Customer Service | SOREL Canada

  • How do I return an item(s) purchased on sorelfootwear.ca?

    SOREL customers can now initiate an online return by printing off a return label and dropping the items at your nearest post office. The return label is a flat $7 and the fee will be deducted from your refund instead of paying directly to the shipping carrier.

    To get the return label, follow the steps on our returns page where an email will be sent to you containing your return invoice and your return label. Simply print off both sheets of paper, seal the invoice inside the package, and stick the label on the outside of the package. To initiate a return now, click here.

  • What is flat rate shipping?
    Flat rate shipping means that no matter how much you buy, your shipping charge remains the same. We make it easy for you to stock up on our footwear without spending a fortune on shipping! As part of your checkout process, you'll be asked to choose a shipping option. We offer flat rates for standard and expedited shipping options, so choose the one that works best for you. Orders are shipped the business day after they are placed. Here are our shipping options:
      Shipping Rates
    Country Standard Express
    Canada $7.00 $18.00
  • Can I change or cancel my order once it’s been placed?
    We work hard to process your order quickly so that you receive it as soon as possible. Because we process orders so quickly, they cannot be interrupted once they have been placed. If you forgot to add something to your order before it was placed, please place a separate order for the additional item. It will ship to you in separate packaging, and will have its own unique order number and tracking link. If you'd like to cancel your order, you'll need to wait until it is received and then return it for a refund.
  • How long will it take to receive my order?
    We offer multiple methods of shipping. The table below illustrates delivery times:

    Standard Express
    2 Business Days: ON, QC
    4-10 Business Days: Rest of Canada
    Next Business Day: ON, QC
    & most centres
    3-4 Business Days: Rest of Canada

    Holiday Shipping Deadlines to arrive by December 25th:
    Shipping Method Order By Delivered By
    STANDARD SHIPPING
    (All areas except ON and QC)
    December 14th
    (11:00 PM EST)
    December 25th
    STANDARD SHIPPING
    (ON and QC only)
    December 16th
    (11:00 PM EST)
    STANDARD SHIPPING
    (For all Remote Locations)
    December 6th
    (11:00 PM EST)
    EXPRESS SHIPPING
    (All areas except ON and QC)
    December 18th
    (11:00 PM EST)
    EXPRESS SHIPPING
    (ON and QC only)
    December 19th
    (11:00 PM EST)
  • How can I check the status of my order?
    There are multiple ways to check the status of your order. You can visit the order status page, you can click the link to the tracking number on your shipping confirmation email, or you can contact us and we'll be happy to help you!
  • Can I exchange my SOREL purchase?
    The fastest way to get a replacement item is to place a new order! Place your new order for the item you would like, and return the one you don't need at your convenience. We will process your return and credit once we receive your package. To initiate an online return, click here.
  • How long do I have to return my items?
    Our warehouse needs to receive your return within 60 days of purchase to process a refund back to your original form of payment.

    • Your apparel must be in original and unworn condition, with tags still attached.
    • Your footwear must be in original and unworn condition, with the original box in new condition.

    Please send your package to:

    SOREL - Returns Department
    1425 Max Brose Dr.
    London, ON
    N6N 0A2
    *Returns are not prepaid, the customer is responsible for return shipping
  • How can I check the status of my return and refund?
    We process returns within 2 business days, and you will see an email from us when your return has been processed. If you have questions, feel free to contact us.
  • Can I place an order by email?
    We’ll be happy to assist you in placing an order over the phone, but are unable to accept orders through email. Contact us and we’ll be glad to help!
  • Can I return my SOREL purchase at a retail store?
    Retail locations do not accept returns from online orders. If you are within 60 days of your purchase date, check out our returns page to initiate an online return. If you are outside the 60 day window from the date of purchase, give us a call for further assistance.
  • Does SOREL Canada have retail stores?
    We do! Please visit our Store Locator page to find a location nearest you.
  • How can I locate a past season product not on your site?
    The majority of our current product line is available on our website; however, if you are looking for something from a past season, please email us. We may be able to assist you in locating the product through one of our retailers.
  • How can I obtain warranty service on my footwear?
    In Canada, our SOREL products are warranted for one year from the date of purchase. You may seek resolution directly through the retailer where you purchased your footwear. In many cases, the retailer will be able to assist you. If your retailer isn’t able to assist you, please email us directly.
    Footwear One-Year Limited Lifetime Warranty
    Jacket Limited Lifetime Warranty
  • Can I buy replacement liners or laces for my boots?
    We do offer replacement liners for many of our styles; however, we do not produce liners for boots manufactured prior to the year 2000. While we do not produce replacement laces, many of our customers find suitable options at their local sporting goods or specialty footwear store.
  • How do I find my size?

    Use our fit guide to help you measure your foot and determine the correct size for your purchase. Which is located here: Fit Guide

    A few things to be aware of before you use our guide:
    Make sure you are standing, wearing the socks, or stockings you will wear with your new shoes.
    This guide can only approximate your true shoe size because the foot is three-dimensional and you will be using a two dimensional measuring tool.

  • SOREL Gift Cards

    Please click on the attached image for our frequently asked questions regarding SOREL Gift Cards.

    SorelGiftCards.pdfSorelGiftCards.pdf

  • Where can I redeem my virtual merchandise credit?
    Virtual Merchandise Credits can be redeemed at any of our Outlet Stores across Canada except for our Employee store OR at any of our online websites.
  • Can I use my warranty virtual merchandise credit with a discount?
    You cannot combine the warranty virtual merchandise credits with affiliates, Professional Purchase, Friends and Family, Partner, or Employee discounts. If you would like assistance with placing your order, please give our customer care team a call.

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