UPSOLE / HERE TO HELP

Good questions.
Clear answers.

Orders, fit, delivery and everything in between.

Frequently Asked Questions

Orders & Payments

How do I place an order on UPSOLE?

Choose your preferred sneaker, select your size and add it to your cart. Proceed to checkout, enter your delivery details and complete the payment using any of the available payment options.

You can shop directly at www.upsole.com.

What payment methods do you accept?

Available payment methods will be shown at checkout and may include UPI, debit cards, credit cards, net banking, wallets and Cash on Delivery where available.

Payment options may vary depending on your location and order value.

Is Cash on Delivery available?

Cash on Delivery may be available for selected serviceable PIN codes.

If COD is available for your location, the option will appear automatically during checkout.

How will I know that my order has been confirmed?

Once your order is successfully placed, you will receive an order confirmation using the contact details entered during checkout.

If you do not receive a confirmation, please contact us at hello@upsole.com.

Can I change or cancel my order after placing it?

If your order has not yet been processed or dispatched, contact us at hello@upsole.com as soon as possible.

We will do our best to accommodate the request, although changes or cancellations cannot be guaranteed once the order has entered the shipping process.

Shipping & Delivery

Where does UPSOLE deliver?

We currently deliver to serviceable PIN codes across India.

Delivery availability is determined by our logistics partners and may vary by location.

How long will my order take to arrive?

Estimated delivery timelines depend on your PIN code and courier serviceability.

You will receive tracking information once your order has been dispatched. Delivery may occasionally take longer during public holidays, launches, sale periods or due to circumstances outside our reasonable control.

How can I track my order?

Once your order has been shipped, tracking details will be shared through the contact information provided during checkout.

If your tracking information has not updated for an unusually long time, email us at hello@upsole.com with your order number.

What should I do if my order is delayed?

If your order has crossed the estimated delivery period, contact us at hello@upsole.com.

Our team will check the shipment status with the logistics partner and assist you further.

What if the tracking status shows delivered but I haven’t received my order?

First check with family members, reception, security personnel or anyone else who may have accepted the shipment on your behalf.

If you still cannot locate it, contact us promptly at hello@upsole.com with your order number so we can raise an investigation with the courier partner.

Sizing & Fit

How do I choose the right UPSOLE size?

We recommend checking the size guide available on the product page before placing your order.

Where possible, compare the measurements with a pair of sneakers that already fits you comfortably rather than relying only on your usual size number.

What if the size doesn’t fit?

Unworn shoes may be requested for exchange within 3 calendar days from the date of delivery, subject to our Return, Exchange & Refund Policy.

Size exchanges are subject to availability.

Are UPSOLE sneakers suitable for broader feet?

Our VELA sneakers are designed with a more accommodating forefoot, giving the toes additional room to sit naturally compared with aggressively tapered sneaker shapes.

Fit can still vary from person to person, so we recommend reviewing the size guide before ordering.

Can I try the shoes before deciding whether to exchange them?

Yes. We recommend trying your UPSOLE sneakers indoors on a clean surface.

Shoes that have been worn outdoors or show signs of use may not qualify for a voluntary exchange.

Exchanges & Returns

What is UPSOLE’s exchange policy?

Unworn footwear can be requested for exchange within 3 days from delivery, provided the shoes remain in their original condition and the original packaging is intact.

Can I exchange my shoes for another size?

Yes. Eligible unworn shoes can be exchanged for another available size within the 3-day exchange period.

Size availability cannot be guaranteed.

Can I exchange my shoes for another product?

Eligible exchanges may be processed through an UPSOLE credit note, which can be used toward the approved replacement product.

Any applicable difference in product value will be communicated before the exchange is completed.

Will I receive a credit note for an exchange?

Yes. A UPSOLE credit note may be issued for approved exchanges.

Credit notes issued for voluntary exchanges are not redeemable for cash.

Do I have to pay shipping for a size exchange?

For an approved size exchange, UPSOLE will arrange the exchange without additional shipping charges in accordance with our Return, Exchange & Refund Policy.

Can I return a product because I changed my mind?

UPSOLE does not offer general returns for change of mind, colour preference, fit preference or size selection.

Eligible size or product exchanges can instead be requested within the applicable exchange period.

When are returns accepted?

