FAQs
How long does the custom insole process take?
Every insole we produce is totally bespoke. It takes around 6 hours to print a single insole, with individual orders subject to a 7 working day lead time from scan submission to dispatch.
What are Solemate insoles made from?
How will I receive my order?
How can I pay?
Thermopolyurethane (TPU). This material is soft and durable, hypoallergenic and widely recyclable.
If you make your purchase through this website they will be shipped to you directly in one of our letterbox friendly mailers via Royal Mail 48 Tracked. If you make your purchase through a Retailer you'll be able to collect them in-store or opt for Direct Delivery. Retailers receive insole batches once per week; you can check with them when your order will be ready for collection.
We accept all major forms of card payment, as well as Apple Pay and Google Pay. You will need to pay prior to uploading your order. Payment is taken securely through this website; there is no payment option within the Solemate App.
Why can't I upload my order?
You must be logged in to upload your order via the Solemate App. Your login is created during the checkout process when you pay for your insole order. The app is free to download and explore, but to upload anything you must be a paid customer.
How long will my insoles last?
Solemate insoles are some of the most durable on the market, but it's important to note that your feet will change gradually over time and as such we recommend you rescan your feet once every 3-years. Our warranty matches this, covering any material defect in your insoles throughout this period. Thankfully warranty is super easy as we store your files securely for 3 years, so if there is a problem we will reprint an exact replacement and ship it out to your free of charge. We are always improving product, so it is possible any replacement insoles will differ from the original in accordance with the latest manufacturing parameters.
Do Solemate insoles require trimming?
Occasionally our insoles may require trimming to conform better to specific footwear. This can be done using a good pair of household scissors, using the stock insole provided with the footwear as a template to cut around. The best way to avoid having to do this is to upload a photo of your stock insole on a blank sheet of A4 paper with your order via the Solemate App. Please note that trimming is a normal part of our process and not grounds for refund. While trimming does not void your warranty, if you damage your insoles in this process we are unable to provide free replacement.
My order hasn't arrived or is damaged?
First, check the tracking link emailed to you on dispatch, it's possible your order is still coming but has been delayed. Then the fastest way to reach us is via WhatsApp and we will get to work to fix the problem.
I've changed my mind, can I cancel or return my order?
Upload of your order via the Solemate App is final. After this point, as every order is custom-made, we only offer refunds in the event the product fails to meet our customer satisfaction standards, or if Solemate is unable to fulfil the order. If you have paid for your insoles and change your mind prior to uploading, please contact us and we will provide a refund.
I can't decide what stiffness I need: soft, medium or firm?
Get Medium. Probably. It's a safe bet. Although if you know you are particularly sensitive our soft insoles may be worth considering, just remember what you gain in initial comfort you will lose in support. Firm is really designed for maximum performance- think road cycling and serious ski racing. For the rest of us, medium has been tailored to provide a balance of support and comfort and is therefore an excellent choice. This is a configurable setting within the Solemate App Order Form. If your still can't decide, you can always visit a Solemate Retailer where you will be able to try out some generic demo insoles prior to making your custom order and get advice.
Do I need to remove the stock insole from my footwear? What if that's not possible?
Can I put Solemate insoles into different footwear?
Do I need to wear my insoles in?
What if I'm experiencing comfort issues from my insoles?
Are these insoles just for skiing?
Yes, you'll need to remove the stock insole in order to accommodate your new Solemate insole. If that's not possible, you can use the Order Form within the Solemate App to make your insoles thin (EG 1.5mm) to prevent your shoes being too tight.
Yes! Just make sure you check the fit is good for each footwear option. Ensure you upload a photo of the stock insole from whatever footwear you intend to mainly use. And of course we offer a discount on any reproductions of the same insole build.
Yes, it will take time for your feet to adjust to any corrections so gradually wear them in for an hour or two a day until comfortable.
Have you checked the fit is good within your footwear? Is the insole sitting flat in the bottom and not sitting up on the sidewall of the shoe? Did you wear them in gradually? These are super common and easy to fix! Did you buy your insoles via one of our Retail Partners? If so, visit them again as they will be able to help and manage what happens next. If you bought your insoles via this website, contact us directly and we can get to work on a solution and may offer a reprint if deemed necessary. WhatApp is the fastest way to reach us, and the you can conveniently share photos and videos to help us understand the precise situation. You have 28 days from the date of purchase to test the comfort of your insoles, during which we commit to making any adjustments necessary. If there's nothing we can do, you may be offered a refund.
Nope! We serve a broad range of customers from sports like running and cycling to mountaineering and rollerblading. And of course everyday users and physio clients.
Who are insoles actually for?
Anyone can benefit from insoles; the feet are the foundation to your body and define all of our movements. An insole provides proper and healthy alignment to prevent injury and improve posture. They can also help to alleviate pain from plantar fasciitis, flat feet, Morton's neuroma, back issues and more. You should check with a medical professional to see if insoles can help you. In a ski boot, supporting your feet properly combats a range of common comfort fitting complaints, meanwhile elevating the performance and responsiveness via a customised interface conforming to your exact foot shape. Aligning the foot properly in the boot also promotes better skiing technique.
How much does a pair weigh?
An average sized pair with medium stiffness is around 95g.