Help and FAQ
The only difference between our Active and Performance footbeds is the material used to construct the base of the footbed. The Active line is made with EVA plastic. The Performance line is made using recycled natural cork.
Active: EVA is an incredibly durable and resilient material that can withstand high-intensity use and retains its shape over a long period of time.
If you’re looking for one pair of footbeds that you plan to swap between different shoes regularly, we recommend an Active footbed. If your footbeds are likely to get soaking wet, we also recommend Active footbeds.
Performance: Cork is environmentally sustainable, naturally shock-absorbing, insulating and moisture-wicking and molds quickly to your unique foot shape.
If you struggle with cold feet on winter days, or you have a preference for natural, sustainable materials, we recommend a Performance footbed.
It’s easy to trim our footbeds down to size. If you’re a half size, round up to the nearest full size. When you get the footbeds simply trim them to fit with a pair of scissors. The easiest way to do this is by using your shoe’s factory insole as a guide.
Remove your shoes’ factory insoles.
Preheat your oven to 200°F/90°C (important!).
Place SOLE footbeds on a baking tray in the oven for 2 minutes, or until the opti-therm indicator turns black (no more than 3 minutes!).
Remove footbeds from oven and place them into your shoes.
Put shoes on, lace up and stand in a neutral position for 2 minutes.
Repeat the process if necessary, up to 5 times maximum.
For more information, watch this video:
Yes, SOLE custom footbeds are fully approved as eligible for purchase using Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA). You can use your FSA/HSA card at checkout.
Always confirm your plan specifics. You will receive an itemized receipt. Submit any required paperwork to reduce the chance of claim denial.
If you need any specific documentation to support your claim, reach out to cs@yoursole.com.
We are hard at work developing a new line of sandals to provide the same support you love and trust, in an exciting new way. This will involve a new, more sustainable way of making the products, which is in line with our overall aims as a company of having the best possible impact on the planet and the comfort of our customers.
That being said, we are unfortunately very unlikely to receive any new sandals this year. We appreciate your interest and we look forward to sharing our brand new sandals when they’re ready!
Join our mailing list to be in the loop when they drop.
Yes, SOLE custom footbeds are fully approved as eligible for purchase using Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA). You can use your FSA/HSA card at checkout.
Always confirm your plan specifics. You will receive an itemized receipt. Submit any required paperwork to reduce the chance of claim denial.
If you need any specific documentation to support your claim, reach out to cs@yoursole.com.
If you're not used to having arch support under your feet you may take some time to adjust to the sensation of support. This can cause some discomfort to begin with, especially if you have lower arches or flat feet. We suggest wearing your insoles for a few hours a day to begin with, to adjust to the sensation of support, and to give your footbeds time to mold to your feet. If you experience significant discomfort or pain, you should heat mold your footbeds in an oven to speed up the adjustment process. You can repeat the heat molding process up to five times to get your footbeds feeling great as quickly as possible.
A soft insole is often much worse than a supportive one. A cushioned footbed is great as long as it also has proper structural support to help reduce strain in your feet and promote proper alignment. A pure soft foam insole may feel good to begin with, but it will do nothing to actually care for your feet.
The only difference between our Active and Performance footbeds is the material used to construct the base of the footbed. The Active line is made with EVA plastic. The Performance line is made using recycled natural cork.
Active: EVA is an incredibly durable and resilient material that can withstand high-intensity use and retains its shape over a long period of time.
If you’re looking for one pair of footbeds that you plan to swap between different shoes regularly, we recommend an Active footbed. If your footbeds are likely to get soaking wet, we also recommend Active footbeds.
Performance: Cork is environmentally sustainable, naturally shock-absorbing, insulating and moisture-wicking and molds quickly to your unique foot shape.
If you struggle with cold feet on winter days, or you have a preference for natural, sustainable materials, we recommend a Performance footbed.
No. Most shoes will have removable factory insole which you should take out before adding your SOLE footbed. If your shoe's factory insole is glued in you have two options: ripping it out despite the glue, which is usually perfectly fine, or using a Thin SOLE footbed on top of the factory insole.
