FAQs

I need help with my order. How can I contact you?
The easiest and quickest way to contact us is via the Live Chat button at the top of the page. This will allow you to talk to one of our customer services representatives who will be able to assist with your query in real time. Live Chat is available Monday to Friday. Alternatively, you can fill in the form on our Contact Us page, or email us at enquiries@soletrader.co.uk.

What payment methods do you accept?
We accept PayPal, VISA, Mastercard and Visa Debit. We do not accept any other cards, nor do we accept cheques or cash.

Why has my card been declined?
The most common cause for card failure is a mis-type of your information. We recommend that you try placing your order again, ensuring that you enter your details correctly. If your card is still being declined we suggest contacting your bank to see why they have stopped your order. Please feel free to contact us if you need further assistance. Please click here to see our contact details.

How do I return unwanted items?
To obtain your free returns label, please visit our returns portal. You’ll need to enter your order number – which will begin ST – and your email address. The item can be dropped off at your most convenient USPS location. Please allow 7-14 business days for the refund to be processed.

Can I order from overseas?
Unfortunately we can only accept orders from customers in the lower 48 states. International shipping is available on our UK or German sites, which can be reached via the links in our footer.

Can I find out if you will be getting replacement stock on items?
If we are out of stock of a certain size or style when you view a product, you can click on the size you want and enter your email address. We will then email you if/when this item comes back in stock. Please contact us if you have any queries - click here to see our contact details.