Frequently Asked Questions

Click on a heading for more information.

Shopping at French Sole is easy:

If you know what you are looking for, use the BALLET FLATS and SHOES links. You can also shop by typing in the STYLE name into the SEARCH box.

Once you have found an item, select your size and click on the 'ADD TO SHOPPING BAG' button underneath each item.

Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page. You can use the 'REMOVE FROM BASKET' link to delete items from your shopping bag.

Click on 'PROCEED TO PURCHASE' to complete your order.

If you register with us you'll be able to enjoy the following benefits through your French Sole account:
  1. Choose a username and password to access your account
  2. Track your orders and review past purchases
  3. Build a customized Wish List that you can email to friends and family. Plus, you can also print your shopping lists and take them wherever you go!
  4. Add sold out items to your Wish List so you can see if more stock arrives
  5. Save your address details so you can shop even quicker next time
  6. Manage your account details, address book and email preferences
To create an account, simply click on 'Sign in' and then 'Register now' to fill in your details.

Our shoes are all hand-made to the highest standards – this can mean a slight discrepancy in sizes between styles.

As sizes can vary our best advice to you is to check the SIZE GUIDE for each style that you are looking to buy. This is only a guide. Where a ballet flat runs small or large to size, this will be identified within the ‘size & fit’ tab on every product page.

In addition, our customer care team can answer all your questions on sizing and fit − simply email [email protected] for further advice.

All items are in stock unless the size displayed is greyed out. Please be aware that even if an item is in your shopping bag, another customer can still buy it until you have completed your order.
We accept Paypal, Visa, MasterCard, American Express, Delta, Electron, Switch and Solo credit and debit cards.

Please note that we do not accept any other methods of payment apart from those listed above.

At FRENCH SOLE, your personal online security is important to us. All orders are processed through a secure checkout system provided by SagePay. Additionally, for your safety and protection; we will confirm that the billing address you provide matches the address on file with your credit card company.

In addition to the above security measures, we do not store your Credit Card details online. All payment transactions are carried out using the secured payment gateway used by the credit or debit card company used for payment.

For additional security, we have introduced MasterCard® SecureCode? This service enhances your existing Maestro card against unauthorised use by prompting you for a private password every time you make a purchase with us. To use this service, you must first register with the bank or other organisation that issued your card. To find out more, click here to visit the MasterCard® SecureCode? website.

If you prefer, you may place your order by telephone with our Customer Service team − [email protected]

French Sole ships to various countries worldwide, as listed below:

AUSTRALIA
AUSTRIA
BELGIUM
CANADA
CROATIA
CYPRUS
DENMARK
ESTONIA
FINLAND
GERMANY
GREECE
HONG KONG
HUNGARY
ITALY
JAPAN
KOREA
LATVIA
MALAYSIA
MEXICO
NETHERLANDS
NEW ZEALAND
NORWAY
PHILIPPINES
POLAND
PORTUGAL
SAUDI
SINGAPORE
SLOVAKIA
SOUTH AFRICA
SPAIN
SWEDEN
SWITZERLAND
THAILAND
TURKEY
UKRAINE

Unfortunately, you may only ship to one address per order.

If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

For information on delivery and shipping charges to your destination, view our shipping options.

Due to the high value of our ballet flats, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

Should Royal Mail be unable to deliver your parcel, a card with details of re-delivery or local pick up are will be given.

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order, which contains all the items you require.

After you place your order, you will be sent an email confirming that it has been received.

Your card will only be debited once your items are ready to be despatched. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.
We aim to dispatch all orders within 24 hours Monday-Friday. Please be aware that during busy periods, such as Christmas and Sale time, despatch times may take a little longer. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, FRENCH SOLE is not responsible for any delays caused by destination customs clearance processes.

Once your order has been shipped, you will receive email confirmation of your shipping details. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.. If you are not registered, why not sign up now so you can track future orders?

If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs).

Alternatively, you may prefer to return or exchange items using our free returns and exchanges label (available to customers with the UK only).

CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS

If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice (including email) within seven working days of receipt.

You must notify customer care in writing of your wish to cancel the contract for your entire order under the DSRs within seven working days of receiving your items. Either email [email protected] or write to us at: Customer Service Department, FRENCH SOLE, Unit J, Lambs Farm Business Park, Basingstoke Road, Swallowfield, Berkshire, RG7 1PQ.

On receipt of your notice of contract cancellation, the customer service department will email you a Returns Merchandise Authorization (RMA) number. Please complete this on the returns pro forma invoice that you received with your order, and include it with your return so we can process your refund promptly.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at FRENCH SOLE, Unit J, Lambs Farm Business Park, Basingstoke Road, Swallowfield, Berkshire, RG7 1PQ, and that you retain proof of sending, in case of a dispute.

Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the Distance Selling Regulations.

All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will be unable to process a refund.

Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within seven working days of receiving the order, as described above.

RETURNS AND EXCHANGES USING OUR FREE RETURNS SERVICE (UK ONLY)

If you wish to return an item purchased online at www.frenchsole.com, please follow the steps given on our Terms & Conditions page (link to page).

Items should be returned new, unused and with all garment tags still attached. In addition, shoes should be returned in their original, undamaged shoebox as this is considered part of the product. We may not accept merchandise, which is not received in the above-specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.

Your refund will be credited to the original purchaser's credit card and will include shipping costs forfaulty items or for orders cancelled under the DSRs only.

Shipping costs will not be refunded for items returned that are incorrect, not faulty or are damaged in transit before signing for delivery.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

Please be aware that it can take up to 14 days for the refund to appear in your account.

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at FRENCH SOLE we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that FRENCH SOLE may use your contact details to inform you of the latest arrivals from your favourite style and fabulous new services via email. If you would prefer not to receive these updates, please follow the steps to unsubscribe Click here to read our Privacy Policy in full.

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.

Registered customers who have cookies enabled will be automatically recognized when they visit FRENCH SOLE − your name will appear in a welcome message at the top left hand corner of the website. You will be able to access your Wish List and then add or move items, register interest for pieces not yet in stock or request item updates without signing in to your account.

You can buy a FRENCH SOLE gift card in British Pounds (GBP) or Euros (EUR). Simply follow the instructions given:

  1. Choose how much you would like to give
  2. Type in the recipient's name
  3. Add a personal message
  4. You can amend your gift card details and message when the item is in your shopping bag
  5. Type in the recipient's delivery address (or your address if you would like to give it to them yourself)
Delivered in FRENCH SOLE signature packaging

For further assistance please email [email protected] or call 01189 888800 (UK)

There are fixed denominations for gift cards. However, you can purchase multiple gift cards to achieve your desired amount. The denominations are as follows:

£25
£50
£75
£100
£125
£150
£175
£200
£225
£250
£275
£300
For information on delivery and shipping charges to your destination, view our shipping options.
You can purchase multiple gift cards. If you are sending them to the same address, simply change the recipient's details where applicable and keep adding to your shopping bag.
Yes. However, you will need to repeat the purchasing process and pay shipping charges for each address a gift card is sent to.
Gift cards are non transferable and may not be returned or redeemed for cash.

Can I use my gift card to pay for shipping, delivery and/or taxes?

You can use your gift card to cover all purchasing costs.
You can use your gift card to cover all purchasing costs.