Customer Service

Customer Service

Sign-up to SoleX for unlimited Express Delivery and returns on all orders for a whole year! Oh and you'll get exclusive discounts and early sale access, too! Speedy, hassle-free shopping just got even better.

Here's how it works:


Sign-up by choosing the Sole X shipping method at checkout

If you checkout as a guest, an account will be created for you and SoleX will be applied to the account.


Receive your order on the next working day!


Free returns will automatically be applied to your account

Just follow the usual instructions to download your free label from our returns portal.


Shop anytime for a whole year and enjoy unlimited free next-day delivery and returns

Simply make sure you're signed in with the account you used to sign up and select Sole X as your shipping method.


Keep an eye out for your exclusive discounts, early sale access and more!

Let's run the numbers:

Orders Per Year

Next-day Delivery & Return Cost

Next-day Delivery & Return Cost With SoleX

1 £9.00 £10.99
2 £18.00 £10.99

Save £7.01

5 £45.00 £10.99

Save £34.51

10 £90.00 £10.99

Save £79.01

15 £135.00 £10.99

Save £124.01

20 £180.00 £10.99

Save £169.01

Save money in as few as 2 orders! Letting you spend more money on things you love like more shoes! 😈.


SoleX costs just £10.99 and gives you free next-day delivery and returns for a whole year, plus exclusive discounts and rewards! There is no minimum order and you can use it as many times as you want, saving you money on fast hassle-free shopping.

If you are not already a SoleX member, you will be able to join at the checkout, just choose the SoleX option at the shipping step. Once you are signed up, you will be able to see your active membership and the expiry date, in the 'My Account' section of the SoleTrader website. When it's time to make your next purchase with us, you simply need to select SoleX as your delivery method in the checkout. It's that easy!

Just follow the usual instructions here to find your order on our returns portal where your membership benefits will be automatically applied and you can download your free returns label using one of our many easy returns methods

One SoleX membership entitles you to all the benefits on both Soletrader and Soletrader Outlet, giving you access to thousands of products!

SoleX does not automatically renew after the year is up, so there's no need to worry about paying for it when you don't need it. After your membership expires just choose to sign up again at checkout to purchase another year of fast hassle-free shopping!

You can see the expiry date of your membership in the My Account section of our website. Just log in with the details you used when signing up.

Currently, SoleX membership is only available in the UK and only entitles you to free next-day delivery and returns in the UK. In the future SoleX will be rolled out internationally, so check back for updates.

Next day delivery and SoleX is not available for non-standard UK postcodes, this includes the Scottish Highlands, Northern Ireland and other Overseas Territories, the full list of excluded postcodes can be seen here


SOLE X is available to UK addresses only. It gives subscribers free Next Day Delivery for a year and free returns (where available, see below for more details). Your use of SOLE X is subject to these terms and conditions.


You need to have a valid email address to purchase SOLE X – you can subscribe to SOLE X by selecting SOLE X as your shipping option at checkout. We accept the payment methods shown to you during the checkout. If you do not already have an account one will be created for you when purchasing SOLE X.

After you subscribe, you will receive an acknowledgement e-mail from us confirming your order. We only accept your order once payment has been approved (and then a contract is made based on these terms and conditions).

By Signing up to SOLE X you will subscribe to marketing updates from SOLETRADER and SOLETRADER OUTLET. Your newsletter preferences can be tailored within your welcome email. Unsubscribing from these emails will not affect your SOLE X subscription status, but could mean you will not receive some exclusive updates.


You must be logged in to your account to use SOLE X and the account must be registered to the same email used when SOLE X was first purchased. If your account has a SOLE X membership the SOLE X shipping method will displayed in the checkout as FREE. In order for your order to receive the benefits of SOLE X you must select this method.

SOLE X is valid for 12 months from the day you sign up.

Your membership is locked to the delivery country this is purchased for. You can’t use SOLE X in another country with a premium delivery offering.


