1. How do I change my password?

    Sign in and click on My Account. Here, you can change your password and update any other information.

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  2. I forgot my password. What do I do?

    Click here to reset your password on the login page.

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  3. How do I change my billing address?

    Sign in and click on My Account. Here you can update your billing address or any other personal information.

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  4. How do I change my shipping address?

    Sign in and click on My Account. Here you can update your shipping address or any other personal information.

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  5. Can I have multiple shipping addresses on file?

    Yes, when you sign in and go to My Account, you'll be given the option to either delete or add additional shipping addresses.

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  6. How do I update my payment information?

    Sign in and click on My Account. Here you can change or update your credit card or any other personal information.

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  7. What is a pre-authorization?

    If a debit card, check card, or gift card is used to make a purchase on the Sole Society website and the purchase is not accepted for any reason, please be aware that most banks will hold the 'authorized' funds (counting against the account balance until the authorization clears) even if the order is not accepted by Sole Society's security measures. This is a common bank practice handling debit card, credit card or gift card transactions to ensure sufficient funds and account authenticity. Debit and gift card authorization holds can fall off the account (thus rendering the balance available again) anywhere from 1–5 days after the transaction date depending on the bank's policy. Credit card holds may last as long as 30 days, depending on the issuing bank. If you need help speeding up the process, you can contact the card issuing bank.

    Sole Society is not obligated to release the bank's temporary hold on authorized funds, nor can it be held responsible for the policies of the customer's banking institution regarding the holding of authorized funds.

    Please only click the “Place Order” button once to avoid multiple authorizations.


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  8. How do I subscribe or unsubscribe to emails?
    When you register for the site, you'll automatically receive our email correspondence which includes all of your notifications, the shoe of the day emails as well as special promotional emails and offers you don't want to miss. You can unsubscribe from our promotional emails by going to My Account and opting to no longer receive email communications. Please allow up to 3 business days to be removed from a subscription list.
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  9. What is Sole Society's return policy?

    If you are unhappy with your order, you can exchange it for another item or size, or return it for a Sole Society Credit free of charge. All items must be returned within 30 days of ship date in new, unused condition. Return shipping is free and there is no fee for exchanges or returns for Sole Society credit. All items returned for a refund to the original credit card incur a $7.95 restocking fee. Please note: a $9.00 shipping and handling charge applies to returns sent from Hawaii and Alaska.  A $12.95 shipping and handling charge applies to returns sent to Puerto Rico. A $9.95 shipping and handling fee applies to returns from Canada. Please visit our Returns and Exchanges page for more information.

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  10. How long do I have to return an item to Sole Society?

    Your return must be received by us within 30 days of the original ship date.

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  11. How do I return an item to Sole Society?

    Please visit our Returns and Exchanges page for more information.

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  12. Who pays for shipping a return to Sole Society?

    Sole Society will cover the cost of all return shipments from addresses within the Contiguous United States. For returns originating from Alaska or Hawaii, there will be a $9.00 shipping and handling charge applied.  For returns originating from Puerto Rico, a $12.00 shipping and handling charge applies.  For returns originating from Canada, a $9.95 shipping and handling charge applies.

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  13. Can I exchange an item for a different color or size?

    Absolutely. First, return your shoes to us in original, unworn condition. Once we receive and process your return, we will send you an email letting you know we have placed a credit in the full amount of your purchase in your account. With that credit you can purchase the same shoe in a different size or color or a completely different shoe.

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  14. Can I get a refund for my purchase?

    Sole Society strives to provide excellent customer service and a superior shopping experience for all its customers. If for any reason you are not totally content with your selection, you can return the shoes and receive a refund to your credit card, get a credit in your Sole Society account OR make an exchange.

    When requesting a refund on your credit card, we do have to charge a $7.95 restocking fee for all items returned.

    Within the Contiguous U.S., if you exchange, we will ship another pair free of charge.  For Alaska and Hawaii, a $9.00 shipping and handling free will apply.  For Puerto Rico, a $12.95 shipping and handling free will apply.
    For Canada, a $9.95 shipping and handling fee will apply.

    Note to Canadian Customers:

    By ordering goods from Sole Society you hereby authorize Landmark Trade Services LTD, chosen by Sole Society, to act as your agent, and to transact business with Canada Border Services Agency (CBSA) to clear your merchandise, account for applicable duties and taxes, to return merchandise to Landmark Global, and to prepare and submit refund claims on your behalf for any merchandise that you return.

