Orders & Shipping
How do I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number and a link to follow its progress. You can also visit the Track Your Order page and log into your account for the latest shipping status.
What shipping methods are available?
We offer several shipping options to meet your needs. Details on current carriers, delivery timelines, and any applicable charges can be found on our Shipping Information page. Complimentary shipping is available on orders over a specified amount during promotional periods.
Can I change or cancel my order?
We aim to process orders quickly. If you need to make a change, please visit the Customer Service portal immediately. We can only modify or cancel an order if it has not yet entered the shipping process.
What if my order is incomplete or has an issue?
We apologize if there is a problem with your order. Please inspect your shipment upon arrival. For missing items, incorrect products, or any quality concerns, please initiate a request through our Return An Item system so our team can assist you.
Returns & Exchanges
What is your return policy?
We want you to love your purchase. Most unworn items in original packaging can be returned within a specified period. For full policy details, instructions, and to start a return, please visit our dedicated Return An Item page.
How do I start a return or exchange?
The easiest way is to use our online return portal. Visit the Return An Item page, enter your order number and email address, and follow the step-by-step instructions to generate a prepaid return label and select your preferred resolution.
When will I receive my refund?
Refunds are processed to the original form of payment once we receive and inspect the returned item. Please allow time for the refund to post to your account after you receive our confirmation email.
Are there any non-returnable items?
For health and safety reasons, certain final sale items or customized products may not be eligible for return. These conditions will be clearly marked on the product page at the time of purchase.
Products & Services
How do I find the right size?
Finding your perfect fit is important. We provide detailed size charts and fit recommendations for every style. Please consult our comprehensive Size & Fit Guide before placing your order to ensure the best experience.
Do you offer wide or narrow widths?
Yes, we are committed to inclusive sizing. Many of our popular styles are available in extended width options. You can filter by width on our product listing pages or check the available options on individual product pages.
What are the key technologies in your shoes?
Our collections feature proprietary comfort technologies designed for all-day wear. Learn about our focus on cushioning, flexibility, and support by exploring our Technology page, which details the features built into each family of shoes.
How do I care for my shoes?
Proper care extends the life of your footwear. General recommendations include using a soft, dry cloth for cleaning and storing shoes in a cool, dry place. For style-specific care instructions, please refer to the information included with your product or on the product page at solelustre.com.
Website & Account
How do I create an account?
Creating an account allows you to track orders, save your information, and more. Click the ‘My Account’ icon on our site and select “Create Account.” You will need to provide a valid email address and set a password.
I forgot my password. How can I reset it?
On the login page, click the “Forgot Password” link. Enter the email address associated with your account, and you will receive instructions to create a new password.
How can I manage my newsletter subscriptions?
You can update your email preferences at any time by clicking the “Unsubscribe” link at the bottom of any marketing email we send or by managing your communication settings within your account profile after logging in.
Who do I contact for other questions?
For any questions not covered in this Help Center, our customer service team is ready to help. Please visit our Contact Our Team page to find the best way to reach us via our contact form.