Shipping policy

At AmberSole, we are committed to delivering your order safely and providing clear information throughout the shipping process.

This Shipping Policy explains how we process, dispatch, track, and deliver orders to customers across Europe and other supported destinations.

By placing an order with AmberSole, you agree to the terms described below. Nothing in this policy limits any mandatory consumer rights available under applicable European Union or national consumer protection laws.

1. Order Processing Time

Orders are generally processed Monday through Friday, excluding applicable public holidays.

  • Standard processing time: 1–3 business days after your order is placed and payment is successfully confirmed.
  • Orders placed on weekends or public holidays will normally begin processing on the next business day.
  • During promotional campaigns, major product releases, Black Friday, holiday periods, or other periods of unusually high demand, processing may take up to 5 business days.
  • If an item becomes unavailable or an unexpected delay significantly affects your order, we will contact you using the contact information provided at checkout and explain the available options.

Once your order has been dispatched, you will normally receive a shipping confirmation containing your tracking information.

2. Shipping Destinations

AmberSole ships to supported destinations across Europe.

Available shipping destinations, methods, and rates may vary depending on:

  • Delivery country;
  • Postal code;
  • Product availability;
  • Package size and weight;
  • Carrier availability;
  • Local shipping restrictions.

If shipping is not available to your destination, this will normally be indicated during checkout or our customer support team will contact you if an issue is identified after your order is placed.

3. Estimated Delivery Times

Unless otherwise stated during checkout, international orders generally have an estimated transit time of approximately 7–21 business days after dispatch.

Please note that the total time between placing your order and receiving it includes both:

  • Order processing time; and
  • Shipping/transit time.

For example, an order requiring 1–3 business days of processing will begin its estimated shipping period after dispatch.

Delivery estimates are provided for guidance and are not guaranteed delivery dates unless we expressly agree to a specific delivery deadline.

Delivery may occasionally take longer due to carrier delays, customs processing, public holidays, severe weather, unusually high shipping volumes, transportation disruptions, or other circumstances outside our reasonable control.

4. EU Delivery Rights

Where European Union consumer protection rules apply, and unless a different delivery period has been specifically agreed with you, goods should generally be delivered without undue delay and no later than 30 days after the contract is concluded.

If an order is not delivered within the agreed period or the legally applicable period, you may have the right to request delivery within an additional reasonable period.

If delivery still does not occur within that additional period, you may be entitled to cancel the contract and receive a refund in accordance with applicable consumer law.

In certain circumstances, including where delivery by a particular date was essential and this was agreed in advance, additional waiting time may not be required by applicable law.

5. Shipping Costs

Shipping costs are displayed in euros (EUR / €) whenever applicable and will be shown before you complete your purchase.

Shipping rates may vary depending on factors such as:

  • Destination country;
  • Shipping method;
  • Order value;
  • Package weight;
  • Package dimensions;
  • Carrier rates.

The applicable shipping charge will be displayed at checkout before payment is confirmed.

If AmberSole offers free shipping promotions or minimum-order thresholds, the applicable conditions will be displayed on our website or during checkout.

6. Taxes, Customs Duties, and Import Charges

Depending on the shipping origin, delivery destination, order value, and applicable tax arrangements, an order may be subject to VAT, customs duties, import charges, or other government fees.

Where taxes, duties, or similar charges are collected by AmberSole at checkout, this will be indicated as part of your order total.

Where such charges are not collected at checkout, additional amounts may be assessed by customs authorities, postal operators, or shipping carriers where permitted by applicable law.

The treatment of VAT and customs charges may vary by country and shipment.

Customers should review the final amount displayed at checkout and any applicable delivery information before confirming an order.

Nothing in this section limits any obligation AmberSole may have under applicable law to provide clear information about the total price and applicable charges before a purchase is completed.

7. Order Tracking

Once your order has been dispatched, you will normally receive tracking information by email or through another contact method provided during checkout.

Please allow approximately 24–48 hours after dispatch for tracking information to begin updating, as carriers may require time to scan and register a parcel in their network.

If customer accounts are available on our website, you may also be able to view your order status through your account.

In some cases, international shipments may be transferred between different carriers during transit. As a result, tracking updates may temporarily pause or a local tracking number may be assigned.

8. Shipping Address Accuracy

Please carefully review your shipping information before completing your purchase.

You are responsible for providing accurate and complete information, including:

  • Full name;
  • Street address;
  • House or apartment number;
  • Postal code;
  • City;
  • Country;
  • Telephone number where required.

If you notice an error after placing your order, please contact AmberSole Customer Support as soon as possible.

We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that changes will be possible once fulfilment has started.

If a parcel cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping costs may apply for reshipment where permitted by applicable law.

9. Delivery Responsibility and Risk

Where AmberSole arranges delivery using a carrier offered or selected by us, responsibility for loss or damage during transportation remains with AmberSole until the goods are physically received by you or by a third party designated by you, other than the carrier, as required by applicable consumer law.

If you independently arrange transportation using a carrier that was not offered by AmberSole, different rules regarding transfer of risk may apply.

If your order is lost or damaged before delivery, please contact us so that we can investigate and provide the appropriate remedy.

10. Shipping Delays

Although we aim to deliver orders within the estimated timeframe, delays can occasionally occur.

Possible causes include:

  • Carrier network disruptions;
  • Customs inspections;
  • Severe weather;
  • Public holidays;
  • High seasonal shipping volumes;
  • Transportation disruptions;
  • Incorrect or incomplete delivery information;
  • Local delivery restrictions;
  • Events outside our reasonable control.