    You understand that CBSA will send any refund of duties and taxes that were paid on the returned merchandise to the broker, and that you will obtain the refund directly from Sole Society. In this connection, you also authorize the customs broker to endorse any refund check issued by CBSA in your name, so that Sole Society can be reimbursed. You also waive your need for any receipt of this transaction which may include classification of goods, transaction number, and a breakdown of duties and taxes.

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  15. What happens if my item was damaged in transit? 
    Return your shoes by visiting our online Returns Center at www.solesociety.com/returns and follow the simple instructions to print your UPS return shipping label and return authorization number.
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  16. How will I know that Sole Society has received my return?
    Once your return has been dropped off at a UPS facility, please allow 5-10 business days for the return to be received and completed by our warehouse. We'll send you an email notification as soon as we have received and processed your return.
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  17. How long will it take to receive my refund?
    If you've selected Sole Society credit, it will appear within 1 hour of the return being completed. If it’s a refund to your credit card, please allow 3-5 business days for the refund to appear on your statement.
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  18. What does "Final Sale" mean?
    "Final sale" means final sale merchandise is not eligible for refund or exchange.
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  19. What is an eGift Card?
    A Sole Society E-Gift Card can be used at any time to purchase from almost any event on Sole Society. 
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  20. How do I redeem an E-Gift Card?
    E-Gift cards must be redeemed through Sole Society's Web Site, www.solesociety.com, towards the purchase of eligible products. Purchases are deducted from the gift card credit balance. Any unused credit will be placed back on the E-gift card code. If an order exceeds the amount of available credit, the balance must be paid with a credit card or store credit.
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  21. Do Sole Society E-Gift Cards expire?
    No, Sole Society E-Gift Cards do not expire, however they are not currently available. .
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  22. Does Sole Society charge sales tax?
    Sole Society currently only charges sales tax on orders shipped to customers who reside in California. Where we have a physical presence, it's required by law.
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  23. What does the International Surcharge include?
    For Canadian orders, the 30% international surcharge covers all GST, PST, and duty fees. These charges will be displayed when you check out, and what you see is what you pay - there will be no additional charges upon receipt.
    Please note: all prices and charges on the site are in US dollars.
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  24. I signed up to receive emails through the pop up. What are the rules? How do I use my 20% off?
    The coupon you received for signing up to receive emails is good for 20% off a first purchase of $85 or more. The coupon code will be applied automatically in your cart during checkout when the contents of your cart is $85 or greater. This offer is not retroactive and cannot be combined with any other special offers or coupons. This offer is subject to change without notice.
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  25. What are the rules for coupon code use?
    Coupon codes are limited to one per customer per purchase and are good for a one time use only per customer. The coupon codes have no cash value and if a return is made, your account will be credited only in the amount that you paid – total amount at checkout less the value of the coupon code. Coupon codes can not be combined with other offers or used on sale items unless otherwise specified. Sole Society may run promotions designed to attract new customers or increase sales. In connection with these promotions, any person that receives credits, coupons, prizes or other benefits from Sole Society by using multiple user accounts or email addresses, using false names, impersonating others, or through the use of any other fraudulent or misleading conduct, shall forfeit any credits, coupons, prizes or benefits obtained through such means, and may be liable for civil and/or criminal penalties under applicable law. Sole Society reserves the right to refuse or alter any coupon or promotion at its discretion. The contents of this statement may be altered at any time, at our discretion.
    Please note: Coupon codes are not retroactive and price adjustments will not be issued to orders placed prior to the start of any promotion.
  26. What are the rules for Invite a Friend Coupons?
    Invite a Friend coupon codes for both the invitee and inviter are limited to one per customer per purchase and are good for a one time use only per customer. Promotion is only valid if you create your account after clicking on the referral link.The coupon codes have no cash value and if a return is made, your account will be credited only in the amount that you paid – total amount at checkout less the value of the coupon code. The invitee code generated post purchase is valid for 30 days from the purchase that generated said invitee code. If a friend makes a purchase through an invite link, the reward code does not expire and will be sent directly to the inviter’s email address. Sole Society Invite a Friend program is subject to change without notice. Please see FAQ 25, “How many times can I use a coupon code?” for more information on Sole Society’s coupon code policy. Please see our Terms and Conditions page for more on website terms of use.
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  27. Where can I find information on the rules, terms and conditions for current contests, giveaways, gift with purchase, or other promotions?
    Please visit our Rules Page to see all current contest, giveaway and promotional rules, terms and conditions.
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