FAQS

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), fill in the form on our Contact Us page, or email us at enquiries@soletrader.co.uk.

What payment methods do you accept?
We accept PayPal, VISA, Mastercard, Visa Debit, American Express, 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 52 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 enquiries@soletrader.co.uk, giving your name and order number and stating that you would like to cancel your order. Alternatively please call Customer Services on 0800 731 6441

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 – the quickest way to return your item is to take it to one of our stores. Please click here to find your nearest store. You can also return your order for free using our Collect+ service. Please click here to see our Payments and Returns Help section for further details.

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 we are out of stock of a certain size or style when you view a product, you can click on the size you want and enter your email address. We will then email you if/when this item comes back 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.