Frequently Asked Questions

Sole Searching Frequently Asked Questions

You've got questions. We've got answers.

As a Sole Searching shopper, we want your experience to be a pleasant and convenient one. We also feel that having the right information at your fingertips helps to make the entire purchasing process run a little more smoothly.  If you can’t find the information you need, please visit our Contact Us page to contact us or call us anytime on 1300 556 603 and we’ll do our very best to help you out.

 

What payment methods do you accept?

We have two payment options. 1. PayPal using your credit card or bank deposit or 2. Credit Card using our secure processing gateway eWay ®


How to place an order

Placing an order is super easy! Just follow the instructions below:

  1. On any product page, select your size, colour, and click the “” button Add To Cart
  2. You can get back to your cart by clicking the "My Cart" link in the upper right hand corner of our site!
  3. Check your shopping cart. You’ll want to make sure all the sizing details are correct! If you have added shoes to your cart in the background, simply click “Update” to refresh the page. If you’re not done, you may choose to “Continue Shopping” or you can  “Checkout” to place your order.
  4. Login (or Register!). Simply enter your email address and password to proceed. If you’re a new customer, simply scroll down, registering is simple!
  5. Confirm your delivery address is correct. You can add multiple addresses to your account. Select “Continue to Next Step”.
  6. You can pay online with a credit card using PayPal. Simply login to paypal or continue as a guest customer. Credit Card payment will require the account holder’s name, the number on the card, the expiration date, and the verification code.
  7. Confirm shipping method. Standard shipping or express shipping.
  8. Click Continue. Make sure everything is correct! When you click continue, your order will officially be placed.  

 

What if I didn't get any confirmation emails from Sole Searching?

When your order has been processed, Sole Searching sends a confirmation message to the email address you provided at checkout.
If you do not receive a confirmation email within 30 minutes, please let us know via email so we can check the system and forward through another email.

 

 

 

 

Sole Searching Member Benefits

It's free and anyone can join

When you sign up on the Sole Searching website, you receive all of the following benefits:

  • Get free email updates on new products & special offers. If you prefer not to receive free email updates, you can easily opt out from receiving these updates by following the instructions in any Sole Searching email that you receive.
  • Faster checkout with the ability to select previously used shipping addresses, billing addresses, and payment options. Your shipping and billing information will be stored securely so that you do not need to re-enter information you provided us when making a previous purchase.
  • View your order history to make repeat purchases more convenient.
  • Track your delivery from our warehouse to your door!

You can register here using your email address or facebook login.

 

How to apply a discount code

1. Once you have added your products to your shopping cart, select "Checkout" on the cart page 

2. The next page will ask you to confirm your billing and shipping address. Once you have completed this information, select "Continue to Next Step"

3. On the next page, you will see a heading "Discounts", enter the code into this field and select "Apply"

4. You will then see the total price update with your discount applied.

 

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Deliveries / shipping

Once you complete your purchase, we will organise for your order to be dispatched as soon as possible, usually the same day.
Sole Searching ships all deliveries via Australia Post. We will notify you via email when this happens and include a tracking link so you can stay in the loop.

AUSTRALIAN CUSTOMERS
Shipping options are:

Delivery Option

Delivery Time

 

FLAT RATE

Tracking 
(via Track Tool)

Standard Delivery
Metropolitan Areas

2 - 3
Business 
Days 

 

$19.95
flat fee

Y

Standard Delivery
Rural Areas

4
 Business Days 

 

$19.95
flat fee

Y

 

       

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NEW ZEALAND CUSTOMERS
Shipping options are:

Delivery Option

Delivery Time

Weight

Shipping Fee

Tracking 
(via Track Tool)

Standard Delivery
New Zealand

3 - 5
Business 
Days 

0 - 2 kg

$20.00
flat fee

Y

Express Delivery
New Zealand

2 - 3
 Business Days 

2 - 5 kg

$25.00
flat fee

Y

Express Courier
New Zealand
 

2 - 3
 Business Days

5 kg +

$35.00
flat fee

Y

 

INTERNATIONAL - NOT AVAILABLE
 

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IMPORTANT INFORMATION

  • Orders made on weekends and public holidays will be dispatched the next business day.
  • We start processing and packing your order as speedily as possible after you click 'Buy Now'. This helps us to send your goods quickly but this also means that we're unable to make changes to your order, including delivery address, changing colours and sizes or removing items.
  • Delivery charges are non-refundable unless the order contained faulty items. For more information, please see our Returns & Exchange Information policy.
  • Sole Searching is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an ordered item isn't available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.
  • For more information on Returns, please see our Returns & Exchange Information policy

    Customs, Duties and Taxes - NEW ZEALAND ORDERS
  • Orders to New Zealand greater than NZD$300 will incur customs charges and taxes, including GST. The value these charges apply to, and the charges and taxes are subject to change at any time and neither Sole Searching nor our couriers have control over these charges. Sole Searching will not declare international orders as a "Gift".
  • ​You are wholly liable for the payment of all customs charges and taxes.
  • Delivery charges are non-refundable unless the order contained faulty items. For more information, please see our Return Policy.
  • Sole Searching is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an ordered item isn't available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.
     

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Delivery Time
Generally, orders placed before 12:00pm AEST each business day are packed and sent the same day.

Please allow an extra day for shipment if your shipment period encompasses a public holiday.If you have not received your order within the days specified, please contact our sales department on 1300 55 66 03 or email us using our contact page


IMPORTANT INFORMATION

  • Orders made on weekends and public holidays will be dispatched the next business day.
  • We start processing and packing your order as speedily as possible after you click 'Buy Now'. This helps us to send your goods quickly but this also means that we're unable to make changes to your order, including delivery address, changing colours and sizes or removing items.
  • Delivery charges are non-refundable unless the order contained faulty items. For more information, please see our Returns & Exchange Information policy.
  • Sole Searching is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an ordered item isn't available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.
  • For more information on Returns, please see our  Information policy Returns & Exchange

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Do you ship to PO Boxes?

Yes, we sure can ship to PO boxes.

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Tracking Your Order

Once your order is packed and leaves our warehouse, you will receive an email with a tracking number to track your parcel. Instructions on tracking your parcel will be on the shipping notification.

You can also track your delivery on our website using our tracking tool.
 

  

Currency

All prices are shown in Australian dollars AUD, however, you can change your currency settings using the drop down at the top right hand corner next to the 'My Cart' button. 

 

Sizing Information

Each product page has its own dimensions for each style. Match your measurements against the dimensions of each size for each style to determine your size. If you need help establishing what size you are at Sole Searching, please follow this guide to measure your foot or alternatively you can contact us for help. 

 

Product Display/Colours

Sole Searching always attempts to display as accurately as possible the colours of the products shown on the site. However, because the colours you see will depend on many factors, including your monitor or printer, Sole Searching cannot guarantee that the colour you see matches the product colour.

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Online Only

Please note that Sole Searching does not have a physical store location. We are an online business only and unfortunately, we do not allow customers to pick up from our warehouse.

 

Contacting us 

We will always try to respond to your query within 24 hours; in most cases it will be a lot shorter than that, as customer service is our highest priority!

For general enquiries: Submit the form at the Contact Us page or email us directly using this link.  
If your query is of a simple transactional or general nature, please check our Frequently Asked Questions (FAQ) page to see if it answers any queries.
If your query is related to the status of your order, please check 'Your Account' section using your email address and password. If no status updates have been made or you do not find the answer you were looking for, please email us or alternatively, you can call us on 1300 55 66 03.

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