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 from 8am to 6pm. Alternatively, you can call us on 0800 731 6441 (Mon-Fri, 8am-6pm) or fill in the online form on our Contact Us page, or email us at email@example.com.
What payment methods do you accept?
We accept PayPal, VISA, Mastercard, Visa Debit, Delta, Electron, Solo, and Maestro. We do not accept any other cards, nor do we accept cheques or cash.
Can I pay for my order using my gift card?
Unfortunately gift cards can only be used in our stores. We have 49 stores nationwide - please click here to find your nearest SOLETRADER, SOLETRADER OUTLET or SOLE.
How can I cancel my order?
To cancel your order please email us at firstname.lastname@example.org, giving your name and order number and stating that you would like to cancel your order. Alternatively please call Customer Service on 0800 731 6441
How can I amend my order?
Orders can only be amended by phone, to do this please call us on 0800 731 6441 (Mon-Fri, 8am to 6pm). Please note that orders can only be amended before dispatch.
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?
You are welcome to return your item for a refund or exchange – please click here to see our Payments and Returns Help section for further details. Items paid for by card can be sent back to us by post or in person to any of our 49 high street stores. Please note that PayPal purchases can only be returned to us by post, and cannot be returned to our stores.
What are UK standard and non-standard postcodes?
Generally speaking, UK non-standard postcodes are those outside mainland Britain - for example, the Channel Islands, Isle of Man, and Northern Ireland. Please click here to see our Delivery Options and Charges Help Page for more information.
Can I order from overseas?
We welcome overseas customers. Please click here to see our Delivery Options and Charges Help Page.
What is your exchange rate for overseas orders?
Please note that the prices shown in Dollars and Euros are for information purposes only. We only take payment in British Pounds Sterling (GBP). Your bank will handle the currency conversion if you use a foreign bank account.
Can I find out if you will be getting replacement stock on items?
If you click on a product you will see an option to 'Email me when back in stock'. This only appears when you select a size (and shoe) which we do not have in stock. Please contact us if you have any queries - click here to see our contact details.
Do you offer student discount?
We offer 10% Student Discount to holders of valid NUS Extra cards in store and online. For more information please see our Student Discount help page.