Repairs

+ How does this work?

Very simply. The process typically involves the following:

  1. Place order: Tell us what you need repaired while completing your order online. If you're not sure whether your items can be repaired, simply select the 'free diagnosis' option during the online order process to have a member of the SoleHeeled team review your requirements and provide you with a diagnosis and custom quote.
  2. Send items: Once we've reviewed your order, we'll email you a ticket you can take to your local Australia Post office. You'll be able to exchange the ticket for a printed shipping label as well as a box and protective bubble wrap in which you can pack your item and send it to us, free and fully tracked.
  3. We repair: Once we receive your items, a team of experience craftsmen will review them and reach out if there are any issues. Otherwise, your items will be repaired based on your specifications.
  4. We return: Once your items are repaired, we will return them to you, wherever you are in Australia, free and fully tracked.

+ How long does the process take?

This ultimately depends on the required repairs, but we generally complete repairs within 1–2 business days of receiving items. Shipping items to/from our workshop generally takes between 2 and 5 business days, depending on your location.

We can provide an expedited service with express shipping for an additional fee. Simply contact us if you need to speed things up.

+ How do I order a repair?

Simply head to our online order form, where you can select the services you require, upload photos of and answer a few questions about your items, and provide your contact details and payment information. It's all very quick and easy — promise!

+ Which brands do you repair?

We repair all brands. Having said that, the quality of our repair team's work is unparalleled. Together, the team's members have 80 years of experience and are trusted by such brands as R.M. Williams (official recommended repairers), Versace and Canali. Rest assured that your items will be in the best of hands.

+ What if my item needs multiple things fixed?

During the online order process, you'll be able to select a variety of services (including multiple services for each item). Even if the specific services you're looking for are not listed, you'll be able to describe your requirements, upload photos and request a free diagnosis from a member of the team.

+ Do you count a pair of shoes as one item?

Yes. We also count a single shoe as one item.

+ Can I make special repair requests?

Yes. You can do so during the order process — in which case, we will reach out to you if we foresee any issues or require further information (e.g., photos of the items).

+ Do you repair leather goods other than shoes and handbags?

Yes. We repair virtually all types of leather goods, including belts and jackets. Please contact us to let us know what you need.

+ Do you sell shoe care products/accessories?

Yes. We stock a range of top-quality shoe care accessories, and we would be happy to ship these items to you along with your repaired items. Simply reach out to let us know what you're looking for.


Billing

+ How does pricing work?

Very simply. We'll give you an instant quote once you answer a couple of questions about the items needing repair — you'll be able to do this in less than 60 seconds. Head to our online order form to get started.

If the repairs you require are unusual, or the services you're looking for aren't listed in our form, you'll have the opportunity to request a free diagnosis, where a member of the SoleHeeled team will review your requirements and provide you with a custom quote for services.

All listed prices and quotes include GST and Australia-wide shipping to and from our workshop.

+ How do I pay for my repair?

You'll be prompted to enter your credit/debit card details during the order process. We accept all major credit and debit cards.

All payments are securely processed by Stripe, a trusted payments processor — we do not record card details or have access to them.


Shipping

+ How do I ship the items?

Once you complete your order online, we'll review your order and email you a ticket you can take to your local Australia Post office. You'll be able to exchange the ticket for a printed shipping label as well as a box and protective bubble wrap in which you can pack your item and send it to us, free and fully tracked.

+ How do I track my package

Along with the ticket we email you after reviewing your order, you'll receive a tracking number, which will become active once you lodge your item for delivery to us at your local Australia Post office. From that point, you'll be able to periodically track the parcel (including our receipt of it) through the Australia Post website and email updates.

+ Where do you ship?

We ship throughout Australia — although we may need to make alternative shipping arrangements for remote areas, in which case you will hear from us.

We do not ship internationally at this time.

+ Can I drop off and/or pick up my items from your workshop?

Yes, you can drop off and/or pick up from our workshop in Martin Place, Sydney provided that:

  1. You first complete your order online;
  2. You let us know (by email or in the order form) that you would like to drop off and/or pick up from our workshop; and
  3. We have emailed you a ticket that you'll need to hand in at the workshop for ID purposes.

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