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FAQ
FAQ
We don't offer click and collect so you can't pick up your stuff instore. We ship all sendings out of our external warehouse.
Paypal: Pay now, in 30 days or in installments
Credit card (Visa and Mastercard, except in Malta)
Shipping costs are calculated at checkout based on the carrier and destination country.
We try to ship the ordered item(s) at the same day we receive the payment for your order and you will get an email with the tracking information for your order. Local Tax / Customs may occur, which is not in our responsibility.
Delivery Time:
Delivery time depends on the shipping country, but it typically ranges from 2 to 6 business days.
Unfortunately it is not possible for us to change or cancel orders afterwards. This means that no articles or explicit sizes can be changed, promotion codes can't be added nor addresses can be corrected. Returns are possible within the European Union at the customer's own expense. We will refund the amount as soon as possible after the goods have been received. However, you can place a reorder with the correct data and the desired items as long as it is shown as available in the online store.
Shipping of instore releases through our store is unfortunately not possible due to our distribution channels. If you're able to shop in Berlin, Munich, Vienna, Brussels, Barcelona, Paris, or Amsterdam, it's best to stop by and try your luck. In most cases, a raffle takes place, where participants have a fair chance to win the opportunity to purchase a release item.
If you’d like to return one or more items, you’re welcome to do so within 14 days at your own expense.
Return instructions:
1. Fill out the enclosed return form for the items you wish to return and place it in the package along with the undamaged, originally packaged goods. Seal the parcel carefully.
2. Attach the return label you purchased to the top of the parcel.
3. Drop off your return at a post office. Please make sure to get a proof of shipment and keep it safe!
Once the return has been successfully booked, we will process the refund immediately. If you have not yet paid, transfer the amount minus the value of the return to our account.
Please send the package back to our warehouse:
Sole Brothers GmbH
c/o Fiege Mega Center
Dornierstr. 444
49479 Ibbenbueren
Germany
We’re sorry, but items ordered online cannot be returned in-store. Please refer to the section "How do I return?" for information on your return options. In-store returns are only possible for items purchased at the respective store.
Sorry, we can‘t exchange articles because of technical reasons. Please refer to the section "How to Return Items?" for information on your return options. You can order the right size if you like and if it is deliverable at our onlineshop at solebox Onlineshop.
We don't take any preorders. We want to keep it fair for every customer.
If you have any questions about our online shop, feel free to leave us a message. We’ll get back to you as soon as possible. Please note that inquiries sent over the weekend may take a little longer to process. Kindly submit only questions related to the online shop here — we’re unable to answer questions about physical stores via this channel. For store-related questions, please contact the store directly. You can find the contact details under “Questions about our store?”.
You can reach us via contact form, phone, or email:
+49 800 - 411 00 00 Monday to Friday 12:00 pm - 4:00 pm
If you're inquiring about an existing order, please include the following information:
Full name
Customer number
Order number
If you have any questions about our solebox stores, we're happy to help. You can reach our store teams by phone or email:
Customer Service Store Berlin
Phone: +49 (0) 30 - 23607121
E-Mail: [email protected]
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Munich
Phone: +49 (0) 89 26949022
E-Mail: [email protected]
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Vienna
Phone: +43 (0) 1 8903627
E-Mail: [email protected]
Opening Hours: Mon - Wed 10 am - 7 pm, Thu - Fri 10 am - 8 pm, Sat 10 am - 6 pm
Customer Service Store Amsterdam
Phone: +31 20 810 2168
E-Mail: [email protected]
Opening Hours: Sun & Mon 12 pm - 6 pm, Tue - Sat 11 am - 6 pm
Customer Service Store Barcelona
Phone: +34 937 073403
E-Mail: [email protected]
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Brussels
Phone: +32 242 55957
E-Mail: [email protected]
Opening Hours: Mon - Sat 11 am - 7 pm
Customer Service Store Paris
Phone: +33 1 40156192
Opening Hours: Mon - Sat 11 am - 7 pm
If you have any questions about our online shop, feel free to leave us a message. We’ll get back to you as soon as possible. Please note that inquiries sent over the weekend may take a little longer to process. Kindly submit only questions related to the online shop here — we’re unable to answer questions about physical stores via this channel. For store-related questions, please contact the store directly. You can find the contact details under “Questions about our store?”.
