ComfySole Frequently Asked Questions

Choose from our categories below to view our FAQ's.

General

About the shop, emails, discount codes.

As we are an Australian store we make sure all our shoes are converted into Australian sizes.

To choose the right size for you, click the link here to access our size guide.

We currently do not offer our shoes in half sizes. Please refer to our Size Guide for assistance in finding the perfect fit.

Currently, our business operates exclusively online, and we do not have physical retail locations.

While we don't have physical stores, we strive to provide detailed product descriptions, sizing charts, and customer reviews on our website to assist you in making an informed decision about your purchase.

Additionally, if you have any specific questions about our products or need further assistance with sizing or product recommendations, please feel free to reach out to our customer support team.

They are available to provide personalised guidance and answer any queries you may have.

Yes, our shoes are designed with both comfort and support in mind. They are suitable for people with various foot conditions, including plantar fasciitis, flat feet, and arch support needs. Our products provide the necessary cushioning and stability for optimal foot health.

While we have had several customers with similar conditions who have reported finding relief and comfort from wearing our shoes, we want to emphasise that we cannot guarantee that our shoes will definitively resolve or relieve arthritis. Every individual's experience with such conditions can vary, and the effectiveness of our shoes may depend on various factors, including the severity of your condition, your personal biomechanics, and any other treatments or therapies you may be undergoing.

That being said, our shoes are designed with a focus on providing excellent support and comfort. The arch support, cushioning, and stability features in our shoes may contribute to alleviating some of the discomfort associated with arthritis by reducing strain on the affected area. Our customers often find that these features help in managing their pain and discomfort.

If you have a promo code for a discount, it may be automatically applied to your order when checking out. If the discount has not appeared, you may have to enter it manually at the checkout page in the 'Discount Code' box.

Always double check the discount is applied as if an order is placed and you forgot to enter a promo code, we won't be able to refund you the difference.

Discount codes are normally only valid on full-priced items and cannot be used on sale items or in conjunction with any other code or promotional offer unless stated.

If you are still having problems using your code, please use our live chat in the bottom right corner of our site or email our customer service team at hello@comfysoleau.com.

In the footer of every email, there will be an unsubscribe button. Click the link and confirm that you would like to unsubscribe. We will miss you, though!

If you have received a message stating that your email address/password is not recognisable - please follow the steps below:

- Clear your cache and browser history.

- Close and open a new browser.

- Make sure you are using the same email address and password that you registered with.

- If you are unable to recall your password, click on the “forgot your password?” link on the page. You will be prompted to enter your email address. Then, a link will be sent to you to create a new password for your account.

If you continue to experience problems, please contact us with the details and screenshots of the error.

Our HQ's are based in Adelaide, South Australia and Melbourne, Victoria.

Whilst not all of our products are Australian made, our ultimate goal is to supply 100% Australian made products only to keep supporting the local economy.

Your support by purchasing our products puts us one step closer to a 100% Australian manufactured business.

Yes, we stand behind the quality of our products. We offer a warranty against manufacturing defects. If you encounter any issues with your shoes, please reach out to our customer support, and we will gladly assist you.

Shipping

Shipping times and updates, Shipping Protection, addresses, tracking, lost packages.

We may be experiencing slight shipping delays due to COVID-19 workplace regulations. We will ship your products as quickly as we can and appreciate your patience.

During this time we have had to start shipping directly from our manufacturers overseas to ensure the fastest delivery possible.

Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue with Australia Post or any of our couriers (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened.

If you purchase Shipping Protection, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straightaway.

If you choose not to purchase Shipping Protection, we are unable to guarantee a replacement for your stolen item.

We process all orders within 24 hours of purchase, ensuring you get your products​ as soon as possible.

You will receive your​ order usually within 14 business days upon purchase. The shipping time is largely dependant on how fast Australia Post delivers since they are experiencing large volumes of deliveries. 

Due to COVID-19 we are experiencing slightly longer delivery times. We are working hard with our warehouses to get each order out as quick as possible. For any inconvenience caused we apologise, this is something that will change in the near future.

You can view our shipping policy here for more info.

Yes, we offer international shipping to selected countries. Please check our Shipping page for the list of countries we ship to and the associated shipping fees.

Yes! We offer FREE delivery Australia wide with no minimum purchase requirement!

Generally, you can change your shipping address within 6 hours. Make sure to contact us immediately with your order number, and the correct address. The more information you provide, the sooner we can change your information. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.

Make sure you type ‘Urgent: Change Order Details’ in the subject line. Any other title may cause delay in the delivery of your order.

Please keep in mind that your order may already have been dispatched. In this case, we won't be able to send you another one so it’s best to contact the postal service once you have received your tracking.

As soon as your package is shipped, you will receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website.

If there is a problem with your tracking number or package delivery, please contact the courier directly.

Please allow 1 - 4 days for the tracking information to show up. In some rare case, the tracking information may not update but you will still receive your order.

If you have any issues regarding your order or its whereabouts, please contact us after the estimated delivery time.

ComfySole is not responsible for lost or stolen packages. The courier will generally determine if your order can be left in a safe secure place at your delivery address.

We're very sorry to hear that you haven't received your package yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.

A. Double check your shipping address.

We recommend to double check the shipping address you entered to ensure it was correct. Please make sure that the home number and unit number (if applicable) are correct.

