Customer Service

Customer Service

These terms and conditions set out the basis on which you can visit our website, order and buy goods through our online delivery service.

Please read through these terms and conditions carefully before using this website. We reserve the right to vary these terms and conditions from time to time. In respect of any ordered goods, the terms and conditions which apply shall be those which you accepted when placing the order. Please also read our Privacy Policy regarding your personal information.

If you have any questions or comments about this website, or want to ask us anything about our terms and conditions, please email us at [email protected], or by using the Contact Us link at the bottom of the page. Alternatively, LiveChat is available by clicking in the bottom left corner of the page.

Our acceptance of your offer to purchase our goods is subject to their availability. Our acknowledgement of order acceptance via the web or email is not a guarantee of delivery. If we are unable to deliver the goods which you have offered to purchase we will tell you as quickly as possible and a full refund will be given. We aim to process all enquiries and requests as quickly as possible but we reserve the right to restrict, refuse or cancel orders where necessary.

We accept the following methods of payment:


  • Mastercard
  • VISA
  • Amex

Your account will be debited on completion of your order at the checkout. All transactions are in GBP as specified at checkout and include VAT where applicable.


We make every effort to ensure that your order is carefully dispatched to you, and we hope that you’re happy with your purchase. However, if you have any cause for dissatisfaction with your goods you may return them.

We accept returns and exchanges as long as the product is in saleable condition - saleable condition means that shoes must not be scuffed, damaged or marked either on the sole or the upper; only wear shoes on a carpet (do not wear outside) when you are trying them. Return options are listed here.

Items should be in their original undamaged box/packaging and accompanied by a returns note.

If you experience any difficulties with returning goods please use our Contact Form

All of this is in addition to and does not affect your statutory rights.

All deliveries are subject to stock availability and authorisation of payment. Delivery timings and addresses are subject to courier restrictions. Please note that dispatch time estimates are not guaranteed and that dispatch times should not be relied upon as such. For full details please refer to our Delivery Details and Charges section.

We will notify you by e-mail to confirm receipt of your order, however our acceptance of your order will take place upon dispatch of the product(s) ordered and we will e-mail you again to confirm details.

We are committed to protecting your privacy and security of information given to us for the purposes of processing your order. For full details please refer to our Privacy & Security section.

We take every care to ensure information on this site is accurate; however some prices or details shown on the website may change from time to time and it is possible that errors will occur. We will endeavour to rectify any errors as swiftly as possible. Should an error occur you will be given the option of either (a) confirming your offer to purchase subject to the correct description or price or (b) retracting your offer and receiving a refund if the goods have been paid for.

All items displaying cross through pricing have been offered for sale in our stores or online at the original price shown. The original price is the highest price at which the item has been offered for sale.

From time to time we may feature competitions on our websites or social networking pages such as Facebook or Twitter. No purchase is necessary for entry into any of our competitions. Competitions are not open to Twinmar Tech Ltd’s employees or their families. Winners will be picked by the e-Commerce Director, whose decision is final. There is no cash alternative to the prizes offered. We reserve the right to cancel competitions and promotions at any time and without notice.

All rights, including copyright, in this website are owned by or licensed to Twinmar Tech Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission.

This website, any content contained herein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English Law. The parties to any such contact agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

This website contains links to other web sites, which are not operated by us. We have no control over such linked sites and the information contained in them.

If you have any queries about these terms and conditions, or any other aspect of our website please contact us by any of the methods detailed in the Contact Us section.

We have a zero-tolerance approach to abuse of our staff. We reserve the right to terminate communication and refuse any further communication from a customer if any abuse occurs.

SOLETRADER, SOLE, SOLETRADER OUTLET, and SOLED OUT are all registered names of Twinmar Tech Limited,  14 Maxted Road, Hemel Hempstead, Hertfordshire HP2 7DX. Registered in England No. 01555756. VAT No. 322250996.


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