You can reach us via contact form, phone, or email:
+49 800 - 411 00 00 Monday to Friday 12:00 pm - 4:00 pm
If you're inquiring about an existing order, please include the following information:
Full name
Customer number
Order number
Shipping of instore releases through our store is unfortunately not possible due to our distribution channels. If you're able to shop in Berlin, Munich, Vienna, Brussels, Barcelona, Paris, or Amsterdam, it's best to stop by and try your luck. In most cases, a raffle takes place, where participants have a fair chance to win the opportunity to purchase a release item.
Hot Release products are excluded from free shipping. For these items, the applicable country‑specific shipping costs apply and are displayed transparently during checkout.
If you have any questions about our solebox stores, we're happy to help. You can reach our store teams by phone or email:
Customer Service Store Berlin
Phone: +49 (0) 30 - 23607121
E-Mail: [email protected]
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Munich
Phone: +49 (0) 89 26949022
E-Mail: [email protected]
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Vienna
Phone: +43 (0) 1 8903627
E-Mail: [email protected]
Opening Hours: Mon - Wed 10 am - 7 pm, Thu - Fri 10 am - 8 pm, Sat 10 am - 6 pm
Customer Service Store Amsterdam
Phone: +31 20 810 2168
E-Mail: [email protected]
Opening Hours: Sun & Mon 12 pm - 6 pm, Tue - Sat 11 am - 6 pm
Customer Service Store Barcelona
Phone: +34 937 073403
E-Mail: [email protected]
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Brussels
Phone: +32 242 55957
E-Mail: [email protected]
Opening Hours: Mon - Sat 11 am - 7 pm
Customer Service Store Paris
Phone: +33 1 40156192
Opening Hours: Mon - Sat 11 am - 7 pm
We don't offer click and collect so you can't pick up your stuff instore. We ship all sendings out of our external warehouse.
We don't take any preorders. We want to keep it fair for every customer.
Unfortunately it is not possible for us to change or cancel orders afterwards. This means that no articles or explicit sizes can be changed, promotion codes can't be added nor addresses can be corrected. Returns are possible within the European Union at the customer's own expense. We will refund the amount as soon as possible after the goods have been received. However, you can place a reorder with the correct data and the desired items as long as it is shown as available in the online store.
Please understand that our prices - depending on current trends - are constantly changing. If a product is reduced in price but you have already purchased it, we cannot give you a subsequent refund of the difference.
You can withdraw from your order directly online within the statutory withdrawal period after receiving the goods via the “Withdraw from order” link in the footer. After submitting your withdrawal, you will promptly receive an acknowledgement of receipt by email. Further information on withdrawal and returns can be found in our Terms and Conditions.
Shipping costs are calculated at checkout based on the carrier and destination country.
We try to ship the ordered item(s) at the same day we receive the payment for your order and you will get an email with the tracking information for your order. Local Tax / Customs may occur, which is not in our responsibility.
Delivery Time:
Delivery time depends on the shipping country, but it typically ranges from 2 to 6 business days.
We don't offer click and collect so you can't pick up your stuff instore. We ship all sendings out of our external warehouse.
Shipping of instore releases through our store is unfortunately not possible due to our distribution channels. If you're able to shop in Berlin, Munich, Vienna, Brussels, Barcelona, Paris, or Amsterdam, it's best to stop by and try your luck. In most cases, a raffle takes place, where participants have a fair chance to win the opportunity to purchase a release item.
You can enter a delivery address different from your billing address if you do not want your order to be delivered to you.
For security reasons it is unfortunately not possible for us to change your delivery address after you have already completed your order.
If you are not there to receive your package, our delivery partner will leave you a notification with the information when a new delivery will take place or where you can pick up your package.
If you’d like to return one or more items, you’re welcome to do so within 14 days at your own expense.