Returns and refunds are primarily accepted where the product received is:

  • Damaged
  • Defective
  • Incorrect
  • A different size from what was ordered
  • Materially different from what was represented
  • Otherwise eligible for a remedy under applicable law

What if I receive a damaged or incorrect product?

Email hello@upsole.com as soon as reasonably possible with:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Packaging photographs where relevant

Once verified, we will arrange the appropriate replacement, exchange or refund.

Is an unboxing video compulsory?

No.

An unboxing video may help us resolve certain delivery or damage claims more quickly, but the absence of one will not automatically invalidate a genuine claim.

What condition should the shoes be in for an exchange?

The shoes should be:

  • Unworn outdoors
  • Clean and unused
  • Free from dirt, stains or outsole marks
  • Returned with original tags, where supplied
  • Returned with the original UPSOLE shoe box and packaging

Please avoid putting courier tape or labels directly on the original shoe box.

Refunds

When can I receive a refund?

Refunds are generally available for qualifying damaged, defective, incorrect or materially misrepresented products.

Voluntary size or preference exchanges are normally handled through an exchange or credit note rather than a cash refund.

How long does a refund take?

Once approved, UPSOLE will initiate the refund within 7 working days.

After initiation, your bank, card issuer, UPI provider or payment gateway may take additional time to reflect the amount in your account.

How are Cash on Delivery refunds processed?

For eligible COD refunds, we may request verified bank-account or UPI details to process the refund.

These details will be used only for refund-related purposes in accordance with our Privacy Policy.

Sale & Promotional Orders

Can sale products be returned?

Products purchased during a sale or promotional period are not eligible for voluntary returns.

However, this does not affect remedies for genuinely defective, damaged or incorrect products.

Can I exchange a sale product for another size?

Yes, eligible sale products may be exchanged for another size, subject to availability and the applicable exchange conditions.

Products & Materials

What makes UPSOLE VELA different?

VELA brings one distinctive sneaker silhouette across a range of individual colourways.

The collection combines lightweight EVA soles, soft PU cushioning, suede-finished insoles and an accommodating forefoot with a clean, contemporary design.

What type of sole does UPSOLE use?

VELA sneakers use a lightweight EVA sole, helping reduce unnecessary weight while keeping the sneaker comfortable for everyday use.

What type of insole is used?

Our VELA sneakers feature a soft PU insole with a suede fabric finish, providing cushioning with a smoother feel beneath the foot.

Are all UPSOLE sneakers exactly the same colour as the website images?

We make every reasonable effort to represent colours accurately.

However, slight differences may occur because of photography, lighting conditions and individual screen settings. Natural variations may also occur between materials and production batches.

Are small variations in texture normal?

Yes. Certain UPSOLE sneakers use materials and processes such as suede finishes, laser engraving and textured surfaces.

Minor variations in grain, engraving or surface character can naturally occur and do not necessarily indicate a manufacturing defect.

Sneaker Care

How should I clean my UPSOLE sneakers?

Cleaning methods depend on the materials used in your particular pair.

As a general rule:

  • Remove loose dust with a soft, dry brush
  • Use a slightly damp cloth for light surface cleaning where appropriate
  • Avoid harsh chemicals
  • Avoid machine washing unless specifically stated
  • Do not expose the shoes to excessive heat
  • Allow footwear to dry naturally in a ventilated area

For material-specific guidance, contact us at hello@upsole.com.

Can I put my UPSOLE sneakers in a washing machine?

We generally do not recommend machine washing unless the product-care instructions specifically state that it is safe.

Machine washing can affect adhesives, shape, surface finishes and other footwear components.

UPSOLE & Customer Support

Who operates UPSOLE?

UPSOLE is operated by GLAMPOSE.

How can I contact UPSOLE?

For order assistance, sizing, shipping, exchanges, refunds, products or general enquiries:

Email: hello@upsole.com
Website: www.upsole.com

Where is UPSOLE located?

UPSOLE / GLAMPOSE
G-320/321, RIICO Industrial Area,
Manda II, Chomu,
Jaipur, Rajasthan 303712, India

How quickly will customer support respond?

We aim to respond to customer queries as promptly as possible during business hours.

For order-related queries, please include your order number in your email so our team can assist you faster.

I still have a question. What should I do?

We’re happy to help.

Email us at hello@upsole.com with your question and our team will get back to you.