At Sole & Trail, we specialise in footwear repair, resoling, cleaning and restoration. Every pair is assessed individually, and the repair we recommend will depend on the footwear, its condition and how you intend to use it.
Can’t find the answer you need? Email support@soleandtrail.co.uk with clear photos of your footwear, including the soles and any damaged areas.
Before ordering
Can my footwear be repaired?
Most footwear can be repaired, but this depends on its construction, materials and overall condition.
Damage to the upper, midsole, lining or structure of the footwear may affect whether a reliable repair is possible. For advice before ordering, email us clear photos from several angles, including the soles and any damaged areas.
Do I need to contact you before placing an order?
Not usually. If you know which repair or sole you require, you can order directly through the website.
Please contact us first if:
• You are unsure which repair to choose
• You would like us to recommend a sole
• The footwear has several damaged areas
• The repair is not listed on our website
• You have specialist or unusual footwear
• You need the footwear returned by a particular date
What should I include in a repair enquiry?
Please include:
• Clear photos of both shoes
• Photos of the soles and damaged areas
• The brand and model
• Your shoe size
• How you use the footwear
• The terrain and conditions you normally use it in
• The repair or Vibram sole you are considering, if known
The more information you provide, the easier it is for us to recommend the most suitable repair.
Do you repair all footwear brands?
We repair footwear from a wide range of brands, including trail running, road running, hiking, climbing, barefoot, heritage and everyday footwear.
Some footwear constructions are more suitable for repair than others. If your brand or model is not listed on the website, email us with photos.
Do you only fit Vibram soles?
Vibram is at the heart of much of what we do, and we stock a wide selection of Vibram soles and rubber compounds.
We may also use other trusted repair materials where they are more suitable for the footwear or repair required.
Can I choose my replacement sole?
Yes, where the chosen sole is compatible with the footwear.
Not every sole can be fitted to every shoe. Shape, width, profile, construction, flexibility and intended use can all affect compatibility.
If we believe another option would provide a better or more reliable result, we will contact you and explain our recommendation.
I don’t know which sole I need. Can you recommend one?
Yes. Tell us how you use the footwear and what you would like to improve.
Useful information includes:
• The type of terrain
• Wet or dry conditions
• Road, trail or mixed use
• The level of grip required
• Flexibility or cushioning preferences
• Whether the footwear is for casual or performance use
We can then recommend the most appropriate options available.
Can you make my footwear more grippy?
In many cases, yes.
We offer soles for different environments, including mud, wet rock, mixed trails, road use, walking and everyday wear.
No sole can prevent every slip. Grip will vary depending on the surface, weather, wear and how the footwear is used.
Placing an order
How does the mail order repair service work?
Choose and purchase the repair through our website, then post your footwear to us using the instructions provided with your order.
Once the footwear arrives, we assess it before beginning the repair. We will contact you if we discover additional damage, required work or a compatibility issue.
Once completed, your footwear will be returned using a tracked delivery service.
What should I put inside the parcel?
Please include:
• Your name
• Your order number
• Your contact details
• Any important repair instructions
Your order number is particularly important because it allows us to match the footwear to your online order.
Do I need to use the original shoe box?
No. Please use a strong box or suitable mailing bag that protects the footwear during transport.
Avoid oversized packaging where possible, as this may increase the cost of sending your footwear to us.
Should I clean the footwear before sending it?
Please remove excessive mud, stones and loose dirt before posting your footwear.
The footwear should also be dry. Wet or heavily soiled footwear may delay the repair and could require an additional cleaning charge before work can begin.
Should I remove the laces and insoles?
You may leave standard laces and insoles in place unless instructed otherwise.
Please remove specialist insoles, orthotics, electronic devices or valuable accessories that are not required for the repair.
How should I post my footwear?
Use a tracked postal or courier service and keep your receipt and tracking information until we confirm the footwear has arrived.
The cost and responsibility for sending the footwear to us remain with the customer.
Where should I send my footwear?
Please use the delivery address shown in your order confirmation.
Our workshop is based at:
Sole & Trail
11 The New Shambles
Kendal
Please make sure your name and order number are included inside the parcel.
Can I bring my footwear into the workshop?
Yes. You can bring footwear to our Kendal workshop during our opening hours.
Some repairs can be assessed immediately, while more complicated work may need to be examined in the workshop before we can confirm the available options.
Repair times
How long will my repair take?
