How can we help you?
Our customer service is happy to help you!
Frequently asked questions
Do you offer free shipping? Is there a minimum?
Yes— free shipping on all orders. No minimum purchase required.
When will my order be delivered?
Most orders are delivered within 7–15 business days after you place your order.We’re made to order (instead of holding inventory), so your delivery time includes:
- Production: typically 2–5 business days (we make your shoes just for you)
- Shipping: typically 4–10 business days (depends on your location)
Why we choose made-to-order: it helps us reduce waste, avoid overproduction, and keep our focus on creating bold, high-quality shoes without excess inventory sitting in a warehouse.Once your order ships, you’ll receive a tracking link so you can follow it the whole way.
What can I do if my item (or part of it) is damaged?
We work hard to deliver your items without damage. Orders can be returned or exchanged within 30 days of receiving the parcel, providing they are in original resalable condition.
Can I return my shoes?
Orders can be returned or exchanged within 30 days of receiving the parcel, providing they are in original resalable condition.
Can I change or cancel my order after placing it?
Because we start production quickly (made to order), changes and cancellations aren’t always possible. If you need help, contact us ASAP and we’ll do our best to catch it in time.
Do you ship internationally? Which countries?
Yes—we ship to many countries, including Canada, Australia, and many locations across Europe (and more). Available options and rates show at checkout based on your address.
What if my package says delivered but I don’t have it?
First, check around your delivery area (porch, side door, mailbox), and ask household members/neighbors. If it’s still missing, contact us and we’ll help you troubleshoot next steps.
What happens if my order is delayed?
Occasionally, carriers run into delays. If your tracking hasn’t updated or your package seems stuck, reach out—we’ll look into it with you.
Do your shoes run true to size?
In general, yes—most customers order their usual size.
What if I’m between sizes?
If you’re between sizes, we recommend sizing up for a more comfortable fit.
Are returns free?
Yes—returns are free within the return window.
Can I exchange for a different size/style?
Yes—if you need a different size or style, contact us and we’ll help you choose the best option.
When will I receive my refund?
Refund timing depends on your payment method, but it typically processes after the return is received and inspected.
Will the colors/pattern look exactly like the photos?
We do our best to show true-to-life colors, but screens can vary. Pattern placement may also vary slightly from pair to pair—each one is uniquely yours.
Why are your shoes made to order?
We choose made-to-order to reduce waste, avoid overproduction, and create your shoes specifically for you—so we can focus on quality, comfort, and bold designs without excess inventory.
Are your shoes unisex?
Yes—Sola Shoe offers styles for both women and men.
Do you offer discounts or a first-time shopper code?
Yes—new email subscribers receive 10% off.
How can I contact you / what’s the fastest way to reach support?
You can reach us via email, the website contact form, live chat (when available), or social media messages. If your question is about an order, include your order number for the fastest help.