Howdy, friend. Need some help?
You're in the right place. Take a stroll through our FAQs. If you don't find what you're looking for, fill out our contact form at the bottom of the page, and we'll be in touch.
FAQs
Help! How can I get in contact with customer service?
We are happy to help and answer any questions you have. Either fill out the contact form at the bottom of this page, call us at (559) 733-4004, or email us directly at hello@oldsoleshop.com. We will respond to your message as soon as possible.
Can I change or cancel my order?
For non-custom merchandise we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
For all repair packages, once we receive your item in the mail, we will call to confirm your order and details. If you choose to not move forward with your order, we will send your item back with a refund minus the cost of return shipping.
For all custom creations, after details and plans are discussed and the full payment is processed. You will have 24 hours and or once work has been started to cancel the order (whichever comes first). If you cancel the order, we will issue a refund minus the $45 design and consultation fee.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our shop in Smyrna, Tennessee. We process orders within 1-3 business days from the order date during our regular Monday to Friday operating hours, and ship orders the day after they are processed.
Return times for repairs and customizations are subject to change and depend on current work load. We kindly ask for patience, as we do our best to guarantee nothing but the best quality work. All return dates are an estimate, and you will be notified when your order is on the way!
*Please note: We don't ship on weekends. All orders placed on weekends will processed the following week. Please allow extra time for your order to be processed during holidays and sale seasons.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund. At this time, this policy only applies to retail items.
Please note: we are not liable for any repairs or custom creations that are lost in the mail. Reach out to us if you have not received your order in the expected time frame, and we will provide as much information as possible.
How long will it take to finish my order?
For shoe repairs, our average processing time is 5-6 weeks. For custom items, the turnaround varies based on the item.
Shipping
Where do you ship?
We currently ship internationally!
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How can I track my order?
As soon as your order is shipped, we will send you a tracking number that will let you see the estimated delivery for your item(s).
Returns & Exchanges
How do I return an item?
Please contact us at hello@oldsoleshop.com to discuss a return.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.
If you haven't received a credit for your return yet, please contact your bank or credit card company. It may take some time before the refund is posted to your account.
What if the items I received are defective or damaged?
We are so sorry for the inconvenience! Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s), and all related order information in the message. We will do our very best to resolve the issue as soon as possible.