FAQ

HOW SAFE IS IT TO BUY ONLINE?

Very. All our online payments are processed by Secure Trading.

This is the latest secure server technology to ensure this information is protected to the highest standards.

We use encryption to safeguard your credit card information and only accept orders from web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. Most web browsers above version three support this security.

WHAT IS OUR PRIVACY POLICY?

We know how much you value your private information. That's why we want to keep a tight hold of them. We promise never to share or sell any of your personal information to anyone, even if they offer us money. The only information we require is that which is necessary to process your order. Everything else is voluntary.

HOW CAN I PAY?

You can pay online using any of the credit and debit cards shown at the bottom of the page. We do not accept payments by phone or post.

DO PRICES INCLUDE VAT?

Yes. All prices shown include Vat @ 17.5%.

WHICH CURRENCY DO YOU ACCEPT?
SoleHeaven only accepts Pounds Stering (GBP).

DO YOU SHIP WORLDWIDE?

YES

HOW LONG DOES DELIVERY TAKE?

Please Note: We must be notified of non arrival of your goods no later than 25 days from date of dispatch.

SHIPPING COST (per item)

If you are making a muliple item order, please contact customerservice@soleheaven.com regarding the shipping costs.

HOW WILL I KNOW YOU'VE RECEIVED MY ORDER?

We'll send you a confirmation email

CUSTOMER SERVICES

Please contact us via E-mail at this address:

customerservice@soleheaven.com

SHIPPING INFORMATION

Extremely Important, Please read.

We will only ship to the card Billing address or customers Work address.

If you want your order shipped to a work address, we need the company name and land line telephone number for that address entered into the 'Delivery Address' text box, when paying for your shoes. Failing to do so, will cause a delay in your goods being dispatched.

To speed up your order, please enter the Land line telephone number for your billing address.

For high value orders we may delay processing and request ID verification through email.

We are not responsible for delivery delays due to weather, insufficient address info, holidays, or carrier complications.

Please add 48-72 hours for processing time and could take up to another 48 hours if we need to contact your bank for verification.
International orders will be marked as gift.

We will not be responsible for any customs fees that each individual country charges.
Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.
Please note international shipments may be subject to cross-border inspections by customs authorities.

We will charge the full shipping price for all international returns and exchanges.

For packages that are unclaimed or returned due to incomplete address, the actual shipping charge will be deducted from the refund.

Deliveries

Goods will not be dispatched until full payment has been received.

Sizes

All sizes quoted on the site are UK sizes

If you have any questions regarding sizes, Please see the sizing chart or e-mail customerservice@soleheaven.com

Exchanges

All returns & exchanges must be requested within 7 days of the date the package was delivered.

Please submit your return request and reasons by email to dale@soleheaven.com. We will happily exchange any product(s) that are faulty, the wrong size, or generally dissatisfied with the product.
The Item must be returned with original packaging with no damage, swing tickets and any enclosed documentation. Exchanges will not be available if the product has been worn, or has signs that the product has been tampered with.(No Exceptions)

Buyer pays for shipping back to SoleHeaven.com in the brand new and original condition Exchanges sent back to SoleHeaven.com must be post marked within 14 days from when your request has been approved. Due to the limited nature of the products that we sell, it may not be possible to exchange faulty or incorrect sized shoes for the same model although we will try to do so. In case your desired shoe is no longer available, a full refund will be issued.

Return Address;
SoleHeaven
PO Box 719
North Shields
NE29 1DN

Refunds

If goods are returned and no replacement is required, a full refund will be issued.

SoleHeaven.com does not accept responsibility for loss or damaged to returned goods whilst in return transit. Refunds will not be available if the product has been worn, or has signs that the product has been tampered with. No Exceptions.
Buyer pays for secure shipping back to SoleHeaven.com in original condition & packaging. (Tags, Laces etc..)

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THE ITEM IS YOUR RESPONSIBILITY UNTIL REACHES US. FOR YOU OWN PROTECTION WE RECOMMEND THAT YOU SEND THE PARCEL USING A DELIVERY SERVICE THAT INSURES YOU FOR THE VALUE OF THE GOODS AND REQUIRES A SIGNATURE AS PROOF OF DELIVERY. NOTE: WHEN TRYING ON ITEMS, PLEASE ENSURE THAT YOU ARE NOT WEARING ANY FRAGRANCES OR DEODORANT WHICH MAY LEAVE SCENT/MARKS ON THE ITEM. WE WILL BE UNABLE TO ACCEPT THE RETURN OF ANY ITEM WHERE THERE IS EVIDENCE THAT THESE INSTRUCTIONS HAVE NOT BEEN FOLLOWED. NO EXCEPTIONS. THE ITEM MUST BE RETURNED WITH ORIGINAL PACKAGING, SWING TICKETS AND ANY ENCLOSED DOCUMENTATION.

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TERMS & CONDITIONS

Your contract for purchases made through SoleHeaven.com and you undertake that all goods ordered by you are for your own private and domestic use only and are not for resale.

You warrant that all details you provide to SoleHeaven.com for the purpose of ordering or purchasing goods are true, accurate, current and complete in all respects; and that the credit or debit card you are using is your own and that there are sufficient funds in your account to cover payment of the product(s) ordered.

During the registration process, you must choose a username and password. You are responsible for all actions taken under that username and password and must only purchase from SoleHeaven.com under your own username and password. You must make every effort to keep your password safe and should not disclose it to anyone. If it is compromised, you must change it. You may not transfer or sell your username to anyone, nor permit, either directly or indirectly, anyone to use your username or password. If there are any changes to the details supplied by you it is your responsibility to inform SoleHeaven.com as soon as possible.

It is a crime to use a false name or a known invalid credit card to order. Anyone caught wilfully entering an erroneous or fictitious order will be prosecuted to the fullest extent of the law. SoleHeaven tracks the electronic 'fingerprints' of every order placed on SoleHeaven.com to enable us, and all legitimate crime prevention and prosecution authorities, to trace individual users engaging in criminal activities on our website.

SoleHeaven reserve the right to terminate our agreement with you and to suspend or terminate your access to the site immediately and without notice to you if:-

You fail to make payment to us when due
You breach any of our terms and conditions
when requested by us to do so, you fail to provide within a reasonable time frame, sufficient information to enable us to determine the accuracy and validity of any information supplied by you, or your identity
we suspect you have engaged, or are about to engage, or have way of being involved in fraudulent or illegal activity on SoleHeaven.com.
Cancellation is also possible when there has been a system malfunction or pricing calculation error.
If this happens a full refund will be issued.

All prices listed on SoleHeaven.com are correct at the time of entering the information, however, we reserve the right to change prices of any product at any time.

You must check all the details on this confirmation email are correct and contact us as soon as possible if any details are incorrect.

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