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

Orders
over $100

Orders
under $100

Tracking 
(via Track Tool)

Standard Delivery
Metropolitan Areas

2 - 3
Business 
Days 

FREE

$12.00
flat fee

Y

Standard Delivery
Rural Areas

4
 Business Days 

FREE

$12.00
flat fee

Y

Express Delivery

Next 
Business Day

$20.00
flat fee

$18.00
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

$18.00
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 - Rest of the World
Shipping options are:

Delivery Option

Delivery Time

 Weight 

Shipping Fee

Tracking 
(via Track Tool)

Standard Delivery
International

3 - 7
Business 
Days 

0 - 2 kg

$35
flat fee

Y

Standard Delivery
International

3 - 7
Business 
Days 

2 - 5 kg

$50
flat fee

Y

Standard Delivery
International
 

3 - 7
Business 
Days ​

5 kg +

$75
flat fee

Y
 

 

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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.

    Customs, Duties and Taxes - INTERNATIONAL
  • International orders may 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.
* Express Delivery is guaranteed to occur the next business day only within the Express Post network and when orders are placed before 12pm.  For exact postcodes of the Australia Post’s Overnight Zones, click here.

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.
 

  

Returns & Exchange Information
Here at Sole Searching, we strive to provide superior customer service and a quality shopping experience for our customers. We realise that online purchases are not always what you expect when you receive them. 
We accept returns up to 30 days from the date of your purchase for items that are unworn and have all original packaging intact.

Step 1. Print and complete the attached Customer Returns Form (there is also a printed copy in the box) so that your return can be processed efficiently
Step 2. Post your shoes along with your form to:

Sole Searching - Returns
PO Box 423, St Clair NSW 2759

* Please ensure you read the below guidelines before returning your shoes  

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Returns Policy 

Here at Sole Searching, we strive to provide superior customer service and a quality shopping experience for our customers. We realise that online purchases are not always what you expect when you receive them. If you are not satisfied with an item that you have purchased, we will gladly accept returns up to 30 days from the date of your purchase for items that are unworn and have all original packaging intact.

Please contact us within 7 days of receiving your order to let us know you will be returning the item.

You are free to choose a:

  • full refund (not available with discount codes/sale items)
  • exchange (if in stock)
  • store credit

* Before posting your return, please complete the attached Customer Returns Form so that your return can be processed efficiently.

Return Guidelines
All  returned merchandise must meet these guidelines to be eligible for an exchange or refund: 

  •  Any shoes returned with signs of wear or damage that may have occurred while in possession of the customer will prohibit your return. We can only accept returns that are in a resalable condition. We recommend only trying shoes on in a carpeted area for a very limited time. All merchandise must be unworn.
  • Your return should contain the undamaged box and original packaging plus any accessories or extras that may have been included with the shipment.
  • Your return should be packaged in a protective box for shipping. Shoes returned with postage stickers on the original shoebox will be considered worn and will not be refunded. Only apply your shipping label to your protective box and NOT the shoe box. 
  • The return is valid up to 30 days after the purchase date.

Shipping Your Return
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If  approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exchanges (if applicable) If you need to exchange your item for another size or style, please specify the style, size and colour in the attached form or email us to let us know.

Please also note that shoes requiring return to Sole Searching remain the responsibility of the customer. As Sole Searching does not take responsibility for a return parcel until it is delivered to us, it is suggested that all items that are sent back must be posted via registered post. Any item that is not sent via registered post and goes missing in the post will not be credited. So we ask that you always post the item back via registered post.

Postage Charges for reorder
In the case of an exchange, you will not be charged for your first replacement pair. Should you need to replace your shoes more than once, you will be charged for postage for each new delivery. 
If shoes are deemed by us to be worn, marked or used, a refund will not be processed and a return shipping fee will be charged.

Once your parcel is received, we will exchange your product to another of your choice or refund you with your original method of payment, excluding delivery.
*Please note refunds can take up to 14 days to process after goods have been received.

If you would like to discuss your return with us, please do not hesitate to contact us on:

Phone: 1300 55 66 03 or email us here

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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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