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: United States of America, Hong Kong, Japan, South Korea (Republic of Korea), Taiwan, Monaco, Norway, Australia, Canada, China, Singapore, Iceland, Liechtenstein, Serbia
Mastercard: United States of America, Hong Kong, Japan, South Korea (Republic of Korea), Taiwan, Monaco, Norway, Australia, Canada, China, Singapore, Iceland, Liechtenstein, Serbia
For international orders outside the EU, shipping fees are calculated dynamically at checkout according to destination and item quantity.
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 3 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. Orders outside the EU are final and cannot be returned.
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.
Please note that all sales made outside of the European Union (EU) are final!
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?”.
If you're inquiring about an existing order, please include the following information:
Full name
Customer number
Order number
You can reach us by phone or email:
+49 800 - 411 00 00 Monday to Friday 12:00 pm - 4:00 pm
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: berlin@solebox.com
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Munich
Phone: +49 (0) 89 26949022
E-Mail: muenchen@solebox.com
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Vienna
Phone: +43 (0) 1 8903627
E-Mail: wien@solebox.com
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: amsterdam@solebox.com
Opening Hours: Sun & Mon 12 pm - 6 pm, Tue - Sat 11 am - 6 pm
Customer Service Store Barcelona
Phone: +34 937 073403
E-Mail: solebox.barcelona@solebox.com
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Brussels
Phone: +32 242 55957
E-Mail: bruessel@solebox.com
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?”.
If you're inquiring about an existing order, please include the following information:
Full name
Customer number
Order number
You can reach us by phone or email:
+49 800 - 411 00 00 Monday to Friday 12:00 pm - 4:00 pm
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 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: berlin@solebox.com
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Munich
Phone: +49 (0) 89 26949022
E-Mail: muenchen@solebox.com
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Vienna
Phone: +43 (0) 1 8903627
E-Mail: wien@solebox.com
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: amsterdam@solebox.com
Opening Hours: Sun & Mon 12 pm - 6 pm, Tue - Sat 11 am - 6 pm
Customer Service Store Barcelona
Phone: +34 937 073403
E-Mail: solebox.barcelona@solebox.com
Opening Hours: Mon - Sat 11 am - 8 pm
Customer Service Store Brussels
Phone: +32 242 55957
E-Mail: bruessel@solebox.com
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. Orders outside the EU are final and cannot be returned.
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.
For international orders outside the EU, shipping fees are calculated dynamically at checkout according to destination and item quantity.
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 3 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.
Due to Brexit regulations we needed to implement a subtotal minimum basket value threshold of 164,99 € (without shipping costs) for UK Customers. You can find more detailed information from the UK government regarding the mentioned threshold here. Please note that all orders will be tax free in the online shop so no taxes, duties or import fees will be calculated at the checkout. Applicable custom fees will be paid from the customer. Additionally, all orders are final and cannot be returned. Thanks for your understanding!
Please note that all sales made outside of the European Union (EU) are final!
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 all sales made outside of the European Union (EU) are final!
Paypal: Pay now, in 30 days or in installments
Credit card
Visa: United States of America, Hong Kong, Japan, South Korea (Republic of Korea), Taiwan, Monaco, Norway, Australia, Canada, China, Singapore, Iceland, Liechtenstein, Serbia
Mastercard: United States of America, Hong Kong, Japan, South Korea (Republic of Korea), Taiwan, Monaco, Norway, Australia, Canada, China, Singapore, Iceland, Liechtenstein, Serbia
Klarna is not available as a payment method outside the EU.
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.