Help and FAQ
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.
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.
In most cases, yes. 'Footbed' and 'insole' are often used interchangeably. In a small minority of instances you may also hear or see us referring to the 'footbed' of a sandal. This is not a removable insole, but the 'bed' of the sandal where your feet sit.
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.
If possible, yes. Leaving them in may interfere with the effectiveness of your new SOLE Custom Footbeds. If the factory insoles are not removable you can still use SOLE Custom Footbeds, but you may need to use a Thin model.
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.
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! Fraying of the Thinsulate layer may occur when trimming insulated Footbeds (Insulated Ultra, Insulated Response, Signature CD Thin). Some fraying is expected and will not affect the function or integrity of the product.
We recommend you try a pair of our Wide Footbeds which are specifically designed to fit seamlessly into wide and natural splay footwear, and come in a range of thicknesses with different levels of cushioning. 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! Fraying of the Thinsulate layer may occur when trimming insulated Footbeds (Insulated Ultra, Insulated Response, Signature CD Thin). Some fraying is expected and will not affect the function or integrity of the product.
Under normal use conditions, SOLE footbeds should last at least as long as the footwear you are putting them in. Most users find that their footbeds outlast multiple pairs of shoes before they need replacing.
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.
Our footbeds are designed with love and care in Vancouver, Canada, and manufactured in South Korea.
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 20% post-industrial recycled EVA. The Performance line is made using recycled cork, including wine corks collected and recycled by our own initiative, ReCORK.
EVA is an incredibly durable and resilient material that can withstand high-intesity use and retains its shape over a long period of time.
Cork is environmentally sustainable, naturally shock absorbing and moisture-wicking and molds quickly to your unique foot shape.
The demand for this specific combination of features is too low to justify a production run that meets factory minimums.
Our footbeds can be easily trimmed down from a full size to a half size smaller. We suggest rounding up to the nearest full size so you have more material to work with. Watch our guide to trimming your footbeds:
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.
The build-in SOLE Custom Footbed will adapt to your unique feet after about one week of regular use.
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 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 China and 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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Ground shipping is free for full-priced footbeds and footwear when you log in, for shipping charges up to $30. Free shipping cannot be combined with any other discount or promotional offer.
Ground Shipping is a flat rate of $9.95 Express Shipping is based on rates from the carrier for your ship to address.
International orders do not qualify for free shipping.
Ground shipping is free for full-priced footbeds and footwear when you log in, for shipping charges up to $30. Free shipping cannot be combined with any other discount or promotional offer.
Free shipping only applies to Ground shipping.
International orders do not qualify for free shipping.
Yes, you can! View the status of your order in the Your Orders section of Your Account.
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: United Arab Emirates, Australia, Costa Rica, Cyprus, Czech Republic, Croatia, Denmark, Estonia, Finland, Faroe Islands, France, Germany, Austria, Guadeloupe, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, India, Italy, Aruba, Japan, South Korea, Kuwait, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Republic of Moldova, Macedonia, Belgium, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Peru, Philippines, Pakistan, Poland, Bermuda, Puerto Rico, Portugal, Qatar, Reunion, Saudi Arabia, Serbia, Singapore, Spain, Sweden, Slovak Republic, Brazil, Switzerland, Thailand, Turkey, Taiwan, Ukraine, Uruguay, United Kingdom, South Africa, Chile, China, Colombia
We offer Ground and Express shipping options. Ground service may ship via Post, UPS, or FedEx and typically takes 2-8 business days for delivery. Express service may ship via Express post, UPS 2nd Day, or FedEx 2-Day and is guaranteed by the carrier to arrive in 2-3 business days.
You can view your order status in the Your Orders section of Your SOLE Account.
You can view your order history in the Your Orders section of Your SOLE Account.
Your order number is listed in the Your Orders section of Your SOLE Account.
Sales tax is determined automatically depending on your region. If you have questions about your bill, please call customer service.
Your order might have been declined due to insufficent funds on your credit card, or an error processing your payment. If you are having trouble completing your order, please contact 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, you can. During checkout click on the THIS ITEM IS A GIFT button. You can ship to a different address and we'll make sure no pricing information is visible to the recipient. Sorry, but we don't offer gift wrapping service.
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 is designed to allow you to try the insoles to make sure they're right for you. The only way to do that is by wearing them! 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!
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. We are not responsible for items before we receive them, so you might want to ship your return via registered or insured mail.
Orders placed with gift cards or reservation codes are eligible for exchange or store credit.
Returns of unworn footwear purchased on yoursole.com are accepted within 30 days of the date of purchase. All returns must be marked with a valid Return Authorization (RA) number. To arrange for an RA number, call or email SOLE 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 Your 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.
Yes, you can. This will not affect your return or exchange in any way. To make sure your item qualifies, please contact customer service.
Please note: Soles4Soles only collects footwear in the United States.
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.
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 Your SOLE 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, 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 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.
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.
Made for You is a preordering system that allows us to more accurately forecast demand on product, cutting down on waste and helping to fund the production of the products. It also offers a discount to the customers. We win, you win, the planet wins.
