SHOPPING INFORMATION
No, all you need is an email address to place and track orders. To checkout faster, access your wishlist and order updates, we recommend setting up a SoleFAB account.
If you create a SoleFAB account and place an order, you’ll be automatically enrolled in our loyalty programme, Access. Every piece you buy takes you one step closer to unlocking exclusive rewards – from early sale access and priority customer care to unlimited free shipping and a dedicated personal stylist.
Learn more about our Access loyalty programme
I’ve forgotten my password, what should I do?
Follow the forgot your password link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
How do I receive SoleFAB email updates?
Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can manage your email preferences in your account.
How do I place an order on your website?
Here’s how:
- Choose a category or brand from the top navigation menu or search to explore a specific style or brand
- Select your desired item and click Add To Cart. Once you’ve added all items, it’s time to checkout
- Sign in to your account or, if you’ve not yet created one, continue via guest checkout
Enter your address, payment method and delivery details to place your order. We’ll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.
Can I place an order over the phone?
Sure. Our global Customer Service advisors are happy to assist you with this.
Can I cancel my SoleFAB order or make changes to it?
Yes, you may be able to cancel some items before we prepare your order. Head to Orders & Returns, or if you placed an order as a guest and want to make changes, enter your guest order details here
You can’t add items to an existing order, but you can place a new order for any additional pieces. For more information, view our Orders & Deliveries page
SOLEFAB PRICING AND PAYMENT
It’s down to our unique business model. At SoleFAB, you’re shopping items from our luxury brands and partner boutiques worldwide.
Prices are determined by each SoleFAB brand and partner boutique, so the price of the same item may vary depending on where it’s coming from and your location. That’s also why placing an item in your shopping bag or wishlist won’t reserve it at a particular price.
Although we don’t have any control over price variation, we’ll always offer you the best price available to your destination when you place your order.
To view the most accurate prices, select your delivery destination on our website.
This is determined by your delivery destination and will be displayed at checkout before placing your order. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.
When will my card be charged?
If you pay by Mobile Money, debit card, cryptocurrency or PayPal, SoleFAB will take payment when you place your order.
Which payment methods do you accept?
- Mobile Money (MTN, Voda Cash and Airtel Tigo Money)
- Visa
- MasterCard
- Maestro
- American Express
- PayPal
- Apple Pay
- Afterpay (only available in the United States and Australia)
- Alipay (only available in the United States, Canada, China Mainland, Hong Kong SAR and Macau SAR)
- HB Pay (only available in China Mainland and Hong Kong)
- Klarna (only available in the US, UK, Germany, Austria, Switzerland and Belgium)
- WeChat (only available in China Mainland, Hong Kong SAR and Macau SAR)
- UnionPay
- iDEAL (only available in The Netherlands)
- Boleto (only available in Brazil)
- Cryptocurrency
In selected countries, we accept payment instalments with Klarna and Afterpay.
We only accept credit card instalments as payment in Brazil.
For your safety, security checks are taken on all payments made to us at the time of purchase.
Absolutely. We keep your personal data private and confidential and only share it with your consent or if legally permitted to. For further details, view the SoleFAB Privacy Policy
PRODUCT AVAILABILITY AND PRE-OWNED ITEMS
To be notified about a sold out item being back in stock, go to the product information page. Select your size on the dropdown menu and choose size missing, then enter your email address and the size you need.
We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don’t offer reservations.
Your order will be carefully prepared in a protective SoleFAB package. If the designer has provided any branded boxes, dust bags or cases, these will also be included.
Yes, our pre-owned items come in the following conditions:
Unworn with tags: previously owned but never been used and in original condition. This item comes with its original tags.
Unworn: previously owned but never been used and in original condition. This item comes without its original tags.
Excellent: previously owned and worn, but like new or with almost no signs of use. This item is still in almost perfect condition with no defects.
Good: previously owned and worn with some signs of use. This item may have some fading (of material or plating), patina or scratches.
DELIVERY, DUTIES AND TAXES
This varies depending on the size, weight and destination of your chosen items. The good news is we offer Free Delivery for orders above a certain threshold – this means you can order multiple pieces from multiple locations for one fee. You’ll see the delivery fee at the checkout.
Yes, we offer a Same Day delivery service in Kumasi and Accra. Order before 11:00 in the morning to receive your delivery the same day, and after 11:00 for the next business day.
Once your order is confirmed, we’ll send it within 24 hours. Depending on your location and selected delivery method, delivery can take 46 hours. If you ordered from multiple SoleFAB brands and partner boutiques, your items will arrive separately. We’ll email you with the tracking information and an estimated delivery date when each item is sent.
