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FAQs

Can you explain the different leathers to me?

Why don't you have more sizes in stock?

Why don't you have more styles and colours?

Why don't you make vegan styles?

Why don't you do my favourite style anymore?

Why can you not guarantee the item is in stock if it is showing the size is available?

I've seen a great pair of Solovair on another website, why don't you have them?

Why don't you always offer free returns when other mail order companies do?

How long does it take to process my returns?

Are Solovair shoes unisex?

Trouble shooting
Why is the surface of the leather cracking and peeling?

The sole has split, what can I do?

Are my shoes waterproof?

Privacy & Security
Why do you want my e-mail address & telephone number?

How secure are my details?

Fit and Sizes
What happens if I don't like the items or they do not fit?

I'm confused about sizing! How do I know my size?

Caring for your shoes

 

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Can you explain the different leathers to me?
The different leather descriptions are listed below, all leathers require different care, please refer to 'Shoe Care' for more information.

Smooth Leather  The majority of Solovair boots are made using ’Smooth’ leather, this is a corrected leather. The Classic 8 eye Derby was originally a work boot and the leather used by both Solovair and Dr. Martens has always had all of its imperfections sanded smooth and then a manmade coating placed over the top, giving is a shiny appearance and a ‘smooth’ finish. 

Full grain leather  Full grain leather is higher quality leather, it is selected because it has no imperfections and the full-grained surface of the leather can be seen, along with the original hair cells. As this leather still has the original surface. It can be nurtured, polished and waterproofed by the owner. The leather will become softer over time with no chance of the surface becoming brittle and peeling as some ‘smooth’ leathers do.

 Greasy leather  This leather is full grain leather but impregnated with oil that gives it a supple and waterproof quality, the leather tends to be thicker too, taking a little longer to break in. Due to the ‘greasy’ finish you cannot get a shine on this kind of leather, it just needs to be fed with more wax balsam, oil or grease.

 Gaucho  This leather is the same as Greasy Leather (see above) the difference being that the same technique is applied to a lighter leather so every time the leather creases it leaves a mark/impression, which gives it a great distressed quality. All marks are removed by a new application of wax balsam or grease.

 Rub-Off  This is a technique applied to ‘Smooth’ leather products. The initial colour (e.g. Burgundy) is placed on the leather then a second colour is applied over the top e.g. Black. The topcoat is then ‘rubbed off’ to reveal the initial colour below. 

 Haircell Leather  Known as ‘Haircell’. All leather has fine hair cells that are visible to the naked eye (the pattern left by the hair follicle cells from the animals hide). When leather is ‘corrected’ (sanded smooth) to remove imperfections the hair cell pattern is also removed. It became fashionable to print the pattern of the haircells back onto the corrected leather in an effort to make it look a better quality. Haircell leather is corrected smooth leather with a haircell impression print applied.

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Why don't you have more sizes in stock?
We try and make sure that we have all sizes and styles in stock but due to the fact that all styles are made to order we are often caught out by an item’s popularity and our ability to have it made in time to keep our shelves full. Apologies to those of you who have not found what you were looking for, please do drop us an email though, often we can tell you when stock is next due in. 

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Why don't you have more styles and colours?
After 40 years in the business we have realised that although it would be great to have a cutting edge style each season the classics are what we do best and what most of our customers want. We let Dr Marten have their day in that field we sell the originals, and I believe the best!

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Why don't you make vegan styles?
We would like to but the market is quite small, and we can’t afford to hold the stock. Ask us and we can usually point you to company that does sell vegan Solovair footwear.

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Why don't you do my favourite style anymore?
We apologise if we are not carrying a favourite of yours - if it's no longer available it's generally because it simply did not sell well enough for us to hold the stock any longer.

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Why can you not guarantee the item is in stock if it is showing the size is available?
Although we do regular stock-takes and the level should be accurate, there is occasionally a small discrepancy. Human errors are sadly unavoidable in this area. I appreciate how disappointing it is to finally decide on the footwear you want only to discover it is not available.

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I've seen a great pair of Solovair on another website, why don't you have them?
We work as an independent retailer and we chose what styles to stock, NPS shoes are great in that they make the shoes how the client likes them, which is why we are able to have ours made with real full grain leather on a lot of our products.

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Why don't you always offer free returns when other mail order companies do?
Unfortunately we are a small company and to offer free returns would require price rises in the products. We try and avoid hidden costs.

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How long does it take to process my returns?
We will always try and process your returns as quickly as possible, but please allow up to 3 working days. Please note that it may take up to 3 to 5 working days for a refund to show on your statement.

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Are Solovair shoes unisex?
All of the shoes we sell are made on a Man’s last, which means that they are approx. half size bigger than women’s and are wider.

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Why is the surface of the leather cracking and peeling?
‘Smooth’ leather footwear can crack and peel over time due to its manufacturing process. If the leather below the surface becomes wet and swells it can cause the protective surface to separate. This can be caused by both hot feet and wet weather. 

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The sole has split, what can I do?
I have to confess that the sole splitting can be a problem, it is by no means a regular occurrence but something that has happened since Air cushioned soles first went into manufacture in 1959. As part of the manufacturing process the air cushioned sole is heat sealed by hand onto the shoe and occasionally after what can be very little wear it separates. Unfortunately the quality of the seal cannot be tested prior to the stresses and strains of actual wear. Please contact us so that we can assess the damage and advise.

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Are my shoes waterproof?
No, they are not. They don’t let water in generally and we hope to have all seams watertight but they are not walking boots and have no special protection. If your boots do let water in we suggest putting some waterproof grease (Dubbin) into the space between the leather and the trim, it will help.

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Why do you want my e-mail address & telephone number?
Primarily we ask as the courier company will not attempt to collect or deliver without contact details. We also ask for these details so we can contact you in case there is a problem with your order; for example, if there is a delivery problem and we need to contact the customer to resolve it. We also contact customers through e-mail with special offers and information. We do not make e-mail addresses or telephone numbers available to other companies. 

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How secure are my details?
Our secure-server software encrypts all your personal information including credit or debit card number and name and address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet. We use Secure Sockets Layer (SSL) software, which encrypts information you input. We reveal only the last few digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you. 

 


Here are some precautions we recommend you take: 

 

  • If using a public computer (such as in a library or Internet cafe) always log out when you've finished shopping on aircushionboot.co.uk
  • Keep your passwords to yourself. Anyone who knows your password can access your account. Try not to write down your passwords.
  • When creating a password, use at least eight characters. A combination of letters and numbers is best. Do not use dictionary words, your name, your partner's name, your e-mail address or other personal information that can be easily obtained.
  • You should change your password frequently.
  • Avoid using the same password for accounts on different websites.

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What happens if I don't like the items or they do not fit?
If you send the item back to us in an unworn condition (as you would wish to receive them) you can either exchange the item or have a full refund minus any postage you may have paid. Please go to our shipping and returns page for more information

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I'm confused about sizing! How do I know my size?
You can get sizing information by going to our Size page, however please be aware that shoe sizing can vary between styles - and fit is a very personal thing. It really depends on the individual item that you are interested in as some are designed to be more generous (or more fitted) than others. Remember that you can send things back if they are not right.

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Caring for your shoes
Depending on the finish you have chosen you will need slightly different products. Please visit our care page for information on individual products.

 

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