You order your product and pay the discounted Made for You Preorder rate. You receive a Made for You reservation code. We then make your product (production usually takes up to 3 months). When your product has been made and leaves the factory, we open a confirmation window for that shipment. We contact you to redeem your reservation code to confirm your order and give us your delivery details. Your product will take 4-6 weeks to get to our warehouse once it leaves the factory. As soon as it arrives we package it up and ship it straight out to you.
The Made for You program will help support a more sustainable production model that avoids deadstock and unnecessary waste. Because you're willing to wait, we'll give you your product at a discounted rate.
We collect your delivery details and calculate shipping and tax charges when you redeem your Made for You reservation code, once the product has left the factory. In most cases shipping is free, but if you choose expedited shipping, your card will be charged once the order is shipped from our warehouse.
Your product should take up to 3 months to manufacture barring any delays, a further 4-6 weeks to ship from our factory in South Korea to our warehouse, and regular shipping times of 3-7 business days from our warehouse to you.
When you place a Made for You Preorder, you will receive a unique Made for You reservation code by email upon completion of payment. Your reservation code is a code that you redeem at check out when we alert you that the confirmation window has opened and your order has left the factory. At the confirmation stage, we will ask you to reconfirm the specifics of your order and provide shipping details.
The confirmation window is open when product is on the way to our warehouse. At this point, you can redeem your Made for You reservation code, reconfirm your order and provide shipping details. Estimated delivery time from factory to our warehouse is 4-6 weeks.
No. Made for You Preorder applies to products that have not been made yet. Made for You Preorder helps us more accurately forecast for colors and sizes in our factory production order. Factory production of Made for You Preorders typically takes around 3 months. Because you're willing to wait, Made for You Preorder products are available at a discounted rate. The Public Preorder window applies to product that has already been made, and is on the way to our warehouse.
With the Made for You return policy, you reserve the right to change your mind! When the confirmation window opens for your product, you have the choice of confirming your order, using your Made for You reservation code as a credit to buy something else on our store, or adding it as a voucher to your SOLE Wallet to use at any time. Your Made for You reservation code will be valid for the full price of the product you buy, rather than the discounted rate you paid. For example, if you purchase a product valued at $100 for a discounted Made for You Preorder rate of $75, your reservation code will be valued at $100, the full value of the product. Made For You reservation codes are non-refundable.
Made For You reservation codes are non-refundable, but you reserve the right to change your mind! When the confirmation window opens for your product, you have the choice of confirming your order, using your reservation code as a voucher to buy something else on our store, or adding it as a voucher to your SOLE Wallet to use at any time. Your reservation code will be valid for the full price of the product you buy, rather than the discounted rate you paid. Products ordered with the Made for You reservation code fall under the yoursole.com return policy and are eligible for exchange or store credit.
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.
Gift cards, discount codes, SOLE Wallet credits and other promotional offers cannot be used toward Made for You preorders.
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 Made for You items or 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.
Reserve Preorder allows you to preorder product from our most recent or current production run. With Reserve Preorder you can be sure to claim your SOLE product before it's even arrived in our warehouse.
You order your product to secure it, and receive a reservation code immediately upon payment. When your product is nearing our warehouse we open a confirmation window for that shipment. We contact you to redeem your reservation code, confirm your order and give us your delivery details. As soon as your product arrives we package it up and ship it straight out to you.
The Reserve Preorder program allows you to get first dibs on SOLE products in high demand.
We collect your delivery details and calculate shipping charges when you redeem your reservation code in the confirmation window.
For the most accurate estimate of delivery time, please select the size you want and see the alert message below the Preorder Now button on the Reserve Preorder product page.
When you place a Reserve Preorder, you will receive a unique reservation code by email upon completion of payment. Your reservation code is a code that you redeem at check out when we alert you that the confirmation window has opened and your order is nearing our warehouse. At the confirmation stage, we will ask you to reconfirm the specifics of your order and provide shipping details. Be sure to keep your reservation code safe.
The confirmation window opens when product is nearing our warehouse. At this point, we contact you to can redeem your reservation code, reconfirm your order and provide shipping details.
No. Made for You Preorder applies to products that have not been made yet. Made for You Preorder helps us more accurately forecast for colors and sizes in our factory production order. Factory production of Made for You Preorders can typically take 3 months. The Reserve Preorder window applies to product that is currently in production, or has already been made and is on the way to our warehouse.
With the Reserve Preorder return policy, you reserve the right to change to your mind! When the confirmation window opens for your product, you have the choice of confirming your order, using your reservation code as a credit to buy something else on our store, or adding it as a voucher to your SOLE Wallet to use at any time. Your reservation code will be valid for the full price of the product you buy. All reservation codes are non-refundable.
Reserve Preorder reservation codes are non-refundable, but you reserve the right to change to your mind! When the confirmation window opens for your product, you have the choice of confirming your order, using your reservation code as a voucher to buy something else on our store, or adding it as a voucher to your SOLE Wallet to use at any time. Products ordered with the Reserve Preorder reservation code fall under the yoursole.com return policy and are eligible for exchange or store credit.
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.
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 Your SOLE 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 printed marketing materials, the web or email campaigns, any testimonials, survey responses, comments to SOLE Facebook postings, or tweets directed at 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 Your SOLE 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.