FREQUENTLY ASKED QUESTIONS

Find answers to your questions faster by browsing our frequently asked questions below.

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What is my ideal shoe size?

Need help finding the right size? We're happy to help you get the right shoes for your feet.

First, get started here with our sizing charts.

Remember, our shoes fit 'big' deliberately – we call this ‘the rule of thumb’. Your toes need wiggle room! This is especially important for running. If you can fit your thumb in-between the end of your toe and the front of the shoe, you’ve more than likely found your ideal size.

If you are unsure, it's a good idea to book an Online or In-Store Fitting with us - just visit here to make your booking.

After some time with our shoes, your shoe size may need to increase, as your toes splay out more naturally.

I have a medical history of injury, can I still transition?

Yes, but it’s best for any transition to be gradual and supervised by a medical professional, especially if you’ve been using corrective footwear.

Why the barefoot shoes have different insoles?

Because our soles are designed with the true nature of your feet in mind, it’s only natural that we make a variety of soles to provide you (and your kids) the barefoot experience wherever you find yourself – from the trail, to the city or the office.

When will my order arrive?

All orders will be dispatched from our Melbourne warehouse, which operates between 9 am to 5 pm // Monday to Friday * Australian Eastern Standard Time. AEST

Your order will be processed and dispatched by our team during these hours.

Processing Time: 1 to 3 business days
Estimated Shipping Time: 7 to 10 business days

Please be aware that during peak times and sale periods, our handling times for standard delivery can increase to 5-7 business days and in rare occasions slightly longer due to the high volume of orders and AUS/NZ post work loads.

To track your order, upon dispatch you will receive a tracking number which looks like YXQ342547801000XXXXXXXXX , you can track your order's progress at Australia Post's tracking page.

Delivery times are subject to the destination postcode, courier service, time of acceptance and in the case of exchanges where upgrade payment is required we need a receipt of cleared payment emailed before dispatch.

In the event that we are unable to supply the product(s) in your order due to stock availability, one of our friendly team members will contact you as soon as possible to see if there is another product which would be suitable and in the case that we don't have a shoe(s) to your liking the unavailable item(s) will be cancelled and a refund processed. You will be notified of this via email.

Do you sell online gift vouchers?

Yes, we sure do! You can purchase your online gift voucher here.

Do you offer refunds or exchanges?

We hope you are happy with your purchase but if you are looking to return or exchange your shoes due to sizing or faulty reason, we offer a 100-day returns policy.

*Please read the following information carefully before proceeding.

WEBSITE ORDERS:

Orders that have been made on the Sole Mechanics website can only be returned via our online return request form.

IN-STORE ORDERS:

Orders made at a Sole Mechanics store MUST be returned to the store where the purchase was made.

RETURN CHECKLIST:

Sole Mechanics will accept product returns for an exchange or refund provided that all of the following conditions are met:

  • Unworn and unused with the original tags attached
  • In the original branded undamaged shoebox
  • Within 100 days of purchase
  • Purchase was made on this website

Please note we are unable to accept shoes returned with scratched or dirty soles. We advise that when you try on your new shoes for the first time you wear socks and test them out on the carpet (just in case!).

If you've met the conditions mentioned above, you may proceed to our online return request form.

OPTIONS:

1. EXCHANGE

We can exchange the returned item for a new item of lesser or greater value.

  • If the new item is of a lesser value the difference will be refunded to the original payment method.
  • If the new item is of a greater value details of how to pay the difference will be sent to you.
  • Returns purchased during promotional events will have the discount % carried over to the new item (price difference may still apply). 
  • Returns cannot be exchanged for pre-order products.

2. STORE CREDIT (GET 10% BONUS)

You can choose to receive a 110% Store Credit for your return which means that if the product you ordered cost $100, we will apply a credit of $110 to your online account for your next order.