If we become aware of a significant delay affecting your order, we will make reasonable efforts to provide updated information.

Your statutory rights regarding delayed or missing deliveries remain unaffected.

11. Lost Packages

If your tracking information shows no meaningful movement for an extended period or your estimated delivery period has passed, please contact AmberSole Customer Support.

We may open an investigation with the relevant carrier or logistics provider.

Depending on the investigation and applicable consumer law, an order confirmed as lost may qualify for:

  • A replacement shipment; or
  • A refund to the original payment method.

Please do not assume that a parcel is lost solely because tracking has temporarily stopped updating. International shipments may occasionally go several days without a new tracking event while moving between logistics centres or countries.

12. Damaged Packages

Please inspect your order after delivery.

If your footwear or another purchased product arrives damaged, please contact AmberSole as soon as reasonably possible.

To help us investigate the issue, please provide:

  • Your order number;
  • Photographs of the product;
  • Photographs of the packaging;
  • Photographs of the shipping label where relevant;
  • A brief description of the problem.

Reporting visible transport damage promptly helps us investigate the issue with the carrier.

However, failure to report a defect within a short voluntary notification period does not automatically remove statutory consumer rights relating to defective or non-conforming goods.

13. Packages Marked "Delivered" but Not Received

If tracking shows that your package has been delivered but you cannot locate it, please first:

  • Check with other members of your household;
  • Check with neighbours;
  • Check your building reception or concierge;
  • Check safe-place delivery locations;
  • Confirm that the delivery address on your order is correct;
  • Review any delivery photograph or carrier notification where available.

If the package still cannot be located, please contact AmberSole Customer Support so that we can investigate with the carrier.

A carrier marking a parcel as "delivered" does not by itself remove any consumer rights that may apply where the goods were not actually delivered to you or an authorised recipient.

14. Split Shipments

Orders containing multiple products may occasionally be shipped separately.

This may happen because products are stored at different fulfilment facilities, suppliers, or logistics locations.

If your order is split into multiple shipments:

  • You may receive more than one parcel;
  • Parcels may arrive on different dates;
  • Each parcel may have a separate tracking number.

You will not be charged additional shipping fees solely because AmberSole chooses to split an order into multiple shipments after purchase.

15. Multiple Fulfilment Locations

AmberSole may work with different suppliers, warehouses, and fulfilment partners.

As a result, orders or individual items may be dispatched from different locations.

The country from which a parcel is dispatched may therefore vary depending on the product, availability, and fulfilment arrangement.

This may also result in different tracking routes or delivery times for products contained in the same order.

16. Order Changes and Cancellations

If you need to change or cancel an order, please contact AmberSole Customer Support as soon as possible after placing the order.

We process orders quickly, so we cannot guarantee that a cancellation or modification will be possible once the order has entered fulfilment or has been dispatched.

If an order can no longer be cancelled before shipment, you may still have the right to return the goods after receiving them in accordance with our Returns & Refund Policy and applicable statutory withdrawal rights.

17. Failed Delivery Attempts

If the carrier is unable to deliver your parcel, it may:

  • Attempt delivery again;
  • Leave the parcel at an authorised collection point;
  • Provide instructions for arranging redelivery;
  • Return the parcel to the sender.

Customers should monitor tracking information and carrier notifications where available.

If an order is returned because it was not collected or because delivery repeatedly failed for reasons attributable to the customer, reasonable reshipping costs may apply where permitted by law.

18. Refused Packages

If you refuse delivery without first contacting us, the parcel may be returned through the carrier's logistics network.

Please note that refusing a parcel is not always equivalent to properly exercising a statutory right of withdrawal.

If you wish to withdraw from your purchase, we recommend notifying AmberSole clearly in accordance with our Returns & Refund Policy.

Where legally permitted, reasonable costs resulting from an unjustified refusal or failed delivery attributable to the customer may be deducted or charged, subject to applicable consumer law.

19. Restricted Destinations

Shipping may not be available to every location.

Certain countries, regions, islands, remote areas, postal codes, or territories may be unavailable due to:

  • Carrier restrictions;
  • Logistics limitations;
  • Legal requirements;
  • Trade restrictions;
  • Product restrictions.

If we cannot legally or operationally fulfil an order to your selected destination after payment has been received, we will contact you and provide an appropriate refund.

20. Returns

For information regarding returns, exchanges, the statutory right of withdrawal, defective products, and our voluntary 30-day return policy, please review our Returns & Refund Policy.

Approved refunds are generally issued to the original payment method in euros (EUR / €).

21. Consumer Rights

This Shipping Policy is intended to operate alongside applicable European consumer protection laws.

Nothing in this policy excludes, restricts, or replaces any mandatory right that cannot legally be waived.

If any provision of this Shipping Policy conflicts with a mandatory consumer protection requirement applicable to your purchase, the mandatory legal requirement will prevail.

22. Changes to This Shipping Policy

AmberSole may update this Shipping Policy from time to time to reflect changes in our:

  • Shipping methods;
  • Carriers;
  • Fulfilment arrangements;
  • Delivery destinations;
  • Business practices;
  • Legal requirements.

The latest version will be published on our website with an updated revision date.

Changes will not retroactively remove statutory rights relating to orders already placed where such changes would be prohibited by applicable law.

Contact Us

If you have questions about shipping, tracking, delivery, or an existing order, please contact:

AmberSole Customer Support
Using the contact information provided on our website.

Please include your order number when contacting us about an existing purchase so that we can assist you more efficiently.

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