Most repairs are currently completed within approximately 2 to 3 weeks of arriving with us.
This is an estimated turnaround rather than a guaranteed completion date. Times may vary depending on:
• Current workshop workload
• The complexity of the repair
• Material availability
• Additional damage discovered during assessment
• Specialist components or colours
• Seasonal demand
We will contact you if a significant delay is expected.
Can you complete an urgent repair?
Please contact us before ordering if you have a deadline.
We will always be honest about whether the required date is achievable. Please do not send footwear needed for a race, event, holiday or trip without checking with us first.
Will you tell me when my footwear arrives?
Tracking from your chosen courier is normally the quickest way to confirm delivery.
During busy periods, there may be a short delay between the parcel arriving and the order being checked into the workshop.
Will you contact me when the repair is finished?
Yes. Online orders will be updated when the repair is complete and ready to be returned.
Please make sure the email address and delivery information entered during checkout are correct.
Repairs and resoling
Will the replacement sole look exactly like the original?
Not always.
A replacement sole may differ in tread, colour, thickness, shape or finish from the original factory sole. Handmade repair work may also show small variations between each shoe.
We aim to produce a neat, balanced and durable repair that works with the existing footwear.
Will a resole change how my footwear feels?
A replacement sole can slightly change how footwear feels.
However, we carefully select and prepare our materials with the aim of maintaining the intended weight, profile, flexibility and overall character of the footwear as closely as possible.
Some differences may still be noticeable because replacement soles can vary in tread design, rubber compound, thickness and construction. These may affect:
• Grip
• Weight
• Flexibility
• Ground feel
• Cushioning
• Sole profile
• Stiffness
We will recommend a sole that works appropriately with the footwear rather than simply fitting the heaviest or most aggressive option available.
Can you change road running shoes into trail shoes?
Sometimes, depending on the construction of the footwear.
Adding a more aggressive outsole can improve traction, but it does not change the complete design of the shoe. The upper, midsole, stability and protection will still be based on the original road running shoe.
Can you repair worn midsoles?
Some midsoles can be rebuilt or repaired, while others cannot.
Foam can deteriorate through age, compression and use. A new outsole will not restore cushioning that has worn out inside the midsole.
We will contact you if the midsole appears too damaged to support a reliable repair.
Can you repair holes in the upper?
Many holes, splits and damaged seams can be patched or stitched.
The final appearance will depend on the material, location and extent of the damage. Repairs are intended to strengthen the area, but they may remain visible.
Can you repair waterproof footwear?
Yes, but a repair cannot always restore or preserve the original factory waterproofing.
Stitching, wear, cracked materials and damaged membranes may allow water to enter. We take care during the repair process, but we cannot guarantee that previously waterproof footwear will remain completely waterproof.
Can you repair Gore-Tex footwear?
Often, yes.
The repair will depend on where the damage is located. Work involving stitching, punctures or worn lining materials may affect the waterproof membrane.
Can you repair just one shoe?
Repairs are normally completed as a pair where balance, sole height, appearance or performance could otherwise be affected.
For smaller repairs, it may be possible to work on a single shoe. Please contact us before ordering if you only intend to send one.
Will the repair last as long as the original footwear?
The lifespan of a repair depends on the footwear, materials, terrain, frequency of use and how the shoes are cared for.
A new outsole can considerably extend the life of the footwear, but it does not make the remaining upper, lining or midsole new again.
Assessment and additional work
What happens if you find more damage after the footwear arrives?
We will contact you if additional work is required or if the repair you ordered is not suitable.
We will not carry out significant additional chargeable work without your agreement.
What happens if my footwear cannot be repaired?
We will explain why we do not believe the repair is suitable or likely to provide a reliable result.
Return postage may still be payable if the footwear needs to be sent back without work being completed.
Can you refuse a repair?
Yes. We may decline work where:
• The footwear is structurally unsafe
• The materials have deteriorated beyond reliable repair
• The requested repair is incompatible
• The footwear is heavily contaminated
• We believe the repair would provide poor value
• We do not believe the repair would last or perform properly
We would rather be honest than complete a repair we do not believe will provide a satisfactory result.
Can you guarantee an exact colour match?
No. Repair rubber, thread, leather, adhesives and other materials may differ slightly from the original.
Colours can also change through age, sunlight, cleaning and wear. We will aim for the closest practical match unless a contrasting finish has been requested.
Cleaning and restoration
What types of footwear can you clean?
