FREQUENTLY ASKED QUESTIONS

GENERAL INQUIRIES

I’m looking for a specific shoe. Do you have it?

If you are looking for a specific shoe, you can search our site by style number and style name as well as by browsing our product categories. Our entire inventory is broad and we don’t have it all listed on our website. If you can’t find it here, you can contact us about backorders. Restocks are subject to availability. We also may be able to locate a shoe if it is not available, please use the contact form and provide as much information about the shoe as you can and we will contact you.

Are all products that Sole Country sells new and authentic?

Everything is guaranteed authentic and new. We only sell sneakers in brand new and unworn condition. We do not sell, accept, or otherwise deal with fakes, “grey market” items, or factory variants. All sneakers we sell are carefully and thoroughly inspected for condition and authenticity at multiple checkpoints before they’re offered to customers. Our staff is trained to identify any and all inconsistencies, and our policy is to decline items that don’t meet our standards.

I emailed customer service, how long will it take them to respond?

Expect a response within 24-48 hours from our representatives. We are available Monday-Sunday. Alternatively, you can give us a call on (+233)-500-156-018.

ORDER ADMINISTRATION

I need to make changes to or cancel my order. Can you help me?

Unfortunately, our system does not allow us to make changes to an order (size, quantity, style, etc.) once your order has been placed. In addition, once your order has been submitted to our shipping department for fulfilment, we are not able to honour requests for cancellations. Please confirm the details of your order carefully before submission.

Can I cancel an order I just placed?

We do not accept order cancellation requests as our fulfilment process begins once an order is placed. 

In the event an item becomes unavailable, we will fully refund your purchase back to your original form of payment.  This may include specific items within an order.  You will be notified via email of any orders or items we cannot fulfil and have refunded.

I am having a hard time checking out. Can you help me?

We are sorry to hear you are not able to place an order. If you are unable to complete the checkout process, our system will give you an error message. Please fill all required fields, accept our terms and conditions and try again.

DELIVERY

When will my order arrive?

You can expect your package to arrive within 2 business days or less. you can also choose a later date to receive your package during checkout. Once your order ships, you will receive an email confirmation with an estimated delivery date. Please note, we only provide expedited shipping for clients within Accra. If you need your order by a specific date, please contact customer support at support@solecountry.com or call us on (+233)-500-156-018 before placing your order.

Do you ship outside Ghana?

At the moment, we do not take international orders. But you can always submit a request to us here.

Can I ship to an address other than my billing address?

Yes. Feel free to select that option during checkout.

I ordered multiple items but only received one. Where are the rest of the items?

Orders can sometimes come from different stocks. If you only receive part of your shipment, don’t worry, you’ll receive the rest of the items within a week or two. However, we will notify you in case the rest of your order cannot be fulfilled along with the reason.

What happens if my package is returned to you?

Should your order be returned to us, you will be refunded the original purchase price of your order minus GH₵35.00. If you would like us to re-ship your package to you, please contact customer support and we will do our best to accommodate you. We reserve the right to suspend your account if an excessive number of packages are returned to us.

Will a signature be required when my package is delivered?

Yes

PAYMENT

What payment methods do you offer?
  • Mobile Money
  • Credit card (Visa, Mastercard)
  • Cash on delivery ( Note: Cash on delivery is not available till further notice)
Why was my order canceled?

There are various reasons for an order being cancelled. However, we will notify you in the event that your order cannot be fulfilled along with the reason. Please note: we do reserve the right to refuse or cancel any order, for any reason, at our sole discretion.

Additionally, If we are unable, through no fault of our own and because our supplier does not meet his contractual obligations, to deliver the goods you have ordered, we expressly reserve the right before withdrawing from the purchase contract.

CONTACT INFORMATION

I couldn’t find an answer to my question. How should I contact Sole Country?

You can use the contact form on the contact support page, or email us directly at support@solecountry.com