If you start to experience foot pain or fatigue again, there's a chance your footbeds are worn out. If you have worn the same pair so long that the topsheet has worn through to the cushioning you could also do with replacing your footbeds and getting a new pair.
The lifespan of our footbeds varies from person to person based on a range of factors, like how heavily you wear them and how sensitive your feet are to subtle changes in support. Some customers will happily wear the same pair of footbeds for years on end, while others might replace them every six months.
Order an insole that is one half size larger than your shoe size. For example, if you wear a Women's 8.5 shoe, order a Women's 9 footbed. Then trim the forefoot of your footbed down to size. Line up the heels of the factory-supplied insole with your new SOLE Footbeds, and using the insole from your shoe as a guide, trace the toe area. Then use scissors to trim the footbeds. Watch our guide to trimming your footbeds:
PLEASE NOTE: Only trim the toe end and take care not to cut them too short!
We recommend you try a pair of our Wide Footbeds which are specifically designed to fit seamlessly into wide and natural splay footwear. Order your Wide footbed in your usual shoe size. Our Wide footbeds include all the same essential elements of the SOLE signature supportive shape, with a wider forefoot area to avoid your toes rubbing against the edge of the footbed in your wide shoes.
Yes you can. To make sure you do not cut them too short, line up the heel of the factory-supplied insole with your new SOLE Footbeds, and using the insole from your shoe as a guide, trace the toe area. Then use scissors to trim the footbeds. Watch our guide to trimming your footbeds:
PLEASE NOTE: Only trim the toe end and take care not to cut them too short!
To clean your footbeds, we advise that you remove the footbeds from your footwear, and wipe them with a damp cloth and a mild detergent, and allow them to air dry. If your footbeds get wet during use, remove them from your footwear and allow them to air dry.
PLEASE NOTE: Because of the temperature-sensitive nature of our footbeds, please do not leave them in high-heat conditions for extended periods, like inside a vehicle on a hot day, or in any kind of direct sunlight.
Some shoes cause squeaking if there is a foam or rubbery material that rubs against the bottom of SOLE footbeds made with recycled cork. Customers have had success using solutions like baby powder or anything that creates a barrier between the shoe and the bottom of the insole.
Our footbeds are designed with love and care in Vancouver, Canada, and manufactured in South Korea.
The demand for this specific combination of features is too low to justify a production run that meets factory minimums.
No. You can place the footbeds in your footwear without heating them and they will adjust to your feet over time, usually a few days. Heating the footbeds first simply speeds up the customization process.
Yes. You can re-mold your footbeds up to 5 times without affecting the quality. See our footbed fitting instructions.
Yes. If you put SOLE in the oven while it is preheating, they will likely overheat and possibly melt. Make sure that the insoles are in the oven for 2-3 minutes maximum. By closely monitoring the amount of time the insoles are in the oven you will ensure they are sufficiently heated for molding, without getting overheated. See our footbed fitting instructions.
The Opti-Therm Indicator is not crucial to the molding process. Preheat your oven to 200°F and place the insoles in the oven on the centre rack. Make sure that the insoles stay in the oven for no less than 2 minutes, and no longer than 3 minutes. By closely monitoring the amount of time the insoles are in the oven you will ensure they are sufficiently heated for molding, without getting overheated. See our footbed fitting instructions.
Absolutely not! If you try to use a microwave the insoles will be ruined. The reason for this is that a microwave does not heat evenly. If you do not have access to a conventional oven, place the insoles in your footwear without heating them. They will adapt to your feet over time, usually just a few days. See our footbed fitting instructions.
It is up to your personal preference whether you wear socks during the molding process or not. We recommend replicating the combination of foot, sock, and footwear that you plan to use the insoles with. If you normally wear socks with this footwear, then wear socks during the molding process; if you do not normally wear socks, then avoid wearing socks while molding. See our footbed fitting instructions.
No. If the insole curls up in the oven, it usually means that they have been overheated, and have lost their supportive shape. If it has been less than 90 days from the date of purchase, we will replace them free of charge. If you purchased the insoles on yoursole.com, or directly over the phone, please call customer service for an exchange. If you purchased them at a retail store or from your foot health professional's office, please contact them for a replacement.
