FAQ & Contact Us

Do I get a first order discount?

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Can I mix styles to enjoy BOGO 30% off?

All styles (except for final sale or accessories) can be mixed and matched to qualify for BOGO 30% off discount. Simply enter discount code "TWIN30" to enjoy 30% off every 2nd item* in your order.

*Discount is applied on lower priced items. For Corporate/Wholesale Orders, please contact us.

Can I use more than 1 discount code on my order?

Only 1 code can be used per order. The 1st order discount code can be used later and does not expire even if you place a bundle order first.

What promotion does Anothersole run?

We believe in sustainable consumption and we do not mark up to mark down with sales all the time. We avoid producing excessively and many styles are limited in quantities.

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We reserve the rights to modify/terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subject to change without prior notice. In the event of a dispute, Anothersole.com decision is final.

Final sale items are not eligible for monetary refund.

Can I track my package after placing an order?

You’ll receive a shipment notification email with your tracking number, once your package is being collected by our delivery partner.

Can I amend my order?

We will accept changes to your order before they are processed by the 3rd party warehouse. Please email us within an hour of ordering to make changes to your order.

Can I cancel my order?

Once your order has been placed successfully, you will not be able to cancel it.

I did not complete the entire checkout process? Will my item(s) remain in my cart?

All items that you have added to cart remain in your cart for 14 days until you place the order or removed from cart.

The items are subject to availability at time of ordering.

My order was cancelled due to online security checks or stock availability, how will I be refunded?

If your order was cancelled and your payment was made successfully, you'll be refunded via your original payment mode. Please allow up to 14 working days for payment to be refunded. Once your refund is processed, you will receive a notification email. After we refund you, it might take some time to be reflected on your account depending on your bank. If you have not received your refund after 7 working days of receiving our refund email, contact your bank/payment provider directly for assistance.

Will items placed in my cart be reserved for me?

Placing an item in your cart does not guarantee availability. It is on a first-come-first-served basis.

I did not complete the entire checkout process? Will my item(s) remain in my cart?

All items that you have added to cart remain in your cart for 14 days until you place the order or removed from cart.

The items are subject to availability at time of ordering.

My order was unsuccessful, what should I do?

If your order was not successfully placed, please check the correct (matching your card details) address, postal code and authentication code (if applicable) were used. This is an enhanced security feature to guard against credit card fraud.

I received an error when placing my order, what should I do?

Please email a screenshot of the error page, or copy the error message to customerservice@anothersole.com

What payment methods do you accept?

We accept Visa, Mastercard credit/debit cards via Paypal and Shopify Pay.

What currency will I place my order in?

We have a multi-currency selector on our website (top right) to shop in your preferred currency.

How can I edit/cancel my order?

Please write in to us with your order number by emailing us here.

Please note: your order is processed automatically. Depending on how far along your order is, we may not be able to make the update in time, but we will try our best to accommodate the change. Any requested changes will impact the entire order, and individual items cannot be edited or canceled. Once an order has been fulfilled and shipped by our warehouse, we cannot edit the shipping address.

Where do you ship and how much is shipping?

We offer free express shipping to major cities in the world on all eligible orders.

If you do not see a shipping option for your country during checkout, please email us at customerservice@anothersole.com.

For orders in Singapore, please visit our Singapore website here.

Which courier do you use?

We use DHL Express for door to door deliveries worldwide. DHL Express Global teams ensure fast delivery with end-to-end tracking and customs clearance. It usually will take 2-5 working days to deliver. From our base in Singapore, shipments can reach California within 3 days and Sydney within 24 hours of dispatch!

P.S. DHL requires your phone number, which is why we request it during checkout.

Can you deliver to P.O. boxes?

Not for now. We offer door-to-door deliveries only to an office/residential address.

When will my order arrive?

Most DHL shipments should arrive within 3-5 business days after sending. Orders placed before 2PM Singapore time will be shipped on the same day. Orders received after 2PM on Friday will be considered a Monday order. We don't ship on weekends or public holidays.

