Can I cancel my order after I've placed it?
We start work to despatch your order as soon as payment clears. You can contact us to let us know you’d like to cancel, but unfortunately as the despatch process starts straight away, it may not be possible for us to cancel your order.
Please make sure all your order details are correct before confirming your order.
Can I change my address after the order is placed?
For security, unfortunately we’re unable to change your address after the order is confirmed.
Please make sure the order details are correct before confirming your order.
Can I have some more information about a product?
We try to give you as much useful information as we can about our items on the product page. This includes the item measurements, the materials it's made from, a size guide, fitting advice, a 360 spin or a catwalk video.
If you have any further questions about the item, please contact our customer service team with the product ID or the URL.
Can I track my order?
If a tracked service has been selected, you’ll be able to track your order via the details in your despatch email or by logging into your UPPERSOLE account and navigating to your order history.
How can I pay for my order?
We accept payment via PayPal, or via credit/debit card through Sage Pay.
You do not need a PayPal account to pay with PayPal.
Unfortunately we don’t accept cheques, postal orders or bank transfers.
How long will it take to recieve my delivery?
We offer standard delivery and special delivery. With standard delivery we use Royal Mail who has an estimated delivery time of 2-3 working days. This is an estimate only and does not have any guarantees on the delivery dates.
We also offer special delivery with Royal Mail. This requires a signature. If your payment clears before 12pm on a working day it will be processed and despatched on the same day for you to receive the next day before 1pm. For example, if you needed it for Wednesday you would need to order before 12pm on Tuesday. If ordered after 12pm it would not be despatched until Wednesday for you to receive on Thursday.
Our service does not include Saturday delivery, but the majority of our customers who order it on the Friday do receive it on Saturday. However, we cannot guarantee this.
There are some exceptions to the next day delivery service; it is the responsibility of the customer to check these before ordering this service. Please also see the FAQs at the following link for any exceptions: http://www.royalmail.com/personal/uk-delivery/special-delivery
We also offer DPD Next Day. The service includes text and email updates with a delivery time slot. You will be able to follow the driver online. DPD do not deliver on Saturdays. Unfortunately DPD is unavailable to customers in any part of Ireland, the Highlands or any of the Isles.
I haven't recieved my order.
With standard delivery, delivery takes 2-3 business days. This can vary in peak periods.
You can track your order with the link in your despatch email, or in your order history in your UPPERSOLE account.
If the tracking shows something unusual or hasn’t updated for a while, please contact our customer service team and we’ll contact the carrier for more information.
I'm having a technical issue.
If you are experiencing any techincal issues with the site or your account, please send our customer service team an email with a detailed description of the problem and we will look into it and get back to you as soon as we can.
If I am not home, what happens to my parcel?
With standard delivery the item can be accepted by a neighbour or left in a safe place. If this is not possible the item will be taken back to the Royal Mail depot where you will need to arrange collection from or arrange a redelivery before 18 days have passed. After 18 days the item will be returned to sender.
Royal Mail Special Delivery requires a signature. A card will be left and the item will be held at the depot for 7 days before being returned to sender.
DPD will notify you of the missed delivery, and 2 more delivery attempts will be made. You will also have the option to pick up your parcel from a depot, send it to a DPD Pickup location for collection, have it delivered to a neighbour, or have it left in a safe place.
What do I do when my item has been returned to sender?
If your item was returned to sender, this means
- the address you have provided was incorrect or incomplete
- your item was not collected after an attempted delivery
- it was refused
- the shipping label was damaged and unreadable
If it is returned due to an error on your part, you will be refunded upon receipt, less the delivery cost.
If it is returned due to damage to the shipping label, you will be fully refunded upon receipt.
What if my item is faulty?
We are very sorry to hear that. If the item is unused, you can send it back to us straight away, free of charge with the postage label provided on your invoice.
If the item has been used, please contact our customer service team with your order number and a description of the fault and we’ll get on it as soon as we can.
What is your returns policy?
We accept returns of unworn items in their original, new condition within 28 days of receipt.
Return postage is FREE for UK customers with the returns label provided on the invoice/returns form. You can print out a new one from your order confirmation email, or from your order history in your UPPERSOLE account.
We offer exchanges for items of the same price of lower. If the price is lower, we’ll refund the difference. Unfortunately we can’t exchange items for a higher priced item; in this case we’ll refund you so you can repurchase the item you’d like.
If you’d like an exchange, please fully complete the returns form provided to let us know which style, colour and size you’d like us to exchange the item for.
If this is not completed, unfortunately we won’t know what you’d like us to do and in this case we’ll issue a refund instead.
If an item is out of stock, we’ll issue a refund .
Exchanges are FREE for UK customers, so you won’t be charged for us to send the exchange to you.
We’ll inspect all items upon return. If we find your return to be worn, tampered with or in an otherwise non-resalable condition we will not be able to accept them for a refund or exchange and will charge you to send the item back to you. To avoid damage to the item while it is in your care please try them on a clean, carpeted floor only and keep away from pets or anything that may cause a strong odour.
The goods are your responsibility until they arrive with us, so please package the item with care to make sure it’s not damaged on its way to us.
Please keep your proof of postage until we notify you that we’ve dealt with your return.
When will my account be charged?
Most payments via PayPal go through as instant payments, so you will be charged straight away. It is possible that your payment can go through as a PayPal e-cheque, in which case the money will be taken from your account but we won't receive it until PayPal releases it to us. Your order will not be shipped until payment is received in full.
With Sage Pay, if your card is authorised successfully then payment will be taken immediately.
When will my order be despatched?
We aim to despatch all orders within 1 working day of cleared payment.
Working days are usually Monday-Friday, excluding public holidays.
Will I be charged customs and import duty?
Import duties, taxes and charges are not included in the item price or P&P charges. These charges are your responsibility; please check with your country’s customs office to determine what these additional costs will be prior to buying.
It is against British law to falsify customs labels, so we will not fulfil any requests to lower the value or mark the item as a gift.
Will you be restocking an item?
Maybe! Please contact our customer service team with the product ID or link to the page for more information regarding stock.