Try wearing the footbeds without molding them to see if that works for you. By not heating up the insoles, the arch area retains maximum rigidity, offering additional support. If you decide you would prefer to mold the insole, you can still do so by following the heat molding instructions.
SOLE Custom Footbeds mold to your unique feet, but retain their orthopedic shape, so there may not appear to be a dramatic difference. How different they look after molding depends on the unique combination of your feet and footwear.
To clean your SOLE footwear, we recommend a mild soap (non-bleach laundry detergent or shampoo work well) and cold water. To remove stubborn dirt, use a stiff brush or soft cloth. Do not machine wash or dry. If additional weatherproofing is needed for SOLE water-resistant footwear, a silicone-based water-proofing agent is recommended. Because of the temperature-sensitive nature of our footwear, we recommend you do not leave them in high-heat conditions for extended periods, or in any kind of direct sunlight.
For SOLE footwear made with Merino wool: wool is naturally moisture-wicking and odor-resistant. Brush away dirt or residues with a soft brush or cloth. Spot clean marks with a cloth, lukewarm water and mild detergent if needed. Air dry.
For SOLE footwear made with leather, we recommend applying a quality leather conditioner before wearing them to ensure they are protected from the beginning, this will also save time on future cleanings. If you live in a particularly wet climate you may also want to consider using a silicon based water-proofing spray to help protect the leather from moisture damage.
Our footwear is designed with love and care in Vancouver, Canada, and manufactured in South Korea.
No. Leaving either recycled cork or Bloom foam sandals in direct sunlight for extended periods can cause long-term damage.
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When your order ships you will receive a shipping confirmation email that will have the tracking number for your order inside. You can also log in to your SOLE Loyalty account, and view the status of your order in the Orders section of your account.
Ground shipping is free for full-priced footbeds and footwear when you log in. Free shipping cannot be combined with any other discount or promotional offer.
On orders that do not qualify for free shipping, Ground and Express shipping options are available.
Rates are determined by carriers based on your shipping address (rates shown at checkout).
International orders never qualify for free shipping.
Ground shipping is free for full-priced footbeds and footwear when you log in. Free shipping cannot be combined with any other discount or promotional offer.
Free shipping only applies to Ground shipping via UPS/Canada Post.
International orders do not qualify for free shipping.
We ship to locations throughout the United States and Canada from our warehouses in Salt Lake City, UT and Calgary, AB.
International orders ship from our Canada store. Orders shipped outside of the US or CA are charged in CAD and are final sale. The order will ship via regular postal service. Free shipping does not apply. Shipping charges, as well as any duties and taxes are your responsibility.
International shipping is available for: Aruba, Australia, Austria, Belgium, Bermuda, Brazil, Chile, China, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Ireland, Italy, Japan, Kuwait, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Pakistan, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Republic of Moldova, Reunion, Saudi Arabia, Serbia, Singapore, Slovak Republic, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, Uruguay
Ground shipping is free for full-priced footbeds and footwear when you log in. Free shipping cannot be combined with any other discount or promotional offer.
On orders that do not qualify for free shipping, Ground Shipping is a flat rate of $9.95. Express Shipping is determined by carrier rates for shipping to your address.
International orders do not qualify for free shipping.
Ground shipping is free for full-priced footbeds and footwear when you log in. Free shipping cannot be combined with any other discount or promotional offer.
International orders do not qualify for free shipping.
We offer Ground and Express shipping options. Ground service may ship via USPS, UPS, or FedEx and typically takes 2-8 business days for delivery. Express service may ship via USPS Express, UPS 2nd Day, or FedEx 2-Day and is guaranteed by the carrier to arrive in 2-3 business days.
We ship to locations throughout the United States and Canada from our warehouses in Salt Lake City, UT and Calgary, AB.
International orders ship from our Canada store. Orders shipped outside of the US or CA are charged in CAD and are final sale. The order will ship via regular postal service. Free shipping does not apply. Shipping charges, as well as any duties and taxes are your responsibility.
