Payment and Ordering

What cards do you accept?

We accept the following cards

Visa    

Switch

Discover

PayPal Express Checkout

American Express

Solo

MasterCard

 

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Which currencies do you use?

We accept the following currencies:

• Canadian Dollars
• Euros
• Pounds Sterling
• U.S. Dollars
• Yen
• Australian Dollars
• New Zealand Dollars
• Swiss Francs
• Hong Kong Dollars
• Singapore Dollars
• Swedish Kronor
• Danish Kroner
• Polish Zloty
• Norwegian Kroner
• Hungarian Forint
• Czech Koruna
• Israeli Shekels
• Mexican Pesos
  
   

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Can I pay by any other method?

We only accept payment by Credit Card, Charge Card or Debit card.  Please note we DO NOT accept the following payment methods:

• Payment on Delivery
• Cheque
• Bank Transfer
• Postal Order

We accept cards issued from most major countries. For a full list of countries please click here. Please note, we are unable to accept your card if it is not issued from one of the countries listed.  

Ordering over the internet with Soles4u is the safest and most secure method of paying for your goods.  We do, however,  also accept payments via phone, fax or email.  Although customers will be required to provide their financial details, all transactions are made through PayPal.  Soles4u does not retain any of its customers financial information.

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Is it safe to order on line?

All online payments are verified by Paypal which uses a secure server to guarantee safety of payment and payment information from our customers. 

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When will I be charged for my purchase?

When you reach the final billing page and press 'Submit Your Order' PayPal will immediately contact your bank/card issuer for authorisation to take payment from your account.

If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).

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Do you sell gift vouchers?

Unfortunately we do not currently sell gift vouchers.

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Can I pick up my order/s from your warehouse?

Unfortunately it is not possible to pick up orders from our warehouse.

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Questions about a product

The product I ordered is now reduced. Can you refund me the difference?

Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

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Technical Problems

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My email address/password is not recognised

• Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site.
• Maybe you have forgotten your password? If so we can send you your password to the email address you registered with. Just fill in the box by 'Forgotten Your Password?' on the login page.

If these are not successful or you have other email address or password related problems please contact Customer Care with your query.

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I'm having trouble with my basket

The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems.

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the Soles4u website. Do not use your 'back' button, or any other button on your browser.

We use cookies to remember who you are, please make sure that you can accept cookies from us.

If these problems persist please contact Customer Care.

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Your Order

Can I change my order?

Once your order has been confirmed, it is not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day cooling-off period below for more details.

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Can you confirm you've received my return?

Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.

Please note that we usually process a refund or exchange within 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 3 working days have passed since we received your return.

If it has been more than 3 working days since we received your return please contact Customer Care.

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Can I cancel my order?

Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day Cooling-off period for more details.

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7 day Cooling-Off Period

In addition to our returns policy, under the United Kingdom's Distance Selling Regulations you have 7 working days (beginning the day after receipt) to cancel your purchase from Soles4u for a full refund. In this case we will provide you with a full refund which would be reimbursed upon receipt of the returned product.

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I forgot to use my Discount Code

Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.

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Where is my order?

Standard Delivery Orders:

• We aim to deliver Standard Delivery orders within 3-4 working days. Please note that this means your order may appear as 'Order Processing' for 3 working days after your order is placed, especially at busier times of the year, such as Christmas.
• Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service.
• For delivery times outside the UK please click here for more information.

If you have followed the instructions above and still have not received your order, please contact Customer Care with your query and order number.

Next Working Day Orders

• If you are expecting delivery of your order today (i.e. your order was placed before 12 midday on the previous working day, Monday -Thursday, except bank holidays), please allow for delivery to take place up to 5.30pm.
• If a delivery has been attempted and you have received a card from the courier, please follow the instructions as outlined.

If you have followed the instructions above and still have not received your order, please contact Customer Care with your query and order number.

If your order is made up of multiple items, some items may be dispatched separately. Please note that your entire order should be delivered within the same delivery period, however each 

Delivery Information

Which countries do you delivery to?

We deliver to most major countries. For a full list of countries please click here. Please note, we are unable to deliver to your country if it is not listed.

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Do I have to pay import duty?

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

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Which delivery company do you use?

We use Royal Mail and Parcelforce to Europe and other countries.

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Can you leave the delivery at an agreed location?

All orders require a signature upon delivery. If you have placed your order by Next Day Delivery and will not be home when the delivery takes place, the courier may attempt to leave your parcel with a neighbour.  If you have placed your order using our Standard Delivery service and will not be home, the courier will leave a card informing you of where your order can be collected

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Delivery Policy

UK

Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.may arrive at a different time.

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Returns Policy

If you are not completely satisfied with your purchase, simply return the item or items, using the address label/s enclosed with the product to us in their original condition within 14 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred.  

Please note:

• If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund.
• Please remember that the item is your responsibility until it reaches us.  For your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.  The cost of returning an item to us is your responsibility and could take up to 7 working days to be returned to our warehouse, unless sent via Special Delivery. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

Faulty Item

If the item you received is faulty, please contact Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

 If the item you received is not what you originally ordered, please contact Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

 Before contacting us please take note of the timescales required to process a refund:

• Please allow 3 working days from receipt of a return for us to process a refund.
• Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
• After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B 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)

Receiving a Replacement

Before contacting us please take note of the timescales required to process an exchange:

• Please allow 3 working days from receipt of a return for us process an exchange.
• Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
• UK - up to 4 working days
• Europe - up to 8 working days
• Rest of world… up to 14 working days
  
  

 If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact Customer Care, quoting your order number and the required refund amount.

Please note:

• Delivery charges are non refundable so you will be refunded the full value of the items returned, less the delivery charge.
• If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.

For Example:

• The value of the products in your order was £100 and you used a "£10 off when you spend £100" discount, therefore paying £90.
• You then returned a product to the value of £10, which means that the value of the products you kept is now only £90.
• An order to the value of £90 would not qualify for a "£10 off when you spend £100" discount; therefore the £10 discount originally applied will be deducted from the refund amount.
• Your refund would therefore be £0

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About Soles4u

How do I order?

Welcome to Soles4u, the home of fashionable and affordable large size women's shoes. All the items you see are available to buy online. Simply click on the item you wish to buy, select the size and colour required and click 'add to basket'. You can then go back and add additional items to your basket or 'proceed to checkout'.



Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent).

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How do I contact you?

We prefer you to contact us via e-mail as this enables us to respond to all your queries quickly and efficiently. You may, however, contact Soles4u by phone on 0845 677 7070. Or by fax on 0845 677 7077.

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