Do I have to pay duties & taxes on my order?

Depending on where you live, you may have to pay import duties and taxes when your order arrives in your country.

Note - there’s no tax for orders under USD800 for the USA and GST is absorbed for Australian orders.

Can I request for a tax refund?

We do not accept tax refunds for purchases made at Anothersole.

How do I track my order?

You'll receive a shipping confirmation email with a tracking number once your parcel is packed. You can track your parcel here.

Should I be present to receive my delivery?

We recommend you elect to receive your parcel in person to prevent the risk of loss or theft of which we are not responsible.

Does my order come with a guaranteed delivery date?

Deliveries are made on Monday - Friday between 9 am - 7 pm, except for weekends and holidays.

Please note that the expected delivery date is at best our approximation and can vary due to custom delays, shipping restrictions, payment authorization, online security checks, and stock availability.

Online security check is a preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and raudulent dealings. We may request for additional information and documents for payment verification. In such cases, your order may be delayed for security checks.

What if I reject the shipment?

If your order is already shipped before you want to cancel, you can reject the shipment when it arrives and let us know. We will refund you the order amount after reducing any shipping cost including the extra shipping cost for return shipment.

Any orders with unsuccessful delivery attempts due to buyers failing to settle customs duties and taxes and/or be uncontactable will be canceled. The amount paid will be refunded after subtracting the costs for round-trip shipment and USD10 handling fee.

Stolen or missing parcel?

Once the order has been delivered to your given address, it is considered as fulfilled. Anothersole shall not be held responsible for any lost orders after goods have been delivered with proof of delivery. Please ensure someone is there to receive the package.

Can I change my shipping address?

We cannot change the address after we ship the parcel.

How is a failed delivery processed?

Most of our delivery agents make two attempts to deliver a parcel. If the first round of delivery is unsuccessful, the agent will contact the recipient using the given contact number for a second delivery. If the recipients fail to receive the parcel after the first two delivery attempts, the parcel will be returned to Anothersole.

Are there any restricted areas you do not ship to?

We are unable to ship to PO box, military or protected areas. We are also unable to ship to any non contiguous states/territories or offshore Islands. (e.g Marshall Island, Canary Islands, Saint Martin, French Guiana etc). Shipping surcharges for failed deliveries to any such restricted areas will be borne by you.

What is your return policy?

We offer returns for refunds, free exchange or credits that never expire. Please note that each order is only eligible for one free exchange.

We ask for your returns of unworn item(s) in their original condition (mint condition, tags attached, shoes in shoe boxes) within 30 days of receipt.

Final sale items and gift cards can't be returned. taxes and duties are not refundable.

Please only return from the country to which your order was originally delivered.

For promotional orders with specific return policies, the specified terms & conditions prevail.

Strictly no monetary/credit refunds for orders placed using ‘BD40’ and ‘SECRET40’ discount codes.

Money Back Guarantee

Shop Anothersole with minimal risk with our Money Back Guarantee!

Receive a full refund to the original payment method on all applicable orders. Please allow 3 business days for your refund to be processed after we receive your parcel in Singapore.

However, we hope you will understand that we ask you to assume responsibility for shipping the item(s) back to us at 44 Jalan Kelabu Asap, Singapore 278237.

As a small, independent company based in Singapore, we unfortunately don't currently have the economies of scale to cover the cost of international return shipping.

To initiate your return, please do the following:

Step 1. Navigate to the returns page.

Step 2. Enter your email and order number.

Step 3. Select refund and state the reasons for the return.

Step 4. We will email you with further instructions within 2 working days.

Free exchange/never-expire store credits

Need a different size or design? We got you covered! Enjoy free international return for a different size/product or store credits that will never expire. To initiate your return, please do the following:

Step 1. Navigate to the returns page.

Step 2. Select the item(s) you would like to return and the reasons you are returning them.