International shipping is available for: Aruba, Australia, Austria, Belgium, Bermuda, Brazil, Chile, China, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Ireland, Italy, Japan, Kuwait, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Pakistan, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Republic of Moldova, Reunion, Saudi Arabia, Serbia, Singapore, Slovak Republic, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, Uruguay
You can view your order status in the Orders section of your SOLE Loyalty Account.
You can view your order history in the Orders section of SOLE Loyalty Account.
Sales tax is determined automatically depending on your region. If you have questions about your bill, please call customer service.
Your card is not charged until your order ships from our warehouse. However, you may notice a credit card authorization notice at the time you place your order.
There may have been a problem processing your credit card, or another complication. The confirmation could also be in your spam folder. Please check your spam folder, and if you still don't see your confirmation contact customer service and we will be glad to help resolve any issues.
Please contact customer service to cancel your order.
Visa, Mastercard, American Express, and Discover. Sorry, we do not accept Paypal.
Depending on which region you are shopping from, we use different currencies. Our American region uses United States Dollars (USD). Our Canadian and international region uses Canadian Dollars (CAD).
No, but you can add the item to your favourites list in Your SOLE Account. Once you've signed in, click on the heart next to the item to add it. Once it is back in stock we will notify you via email.
Within two weeks of the purchase date we offer price protection, refunding the difference between the price you paid and the price now available. This does not apply to final sale items.
Yes, you can. Please call customer service to place your order.
Sorry, we do not accept orders sent via regular mail.
Yes, we do! You can purchase a Giftcard.
All SOLE clearance products are final sale. No refunds or exchanges on products marked clearance or final sale.
Yes! Our footbeds are covered by our 90 Day Footbed Guarantee. If, at any time in the first 90 days after your purchase, you decide to return or exchange your footbeds, you will be covered by our guarantee! Our top priority is helping you find an insole that works for you. That means giving your footbeds a proper try in your footwear, which often involves trimming and/or heat molding your footbeds.
Yes! The 90 Day Footbed Guarantee covers you for 90 days after the date of your purchase. If, at any time in the first 90 days after your purchase, you decide to return or exchange your footbeds, you will be covered by our guarantee!
For items purchased at a retail location, please bring the product and receipt back to the point of purchase within 90 days for replacement or refund.
For all product purchased directly from yoursole.com please contact customer service. Our customer service team will issue you a Return Authorization (RA) number. Package up your item and clearly label it with your RA number.
Orders placed with gift cards or reservation codes are eligible for exchange or store credit.
We unfortunately do not process refunds or exchanges for products purchased on Amazon or other 3rd party online retailers.
Footwear that isn't visibly worn can be returned within 30 days of purchase. Our 30 day return policy gives you time to test the fit, look and feel of the footwear. Please test lightly, indoors.
Accepted returns may be made for a refund or exchange. All returns must be marked with a valid Return Authorization (RA) number. To arrange for an RA number, please contact customer service.
If you purchased your SOLE footwear at a retail location, please contact them directly for more information on their return policy.
Orders placed with gift cards or reservation codes are eligible for exchange or store credit.
If your order is cancelled before it is shipped, no refund is required because your credit card had not yet been charged. For orders that do require a refund, the full amount will be credited back to your card, excluding shipping. Please allow up to 10 days for the refund to show up.
Orders placed with gift cards or reservation codes are eligible for exchange or store credit.
We unfortunately do not process refunds for products purchased on Amazon or other 3rd party online retailers.
For items purchased at a retail location, please bring the product and receipt back to the point of purchase within 90 days for replacement or refund.
For all product purchased directly from yoursole.com please contact customer service.
Our customer service team will issue you a Return Authorization (RA) number. Package up your item and clearly label it with your RA number. We are not responsible for items before we receive them, so you might want to ship your return via registered or insured mail.
We unfortunately do not process exchanges for products purchased on Amazon or other 3rd party online retailers.
If you believe that your product has a factory defect please contact customer service. We are unable to perform repairs, but we will do our best to replace the defective item with currently stocked product.
Products suffering from excessive wear and tear, incorrect care, or that have simply worn out from extended use are not covered by our guarantee.
You can view the status of your return in the Orders section of your SOLE account.
If you purchased your item from a retail store, you should be able to exchange it there. If it was purchased from yoursole.com, you cannot exchange it at a store.
