Frequently Asked Questions

Orders, sizing, delivery across Europe, and what happens when a pair does not work out. If your question is not here, write to us through our contact page.

Orders & payment

Which payment methods do you accept?

Major credit and debit cards, PayPal, Apple Pay, Google Pay, and the local European methods supported at checkout, including iDEAL, Bancontact, Klarna and SOFORT where available in your country. The full list of methods available to you appears at the payment step, based on your delivery country.

Are prices shown with VAT included?

Yes. All prices are in euros and include VAT for deliveries within the European Union. What you see on the product page is what you pay, plus shipping if your order is below the free shipping threshold. For deliveries outside the EU, VAT is deducted at checkout and local import charges may apply on arrival.

Can I change or cancel my order after placing it?

Write to us as soon as possible. If the order has not entered packing, we can usually change the size, change the delivery address, or cancel it outright. Once a parcel has left our warehouse we cannot recall it, but you can refuse delivery or return it under our standard returns policy.

I did not receive an order confirmation.

Check the spam and promotions folders first — automated confirmations often land there. If nothing arrives within 30 minutes, contact us with the email address you used and we will resend it. If no order exists on our side, no payment was taken. Any pending charge on your card is an authorisation hold and drops off within a few working days.

Do you offer discount codes?

Occasionally, and only through our newsletter and seasonal campaigns. One code per order. Codes cannot be combined with each other and are entered in the discount field at checkout, before payment.

Shipping & delivery

Where do you ship?

Across all 27 EU member states, plus selected non-EU European destinations including the United Kingdom, Switzerland and Norway. Country-by-country delivery times and costs are listed on our Shipping & Delivery page.

How long does delivery take?

Orders are prepared within 1–2 working days. After dispatch, typical transit times are 2–5 working days for Western and Central Europe, 4–8 working days for Southern and Eastern Europe, and 5–10 working days for non-EU Europe. These are transit estimates, not guarantees. Peak periods and customs checks can add time.

Is shipping free?

Standard shipping is free on EU orders above €[VALOR]. Below that, a flat rate of €[VALOR] applies and is shown at checkout before you pay.

How do I track my parcel?

You receive a tracking link by email the moment your parcel is handed to the carrier. Tracking can take up to 24 hours to show its first scan — that is normal and does not mean the parcel is lost.

Will I pay customs or import duties?

Not for deliveries within the EU. For non-EU destinations such as the United Kingdom, Switzerland and Norway, import VAT and duties are set by the destination country and are the responsibility of the recipient. The carrier will contact you if anything is owed.

My tracking has not moved in several days.

Parcels sometimes sit at a sorting hub without scanning, particularly on cross-border routes. If there is no movement for 5 consecutive working days, contact us with your order number and we will open an investigation with the carrier.

Can I have my order delivered to a pickup point?

Where the carrier serving your country offers pickup points or parcel lockers, they appear as an option at checkout. If you need a specific location and it is not listed, write to us before you order.

Sizing & fit

Which size should I order?

Start by measuring your foot in centimetres, then match it against the conversion chart on our Size Guide. Foot length is far more reliable than the size you usually buy, because sizing differs from one manufacturer to the next.

Do all sneakers fit the same?

No, and the differences are real. As a general guide, low-profile leather court silhouettes tend to run narrow and slightly small; retro runners with suede and nylon uppers usually run close to true to size; modern knit and mesh runners give as you wear them. Model-specific notes are on the Size Guide and on individual product pages where relevant.

I am between sizes. Up or down?

For most low-profile leather and suede models, size up to the nearest half or full size. For running-derived silhouettes with knit or mesh uppers, stay with the smaller size — the upper gives. If you tell us the model and your foot length in centimetres, we will give you a straight answer.

Do you offer wide fittings?

Some models are made in width options and some are not. Where a width is available it is stated on the product page. If you have a wide foot and are unsure, write to us with the model and we will tell you honestly whether it will work.

What if the size is wrong?

Send it back within 30 days and order the correct size. Full details on our Returns & Refunds page.

Returns & refunds

What is your return window?

30 days from the day your order is delivered. This is longer than the 14-day right of withdrawal EU consumers are entitled to by law, and it does not replace it.

What condition do returns need to be in?

Unworn, with all original tags attached, and packed in the original shoe box. Try them on indoors, on a clean floor. Shoes with outsole wear, creasing across the toe, or a damaged box cannot be accepted. Please do not tape or write on the shoe box itself — it is part of the product. Put it inside an outer shipping box.

Who pays for return postage?

You do, for a change of mind or a size change. We cover it when the pair is faulty, damaged in transit, or not what you ordered.

How long does a refund take?

We inspect returns within 2–3 working days of arrival. Once approved, the refund is issued to the original payment method and appears within 5–10 working days, depending on your bank.

Do you offer exchanges?

We process a return and a new order rather than a direct swap. It is faster, and it stops your size selling out while a parcel is in transit.

My shoes arrived faulty or damaged.

Contact us within 48 hours with photographs of the fault and the shipping box. We cover return postage on faulty goods and will replace or refund the pair. EU consumers also have a 2-year legal guarantee against conformity defects. This applies on top of our returns policy.

Products & authenticity

Are your sneakers authentic?

Yes. Every pair is inspected before dispatch and arrives with its original box and labelling. Our full process is described on the Authenticity & Sourcing page.

Do you sell used or refurbished shoes?

No. Every pair sold at Ambersole is new and unworn.

What is a gum sole, and will it yellow?

A gum sole is an outsole made from natural rubber, left close to its raw amber colour. It grips well and wears slowly. It also darkens gradually with exposure to air and sunlight — that is oxidation, not a defect, and it is part of why people like the material. Our Gum Sole Care Guide covers how to slow it down and how to clean the sole properly.

The colour looks different from the photographs.

Screens vary, and suede in particular photographs lighter than it looks in daylight. If the difference is more than a shade, that is a valid reason to return the pair — tell us and we will look into it, because it usually means our photography needs fixing.

A model I want is sold out. Will it come back?

Sometimes. We restock only when we can source a model properly, so we will not promise a date we cannot keep. Write to us with the model and size and we will tell you where it stands.