FAQ
Why are your prices lower than retail?
We source directly through authorised wholesale channels, bypassing the boutique rents, multi-tier distribution, and marketing budgets that inflate the prices you see everywhere else. You pay for the shoe — not the postcode of the store it was sold from. Full explanation here →
What sizes do you carry?
Our women's sneakers is available in EU sizes 34–42. Men's styles are stocked in EU sizes 34–48. Size availability varies by style — each product page lists the sizes currently in stock.
How do I find my correct size?
We recommend ordering in your usual EU size. If you are between sizes or purchasing heels, we generally suggest sizing up by half a size for comfort. If you're unsure, feel free to reach out before ordering — we're happy to advise based on the specific style.
What if my size is not available?
If a size is sold out, contact us through the Contact page and we'll let you know when it's expected back in stock. We restock popular styles regularly and can notify you as soon as your size becomes available.
How long does shipping take?
Orders are dispatched within 1–2 business days. Once shipped: Australia: 3–7 business days International: 7–21 business days depending on destination You'll receive a tracking number by email as soon as your order is on its way.
Do you ship internationally?
Yes — we ship to most countries worldwide. Shipping rates and estimated delivery times are calculated at checkout based on your location. Please note that international orders may be subject to local customs duties or import taxes, which are the responsibility of the recipient.
Can I track my order?
Yes. Once your order has been dispatched you'll receive a shipping confirmation email with your tracking number and a direct link to follow your parcel in real time. If you haven't received tracking details within 3 business days of ordering, please get in touch and we'll look into it right away.
What is your returns policy?
If your order arrives damaged, defective, or not as described, please contact us within 7 days of receipt with photos and we will arrange a replacement or full refund promptly. For hygiene and quality reasons, we are unable to accept returns or exchanges on sneakers that has been worn outdoors. We encourage you to try your shoes indoors on a clean surface before wearing them outside. If there is a manufacturing fault, we will always make it right.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are processed securely.
How do I contact the Sole Dept team?
You can reach us via the Contact page on our website. We aim to respond to all enquiries within 24 hours on business days. For anything relating to an existing order, please include your order number for the fastest resolution.