All International orders are final sale and do not qualify for refunds or exchanges.
For gifts purchased between November 1 and December 24, we are pleased to extend our normal 90 Day Footbed Guarantee to March 31, and our footwear return policy to January 31. Other terms and conditions of the policies will apply. Footwear must be returned in unworn condition to qualify.
The option to pay later allows you to purchase products with payment instalments. The product ships straight away, and you pay gradually over the period you select.
Select Pay Later as your payment method on the 'Payment' page during checkout to see available options for pricing and payments.
Please note: Pay Later is only available on orders over $50.
Using a Pay Later option has no effect on your ability to return or exchange your product. Contact our Customer Services team at cs@yoursole.com to organize a return or exchange.
Please refer to the relevant service provider's FAQ for specifics on how your payment will being handled:
Pay Later is only available on orders with a total value of over $50 (taxes and shipping included).
Your mailing list signup voucher can be used on any in-stock SOLE products, excluding final sale items. It can not be used toward SOLE gift cards or Made for You items. Your voucher can be used only once per user/household. We reserve the right to cancel this promotion at any time. Your voucher cannot be retroactively applied to past orders and cannot be combined with SOLE Wallet balance or any other offer.
SOLE Wallet credit automatically applies to any eligible product in your cart when you are logged in.
SOLE Wallet credit can be used toward most currently in-stock product on yoursole.com, excluding final sale items. SOLE Wallet credit cannot be used toward gift cards. Some limited-time promotions exclude the use of SOLE Wallet credit in combination.
SOLE Loyalty members receive VIP discounts in the form of limited-time SOLE Loyalty credits. SOLE Loyalty members are notified via email when these credits are added to their account. These credits apply to a specific product(s) as stipulated by the email communication. These credits automatically apply when you are logged in and applicable products are added to your cart. SOLE Loyalty credits are separate from your SOLE Wallet balance, but can be used in combination with your SOLE Wallet balance. SOLE Loyalty credits cannot be used in combination with free shipping on full-priced and footwear or other promotional offers.
Visits to our website are logged. These logs of information are used to better understand how people use our site. This analysis is done using the Google Analytics service. We may also make use of Google's advertising features in order to provide you with a more customized experience on our website. These features include: Remarketing with Google Analytics, Google Display Network Impression Reporting, DoubleClick Platform integrations, and Google Analytics Demographics and Interest Reporting. To learn more about the Google Analytics privacy policy including ways to opt out, please visit: www.google.com/intl/en/analytics/learn/privacy.html
We keep a record of your e-mail address when you sign up for our e-mail list. You can opt-out of this list at any time after signing up for it, and then your e-mail address is removed from our records.
If you create a Loyalty Account, or are a customer who has placed an order at our web site, we store your shipping and billing addresses, name, email, and phone number.
Yes. When you visit our websites, we may record your IP address (to direct you to the correct web store for your country), browser type (to optimize your web viewing), your web request (for optimizing your experience with the most relevant information), as well as the time of your interaction with our website.
Yes, we store a record of your communications with us in our customer database. That way we can respond to your requests, attend to your inquiries and provide better service. We may use your e-mail address to communicate with you.
We do not control sites we link to that are outside of the SOLE and ReCORK groups. This Privacy Policy only applies to SOLE websites. The sites to which we link, or that contain links to yoursole.com, may solicit information from you, collect your data or place cookies on your computer. We strive to only link to reputable companies that we trust.
Sometimes, yes. We reserve the right to reproduce in marketing contexts any testimonials, survey responses, comments on SOLE social media content, or social media content directed at, tagging or mentioning SOLE.
We do not allow any unauthorized use, access, alteration or disclosure of information and we take appropriate measures to protect against this. Our encryption and security measures are reviewed quarterly by Security Metrics to make sure they are sufficiently robust. Personal information is processed on our servers in Canada.
Yes, you can access your information in the Your Information section of SOLE Loyalty Account.
Text messages will only be sent regarding updates to your order. We will never ask for payment details or personal information via text. You can opt out of this at any time by going to your account.
136,715,845
corks collected
8,097
cork trees planted