Step 3. We will email you one prepaid return shipping label per order with instructions within 3 work days.

Step 4. Print the prepaid shipping label provided and attach it to the package. Drop off at the nearest DHL location or arrange for a pickup.

Step 5. After your item(s) is processed in Singapore, you’ll receive a store credit for the full price value of the item(s) purchased. Use the credit to place a new order and express shipping is free.

Once you initiate your return, choose to receive a store credit. We are unable to offer automatic exchanges right now.

For order issues such as damaged, defective, or wrong items, please contact us here.

What happens to my discount if I were to do an exchange?

You'll be emailed a store code amounting to the full price value of the item(s) you returned. In another words, you do not need to top up any money to exchange for a same priced item.

Does the store code for an exchange expire?

The store code will never expire.

How does Anothersole fit compared to Vans, Nike or Adidas sneakers?

The Anytime Flats are designed with a sleek tapered silhouette that fits very differently from most bulky sneakers.

Choose 1 size larger than your sneakers for The Anytime Flats if your feet are broader and fuller in girth.

Our comprehensive fit guide on all product pages which will help guide you through.

What size should I buy?

Our shoes are made in standard medium - European fit with 200,000 pairs shipped globally. Many of them returning customers.

The Anytime Flats should fit snugly in the beginning. Due to the tapered design in front, you may feel a little tightness across - especially on broader/fuller feet. This is expected and entirely normal.

The unlined leather stretches to fit you perfectly and quickly. Please make sure there’s some toe room (about one finger thick) from the first time you try them on. The laces can also be adjusted to suit your comfort.

We recommend you to refer to the product details for each shoe to determine your size. You can also find the EU and US size equivalent on the product page. If your feet are wider and full, we advise you to size up. The fit should also never be loose as it will stretch further.

If you're still unsure which size will work best for you, contact us for additional advice. If the fit doesn’t work out the first time, you can start an exchange on applicable purchases.

Can Anothersole help with my foot issues?

Our Anytime Flats are soft and flexible with a single layer of soft leather directly stitched onto a flexible rubber sole. They are very much like gloves on feet.

The footbed is designed with a raised arch and a pillowed heel using an anti-bacterial, high density sports open cell foam. The feet breathes easier and is cushioned from the daily strains of an active lifestyle.

Many with flat feet, plantar fasciitis or has chronic tired feet due to long periods on their feet have reported immediate relief from wearing our shoes.

While they definitely provide relief for such wearers - We ask you seek professional advice for your foot problems.

The Anytime Flats is not suited for people with “rolling ankles” as they need a firmer back counter to hold the ankles in place. Over pronating ankles pushes the leather to the sides resulting in leather damage from abrasion.

We are also unable to offer specific measurements nor guides on adapting our shoes to your custom orthotics.

Will the shoes cause abrasion/blisters initially?

We have received many positive reviews on their wonderful first wearing experience but everyone's feet are different with varying shapes and measurements. The width of the foot and shape of the toes can differ greatly between two persons. Some have the length of a 38 but the width of a 41.

For those reasons and others, some may experience chaffing initially. You can wear the new shoes for shorter periods initially to allow the leather to adapt to your feet first.

You can wax the afflicting areas of the shoes to reduce abrasion or hammer down any joints. The unlined leather will accomodate by stretching to a custom fit under normal deviations. Please understand this is not considered a defect for reasons stated above.

Do reach out for help if you need further instructions.

Will the outline of my toes be visible when wearing Anothersole?

Yes and with very good reasons.

The Anytime Flats uses a single layer of high quality leather stitched onto the rubber sole. Think of them as soft gloves wrapping your feet in luxury.

Some customers may see the shape of the toes especially on fuller and broader feet. This is expected and becomes less pronounced over time.

The leather quickly adapts to your feet for a perfect fit. Many customers with bunions love how the leather stretches over the bone without pressing against it.

