FREQUENTLY ASKED QUESTIONS
Since you are not buying directly from Sell My Soles we request you contact the seller to arrange a refund and return. You can do this by going to the Orders menu in your account and selecting the refund icon. The seller will be notified and they will be in contact with you. Please allow reasonable time for the seller to respond before leaving negative reviews.
1) First, double-check the sellers/vendors policy on shipping and processing times. Some items may take longer to get to you if the seller/vendor is located far from you. If the estimated arrival date for your package has passed, contact them directly. Make sure to provide your order number and contact details. Most sellers/vendors will quickly get back to you with an update, but if you don’t hear back, it doesn’t hurt to email again. You’ll find the seller/vendors email on your order confirmation email next to the product you have purchased.
2) If you’re still missing your order, and you’ve contacted the seller/vendor more than once, then please contact us directly by using the form on this page.
Sell My Soles is an online marketplace that powers thousands of online stores across the UK, but we are not directly associated with any of the sellers who use our platform. Since we don’t play a role in the order fulfilment process or manage store operations, we aren’t able to provide shipment details. Please contact the seller via their profile page to request updates.
We accept all major credit and debit cards when making a purchase on Sell My Soles. Payments are processed securely using Stripe.
At present, Sell My Soles serves the UK only, but we will be expanding soon to cover more countries and economic areas.
When this happens, it would indicate the Seller has not set up their Shipping options in their shop settings.
Please contact them directly to request they add shipping options to their account.
We currently support shoes, bags, belts and hats. Items like coats, jumpers, jeans, rings, earrings etc are not supported but we may open up more categories in the near future so check back soon!
To find your shop name or shop address just go to your seller dashboard and click “My Shop” in the top left:
Your shop page will then open, you can then share the link to your shop with others.
Your store name is what you choose when signing up and it identifies you on Sell My Soles. It appears under your products when customers are browsing the website. You must not use store names which infringe on copyright. Eg; if you were to create an account with the name “Nike” without proper authorisation from Nike then your account will be terminated.
Yes! Just make sure that when you list your item you you select “New” when choosing the “Condition”.
We aren’t driven by profit, but a passion to give great shoes a place to meet a new soul. Making cash with us is easy and fun, whether you’re selling a one-off pair or a whole closet clear-out full. We don’t all have to act perfectly sustainably all the time, but if we all choose to look further for things which we would normally buy new then collectively we can all reduce waste and resources that damage our planet.
Our fee structure is very transparent, you can view the fees associated with the different plans available on our Sell With Us page.
The fees which Stripe charge are included so you pay only one fee.
Start by visiting our Sell With Us page and picking the plan which suits your needs. Once your account has been enabled you will then be taken through a quick and easy set up wizard. During this process you will be prompted to connect or create a Stripe account and choose a store name etc. We use Stripe connected accounts due to the very low fees and secure and reliable payment processing.
You’re free to ship your items with whichever postage service you prefer. We’ve taken feedback on board and made some changes to how sellers set their shipping costs; they can now set the shipping cost during the process of adding a new listing.
In the “Add Listing” page of your dashboard just scroll down to the Shipping tab, enter your processing time (how long it will take you to dispatch the item) and then enter a price for shipping.
We can’t advise on the value of your items but recommend searching here on Sell My Soles to see how much similar items are being sold for or using “Google Shopping” to get an idea.
You can check your orders by going to Shop Manager > Orders. Always ensure you have the correct date range on your dashboard for the period you want to see.
Sell My Soles is a marketplace and we do not currently have warehousing facilities to hold stock.
All orders are emailed to your registered email to notify you. They also appear on the Order screen under Shop Manager > Orders.
Please note: Always check your junk/spam folders for emails. Sometimes they can be filtered to your junk/spam boxes by mistake, and you should ensure you have us “whitelisted” in your settings.
You can do this by going to Shop Manager > Orders then click “Mark Shipped” next to the order you have shipped.
This sends an automated email to the customer to let them know their order is on its way. Easy as that!
You can see the customers email details by going to Shop Manager > Orders > View.
Payment is sent to your connected Stripe account when your customer checks out.
In Store Manager > Orders you can select the order and click the refund button next to it.
Usually we will include a reason for account rejection. Account approval goes through several steps including an automated process to stop bots from signing up. Please contact us using the form on this page if you believe your account was rejected in error.
If you feel like you’ve outgrown your current membership plan you can upgrade it by heading over to our Sell With Us page and selecting the membership you would like to upgrade to. If you would like an Outlet account (for larger businesses) please see our Outlet Accounts page.
Please use the contact form on this page if you wish to close your account.
