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If you have any queries or concerns with regards to your purchase, or need to know more about our company, products and services please do not hesitate to contact us via ebay or email us at enquiries@soleaffair.com
Our friendly professional staff are here to answer any questions. Our customer service team aim to reply to any queries received by email and ebay messages within the hour between 9am-5pm Monday to Friday, but this may take up to 24hrs during busy periods and weekends.
You can also follow us on Facebook for fashion fixes and exclusive competitions, discounts and giveaways.
UK Company reg number: 7120862
VAT reg number: UK 113073853
Telephone: 01676 523811
Same Day Despatch
All transactions received with a cleared payment before 1pm are dispatched the same day Monday-Friday excluding bank holidays. Any item purchased after 1pm will be dispatched the next business day.
UK Delivery
UK orders are dispatched using Royal Mail's premium Tracked service (unless stated otherwise on the ebay listing) this allows you to view the progress of your parcel every step of the way if required. The tracking reference can be added to your ebay order on request once you have received dispatch notification from our warehouse. As we use Royal Mail Tracked we are unable to specify the exact day or time for delivery.
A next business day delivery option is also available at ebay checkout at the time of paying for your item at extra cost. This service will get your item to you the next business day, if purchased before 1pm. Any subsequent return for refund for any reason will be less this upgraded express delivery fee.
Speed of Delivery
For UK mainland purchases please allow 2-3 business days from confirmation of dispatch for your order to be delivered to you. If you have not received your item after 5 business days of the dispatch date, please let us know and we will advise on what action if any you need to take
International Delivery
International orders are dispatched next business day using either DPD Couriers or Royal Mail International Signed For. On completion and dispatch of your order a tracking number will be added to your ebay purchase details, this will give you a direct link to track your purchase. Once the item as reached your destination country it is forwarded on to your national postal service for local delivery, in some European countries GLS couriers are used.
With International orders Royal Mail have a guideline for delivery of 5-10 business days, it may come sooner, but can sometimes take a little longer due to extra security checks, bank holiday periods, and any unforeseen customs delays etc. We will always endeavour to beat these time scales if possible.
International buyers will need to check their countries maximum import values as the buyer is responsible for any extra import duty/tax that may be applicable.
Failed Deliveries
In most instances the courier will leave a calling card to let you know that they have attempted to deliver your order. If this is the case you will need to contact them to re-arrange another delivery at a more convenient time for you, or the collection of the parcel from the local sorting office. If you do not arrange to collect the goods within 18 days it will then be returned back to us. We will then refund you the cost of the goods excluding any postage paid within 3 days.
In the event the item does get lost or excessively delayed and we are unable to track the item, which is a very rare occurrence, we do have a claims procedure to follow. Part of our customer service is to process this claim for for you. We do guarantee every customer will receive their item or a full refund.
All our ebay products are brand new and are packaged with care in secure tamper proof packaging.
Returning An Item
Unworn/Unsuitable Goods
If you are unhappy with your purchase for any reason, please return it back to us within 30 days of receipt and we will issue you with a full refund to the value of the goods or process an alternative exchange for you. You will be responsible for the return postage of any item.
Purchases returned must be unworn/unused, never been worn outdoors and in satisfactory re-saleable condition and must be sent back in their original box, please do not write or affix tape to any shoe boxes being returned a charge may be incurred for damage caused to any packaging in this way. Once your goods have been received and are accepted back into stock, refunds will generally be processed within 24hrs but can take up to 3 business days, all refunds are back to your original payment method used. Once any eligible refund as been processed we will also message you via ebay
Exchanges
We currently do not offer free exchanges on ebay returns. If an exchange is needed we will require the standard delivery fee of that item before we can re-send. Details of how to pay will be forwarded on receipt of your returned item. We do advise you purchase your desired alternative item while it is still may be available in stock on ebay and a refund can be processed on your original purchase once returned.
When Returning any items please remember that the product(s) are your responsibility until the parcel has been received by us. You should send using a trackable service and get proof of posting from the Post Office just in case your parcel goes missing, as we unable to help you if this does happen.
You must also include your full purchase details or ebay username with any returned item. If we do not know who as returned the item we will not know who to refund.
Incorrect Or Faulty Items Received
All items are checked prior to dispatch, but in the unlikely event you may have received an incorrect or faulty item firstly may we sincerely apologies for this error. We have an excellent returns policy and any item purchased should be checked for any signs of imperfection and any damage prior to being used or worn. Any added decoration and trims especially diamante and studded details should be checked prior to wearing, no return will be accepted for loss once used. Please contact us with any concerns you may have with your faulty or incorrect item received within 48 hrs of receipt and we will give you all the information you need on how to return the incorrect or faulty item that you have received.
We accept all major debit and credit cards. No Paypal account is required.
Paypal is our preferred method of payment on ebay, but If you'd like to pay using your debit or credit card then please select the card payment link as your payment option during the ebay checkout process, this will be the option for those without a Paypal account to input their card details safely and securely on ebay for payment.
Our ebay store policy requires all buyers to checkout within 3 days of your purchase and the payment must be made within 7 days of your auction/purchase closing.
We will only despatch your item once payment has cleared.
Sole Affair are established retailers in high street fashion for women, we have the knowledge and experience in sourcing up to the minute catwalk trends and hot buys of the season. Sole Affair have been providing outstanding quality and service on ebay since 2003.
Our aim is to provide you with courteous and professional service. If you have any queries or concerns with your purchase, or about our company, products and services please do not hesitate to contact us using the 'ask seller a question' link above or email us at enquiries@soleaffair.com
Buy with confidence from an established ebay seller