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:
- Choose a username and password to access your account
- Track your orders and review past purchases
- 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!
- Add sold out items to your Wish List so you can see if more stock arrives
- Save your address details so you can shop even quicker next time
- 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 info@frenchsole.com 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 − info@frenchsole.com
French Sole ships to most countries worldwide.
We are pleased to announce that we are now able to ship to the Unites States, US Virgin Islands (VI) and Minor US Islands (UM)
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 info@frenchsole.com 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 for faulty 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 name, email address, billing address, shipping address and telephone number.
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). Simply follow the instructions given:
- Choose how much you would like to give
- Type in the recipient’s name
- Add a personal message
- You can amend your gift card details and message when the item is in your shopping bag
- Type in the recipient’s delivery address (or your address if you would like to give it to them yourself)
For further assistance please email info@frenchsole.com 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.
Please contact our customer service team who will be happy to assist you on info@frenchsole.com or 01189 888800.
Please have details of your gift card with you when speaking to a member of the team, as this will be required when placing your order.
Do gift cards expire?
Gift cards are valid for 12 months from the time of initial activation.
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.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their
payments.
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by French Sole and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor French Sole run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as French Sole has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at French Sole from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.
You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by French Sole. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens to my statement, when I’ve returned the goods?
Once French Sole has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
I’ve received a statement, but I’ve not yet received my goods.
In the event that your goods have not been received please call French Sole to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk , where you will find all of your orders and payment schedule information. Visit Klarna app or Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone optionsTo use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later in 30 days work?
Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk .
Am I eligible for Pay later in 30 days?
To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 30 days?
Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days is denied, it does not mean it will be denied for all future orders.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor French Sole run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 30 days?
Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.
What happens if I cancel or return my order?
As soon as French Sole have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
I have been asked to go to the Klarna site. Is this correct?
If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by French Sole. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.
Have you received my payment?
If you pay by card, French Sole will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com /uk.
What happens to my statement, when I’ve returned the goods?
Once French Sole has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.
I’ve received a statement, but I’ve not yet received my goods.
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call French Sole to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I have asked for a refund. How will I be refunded?
If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information.
If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options