days) - £21.25
- Zone 6 Netherlands, Belgium, Luxembourg (3-5 working days) - £TBC
- Zone 7 France, Germany, Denmark, (5-7 working days) - £TBC
- Zone 8 Italy, Spain, Portugal, Greece (5-10 working days) - £TBC
- Zone 9 Rest of Europe (5-10 working days) - £TBC
*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 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.
Our Soles 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 substandard, 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 | 8am - 5:30pm | Monday – Thursday
- Return shipping
To return your item(s), you should send your item(s) to:
Our Soles HQ address: Unit 22 • Nursling Industrial Estate • Oriana Way • Nursling • Southampton • Hampshire • SO16 0YU
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:
Our Soles HQ address: Unit 22 • Nursling Industrial Estate • Oriana Way • Nursling • Southampton • Hampshire • SO16 0YU
Viewing orders
There are two ways to view an order on our website.
1) If you’ve ordered something with us when logged into an Our Soles account, you can view your order by logging into Your Account and selecting my orders from the menu on the left.
2) If you don’t have an account with us or didn’t sign in when making your order, navigate to the very bottom of our home page and select Orders and Returns.
If you’re signed in you will be taken to your account, if you are not signed in then you will be taken to a page where you can search for orders your order reference, billing last name and email or billing zip code.
All this information can be found on your order confirmation email or invoice.
Updating account information
To update you account information, you must first login to Your Account. From you account dashboard, you can change your shipping address, billing address, contact information, newsletter preferences and any other information regarding your account.If you need any assistance, please don’t hesitate to Contact us