Frequently Asked Questions

UK standard delivery typically takes 3 to 5 working days from dispatch. Express next day delivery is available at checkout on UK orders placed before 3pm Monday to Friday. All orders are sent with full tracking so you can follow your parcel at every stage.

For full details including shipping costs, see our Shipping Policy.

Once your order is dispatched, you will receive a confirmation email containing your tracking number and a link to track your parcel. You can also log in to your account on our site and view your order status under "My Orders".

If you haven't received a tracking email within 48 hours of placing your order, please check your spam folder. If it's not there, contact us at Help@thesolestore.co.uk and we'll send it over.

Yes. Alongside the United Kingdom, we ship to the European Union and to selected international destinations including the United Arab Emirates, Australia, and Canada. Delivery times and costs vary by destination.

For the full list of destinations and rates, see our Shipping Policy.

For UK orders placed before 3pm on a working day, your order is dispatched the same day. Orders placed after 3pm, or on weekends and bank holidays, are dispatched the next working day. During busy periods such as new releases or sale events, processing may take up to 3 working days.

You will receive a dispatch confirmation email with tracking details as soon as your order leaves us.

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at Help@thesolestore.co.uk with your order number and photos of the issue. We will arrange a free return and send a replacement or issue a full refund, whichever you prefer.

This is in addition to your statutory rights under the Consumer Rights Act 2015, covered in our Terms of Service.

We process orders quickly, so changes or cancellations are only possible if the order has not yet been dispatched. Please contact us as soon as possible at Help@thesolestore.co.uk with your order number and we will do our best to accommodate your request.

If the order has already been dispatched, you can return it once received under our standard Returns & Refunds Policy.

You have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Items must be returned in their original, unused condition with all tags and packaging intact.

For full details including how to start a return, see our Returns & Refunds Policy.

To start a return, email us at Help@thesolestore.co.uk with your order number and the reason for return. We will provide you with return instructions and the returns address. Please do not send items back without contacting us first.

Once we receive and inspect your returned item, we will process your refund within 5 to 7 working days. Refunds are issued to the original payment method used at checkout. You will receive an email confirmation when your refund has been processed.

Please note that your bank or payment provider may take an additional 3 to 5 working days to reflect the refund in your account.

We offer free returns on all UK orders. For international returns, the customer is responsible for return shipping costs. For items that arrive damaged, defective, or incorrect, we will cover the return shipping at our expense regardless of location.

We recommend using a tracked delivery service for all returns, as we cannot be held responsible for items lost in transit.

Due to the limited-availability nature of many of our products, we cannot guarantee that an alternative size will be available for exchange. We recommend returning the item for a refund and placing a new order for the size you need, subject to availability.

Contact us at Help@thesolestore.co.uk and we can check availability for you before you return.

Yes. Every item sold by The Sole Store is inspected in-house before dispatch. We source through trusted, traceable supply channels rather than open marketplaces or private sellers, and each item is checked for packaging, product codes, material quality, and labelling before it is sent to you.

For full details on our sourcing and verification process, visit our Authenticity Guarantee page.

THEMAINSUPPLIER LIMITED, trading as The Sole Store, is an independent retailer. We are not affiliated with, authorised by, endorsed by, or officially connected to any of the brands listed on this website.

All brand names, logos, and trademarks are the property of their respective owners and are used solely for product identification purposes. Although we are not an authorised retailer, every item we sell is inspected in-house and sourced through trusted, traceable supply channels.

If you receive a product and have any concerns about its authenticity, contact us within 14 days of delivery at Help@thesolestore.co.uk. We will arrange a free return, conduct a full re-inspection, and issue a complete refund or replacement if the product is confirmed inauthentic.

Read our full Authenticity Guarantee for more details.

As an independent reseller, our pricing reflects market demand, product availability, and sourcing costs. Limited-availability or highly sought-after items may be priced above original retail due to their scarcity. Other products may be available at or below retail depending on current supply. All prices are inclusive of VAT and clearly displayed at checkout with no hidden fees.

Yes. All footwear is shipped in its original branded box with any included accessories, tags, and tissue paper. Designerwear is sent with its original tags and packaging. If there is any variation to original packaging on a specific item, this will be clearly stated in the product listing.

We accept Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay, Google Pay, Shop Pay, and Klarna. All payments are processed through Shopify's secure, PCI-compliant payment gateway.

Yes. Our website is protected by SSL encryption (you'll see the padlock icon in your browser's address bar). All payment transactions are processed securely through Shopify Payments. We do not store your full card details on our servers.

THEMAINSUPPLIER LIMITED is a registered UK company (No. 16168678) and VAT-registered (517387177). You can verify our business details on Companies House.

Yes. We offer Klarna at checkout, which allows you to split your payment into 3 interest-free instalments or pay later within 30 days. Klarna's terms and eligibility criteria apply. You can review Klarna's full terms at klarna.com.

Yes. All prices displayed on our website are inclusive of UK VAT at the current rate. The price you see is the price you pay, there are no additional taxes or hidden charges at checkout. THEMAINSUPPLIER LIMITED is VAT-registered (517387177).

The Sole Store is a trading name of THEMAINSUPPLIER LIMITED, a UK-registered limited company (Company Number 16168678, VAT 517387177). We are a UK sneaker and designerwear retailer.

Learn more on our About Us page.

We currently operate exclusively online. Our registered office address is Moreton House, 31 High Street, Buckingham, MK18 1NU. This is an administrative address and is not open for walk-in visits or collections.

You can reach our customer service team via:

Email: Help@thesolestore.co.uk
Hours: Monday to Friday, 9am to 5pm GMT

Or use the contact form on our Contact Us page.