We can make the shoes roomy and add stiff linings but who honestly want to wear grandma shoes nowadays? We have built a product that is makes you feel comfortable and look beautiful.

Enjoy this signature look of Anothersole. You will quickly understand this one shoe has won over more than 200,000 happy feet globally.

Could there be differences between what I receive and what i see on your website/social media posts?

Leather is organic in nature and unique - no two leathers are identical. Uneven grains and creases, slight imperfection, uneven tonality and little spots, veins marks and insect bites are characteristics of natural leathers and are not defects.

In addition, lighting used during photography and screen monitors’ resolution could be reasons for perceived color differences.

Will the same size fit differently in a different material?

Softer and thinner leathers like goat leather feels different to a thicker leather like milled bovine leather. The difference in thickness and hand-feel will result in a different first fit experience.

Just ensure the length is right, with a little toe room. The leathers will stretch out quickly after some wears.

Should I wear socks with Anothersole?

Yes, please wear dark colored no-show socks especially for our darker colors.

Some color migration is expected during initial wears or worn when the shoes are wet. (Be assured that consumer safe pigments are used for our leathers and are tested for VOC limits). The colour migration will reduce with wearing.

There are many advantages in doing so:

   • Helps to absorb moisture from your feet for hygiene.

   • Avoid staining your feet. The dark colored socklets will shield your toes from the dye and can be washed off.

How do i take care of my Anothersole?

Our leathers are curated from the best tanneries globally. Leathers, like our skin, require tender loving care to keep them supple and lasting. See below -

Protection

Always spray clear leather protectant on shoes before wearing to prevent liquid stain.

Refer to the product page material care instructions if any.

Repeat when necessary from time to time.

Avoid contact with water, oil and harsh chemicals.

Wet shoes

Remove the footbeds and wipe them down. Stuff newspapers inside the shoe to absorb moisture. Air dry the wet shoes in a well ventilated area naturally.

Never place the products under a direct heat source or under the sun to avoid leather damage.

Mold

Always air dry your shoes after wearing them before storage as our feet sweat close to half a cup of sweat daily.

Do not store your damp/wet shoes in an enclosed space to prevent the growth of spores/bacteria.

Avoid storing your shoes with other mold damaged products even after wiping away the visible mold to avoid cross contamination.

Keep leather products away from damp/humid areas.

Use anti-mold products and dehumidifiers to keep storage dry.

Consult a professional leather restorer for mold damge repair.

Maintenance

Apply suitable leather care products to keep the leather soft and supple.

Use a clear leather protector spray to guard against liquid stains and spotting.

Use a damp lint free cloth with mild soap to wipe down the shoes and footbed.

Use a suede brush to clean suede leather gently.

Metallic foil leathers are more fragile compared to a coloured leather due to the thin metallic foil laminated on the leather. It can be scruffed or damaged due to abrasions and need extra care when wearing.

Do not use wax/cream based leather products on suede, nubuck and our burnished leathers as it will damage or darken the leather significantly.

If unsure, just use a damp cloth to wipe away dirt or suede brush to dislodge dirt. Or check in with us and we can advise you easily.

Here are more care tips that we love.

The shoes I want are sold out!

Our products are restocked regularly, depending on stock availability and demand. You can find them in our back in stock page.

Help us decide on what to restock by clicking on "Email when available" on the product page. You will receive an email when that item is back in stock.

How often is the website updated with new products?

New arrivals are introduced weekly. Make sure you follow us on instagram @anothersoleofficial and subscribe to our emails to be notified of new drops.

Do you provde repair service?

We do not provide repair service. Email us or live chat with us if you need some advice.

Does Anothersole offer price adjustments?

Any form of price adjustment to order is not applicable.

What's Anothersole's phone number?

We do not offer phone support at this time. Email us and we'll do our best to get back to you as soon as possible. Make sure to include any relevant details like an order number, email, photos, or anything that helps us understand the issue quickly.