Contact information

Welcome to the Amber Sole customer service page. We're happy to help with your order, a product, or any other aspect of shopping with us. This page explains how to reach us and how to get the quickest response.

How to Reach Us

The best way to contact Amber Sole is by email at contact@ambersole.com. Our customer service team reads every message and will reply personally.

Response Times

We aim to reply to all enquiries within 2 business days (Monday to Friday, excluding public holidays). Messages sent at weekends or on holidays are answered on the next business day. During busy periods, such as seasonal sales, replies may take a little longer.

How to Get a Faster Response

To help us assist you quickly, please include the following in your email:

  • Your order number (found in your order confirmation email)
  • The full name and email address used when placing the order
  • A clear description of your question or issue
  • Photos, if your enquiry concerns a damaged, defective, or incorrect item

What We Can Help You With

Our team can help with:

  • Orders: Order status, changes, or cancellations before dispatch
  • Shipping and delivery: Tracking, delivery times, and delivery problems
  • Products: Sizing, materials, care instructions, and availability
  • Payments and billing: Payment questions, invoices, and charges in EUR (€)
  • Returns and withdrawal: Exercising your right of withdrawal or returning an item
  • Faulty or non-conforming products: Claims under the legal guarantee of conformity
  • Privacy and personal data: Requests about the personal data we hold about you

Right of Withdrawal

Under EU consumer protection law (Directive 2011/83/EU on Consumer Rights), you have the right to withdraw from your purchase within 60 days without giving any reason. This period begins on the day you, or a third party you name (other than the carrier), receive the goods.

To exercise this right, send a clear statement of your decision to contact@ambersole.com before the 60-day period ends. Please include your order number. Once we receive your request, we will send you instructions for returning the item. We will refund all payments received, in EUR (€), within 60 days of receiving your withdrawal notice. We may withhold the refund until we have received the goods back or you have provided proof that you sent them, whichever happens first.

For full details, please see our Refund and Return Policy.

Legal Guarantee of Conformity

All products sold by Amber Sole are covered by the legal guarantee of conformity under EU law (Directive (EU) 2019/771). This guarantee lasts at least 2 years from delivery. If an item is defective or does not match its description, please email us with your order number, a description of the problem, and photos where possible. Depending on the case, we will arrange a repair, replacement, price reduction, or refund, in line with your statutory rights.

Data Protection and Privacy Requests

Amber Sole processes personal data in accordance with the General Data Protection Regulation (GDPR – Regulation (EU) 2016/679). You may contact us at any time to exercise your rights. These include the right to:

  • Access the personal data we hold about you
  • Correct inaccurate data
  • Have your data erased
  • Restrict or object to processing
  • Receive your data in a portable format
  • Withdraw consent, where processing is based on consent

Please write "Data Protection Request" in the subject line of your email. We will respond within one month of receiving your request, as the GDPR requires. You also have the right to lodge a complaint with the data protection supervisory authority in your EU country of residence.

For more information, please see our Privacy Policy.

Complaints and Dispute Resolution

If you are not satisfied with our products or service, please email us first. We are committed to resolving any issue fairly and promptly. If we cannot reach a solution together, you may contact the consumer protection authority or an alternative dispute resolution (ADR) body in your country of residence. This does not affect your right to take legal action before the competent courts.

Contact

Do you have a question, request, or feedback? We'd love to hear from you.

Amber Sole
Email: contact@ambersole.com

We aim to respond within 2 business days.