THANK YOU 

Our friendly Sole Service Team will email you a personalised quotation soon. Please remember to check your "junk" folder also.

Quote requests received outside business hours will be answered the next business day.

 

Wish to consign with us? 


Our team will review your item/s and email you a proposal. We offer a complimentary courier collection Australia-wide.

FAQ

How does the service work?
Once items are received in our studio, you’ll receive a confirmation via email and the work will begin.

Upon completion of your restoration, we will return your items,  packaged, to a place convenient for you.

 

How long will it take for my item to be repaired/restored?
The length of time depends on the work required. You will be given the expected turnaround time when we receive your item so that you are aware of the timelines.
 

How long will it take to receive my quote?

Quotes are sent during business hours, same day or if received after hours the next business day

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COLLECTIONS AND SHIPPING

Do I pay for collection and return?

No, Australian address pick up and return is free of charge.
 

Do you accept items from outside AUS?

Yes, this is at the cost of the client.

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How do I prepare my item(s) for collection?
Please do not send us your items in original boxes or dust bags. Please send both shoes in a pair, even if only one needs attention.

To ensure your item(s) get to the atelier safely, please:

• Ensure any bags you send are empty.

• Line a sturdy box with bubble wrap and ensure that light-coloured items (especially if they’re patent or suede) aren’t touching anything of a darker colour.

• Label the bag you put your items in with your contact details. You can also drop a business card or note into the bag if it’s easier.

• Securely seal the package.
   

Where am I sending my items to?

Your items will be sent to our studio in Somerton Park, SA. This is where they will be assessed and restored.

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COSTS AND PAYMENT

When do I pay?

Upon acceptance of your quote, an automatic email with your invoice is sent to you for payment.
 

GUARANTEES, INSURANCE AND COMPLAINTS

Do you guarantee your work?
Officially, we guarantee our work for three months, but we judge each case on its merits. This may seem like a small window, but we have no way of knowing what your item comes in contact with or how it’s used once it leaves our care and that may impact the work we’ve done.

Each restoration is unique and the way it wears is dependent on multiple factors, including its original condition. If you are dissatisfied with the quality of our work beyond three months, we will strive to find a solution for you. We treat each order with compassion and want you to be proud of the work we have done, as we are. Please note that our services may affect the brand warranty on your item.

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What if you damage my items?
We are in the business of doing the ‘risky’ services most repairers, restorationists and makers won’t do. That said, we operate a zero-harm policy. If we feel there is a meaningful risk that we can’t control, we will explain this to you and obtain your permission. In the unlikely event that we do damage something, we are covered by insurance. Please note that upon receipt, we photograph each of your items. We also make note of any existing damage and the general condition they arrive in and communicate this in your assessment. Please read this carefully and let us know if you are in disagreement as soon as possible.

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What if my item gets lost with couriers?
All of your items are trackable and confirmed at each stage of their journey. However, if the worst were to happen, we have appropriate goods in transit insurance in place.
 

If you can’t find the answer to your question above, then please contact our team at contact@soleservice.com.au. Please note that our customer service is open 9.30 am – 3 pm Monday - Friday.