FAQ

FAQS

You’ve got questions, well we got answers! HERE’S OUR F.A.Q.

GENERAL QUESTIONS:

Q: How can I get a hold of you? You can also contact us asksolemate@gmail.com

Q: I have a promo code, how do I use it? All promo codes must be input at the time of checkout by the customer. Our system will not allow us to manually adjust any costs on orders that have already been placed. We cannot apply any promo codes to prior purchases.

Q: I have a SHOE-MERGENCY HELP! What should I do? If you have placed your order online and are currently experiencing a shoe-mergency please contact us via asksolemate@gmail.com. Please provide your order number and explain your shoe-mergency in detail. All shoe-mergency inquires only apply to online orders.

Q: How do your shoes run? Our sizes are based on US sizes. All shoes are given a size suggestion at the bottom of every shoe description. Please keep in mind that this is only a suggestion we understand that everyone’s foot size is different & your selection will be made upon personal preference. If you need help with sizing please email us at asksolemate@gmail.com

Q: What are your forms of payment? We accept any major credit/debit card

Q: Can we place orders over the phone with an representative? We ask that all customers place their orders online at ShopSoleMate.com to ensure that there are not any miscommunications during the order process.

Q: We want to make a large purchase: do you offer wholesale?  Yes, wholesale is available please contact us for terms 

Q: I’m DYING for this shoe but you’re sold out, when will you restock? As much as we would LOVE to provide you with an exact date for restocks, unfortunately we cannot! But GREAT NEWS! We upload new styles daily!  

Q: Can I be contacted if a certain style is restocked? Please follow us on all social media outlets and sign up for our mailing list for restock alerts. @SoleMate.Shoetique

Q: Do you ship in original boxes?
A: We believe in all things GIRLY! (: Our packaging is no exception! You will receive your shoes wrapped in its own individual dust bag and beautiful packaging! We do not ship in boxes to eliminate waste and bulkiness during shipping. Shipping via poly mailers allow us to keep shipping costs down and pass the savings along to you. 

Q: Why can’t I add this GORGEOUS shoe to my shopping cart?
OH NOOOO!!! Chances are we’re sold out at the moment! However, we restock DAILY! Please check back soon! If we do not receive that exact style again, we will be receiving something very similar!

ORDER STATUS’; LET US EXPLAIN HOW IT WORKS:
- AWAITING FULFILLMENT: You just placed your order: your status will be in AWAITING FULFILLMENT until your order has been processed by our accounting department.
- PENDING: Pending can means there was a problem and we will contact you asap
- SHIPPED: Your order has been successfully processed and sent to our shipping facility. At this point, no changes can be made to your order.
- COMPLETED: This status does not mean your order has been delivered. COMPLETED means we have entirely processed and shipped your order from our facility. Please reference your tracking number for estimated delivery date. Enjoy your GORGEOUS shoes! (:
- VERIFICATION REQUIRED: Your order has been placed on hold and further information is required. You will be contacted with instructions on exactly how to do so within 48 business hours via Email.

 

TRACKING YOUR PACKAGE:

Q: What carrier do you ship with?
A: We ship all orders with USPS. We will use fedex or ups for larger orders

Q: I have a tracking number, what do I do with it?
A: Please copy and paste tracking number starting into the track box at USPS.com.

Q: I need my order fast! Do you offer expedited shipping?
A: We offer expedited shipping on all domestic orders.
All Next Day, 2day & 3 day pricing will be calculated at checkout.
(Please keep in mind that shipping dates are counted as days in transit)

Q: When will my order ship?
A: Most orders will ship within 1-3 business days. If you need expedited handling and shipping for a special event please email us asksolemate@gmail.com
In a rare occurrence that an item will not be shipped longer than 3 days we will contact you.

Q: How long until I have my package?
A: You will receive your gorgeous shoes within 1-6 business days once they are shipped. We ship from Orange County, California border states arrive in approximately 2 business days and the rest of the country average is 3 days.
unfortunately we do not ship to Puerto Rico, Virgin Islands or any international locations at this time

RETURNS / EXCHANGES/ REFUNDS / STORE CREDIT:

Q: Do you provide return labels?
A: As stated in our policy, the cost of shipping back your item is at your cost. Please be sure to add insurance and tracking as we are not responsible for lost items. Please contact us within 7 days for a return. 

 

Q: I just received my package and I need to return/exchange, how do I do so?
A: All returns or exchanges must be within 7 days of delivery. Shoes must not be worn at all. Shoes that are worn will not be refunded or exchanged. Please contact us within 7 days for more information
(All exchanges and sale items are final. NO EXCEPTIONS)

Q: My return tracking number states that you have received my package into your facility, why haven’t I been contacted?
A: It usually takes about 3- 5 business days to process your returned package.
You will be contacted shortly

- If you have been contacted by our returns and exchange department stating that you have a store credit and can use it at any time, Please call us and we will transfer you to the corrective department who will gladly assist you with your exchange.

If you have any further questions please do not hesitate to contact us at any time.

Have fun finding your new SoleMate!