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FAQs

Q: How do I navigate around the online store?

A: Kindred Sole has developed a simple, easy to use search navigator to help you around the website. You can use our shoe categories, i.e.: Boots > Sheepskin Boots or simply use our search bar. 

If you click on a shoe you will see a more detailed product page. This will include the ability to zoom in on the product, as well as listing size availability, material and price.

Q: Sizing and shoe information

A: We want you, the customer to be confident and assured when you are choosing a pair of Kindred Sole shoes that you pick the right size first time. This is why Kindred Sole  offers its customers ways to measure your feet so that you can find the right shoe size for you.  Shoe Measuring Guide is the printable PDF downloadable shoe size chart to ensure that you are confident when measuring your feet and deciding on what shoe size you are. In addition to this we offer another Shoe Measuring Guide which is an easy to follow measuring guide where you can measure your feet and then translate the size of your feet into your shoe size. There is also a Shoe Size Conversion Chart to assist you in your sizing queries.  However if you are still unsure on your shoe size please email us at customerservices@kindredsole.com

Q: How do I pay?

A: For your convenience Kindred Sole offers two choices of payment methods. You can choose between SagePay the secure card payment system or PayPal. Kindred Sole accepts all major cards with the exception of AMEX. Kindred Sole does not hold any card information as these are processed through the two secure payment method companies.

Q: Problems Processing my order

A: Please ensure that you enter the correct 'Billing Address' in the 'Customer Address' area for the card you are using. The most common problems occur when customers fail to enter the full 'Billing Address'. Please also ensure that you enter the Card Holder Name correctly (as seen on the card) as this can also prevent an order processing. Any further issues please contact us at customerservices@kindredsole.com and we will be happy to help 

Q: MasterCard Secure Code and Verified by Visa

A: At payment stage after entering your address and card details and confirming, you may be asked for a Securecode. Securecodes are a new way of protecting your card from online shopping fraud. MasterCard (including Maestro) and Visa are offering this service; all you need to do is simply register with your card provider and create your own online securecode, much like a new ATM number. At payment stage you will be prompted for your Securecode - this code will not be shared by your card provider with anyone else. This extra security can give you even more confidence when shopping online.

Q: Delivery information UK (postage)

A: Here at Kindred Sole we understand the importance of getting what you want, when you want it. UK customers receive free next day delivery on all orders (placed before 2.30pm) via UK Mail or Royal Mail. You can choose a work delivery address or a relation if this is best as items will require a signature.

FREE Next Day Delivery: When a parcel is delivered to you, you will be asked to sign for it as proof of delivery. If you are not present at the address when the parcel arrives a card will be left stating how to get your parcel or to confirm it has been signed by your neighbour. Kindred Sole also offers you the option to have your shoes delivered to an alternative address, for example at your work address; all we ask is that someone is there to sign for the parcel and that our courier can access the address. If your order is placed after 2.30pm, it will arrive arrive the 2nd working day after your order was placed. If your order is placed before 2.30pm on a Friday your parcel will arrive on Monday. If you place your order after 2.30pm on Friday your goods will be dispatched on Monday for Tuesday delivery. Orders placed on Saturday will be delivered Tuesday. Please visit the UK Mail website for terms and conditions of postage.

Saturday Delivery Want your parcel delivered to an address of convenience on a Saturday? Then Kindred Sole delivers! For Saturday deliveries there is a charge of £5.95. To receive a Saturday delivery all that we ask is you place your order before 2pm Friday to receive your parcel on Saturday and select Saturday Delivery at the checkout - Simple!  

Q: Specific Delivery Information for EU postage

A. Kindred Sole offers European shipping by Air Express for a fixed price of £12. This service will deliver your products within 3 working days as long as they are ordered before 2.30pm (GMT). Orders placed after this time will be delivered within 4 working days. 

Q: Specific Delivery Information for USA and Canada

A. Kindred Sole offers USA and Candian shipping by Air Express for a fixed price of £15 This service will deliver your products within 4 working days as long as they are ordered before 2.30pm (GMT). Orders placed after this time will be delivered within 5 working days. 

Q: Specific Delivery Information for International and Rest Of World (ROW) Shipping

A. Kindred Sole offers International shipping by Air Express for a fixed price of £15 This service will deliver your products within 5 working days as long as they are ordered before 2.30pm (GMT). Orders placed after this time will be delivered within 6 working days. 

