FAQ

Have you got questions regarding your order? Not sure about something on our website? Take a peek here at the most frequently asked customer questions and see if your inquiry is answered. Returns, exchanges, orders, shipping and cancellation are all covered. Burning questions about gift vouchers? Here are the answers!

Questions about shipping

No, you can place your order without having an account.

Our orders are shipped via An Post or GLS. Both are tracked methods of delivery and will require a signature upon delivery. We will send you the details of your delivery via email as soon as your order is shipped. We recommend you provide an address where someone will be available to sign for your package upon arrival. 

Yes, every order is provided with a tracking number. You will receive an email with the tracking number as soon as your order ships.

We will need 1-3 business days to process your order. Once dispatched your order will take 1-3 business days to reach you.

Yes, we do but due to high shipping costs incurred and the potentially long delivery time, we suggest ordering from our friends at So Dança USA

Questions about discoiunts and promotions

Yes. We are selling gift vouchers, but you can only redeem them in sodancastore.com website.

Keep your eye on our Instagram Page for updates.

Please contact our customer support team at orders@sodancastore.com with this query. 

Please contact our customer support team at orders@sodancastore.com with this query. 

Please contact our customer support team at orders@sodancastore.com with this query.

Questions about orders

If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

Contact us if you are experiencing any problems with your order. Our customer support team are available Monday - Friday 10 - 5 to answer your questions. 

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately, this means that sometimes we will be unable to make any changes as it’s already being processed at the warehouse. You’ll need to call us ASAP to find out if your order has been processed or not.

Please double-check the shipping policy, cut off times for ordering and the date which we said it will be delivered by. You can check the delivery timelines here. If it's after 9pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s still on its way. Your delivery date needs to have passed for us to be able to investigate where your order is.

If your delivery date has passed, please contact us at orders@sodancastore.com and have your order number ready.

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is: have you had your dispatch email? If yes, then it's on its way. You can track your order using the tracking information from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is still probably waiting to leave us. Send us an email on orders@sodancastore.com if you have any queries about your order.

General questions about products

We do not sell pointe shoes online. We believe, above all, in safe dance practice and that means having pointe shoes fitted correctly by professionally trained fitters. Call your local So Dança retailer to have your pointe shoes fitted by a trained fitter.

If the product you need is out of stock keep checking back, some of our items do come back in. Alternatively, send us an email and we can let you know for sure when the item will be available again.

All sizes listed on our website are UK sizes. As some dance shoes fit quite differently to each other, each individual product has a sizing recommendation in the Product Details section. The easiest way to pick the correct size will be to find a pair of your own shoes that fits well, check what size these shoes are (in UK size) and then follow the "Fit" advice in the Product Details section. Visit our Size Chart Page for more information.