You can also track your order by heading to Orders & Returns in your account. Opted for guest checkout? Track your guest order here
While SoleFAB delivers internationally, the brands on our website can determine where their items are distributed — so some may not be available to order in all regions. Some items may also be restricted by local customs in the country you are sending to. If you have any questions, contact our global Customer Service team
We’re creating a more sustainable shopping experience. To reduce waste, invoices have been removed from SoleFAB orders. Sign in to your account on our website to download your digital invoice, or if you placed an order as a guest, enter your guest order details here
RETURNS AND REFUNDS
We offer a refund on any items returned to us within 7 days of the delivery date, excluding any delivery costs. You can use our Free Collection service to return any unwanted items.
If you have used cryptocurrency to pay for your order and you wish to return the items for a refund, you can follow the return procedure outlined below within 30 days from the date you placed your order. Once your return has been accepted by our brand or partner boutique, your refund will be processed by TripleA in the original cryptocurrency at the current exchange rate.
Our payment provider will use the email address you provided at checkout and email you as soon as your refund has been processed. Once a refund is successfully claimed by you, the crypto should return to your wallet within the same business day depending on how congested blockchain is.
To start a return, go to Orders & Returns in your account, or if you placed your order as a guest, enter your guest order details here
It’s best to book your collection within 7 days of delivery — this is to make sure your package arrives within the required time frame. We are unable to process exchanges and all returned items must be unworn, undamaged and unused, with all tags attached. All designer boxes or cases that came with your order must be included with your return. If anything is damaged or missing from your return, you may not receive your refund. Read the full Returns Policy here
Here’s what you need to do:
- Go to Orders & Returns if you have an account. If you placed your order as a guest, enter your guest order details here
- Find the order you want to return and click Return Item(s)
- Select each item and your reason for returning
There are two ways to return your items. Depending on your location, one will always be available.
1. Book a free returns collection
Select your collection address and number of packages, schedule a collection date, suitable time and click Book Collection
2. Return for free at a drop-off point near you
Select the in-store or drop-off option in your account and take the return to your chosen SoleFAB partner boutique or courier drop-off point
Prepare your return
- Place the item inside the SoleFAB packaging – don’t forget any brand boxes, dust bags, or cases
- Attach your Return Label to the outside of the SoleFAB packaging.
- If you received a Return Note with your order, attach it to the outside of your package
- Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return
When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.
Returns from different brands or partner boutiques received individually should be packaged separately and the correct Return Label attached to the outside of each SoleFAB package.
Follow these steps to prepare your item:
- Place any unwanted items, along with any brand boxes or cases that came with your order, inside the reusable SoleFAB packaging
- Attach the Return Label and a signed copy of the Return Note to the outside of the SoleFAB packaging. Please do not attach any labels to the designer box or cases that came with your order
If you’re returning to multiple locations, please pack the items separately and attach the corresponding Return Label to the outside of each package.
You can track your return by using the tracking number assigned to your Return Label. Once your return has been received by our brand or partner boutique, it can take up to 6 calendar days to process. As soon as it’s accepted, we’ll send you a confirmation email.
Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.
We are unable to accept returns as customised items are created to your specification.
SIZE AND FIT
View our size conversion charts by selecting Size Guide, which you can find above the select size menu, on the product information page
Go to the product information page and select the Size & Fit tab to view the size, fit, cut and model measurements. You can find the material composition and care instructions on The Details tab.
The size of an item refers to the designer size on the label, fit describes how the item will fit on the body, cut is the silhouette and the material describes what the item is made from. To find this information, go to the product information page and view The Details and Size & Fit tab.
International sizes are slightly different when converted and some designers fit larger or smaller than others. That’s why we provide specific information for each item.
If your item doesn’t fit, you can return it with our free returns service. If you’d like to place another order, you can do this online or contact our global Customer Service team
PROMOTIONS
To stay updated on exclusive promotions, new in and early sale access, sign up to our emails
You can view all our promotions on the Promotion Terms & Conditions page
Or if you’re an Access member, check your Access dashboard for promotional rewards in your account.
All you need to do is add your eligible items to your shopping bag. Depending on the promo code, it will either be automatically applied, or you may have to manually enter it at checkout. If you have any questions, contact our global Customer Service team
Yes, promotional discounts can only be redeemed on selected brands and items. As each SoleFAB promotion is different, we’re unable to provide a list of excluded brands and items. However, items that are labelled or added to the promotions page may be eligible for a promotional discount.
For more information, view the Promotion Terms & Conditions page
Our Customer Service team are unable to reactivate any promotional discounts. Promotional discounts and promotional codes are also non-transferable and have no cash alternative.