Q. Can I track the status of my order?

A: Yes. You can check the status of your order by logging into your Kindred Sole account. Kindred Sole use UK Mail or Royal Mail to handle all of our deliveries. Following the dispatch of your goods, you will receive a unique email of a tracking number, for you to track your items.

Q: Stock Arrivals

A: As Kindred Sole buy’s styles in minimum quantities to ensure your individuality and regular choice options it may be unachievable to offer additional stock. This is why we encourage you to purchase the style and size that you want, when you see it, as it may not be available for a long period of time. You may see some styles with a waiting list. Please place your request as soon as possible as it’s a first come first serve basis. We will always endeavour to source an additional size of a particular product by contacting the designer directly on your behalf. 

Q: What is the returns policy? (Including Sale Items)

A: You have 14 days from the day of receipt to return any unwanted goods. Ensure the goods are unworn, in their original packaging and fill in the Returns Slip. Contact our Customer Services to confirm your return. Kindred Sole recommends you return the goods using Royal Mail recorded delivery or Collect Plus. For our heaviest item this will not cost more that £5. Please ensure you insure the value of your package as it is your responsibility until it is received in our warehouse. Once we receive your returned goods and confirm they are unworn and in their original packing we will issue you with a refund within 2 working days: this may take up to 5 working days depending on your bank. Contact our customer services prior to sending your return via email at customerservices@kindredsole.com

Q: Package Damaged on Arrival

A: If the packaging of the product is damaged on arrival and you feel this is unacceptable you should refuse delivery at this point. If the package is signed for on your behalf and you later discover unacceptable damage please notify Kindred Sole via email at customerservices@kindredsole.com as soon as possible for your claim to be made possible.

Q: How long does it take for refunds to be processed?

A: Refunds are processed immediately once we have received your returned goods. However please allow up to 14 days for your funds to be credited back into your account.

Q: What Is Style A Friend?

A: Style A Friend allows you to recommend products to your friend and earn Kindred Sole credits. You can earn £10 store credit for each friend who makes their first purchase at Kindred Sole. The terms for using this service are as follows:

1) You must have a registered account at Kindred Sole to benefit from the store credit

2) You will receive £10 credit when your friend(s) make their first purchase using the same email address you recommended.

3) You will only receive £10 store credit 14 days after your friend makes their first purchase. You will not receive credit if you friend(s) decide to return the item(s).

4) Your friend does not have to buy the product you suggested for you to receive the credit.

5) You can send Style A Friend as many times as you want to different/same friend(s) but you will only receive one store credit per friend.

6) Style A Friend is an exciting and community building new way to tell your friends about designer shoes online and it is not acceptable to use it for commercial purposes or messages to huge numbers of people you do not know.

7) Only one £10 store credit can be used per transaction

8) If your friend makes their first purchase 30 days or more after your Style A Friend email, you will not receive store credit.

Q: Kindred Sole’s Offer Codes Explained

A: A Kindred Sole Offer Code is a personal number that can be used to gain discounts off particular products. Please note that our Offer Codes:

  • Can only be used once
  • They have an expiry date
  • Are to be used by the main recipient only
  • They cannot be used in conjunction with any other offer


Kindred Sole’s Offer Codes can be found in feature advertisements and/or sent through to committed ‘Kindred Sole-ettes’ The advertisement and or email will explain the percentage of discount that is redeemable and the process required to realise the discount.

Q: How can I register a complaint?

A: If you are unhappy with the shoe or service you have received then please contact us via email at customerservices@kindredsole.com and include your preferred contact details and a customer service representative will be in touch promptly. A representative will respond to your query within 24 hours.  

Q: What happens if I forget my password/or user name?

A: Please go to ‘My Account’ and click ‘Forgot Your Password’ then please enter your email address and the relevant instructions will be sent through to your email address.

 

Q: Headoffice Address

A: Kindred Sole Ltd, The Springboard Centre, Mantle Lane, Coalville, Leicestershire, LE67 3DW

Q: Registered Company Details

A: Kindred Sole Ltd, Ninian Way, Ninian Park, Tamworth, B77 5ES

    Registered in England: 6979647