Frequently Asked Questions
Ordering
The shoes I want aren't available in my size. How can I get them?
Our website reflects what we have in stock, many times we have more product in transit but do not update the site until it arrives and is ready to ship. Additionally depending on the specific shoe you're interested in we can let you know if we can get it for you and if so can do a special order. Connect with us and we will help the best we can.
I need to cancel my order.
Please contact us as soon as possible to avoid any potential shipping costs or hassle. We do not charge a cancellation fee. However, once the order is dispatched for delivery you are unable to cancel the order and instead must go through the return procedure.
How do I know my credit card is safe to use on solecityshoes.com?
Our website and checkout process uses globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.
How do I use a discount code?
Discount codes are used during the checkout process. When you are ready to checkout you will have an option to enter a discount code. Your cart should then automatically update to display the discount applied to your order total. If you have any difficulty please connect with us.
How do I check my order status?
We have a few ways available: >You can sign in to check your order status. >You can use the chat feature >You can use the tracking number provided in the shipping confirmation email sent to you. If you do not have your order number please use the chat feature and we can assist in providing this to you.
What should I do if I'm having trouble placing an order?
Placing an online order requires just a few steps: Select an item you would like to purchase, and then click the Buy Now button from either the quick view or product detail page. You can then choose to continue shopping or go directly to Checkout. Once you are finished shopping, click on Shopping Cart at the top right corner of page, and follow the Checkout steps. You will receive an email confirming your order that includes your order number.
Size Guide
The shoes I want aren't available in my size. How can I get them?
Our website reflects what we have in our current in-store inventory, many times we have more stock coming in but don't update the site until it arrives in store. Additionally depending on the specific shoe you're interested in we can let you know if we can get for you and if so can do a special order. Connect with us and we will help the best we can.
Payment
I need to cancel my order.
Please contact us as soon as possible to avoid any potential shipping costs or hassle. We do not charge a cancellation fee. However, once the order is dispatched for delivery you are unable to cancel the order and instead must go through the return procedure.
What forms of payment are accepted?
Sole City Shoes accepts MasterCard, VISA, PayPal, Apple Pay, Android Pay and American Express.
Shipping and Delivery
Will I have to be home when my order arrives?
You have the choice to have your new shoes delivered to your home, work or anywhere else you'd like! Please select a location where the product can be delivered for you securely.
Do you deliver internationally?
Sole City Shoes will try to help case by case contact us for specific requests.
Do you deliver to the United States?
We deliver throughout North America. Shipping Policy.
Do you deliver to Canada?
We deliver throughout North America. Shipping Policy.
How long will it take to receive my shoes?
Sole City works to process orders within 24 hours, however we only process new orders Monday to Friday until 2 pm and are closed on holidays. Once the order is processed you will be notified and most major markets can see delivery in 1-3 business days. However given national events that occur we have seen some orders take up to 10 business days to arrive in rare cases.
My Account
How do I reset my password if I have forgotten it?
To reset your password simply click 'Login' on the top right hand corner of this page. Then click on “Forgot Password?” and follow the instructions in the email sent to you.
How do I register an account with Sole City Shoes?
Click on account (person symbol), which can be found on the top right-hand corner of your screen. Select Create Account and follow the instructions.
Newsletter
How do I unsubscribe from the newsletter?
You can either unsubscribe using the link in the newsletter (top or bottom) or directly in your account by clicking on 'Newsletter Unsubscribe'. You are also welcome to contact our customer service. Important: Please do not mark these emails as spam, as this may also block the delivery of other important emails from Our Store(order confirmation, etc.).
How often will I receive the newsletter?
Our subscribers typically receive a newsletter once to twice per season containing updates on the seasons hottest trends. In addition, our subscribers receive a newsletter supplement with invitations to subscriber only events, discounts and sales. We will be sure to keep you up to date with any special promotions too!
Returns & Exchanges
I need to cancel my order.
Please contact us as soon as possible to avoid any potential shipping costs or hassle. We do not charge a cancellation fee. However, once the order is dispatched for delivery you are unable to cancel the order and instead must go through the return procedure.
How long does it take to receive my refund?
If your shoes do not pass our requirements or are damaged compared against the pre-shipping photos the return team will notify you your return has been declined. You will then have 10 business days to arrange for the product to be picked up at your cost or the product will be donated to a local shelter. This of course is not a result we want to occur so please ensure you return the product undamaged and get a return approval before submitting a return.
Can I return my shoes if I've worn them outside?
No. Shoes must be returned unmarked, without signs of wear and/or tear.
Am I able to return my shoes if I no longer have the shoe box?
No. We do require all shoes to be returned in their original, undamaged packing in order to be eligible for a refund or exchange.