FAQ
Do you have questions? No problem – here you'll find all the important information about ordering, shipping, payment, returns, and our products. We want to make shopping at SOLESORT as easy and transparent as possible for you.
If you can't find an answer to your question here, just write to us – we'll be happy to help you personally!
Shipping & Delivery
How much are the shipping costs?
Shipping costs vary depending on the country of delivery and the shipping method. The exact costs will be displayed at checkout before completing your order.
How can I track my package?
After shipping, you'll receive a tracking number via email. You can use this to track the status of your delivery online at any time.
Only part of my order was shipped – why?
Some items are shipped from different warehouses, so you may receive multiple packages. The remaining products are already on their way.
Which countries do you deliver to?
We ship worldwide. If your country isn't available during checkout, please contact us directly – we'll find a solution.
Do I have to pay customs or import fees?
For international deliveries (non-EU), customs or import fees may apply. These depend on the destination country and must be borne by the recipient. Please check with your local customs authorities in advance.
What happens if I am not at home when the delivery is made?
Don't worry—the courier will either leave a notification or deliver the package to a pickup location or to your neighbor. You can find the exact details in the tracking information.
authenticity
Are all items unworn and original?
Yes, all products we offer are new and 100% authentic.
How is it possible that you offer sold-out items?
We rely on an international network of trusted resellers, collectors and partners to make limited and sold-out items available to you.
How do you ensure that the items are genuine?
Each product is carefully inspected by our team before shipping and undergoes a multi-step authentication process.
Can you also test products that were not purchased from you?
We currently only verify items purchased directly through our platform. We do not currently offer external authenticity verification.
pay
What payment methods do you offer?
We accept all major payment methods, including:
– Credit card (Visa, MasterCard, American Express)
– Klarna purchase on account & installment payments
– Klarna instant bank transfer
– Apple Pay / Google Pay
– PayPal
Available options may vary depending on country and order value.
How does Klarna invoice purchase work?
When you purchase on account with Klarna, you only pay after receiving the goods . Once your order has been shipped, you will receive an email from Klarna with payment information. You then generally have 14 days to pay the invoice.
How does payment by credit card work?
Simply select "Credit Card" during checkout, enter your card details, and confirm payment. The amount will be reserved immediately after your order is completed and will usually be debited within 1-2 days.
How does Sofortüberweisung (Klarna) work?
Sofortüberweisung is a direct bank transfer method from Klarna. After checkout, you'll be redirected to the Klarna website, log in with your online banking details, and authorize the payment immediately – without any registration required.
The amount was debited twice – what should I do?
Of course, this shouldn't happen. Please contact us directly with a screenshot of the charge. We will review the transaction immediately and refund any overpayment.
My preferred payment method is not available – what now?
We're constantly working on adding more payment methods. If your preferred option isn't listed, please contact us – we might be able to find a customized solution.
Why was my payment declined?
There may be several reasons: insufficient funds, incorrect entries, or security checks by the bank or payment provider. If necessary, try a different payment method or contact your bank or Klarna.
Can I change the payment method later?
Unfortunately, changing your payment method is no longer possible after completing your order. If you have any issues with your payment, please contact us as soon as possible.
Will I receive an invoice for my order?
Yes, you will automatically receive a digital invoice via email as soon as your order has been shipped.
Return & Cancellation
Can I return items?
Yes, you can return items within 14 days of receipt – provided they are in their original, unworn condition with all tags and packaging.
How does the return process work?
Send us a short message via our contact form or by email with your order number. We'll then provide you with all the information you need about the next steps and the return address.
Who bears the return shipping costs?
The buyer is responsible for return shipping costs. We recommend insured shipping with tracking to ensure safe return transport.
Can I cancel my order?
You can cancel your order as long as it hasn't been shipped yet. To do so, please contact our support team as soon as possible with your order number.
Article information
Are your items for women or men?
Our items are unisex , meaning they can be worn by everyone. You'll always find a size chart for sneakers and clothing so you can find the right size for you—whether you're male, female, or non-binary.
Are you unsure about the fit? No problem—just write to us, we'll be happy to help!
Are limited edition items really only available in small quantities?
Yes, many of our products are limited releases and are only available in very limited quantities. Once an item is sold out, we may not be able to restock it—so be quick!
Does the original packaging come with the sneakers?
Yes, all sneakers come with the original packaging – including box, paper and, if applicable, accessories such as extra laces or tags.
Are your items used or new?
We only sell new and unworn items in their original condition. Each item is carefully inspected before shipping.
About us & customer service
How can I contact you?
You can reach us anytime via our [contact form] or by email at support@solesort.com . We strive to respond to all inquiries within 24 hours (weekdays).
Which languages does your customer support support?
Our support team is available to help you in German and English . Just write to us in the language that suits you best.
Don’t worry – we’re open to all questions!
No matter what's on your mind, simply contact us using one of the options below – we'll get back to you as soon as possible!