SOLE X is a premium shipping method available for use for 12 months. If your order is cancelled before fulfilment then your premium membership will be cancelled alongside this. Any other cancellation request of this membership is at our sole discretion.


Area Restrictions:

SOLE X is not available to the following destinations AB37-8, AB55-6, IV, HS, KA27-28, KW, PA20-49, PA60-78, PH15-44, PH49-50, ZE, BT, IM, JE, GY, TR21-25.

Cut-Off Times:

Orders must be made within the delivery timescales set out in checkout. Before you finalise your order, we’ll give you estimated delivery times and dates (and the delivery options available) depending on the order time and delivery address.

The standard cut-off times below are subject to change (e.g. they may be brought forward during busy periods). Up-to-date information is available at checkout.

Next-Day Delivery (where available) is on the next day if you order before 16:30 Monday to Friday.


We try our hardest to meet all delivery times, but, very occasionally, there may be delays, especially during busy periods (e.g. sale) but also because of things like postal/carrier delays, traffic delays, logistics, bad weather or if our Delivery Partners are unable to access the delivery address. We won’t be held liable for any delays or failures to comply with our obligations if the delay or failure arises from any circumstances beyond our and our Delivery Partners’ reasonable control or during periods of high volume (e.g. sale, Black Friday weekend), when delivery times may be extended. This does not affect your legal rights. We aim to keep you updated and you should be able to track your parcel’s progress. If you have any other issues, feel free to contact Customer Care.


Deliveries won’t be made on public holidays. We can't be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the Delivery Partner. Certain brands may be subject to additional delivery restrictions and purchases made may not be available for Next-Day or Nominated Delivery.


SOLE X is strictly for personal use only and must not be used for business, re-sale or wholesale purposes. You can order (and make free returns) as many times as you want but this is subject to a fair use policy – we need to make sure people are not taking advantage of this great proposition which may include making excessive use of, or placing unusual burdens on, the service (e.g. ordering and returning beyond what would reasonably be expected of someone using the service for personal use).


We may terminate a SOLE X membership at any time, we will contact you at least 30 days beforehand, and you will be given a prorated refund based on the number of full months left on your membership.

If we reasonably suspect or discover that use of SOLE X:

has been in serious breach of these terms and conditions; and/or

has been for business, re-sale or wholesale purposes, or for any purpose other than can be reasonably expected of someone using the service for personal use; and/or involves fraud or misuse or is otherwise detrimental to SOLETRADER’S interests, we may immediately suspend or terminate a SOLE X membership (and a refund will not be given), refuse or cancel order(s) or close or freeze the SOLETRADER customer account (and associated accounts) (even if we have previously confirmed an order).

We’ll try to contact you if this happens, but if this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care and they’ll be happy to speak to you about it.

If we suspect or discover that a SOLE X membership has been used in serious breach of these terms and conditions, we have the right to recoup all our direct delivery costs and losses from the account holder.


We may change, or introduce, any minimum spend threshold from time to time. We will give you at least 30 days' notice of any minimum threshold changes before they come into effect. If you do not want to continue your membership with the new minimum threshold, you can terminate it at any time before the new threshold takes effect, and you will be given a prorated refund based on the number of full months left on your membership.


We have the right to change these terms and conditions at any time for the following reasons - to improve them, or make them clearer or easier to understand; to comply with legal or regulatory requirements; to provide you with additional information about the membership; if we make changes to the membership; where we reorganise the way we run our business; or for security reasons. We may make changes or additions to these terms and conditions for reasons other than those above, as long as they are reasonable.

If we change these terms and conditions in a way that will impact your legal rights or obligations, where possible we will notify you and give you the opportunity to read the new terms before the changes take effect (unless a change needs to be implemented quickly to reflect a sudden change).

If we reasonably think that a change will disadvantage you, we will give you at least 30 days' notice of the change. If you do not want to continue your membership on the amended terms and conditions, you can terminate it at any time before the change takes effect, and you will be given a prorated refund based on the number of full months left on your membership.