You can check the shipping address that was provided to us at check-out by following the steps below:

1. Login to your ComfySole account or locate your order confirmation email.

2. Click on the order that you have not received.

3. Review the shipping information to ensure the address provided is correct.

Kindly note, in the instance that an incorrect shipping address was provided to us, ComfySole cannot be held accountable for mis-delivered packages.

Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.

Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being "returned to sender". If this is the case, please contact us with your order number and we'll be happy to ship you another package to your intended address.

B. Check with your household members and your neighbours.

When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.

We also recommend to check with your neighbours to see if anyone has accepted the package for you.

C. Check your mailbox and any safe drop areas around the parameters of your home.

In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas where it could have been delivered to rule out the other options.

What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passersby by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there.

D. For businesses - check with the security guard, mailroom, and front desk.

If your shipping address is to a business, there's a very good chance it was delivered somewhere and/or to someone else. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.

E. For apartment buildings - check with security or front desk/concierge.

In many instances for apartment buildings, the package will be delivered to concierge or security. Please check with your building's front desk or management office to inquire if they have received your package.

F. Contact your local post offices.

There's a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being 'Delivered'. We recommend to contact your local post offices to inquire if they're holding your package. Be sure you're contacting the number of that exact post office, and not the general support line of the carrier.

G. Wait 24-48 hours for your package to deliver.

On extremely rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.

If you have done all of the above and still do not have your package, please contact us with your order number and we'll be happy to help you further.

Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

If you have previously experienced lost or stolen packages where you reside, we encourage you to have your package delivered to a work address to ensure that you receive it safely.

Orders

Placing orders, selecting products, order fulfillment.

Go to the product page you are after and follow the steps below:

Step 1: Click the “Add to Cart” button on the products you wish to purchase and they will be added to your shopping bag. The shopping bag will pop-up with the total amount to be paid and the checkout button. If the cart did not open, you can click on your shopping bag in the top right corner of the page and it will appear. 

Step 2: Now you can either "Continue shopping” or click on the “Checkout” button to proceed to checkout.

Step 3: Click "Checkout" or "Express Checkout with PayPal". By clicking on one of those buttons you will be redirected to the checkout page. There you will be asked to complete all details requested from you on the form including shipping address, billing address and a form of payment.

Step 4: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order within seconds. If you haven't received that email, please check in your spam folder and verify the email address you typed on the order confirmation page so that we can contact you.

Step 5: Shipments will be dispatched from our warehouse within 1-4 business days (excluding pre-order and backorder items purchased). You will receive a confirmation and valid tracking number that will show record within 48 hours.

If you are having issues selecting products or already know what you are after, please let our team know by using the live chat in the bottom right of our site, and our team will happily process your order for you.

Sure you can! Just add all the products you want to your shopping bag and then click on the “Checkout” button located inside the cart.

Navigate to the cart by clicking on the top right bag icon and scroll down to "Checkout".

Don’t worry! This is a completely normal situation. This just means that different items of your order may have been shipped from different warehouse locations or they have a delay due to pre-order, sale items or back-order products. Your products may arrive separately and will normally only have 2-5 days between each delivery.

We understand that sometimes returns are necessary, and we're here to help you with that process. Here's a step-by-step guide on how to return your order:

1. Review our return policy: Before applying for a return, please review our return policy to see if you are eligible for a return or refund. You can view our policy here: https://comfysoleau.com/policies/refund-policy 

2. Prepare the item: Before returning the item/s, ensure it's in its original condition and packaging. We may require that you provide us with a photo of your item/s before returning, this is to ensure all requests are genuine. Include all the documentation that came with the item.

3. Initiate the return: To start a return, you can either email us at hello@comfysoleau.com to speak to one of our customer support members, or you can initiate a return by accessing your customer account through this link here: https://shopify.com/76744196369/account

Please follow all instructions provided by our customer support members. This may involve filling out an online return form. Provide all the necessary details, such as your order number, contact information, and reason for return.

4. Wait for approval. One of our customer support members will manually review your return request and will notify you within 48 hours if your return has been approved or denied with relevant information. If approved, we will provide you with a return label to be printed and dropped off at a local post office. The cost of the return shipping will be deducted from your final return amount. Please keep any shipping receipts or tracking numbers as proof of return.

5. Monitor the return: Keep track of the return shipment using the tracking number provided by the shipping carrier.

6. Await confirmation and refund: Once we have received the returned item/s and verified its condition, we will send you a confirmation email. At this stage, you can expect a refund according to our refund policy. The time it takes to receive the refund can take up to 7 business days.

Payment

Payment types/methods, security, currencies, discount codes.

We accept all major forms of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards and PayPal that can be used for online transactions.

If you need longer to pay off your order, we also offer Buy Now, Pay Later options such as Afterpay and Klarna.

If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale).

Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’!

This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders.

Please check email offers for which items the code is applicable for.

All pricing for our store is listed in Australian dollars (AUD).

If you would like to change the currency that you view our website in, you can do so by scrolling to the bottom of our website and selecting the country and currency.

Your order will be processed in AUD.

Can't Find What You're Looking For?

If the answer you're looking for isn't in one of the pages above, it may be in our help centre.

Click here to contact one of our friendly team members, or press the live chat button in the bottom right corner.