FAQs

If you are having problems with our web site the solution is here! We have tried to make our site as cross browser compatible as possible (should work without issue for IE (Internet Explorer), Mozilla, Firefox, NN and Opera). However, you may experience difficulty if some of your settings have been changed on your browser. Please follow the solutions provided below.

Unable to Complete Order
Problem:
When I reach the end of my order having supplied my details, they have disappeared and I am unable to complete the process.

Solution:
Close all open browser windows and use just one instance of your browser software. Complete the order process within a reasonable amount of time (upto about 120mins) from within this one window. Alternatively you may call our helpful mail order team on 01189 888800.
We aim to offer the most secure shopping experience available and therefore have implemented security features that reduce the risk of information seepage to an absolute minimum. We are continually looking for ways to increase security and the performance of our shopping facility and we are currently looking for ways around this issue.

Shoe Images Not Loading
Problem:
Some images do not appear to be loading. Shoe images are left blank on the styles pages.

Solution:
Please find your browser 'refresh' button. It can be located in the toolbar of you browser program. Click 'refresh' and the images should be loaded successfully. If this does not work please use our final solution below.

Shipping Cost Looks Wrong
Problem:
The shipping cost associated with your order appears to be incorrect.

Solution:
French Sole do not offer our City Link service to areas outside the UK mainland. Therefore the cost will be generated using our Royal Mail service which is usually more for multiple shoes. We also have several mechanisms in place to prevent incorrect charging on all orders which are corrected during the collection and payment processes of our mail order systems, if you are concerned please email us with your order number and we will make sure your order is calculated correctly.

I can't Find My Size
Problem:
Your size does not appear to be included for the style of shoe you wish to purchase.

Solution:
We only show the sizes that we have in stock. We are happy to back order shoes for you in most of our current styles and you can do this by trying to order a shoe size with an '*' against it.

Final Solution
Problem:
Still having issues with ordering shoes on our site?

Solution:
Firstly we apologise for any inconvenience. If you send an email to info@frenchsole.com our web ordering department will give you priority and contact you the moment that they receive this alert.