FAQ

General

Do you offer discounts for customers in the aviation industry?

We are a strict no discount brand. Why? It's just easier to keep the same everyday fixed low price. We prefer this instead of having discount codes bouncing around the world, which is just confusing for all.

Do you have a shop I can visit?

Our Collingwood address does not have a retail capacity to offer a click and collect service. Our friends at Australia Post and DHL will always do their best to deliver your parcels quickly. We always work to minimise handling time, so you should expect a quick dispatch from our warehouse.

Do you offer collaborations?

Push the call bell and hit us up with an email to info@skysoles.com and tell us about yourself, how you want to collab and how you think we can work together.

How can I contact you for assistance?

Assuming we aren't on controlled rest, you can contact our customer service team via our social media channels, by sending an email to info@skysoles.com, or calling us on +61 3 9416 2584. What's best? Email will always get the quickest response.

I'm a customer outside Australia and my payment was rejected. Please help!

Crikey, we've all encountered this before. Sky Soles is an Australian based business. If your bank account is held outside Australia, please consider that transacting online is like travelling to that country. You may encounter geographic restrictions on your card. Please contact your bank to approve transactions from an Australian based company.

I'm enquiring as a business or airline. Do you offer corporate pricing and how can I place an order?

We don't like to brag, but Sky Soles currently works with business clients located in Africa, Europe, Australia, New Zealand, North America and the Pacific Islands. We design for all industries with a major focus on aviation, rail, defence and cruise sectors. We can happily work worldwide on projects big and small. For further information please checkout our "Corporate Solutions" page above or contact us at info@skysoles.com.au

Returns & Shipping

Do you ship to my country?

Sky Soles ships globally to every corner of the world via our partner DHL Express. Customers of New Zealand shop excluding Australian taxes and benefit from free shipping. They are also exempt from duties/taxes/VAT/GST in their own country by shopping with Sky Soles.Customers outside Australia and New Zealand may be subject to import duties/taxes applied by their respective countries tariff laws.

How do I request a size swap?

The easiest way to request a size swap is to email us. In your email please include your old and new requested size.For countries that are eligible for our complimentary size swap program we will provide a prepaid returns label. Simply print at home and take with you to the nominated drop off point that will be outlined via email.Once we can positively track the return item, we will dispatch your replacement pair. Further information on our size swap program and the required condition of the returned item can be found here.

Can I cancel my order?

If your order is yet to be picked or remains on backorder, we will happily cancel your order and provide a full refund to the original payment method.

When will my return be processed?

Once your return has arrived at our HQ, we do kindly ask to allow up to 5 business days for your return to be processed. All returns are processed in order of arrival. Customers outside Australia and New Zealand are subject to a 20 business day return timeframe due international transit time. We cannot provide a timeline for when to expect the refund to arrive into your account, as the processing time varies between banks.

Fit & Sizing

Why don't you offer half sizes?

Sky Soles uses European lasting which means each size (change in length), has a 6.6mm increment. Conversely, AU/US lasting is based on 8mm increments. This means across the standard size "splay", we offer two more full sizes (7 vs 9) in the "run". Considering a half size is a 3.3mm change in length, we expect that as an all natural leather product our shoes will stretch up to half a size as they get to know you.

What width are your shoes?

All Sky Soles styles are graded to fit a majority of standard foot widths. We call this "common" grade and usually it covers 80-90% of the adult population. The width of the Australian foot is one of the more universal widths throughout the world. This differs to the more narrow French foot and the wider South Pacific foot tendencies. Should you have wider feet, we would recommend our square toe styles as they offer a greater volumetric capacity within the last.

I have two different sized pairs of Sky Soles that fit me perfectly, why is this?

In short, gravity. In the footwear game, size is measured by the change in length of the last (the foot model we make the shoe over). Generally as heel height increases your "perceived size" will increase. Effectively this means gravity takes hold and your foot slides forward and compresses making your foot behave smaller than it otherwise would when flat.I have narrow feet, what do you recommend? Narrow feet is certainly a rare trait within the Australian foot profile. Considering the size of our niche market; unfortunately at this point of time it's not economical to make a dedicated narrow width collection of shoes.

My Sky Soles feel tight, will they stretch?

As an all natural leather product, we do expect your Sky Soles to stretch up to half an EU size. This would be a 3.3mm change in length. The SOP Care guide included in the box contains some great information on the wearing in process. Should you still have trouble, please don't hesitate to contact us for some epic home remedies.

Our friendly crew are always ready to help

Whether you have a question about a product, looking for tips on how to best look after you Sky Soles, or need to arrange a size swap, please reach out to our friendly crew.

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