FREQUENTLY ASKED QUESTIONS

How do I contact your customer services?

To track, get an update on the status or edit an order please email websales@oursoles.co.uk.
You can also call customer services on +44 (0) 23 8081 4777 | 9am – 5pm | Monday – Thursday | 9am – 3:45pm | Friday

Or, you’re welcome to come and pay us a visit…

What do I do if I receive a faulty or damaged item?

In the unlikely event that the item is sub standard 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.

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'll pay the shipping charges for the return of faulty or incorrect goods.

These charges will be refunded to the card the order was initially placed with.

What payment methods does Our soles accept?

We can only supply goods that are ordered through the www.oursoles.co.uk website or by telephone. All payments including all shipping, handling and packing fees must be made by either credit or debit card. You can also choose to pay by BACS at the checkout but this is not a prompt payment method and can take up to 5 working days to process.

Are there other ways to order besides ordering online?

You can rock up to our showroom and trade counter in Southampton, pick up the dog and bone or email us at websales@oursoles.co.uk with instruction on what you'd like to order, your address and delivery details and we'll email you back with further instructions. Please DO NOT send any card details to us as we'll take them over the phone once we have created an order for you.

Do you have a footwear or clothing size guide?

All our sizes and dimensions can be viewed on each product page. Just click our size guide to display the relevant size chart.

Is it safe to use my credit / debit card online at Our soles?

To help ensure that your shopping experience is safe, simple and secure, oursoles.co.uk uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.

SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

SSL technology makes online purchasing secure, however if you are not happy to place your order online you can call us on +44 (0) 23 8081 4777 | 9am – 5pm | Monday – Thursday | 9am – 3:45pm | Friday

Does Our soles deliver to Post Office boxes?

We regularly deliver to PO boxes around the world. However, we reserve the right to ask for further identification at our discretion. If this is not provided then we will not despatch an order until this criteria has been fulfilled.

How will I know you received my order?

We'll send you a confirmation email acknowledging receipt of your order.

We aim to provide a maximum 5 day delivery service for all orders in the UK and between 3-25 working days of the despatch date for Europe and the rest of the world depending on hoiw far away and remote you are. We only despatch orders from Monday to Friday (excluding all UK bank holidays).

How quickly will my order arrive?

Our soles 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 Our soles control which may lead to delays. Our soles cannot be held responsible for any delays incurred by our carriers.

If you want to pay extra for express shipping all options are displayed at the checkout.

Delivery times are approximately...

- UK Mainland Standard (2-5 working days)
- FREE UK Delivery (3-5 working days on orders over £100)
- UK Express (1-2 working days)
- Republic of Ireland (3-7 working days, may take longer during sale/busy periods)

- Channel Islands (3-7 working days, may take longer during sale/busy periods)
- Europe (3-15 working days, depending on location, may take longer during sale/busy periods)

- Far East, Australasia, (5-15 working days depending on location, may take longer during sale periods)
- Rest of World (10-25 working days, depending on location, may take longer during sale periods)

*Please Note: Orders placed after Midday on a Friday will not be delivered until the following Monday unless a premium weekend delivery service is selected ((Subject to stock at time of order placement.)

During Christmas the Our soles office will normally be closed. Please make sure you check the news section on the homepage for information on office opening times, web order processing and delivery dates before you place an order. Our soles cannot accept responsibility for customers who expect but don't receive their orders during these times.

If you order large quantities of goods for delivery overseas/internationally, we reserve the right to contact you and inform you of any additional shipping costs at which time you may either pay the extra amount or cancel your order.

My order has not arrived what should I do?

If you haven't received your order within the timeframe detailed for the method you chose then please contact us and we'll get back to you as soon as we can with a precise delivery date for your order.

Very occasionally, packages do get lost in transit. If this happens and the error can be traced to us we will replace your order at no charge to you. However, if your package has been delivered to and signed for at the specified delivery address, we cannot be held responsible and will not replace the items.

How much do you charge for shipping?

Standard UK delivery is free on orders over £100. Otherwise its £8.99.

If you want to pay extra for express this is also available, all options are displayed at the checkout.

For European and international orders delivery charges apply to ALL items. Shipping charges are dependent upon type of delivery service, weight and location. Once you have selected your purchases, delivery charges are automatically calculated and displayed on the checkout page before any payment is taken.

Christmas Delivery Guide

As per the instructions from our carriers for customers receiving goods - we strongly recommend you place all orders anticipated for delivery before Christmas well in advance of 14th December.

Is my package insured?

Not as standard but this can be arranged as an optional extra and at an additional cost to you.

Will there be any additional Duties / Taxes payable on my order?

For orders getting delivered outside the EU VAT will be deducted accordingly at the checkout. Any import duty, customs and local taxes incurred will be paid for by the customer in full. We will always mark orders for overseas true to the content and price of what is in the package, we can't falsify or provide misleading information in order for the customer to avoid paying any import duty, customs and / or local taxes.

Is my personal information kept private?

All the information you provide to us including your email address, delivery address and credit card details are strictly private and confidential. We acknowledge that we're bound by the Data Protection Act 1998 and that we won't disclose your details to any third party without your express written consent. As a matter of good practice, we don't share any personal information with anyone and we do not sell it to others.

Our soles will never contact you by email to request further payment or personal information. If you receive any suspicious emails please delete them or forward them to us at Our soles websales@oursoles.co.uk. If in any doubt, please always contact Our soles using only the details that can be found on the official Our soles website www.oursoles.co.uk

How do I convert GBP Sterling into another currency?

All currency conversions can be performed free of charge here at XE

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