Return instructions:
1. Fill out the enclosed return form for the items you wish to return and place it in the package along with the undamaged, originally packaged goods. Seal the parcel carefully.
2. Attach the return label you purchased to the top of the parcel.
3. Drop off your return at a post office. Please make sure to get a proof of shipment and keep it safe!
Once the return has been successfully booked, we will process the refund immediately. If you have not yet paid, transfer the amount minus the value of the return to our account.
Please send the package back to our warehouse:
Sole Brothers GmbH
c/o Fiege Mega Center
Dornierstr. 444
49479 Ibbenbueren
Germany
We’re sorry, but items ordered online cannot be returned in-store. Please refer to the section "How do I return?" for information on your return options. In-store returns are only possible for items purchased at the respective store.
Sorry, we can‘t exchange articles because of technical reasons. Please refer to the section "How to Return Items?" for information on your return options. You can order the right size if you like and if it is deliverable at our onlineshop at solebox Onlineshop.
Please note that you will need to cover the return shipping costs yourself.
The essentials of returning goods with Klarna:
If you want to return some or all of the items in your order, please allow up to 14 working days (excluding weekends and holidays) for your return to arrive at our warehouse. We will send you a confirmation email as soon as we receive your return.
Klarna will send you your invoice by email as soon as your order has been shipped. Please make sure you observe the invoice deadline that is stated on your invoice. Klarna invoices are due 14 days after you have received your invoice. Your legal right of withdrawal and the solebox return policy remain unaffected by this period. In the end you only pay for the items you actually keep.
If you have just returned one or more items and the end of the invoice period is approaching, we recommend that you register the return on the Klarna portal. If you have any questions, please contact Klarna customer service. Please note that the solebox customer service cannot extend your billing period.
As always, please remember to get a proof of delivery and keep it safe!
Paypal: Pay now, in 30 days or in installments
Credit card (Visa and Mastercard, except in Malta)
You must be at least 18 years old to use Klarna as payment method.
The billing address must be the same as your registration address.
The maximum allowed purchase amount on Klarna's invoice is determined by Klarna's credit check and varies from person to person. If your purchase fails, you may be able to try again with a lower amount.
Instructions in 5 easy steps - Paying with Klarna:
Choose Klarna as payment method and enter your billing and delivery information. Your delivery address can differ from your billing and registration address.
Klarna will then perform an identity and credit check and verify your information.
Once your information is verified and your order is authorized, we will send you an order confirmation email. Your order will then be forwarded to our warehouse for processing.
As soon as your order is shipped, Klarna will send you an invoice to the email address you provided when you placed your order. You have 14 days from the invoice date to pay your order. All payment informations are shown in the invoice. Please indicate the purpose of payment on the invoice so that your payment can be assigned.
Keep track of the status of your invoice via the Klarna portal, you can see when your invoice is due in the email you receive from Klarna.
If you've used a discount code that gave you a specific discount (such as a 15 € discount via the newsletter birthday promotion), that discount will be taken into account when refunding the amount of your returned items.
An example to clarify: You buy 1 item for 20 € and 1 item for 80 €. The total purchase value is 100 €. You use your discount code, which gives you 15 € discount for a purchase of at least 75 €. Then you send back the item worth 20 €. The discount will be calculated on both items and you will receive a discount on each item proportional to the amount of that item. In this case, 3 € discount on the item of 20 € and 12 € discount on the item of 80 € - a total of 15 € discount on your entire order. The refund you receive will only be for the price of the returned item minus the discount amount. So in this case the refund is only 17 € (20 € - 3 € discount).
When you return an item, you are not entitled to a refund of the discount amount, not even in the form of a gift certificate or a new discount code.
solebox reserves the right to exclude certain items from promotions. This means that coupon codes can not be redeemed on certain items or brands. The following brands, among others, are generally excluded from promotions: BAPE, CDG Parfums, CDG Play, CDG Wallet, Crep Protect, Escentric Molecules, Jason Markk, Medicom, solebox.
Of course, excepetions may occur to the above mentioned brands. In addition, most discounts cannot be combined.