  • 110% Store Credit is based on the product's total price paid (excluding shipping)
  • 110% Store Credit is issued as an eGift Card valid for use on our website only
  • Store Credit eGift Card is sent to the registered email address on the order credited
  • Store credit cannot be applied to shipping costs on a new order 
  • Store credit can't be used with any other discount codes 
  • An order made on store credit cannot have a second store credit applied to it. 
  • Store credit is only applicable to orders that have been fulfilled and returned 
  • There is no expiry date to using store credit 
  • Store credits are applied to the account registered with the order email address 
  • Store credit issued cannot be returned to the original payment method
  • New Zealand customers: please note that all transactions are completed in AUD

3. REFUND

Refunds will be handled as follows:

  • Will be issued using the same method as the original purchase
  • Credited to the same account your payment came from
  • Processed within 7 business days of receiving the return at our warehouse
  • During peak periods refunds may take 10 business days
  • Once processed, the time for funds to appear in your account will depend on your card issuer
  • International customs duties and sales taxes are not refunded for shipments outside Australia

RETURNS METHOD:

  • We offer one (1) FREE pre-paid Australia Post return label per order within Australia
  • Customers outside of Australia are required to pay the return postage
  • Return postage will be reimbursed up to the value of NZD$22 for each returned order on receipt of goods
  • Returns must include a valid proof of purchase of postage
  • Returned items within the same order should be packed together
  • If you decide at a later date to return additional items from the same order, you’ll need to cover the cost of return postage
  • Orders made online must be returned via the online return request form below
  • Orders made in-store must be returned to the store where the purchase was made

*IMPORTANT* We reserve the right to refuse the return of goods which are not sent in accordance with our returns policy and we may request that you pay for the shipping of such goods back to you. Our returns policy does not affect your statutory rights.

ONLINE REQUEST FORM

Do you have special terms and conditions for sale events?

Certainly! We've outlined the terms and conditions for our sale events below:

  • Prices are as marked on eligible items.
  • Promotional discounts are non-transferable and can only be used by the original purchaser.
  • No Rain-checks: Rain-checks are not available for items that have sold-out.
  • Sale discounts are not redeemable for cash and can only be used on a future purchase.
  • Exclusions: The sale discount does not apply to VivoHealth courses or Gift Vouchers.
  • Cannot be Combined: Discounts cannot be used in conjunction with any other discounts or promotional event.
  • Sale event prices are available for orders shipping to Australia and New Zealand only.
  • Pre and Post-Sale Purchases: Purchases made prior to the start of the sale event or after the sale event has ended are not eligible for retroactive discounts, refunds, or credits.

Can I rely on the images on the website as an accurate representation of the product's colour?

We do our best to ensure that our photos are as true to colour as possible. However, due to inconsistencies of various monitors, lighting sources, digital photography and dye lot variations, we cannot guarantee that the colour you see on your screen accurately portrays the true colour of the product. Screen images are intended as a guide only and should not be regarded as absolutely correct. 

How do I make changes to my order?

We understand that mistakes happen, however, once confirmed we cannot make any changes and your order will be automatically cancelled and refunded to your original payment method. 

Why have I received only part of my order?

When you are ordering multiple items, keep in mind that they might arrive in separate shipments. If you have pre-ordered something along with other items, the pre-ordered product will come within the timeframe mentioned on the product page.

EOFY Sale TERMS & CONDITIONS:

  • Prices as marked, non-transferable, no rainchecks, not redeemable for cash.
  • Discount valid on selected products except Gift Cards.
  • Cannot be used in conjunction with any other discount.
  • Only available for orders shipping to Australia & New Zealand.
  • All purchases made prior to the sale will not have the discount applied, refunded or credited.
  • Sale ends Monday 1st July @11:59PM AEST 2024.


PRE-ORDER TERMS & CONDITIONS:

  • Estimated dispatch date for pre-orders is stated on our product title, and is subject to change pending arrival of stock.
  • Some sizes are in stock and will be shipped immediately.
  • If there is a delay to the arrival of your reserved item, we will notify you by email.
  • Pre-order items are only available while stock lasts - no rainchecks.
  • Pre-order items will be charged in full as soon as the order is placed.
  • Multiple items in one order may be split across multiple deliveries.


Website Order Enquiries

The online support team are unable to assist with any queries regarding in-store orders. Please contact our store directly, if you have made your purchase in-store.

If you haven't received a response within the expected timeframe, please don't fret or send another request. Our team is busier than normal & we can assure you that they are working as hard as they can to respond to your initial request as soon as they are able to.

Online Support Contact Information:

Call: +61 3 8797 2064

Email: hello@solemechanics.com.au

Our team are based in Australia and are available from 8am - 4:30pm, Monday to Friday. (Australian Eastern Standard Time, excluding Australian public holidays). If you are unable to get through on our phone line, please send us an email and our friendly customer service team will be with you as soon as possible.

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