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FAQ

100% Authentic.

We do not deal with fake and/or replica items. Period. We guarantee that all retail items sold on SOLEAWESOME.com are 100% authentic.

 

Consignment items authentication.

At SOLE AWESOME we have a team of sneaker experts to thoroughly inspect all the shoes we accept from consignors to ensure 100% authenticity. Please shop with confidence!
For more information about the consignment process, please go to our How to Consign page.

 

Discounts and promotions.

SOLE AWESOME has promotions going on all the time! To keep updated with upcoming promotion dates please bookmark us, subscribe to our newsletter and follow us on twitter. Please note that coupon codes do not apply to Clearance products and are excluded from site-wide sales.

 

Size chart.

Please refer to size chart before placing an order if you are uncertain of your size.

size-chart-1.jpg

 

Gift certificates.

Due to high level of frauds, we no longer accept gift certificates. We are sorry for the inconvenience.

 

Payment options.

We only accept payments in the US currency at the moment. We are sorry for the inconvenience.

We accept PayPal only.

 

Shipping.

  • Sole Awesome's main office is located in Richmond, BC. We have warehouses located in Canada, USA, China and Hong Kong. Orders will be shipped out from one of our warehouses depending on size and style availability
  • To prevent high levels of fraud, we require that your Billing and Shipping Address must be the same. Please make sure your Billing Address and Shipping Address are the same, any address that is different from the Billing Address will be disregarded.
  • All multi-item orders involving Current Item(s) and Pre-Order Item(s) will be shipped in the same parcel when pre-order item(s) become available to ship.
  • All available items will be shipped within 2 business days (unless noted otherwise) after payment has been verified.
  • Default estimated time for shipping is 4-8 business days (estimated shipping time does not include custom holds, natural disasters, or any other causes of delays that are not within our power).
  • Shipping courier is responsible for the package once it has been handed over to them. Any loss or damage claims will be made directly to the shipping courier.

 

Customs.

We have no control over customs taxes imposed by your country. However, we are able to declare a lower product value at your request.

 

Order cancellation.

15% restocking fee applies to cancellation of processed orders.

 

Returns and exchange.

Under normal circumstances, all sales are final. An exchange will only be granted if by any chance a mistake was made by us, i.e. shipping the wrong item, size, colorway etc. The customer must notify us within 7 days upon receiving the wrong item (model, size, or colorway) and we must receive the return in no later than 30 days.

Customers are responsible for ordering the correct size, style and colour. If a customer receives an item and decides that he/she does not like a style/colour or the size they ordered does not fit, they will be responsible for the return shipping and will be subjected to a 15% restocking fee. Only brand new, UNWORN items with all included accessories will be accepted. If worn items are sent back to us, a refund will not be granted and the customer will be responsible for the shipping cost back to them.

In the event of a customer claiming that he/she has received a defective or damaged merchandise, the customer must notify us within 7 days upon receiving the claimed defective/damaged item. The merchandise must be received by us in no later than 30 days. Returned merchandise must be in original condition, WORN or USED items CANNOT be returned. We can only reimburse return shipping cost, in the form of store credit, for up to $25. Upon receiving the returned merchandise, if we find no problems with it, the customer will be charged 15% restocking fee and is responsible for the full return shipping cost.

Initial shipping charges are non-refundable.

All sales of consignment items are final, no exception.

Please never send anything back before you have contacted us. All packages returned without an authorization will be disregarded; refunds or exchanges may not be honored.

Absolutely no returns or exchanges will be considered 30 days past the original date of purchase. NO EXCEPTION.


Local Pickups.

We now require a 12% deposit for all customers who want to do a local (Richmond, BC) pick-up with us. We will be charging our customers through Paypal for the deposit. This deposit will be returned back to you if you pay the total cost of the shoes plus sales tax. When you meet our representative for the shoes, if you only pay for the cost of the shoes (excluding sales tax), we will keep the deposit to cover the sales tax.

For local pick-up requests, send us an e-mail at [email protected] with a subject of:

"Local Pickup - Your Paypal e-mail"

Example: Local Pickup - [email protected]

Please specify the shoe and size that you are looking for in the body of the e-mail. A representative will get back to you with more information and help you set up the transaction.

 

All other inquiries.

For all other inquiries that were not answered here on our FAQ, please feel free to contact us or give us a call at our toll free number: 1-855-228-SOLE (Monday to Friday 11am-2pm PT)