CUSTOMER SERVICES
FAQ
 
HOW DO I MAKE A PURCHASE
 
Shopping at London Sole is easy:

If you know what you are looking for, use the BALLET FLATS and SHOES andlinks. You can also shop by typing in the STYLE name into the SEARCH box.

Once you have found an item, select your size and click on the 'ADD TO SHOPPING BAG' button underneath each item.

Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page. You can use the 'REMOVE FROM BASKET' link to delete items from your shopping bag.

Click on 'PROCEED TO PURCHASE' to complete your order.
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
 
If you register with us you'll be able to enjoy the following benefits through your London Sole account:

Track your orders and review past purchases

Build a customized Wish List that you can email to friends and family. Plus, you can also print your shopping lists and take them wherever you go!

Add sold out items to your Wish List so you can see if more stock arrives

Save your address details so you can shop even quicker next time

Manage your account details, address book and email preferences

To create an account, simply click on 'Sign in' and then 'Register now' to fill in your details.
WHICH SIZE SHOULD I CHOOSE?
 
Our shoes are all hand-made to the highest standards – this can mean a slight discrepancy in sizes between styles.

As sizes can vary our best advice to you is to check the SIZE GUIDE for each style that you are looking to buy. This is only a guide. Where a ballet flat runs small or large to size, this will be identified within the ‘size & fit’ tab on every product page.

In addition, our customer care team can answer all your questions on sizing and fit − simply email [email protected] for further advice.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
 
All items are in stock unless the size displayed is greyed out. Please be aware that even if an item is in your shopping bag, another customer can still buy it until you have completed your order.
WHAT PAYMENT METHODS DOES LONDON SOLE ACCEPT?
 
We accept Visa, MasterCard, American Express, Delta, Electron, Switch and Solo credit and debit cards.

Please note that we do not accept any other methods of payment apart from those listed above.
IS IT SAFE TO USE MY CREDIT CARD ONLINE AT LONDON SOLE?
 
At LONDON SOLE, your personal online security is important to us. All orders are processed through a secure checkout system provided by SagePay. Additionally, for your safety and protection; we will confirm that the billing address you provide matches the address on file with your credit card company.

In addition to the above security measures, we do not store your Credit Card details online. All payment transactions are carried out using the secured payment gateway used by the credit or debit card company used for payment.

For additional security, we have introduced MasterCard® SecureCode? This service enhances your existing Maestro card against unauthorised use by prompting you for a private password every time you make a purchase with us. To use this service, you must first register with the bank or other organisation that issued your card. To find out more, click here to visit the MasterCard® SecureCode? website.

If you prefer, you may place your order by telephone with our Customer Service team − [email protected]
HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?
 
For information on delivery and shipping charges to your destination, view our shipping options.
DO I NEED TO SIGN FOR MY ORDER?
 
Due to the high value of our ballet flats, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

Should UPS be unable to deliver your parcel, a card with details of re-delivery or local pick up are will be given.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?
 
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times
CAN I ADD ITEMS TO AN EXISTING ORDER?
 
Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order, which contains all the items you require.
HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?
 
After you place your order, you will be sent an email confirming that it has been received.

Your card will only be debited once your items are ready to be despatched. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.
CAN I TRACK MY ORDER?
 
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.
WHERE IS MY ORDER?
 
We aim to dispatch all orders within 24 hours Monday-Friday. Please be aware that during busy periods, such as Christmas and Sale time, dispatch times may take a little longer. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, LONDON SOLE is not responsible for any delays caused by destination customs clearance processes.

Once your order has been shipped, you will receive email confirmation of your shipping details. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status. If you are not registered, why not sign up now so you can track future orders?
HOW DO I RETURN OR EXCHANGE AN ITEM?
  
If you wish to return an item purchased online at www.londonsole.com, please follow these steps on our Shipping page.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
 
Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at LONDON SOLE we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that LONDON SOLE may use your contact details to inform you of the latest arrivals from your favourite style and fabulous new services via email. If you would prefer not to receive these updates, please follow the steps to unsubscribe. Click here to read our Privacy Policy in full.
WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?
 
A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.

Registered customers who have cookies enabled will be automatically recognized when they visit LONDON SOLE − your name will appear in a welcome message at the top left hand corner of the website. You will be able to access your Wish List and then add or move items, register interest for pieces not yet in stock or request item updates without signing in to your account.
HOW DO I BUY A GIFT CARD?
 
You can buy a LONDON SOLE gift card in US dollars. Simply follow the instructions given:

Choose how much you would like to give
Type in the recipient's name
Add a personal message
You can amend your gift card details and message when the item is in your shopping bag
Type in the recipient's delivery address (or your address if you would like to give it to them yourself)
Delivered in LONDON SOLE signature packaging

For further assistance please email [email protected] or call 310 255 0937.
CAN I CHOOSE THE AMOUNT I WOULD LIKE TO GIVE?
 
There are fixed denominations for gift cards. However, you can purchase multiple gift cards to achieve your desired amount. The denominations are as follows:

$50
$100
$150
$200
$250
$300
$350
$400
$450
$500

HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?
 
For information on delivery and shipping charges to your destination, view our shipping options.
IS THERE A LIMIT ON HOW MANY GIFT CARDS I CAN BUY?
 
You can purchase multiple gift cards. If you are sending them to the same address, simply change the recipient's details where applicable and keep adding to your shopping bag.
I WOULD LIKE TO ORDER MULTIPLE GIFT CARDS. CAN I SHIP THEM TO DIFFERENT ADDRESSES?
 
Yes. However, you will need to repeat the purchasing process and pay shipping charges for each address a gift card is sent to.
HOW DO I REDEEM A GIFT CARD?
 
Please contact our customer service team who will be happy to assist you on [email protected] 310 255 0937

Please have details of your gift card with you when speaking to a member of the team, as this will be required when placing your order.

Do gift cards expire?

Gift cards do not expire.
CAN I RETURN A GIFT CARD?
 
Gift cards are non transferable and may not be returned or redeemed for cash.

Can I use my gift card to pay for shipping, delivery and/or taxes?

You can use your gift card to cover all purchasing costs.