FAQ

Orders & Returns

What is the return policy? Customers may return their order within 30 days of purchase. We partner with Redo that allows you for a very small fee to purchase unlimited returns and exchanges. For full detail of our policy click here:

How can I track my order? When your order ships you will receive an email with the tracking number, there will be a link that will provide you with an estimated delivery date.

How do I process a return? We have streamlined and automated the returns process. Simply go to the portal, enter your order number and follow the steps to get a return shipping label. https://trysolelyjane.com/apps/redo/returns-portal

Can I change or cancel my order? If you need to make changes to your order you must do so in 24 hours otherwise the order will be processed. Please contact customer service immediately to make any adjustments and we will do our best to accommodate. support@solelyjane.com

How long does it take for my order to arrive? Orders process within 1-2 business days and take an additional 3-5 business days depending on where you are located.

How long does it take to process a refund? Once your refund has been processed in our system it will take 3-4 business days for the money to show back up in your account.

Product

How do the tops fit into the bottoms? Solely Jane has a unique patented rail system that allows the tops to slide into the receiving rail of the soles. We have found the easiest way to put them on is slide one side 1-2 inches and then the other side until you can lock them in place.

How do I clean the rails in my Solely Jane shoes? If there is dirt or debris that gets into the rails you can use a pipe cleaner, or other small brush to remove any dirt. 

My shoe squeaks when I walk, can I fix that? It is very common for shoes to squeak a little but to help we have a shoe care kit that can help lubricate the rails to reduce any noise. Please contact customer service for more information: support@solelyjane.com

How do I contact customer service? Our customer service team will respond in less than 24 hours and are happy to help resolve any concerns. Simply email them at support@solelyjane.com
 
Do you have a wide option?
The magic of the of the shoe is that you can interchange style AND size. This helps for people who are looking for a wider fit. For example, if you wear a size 8, you could purchase a size 8 Comfort base and then you could purchase size 9 Solemates (the styled part that you can take on and off of the base). Purchasing your Solemates in a size bigger will provide more room for the foot, especially in someone's case who has a wider foot.
 
Is it easy to exchange if I need a different size or style?
Customers will be given an opportunity to purchase return insurance, a small fee that will give them access to a free exchange or refund. If the return insurance is not purchased customers who return product will be responsible for covering the cost of the shipping labels. Shipping labels are available from us at a discounted commercial rate that is cheaper than shipping directly through the post office. Customers who need an exchange must do so within 30 days and the product must be unworn or unused. 
To initiate an exchange go to this order and enter your order to start the process. If you have any questions email support at support@solelyjane.com
https://trysolelyjane.com/apps/redo/returns-portal
 
 
What if I wear a half size?
It depends on your foot, Your options are as follows using an 8.5 foot as an example:
 1. With an 8.5 foot, if you regularly purchase size 8 shoes as someone who wears a half size, you can choose to purchase size 8 shoes with size 8 Solemates, that will give you a tighter fit. 
2. You can purchase a size 8 base and a size 9 Solemate and this will provide you more room than purchasing both in size 8 
3. If you regularly purchase a size 9 due to your half size, you can purchase the size 9 base and size 8 solemates and this will make sure the solemates are not too loose with the size 9 base. 
4. For the loosest option, you can purchase a size 9 base and size 9 Solemates. Depending on your foot, let me know what you think or if there is anything else I can do to help.