We clean many types of footwear, including:
• Trainers
• Trail running shoes
• Walking boots
• Leather footwear
• Suede and nubuck
• Sandals
• Everyday footwear
Each pair is assessed individually so we can select the safest and most appropriate cleaning method.
Do you steam clean every pair?
No. Most footwear is cleaned by hand using suitable products, brushes and techniques.
Steam is used only where we believe it is appropriate and beneficial for the material and condition of the footwear.
Will every stain be completely removed?
No. We always aim to achieve the best possible result, but some stains and permanent discolouration may not be fully removable.
Results depend on the material, age, previous treatments and type of staining. Dye transfer, oil, paint, mould, chemical damage, UV yellowing and deeply absorbed marks can be particularly difficult or impossible to remove completely.
Can cleaning alter the colour or finish?
It is possible, particularly with aged, delicate, heavily stained or previously treated materials.
Suede, nubuck, leather and dyed fabrics can react differently to moisture and cleaning products. We use suitable methods and take reasonable care, but some variation in colour, texture or finish may occur.
Can you remove odours?
We offer treatments that can reduce odours and refresh footwear.
However, odours caused by deeply absorbed moisture, bacteria, mould or material deterioration may not be removed completely.
Delivery and returns
How much is return postage?
Return postage for online repair orders is currently charged at £3.99, using a tracked delivery service, unless the product page or checkout states otherwise.
Can you return several pairs together?
Where practical, multiple completed orders may be returned together.
Please contact us if you are sending several pairs and would like them combined into one return parcel.
Do you deliver outside the UK?
Please contact us before ordering from outside the UK.
International delivery costs, customs charges, import duties and restrictions may apply. These are the responsibility of the customer.
What happens if my parcel is lost on the way to you?
You are responsible for the footwear until it has been delivered to us.
Always use a tracked service and retain proof of postage. Any claim for a parcel lost before delivery must be made with the postal or courier company used to send it.
What happens if my return parcel is delayed?
We use tracked delivery where available.
Courier delays can occasionally occur after a parcel leaves our workshop. Check the tracking information first, then contact us if there has been no movement or the parcel appears to be lost.
Payments, changes and cancellations
When do I pay for the repair?
Online repair services are normally paid for when the order is placed.
For workshop enquiries or repairs requiring assessment, we will explain when payment is required.
Can I change my repair after ordering?
Contact us as soon as possible.
Changes may be possible before work begins. Additional charges may apply if you select a different sole or require extra work.
Can I cancel my order?
Contact us immediately if you need to cancel.
Once repair work has begun, materials have been prepared or a customised service has been started, cancellation may no longer be possible.
What happens if additional payment is required?
We will contact you with an explanation and payment request before carrying out additional chargeable work.
A delay in responding or making payment may delay completion and return of the footwear.
Aftercare and problems
How should I care for repaired footwear?
Allow wet footwear to dry naturally at room temperature.
Avoid placing footwear directly on radiators, heaters or other strong heat sources, as excessive heat can damage adhesives, leather, foam and waterproof membranes.
Remove mud regularly and use care products suitable for the footwear material.
Do repairs come with a guarantee?
We stand behind the quality of our workmanship.
If you believe there is a problem with a repair, stop using the footwear and contact us as soon as possible with your order number and clear photos.
Normal wear, accidental damage, misuse, unsuitable care, damage elsewhere on the footwear and failure of original materials are not considered faults with the repair.
This does not affect your statutory rights.
What should I do if I am unhappy with the result?
Email support@soleandtrail.co.uk with:
• Your name
• Your order number
• A description of the issue
• Clear photos
Please contact us before attempting to alter, reglue or repair the footwear yourself, as this may prevent us from properly assessing the issue.
Contacting Sole & Trail
What is the best way to contact you?
Email is our main point of contact:
Using email allows us to keep photographs, repair details and previous messages together so we can provide a more accurate and efficient response.
Can I contact you through Instagram or Facebook?
You can still follow our work through social media, but repair enquiries and customer support should be sent by email.
Messages spread across several platforms are difficult to track and may be missed.
How quickly will you reply?
We aim to reply as quickly as possible during working hours.
During busy workshop periods, weekends, holidays or events, replies may take longer. Sending all the required information in your first email helps us answer more efficiently.
Still need help?
Email support@soleandtrail.co.uk with clear photographs of your footwear, including the soles and any damaged areas. Please also tell us how you use the footwear and what you would like the repair to improve.