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FAQ

FAQ

Soles is a sock company that aims to give your feet the comfort it deserves. To find out more about our products, check our answers to some frequently asked questions below.

How do I place an order?

By clicking “The Shop” in the top bar menu and select which style of sock you would like. Add the Size, Pack Size and Quantity then click the Add to Cart. Fill in the details in the checkout and we process the order immediately.

How do I know if I successfully placed an order?

Upon successful purchase, an email will be sent to you with your receipt number.

Are all the items on your website in stock?

If an item is out of stock, it will be indicated before the final purchase of the product, otherwise, all items are in stock.

How long will my order arrive?

If you are located within Australia, between 1 to 5 business days.

How much do you charge for shipping?

All total cart purchases over $40, come with free shipping. If your purchase order is under $40, the cost of shipping within Australia is a flat rate of $10

What couriers do you use to ship orders in Australia?

Soles mainly ships with either Couriers Please or Australia Post, depending on the availability of the courier.

How do I track my order?

Once the item has been shipped you will receive an email with the tracking number. Alternatively, you can email us at sales@soles.net.au with your purchase order number and we will get back to you as soon as possible.

Do you ship internationally?

Yes, all total cart purchases over $100, come with free shipping. If your purchase order is under $100, the cost of shipping within Australia is a flat rate of $30

Where can I see your size guide?

What payment options do you offer?

All payments are done through debit or credit card at the end of the checkout process through Stripe.

Do you have a physical store that I can visit?

No, but podiatrists in your area may be selling the socks. Send us an email at info@soles.net.au to find out if you can purchase these socks from your local podiatrist.

What is your returns policy?

You have the right to return all products you have bought from Soles for a full refund or exchange within 30 days of receiving them.

All items have to be unused with labels and packaging intact. When you return or exchange any product, you must cover the shipping charges. As soon as we receive your return, we will process your exchange or refund request. Please note that you will not be reimbursed for the original shipping charges. Any refunds made by us will be processed back to the original payment method when you placed your order.

We do not take responsibility for any items lost during the return shipping.

How do I send back a wrong order?

If you have ordered the wrong item you may return it to us in exchange for a different item within 30 days of receiving them.

All items have to be unused with labels and packaging intact. When you return or exchange any product, you must cover the shipping charges. As soon as we receive your return, we will process your exchange request. Please note that you will not be reimbursed for the original shipping charges.

We do not take responsibility for any items lost during the return shipping.

The item I received is faulty. What should I do?

We work hard to ensure that our products are of the highest quality possible. Tests during production and before shipping are performed to ensure the quality of every single product. Should you come across a product that does not live up to these standards, please follow the steps below:

If you have bought your Soles product in our online shop, please take a photo of the faulty product, attach it to an email in which you describe the issue, and send it to sales@soles.net.au. We will then review your claim with our production team and decide how to go forward.

The address I provided is wrong. Can I still update it?

Regrettably, it is difficult to change your order or the shipping address once it has been placed. We aim to ship all orders as fast as possible so our warehouse is them within 15 minutes of receiving them.

If a change is necessary please contact us and we will do our best to help you.

How should I wash my diabetic compression socks? How do I wash my bamboo work socks?

We work hard to ensure that our socks are amazing quality for your feet. Although, the life span can vary depending on the care and handling of your socks. For our socks, we recommend washing temperature of 40°C/104°F. All socks should be turned inside out and ironing should be avoided. Even though our socks are durable, they will last longer if you kept them out of the dryer.

Where can I find additional information about your socks?

Head over to “The Science” section of the website to find out more details and benefits of how our socks can help your feet.

Where are your socks manufactured?

All our products are currently made out of China. As we progress as a brand, we endeavour to establish a worldwide base of suppliers and factories. All our suppliers meet industry standards and we are proud to work alongside great partners and deliver you a great product.

What materials do you use in your socks?

The Diabetic Socks are a fusion sock of cotton and bamboo with no seams. The product is all white to allow to easily recognise if there is any blood or dirt.

The Workers Socks are a thicker sock that is made specifically for workers, the sock is made of merino wool and bamboo fibre, with arch support help the foot throughout the day.

Can I wash my socks in the washing machine?

We work hard to ensure that our socks are amazing quality for your feet. Although, the life span can vary depending on the care and handling of your socks. For our socks, we recommend washing temperature of 40°C/104°F. All socks should be turned inside out and ironing should be avoided. Even though our socks are durable, they will last longer if you kept them out of the dryer.

 

If your enquiry is urgent, you may contact us via email at info@soles.net.au. You can also reach us via our social media accounts.

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