01. Buying from Sole Lab
Who Sole Lab is, what it sells, how the catalogue is sourced, and how prices are set.
What is Sole Lab?
Sole Lab is an online sneaker and streetwear marketplace based in India, founded in 2019 and previously operating as SneakersByKS. It sells sneakers, apparel, watches, bags and accessories from brands including Nike, Air Jordan, New Balance, Hoka, Salomon, adidas, ASICS, On Running, Timberland, UGG, Supreme, Gymshark and Alo Yoga.
Sole Lab operates exclusively online and ships across India from its operational warehouses, with New Delhi as the primary location.
Does Sole Lab have a physical store?
No. Sole Lab operates exclusively online and does not run a retail store. All orders are placed on solelab.in and shipped from Sole Lab's operational warehouses in India.
Where does Sole Lab source its products?
Sole Lab works with established and trusted sourcing channels, and evaluates every product on its provenance, condition, documentation and product details before it enters the verification process. Authentication begins at this stage, before physical inspection, because sourcing is the first control on what enters the catalogue.
Are the product images the exact pair I will receive?
Images on Sole Lab product pages are reference images. The product page states that the actual product may differ slightly in colour, texture or appearance because of lighting, camera angle or display variation. The model, colourway and SKU shown are the model, colourway and SKU you receive.
Are Sole Lab products brand new?
[CONFIRM CONDITION LANGUAGE BEFORE PUBLISHING. Sole Lab's live pages describe products as genuine and quality-checked but do not currently state a condition standard such as brand new, deadstock or unworn. See Part 8.]
Why does the same sneaker cost different amounts in different sizes?
Price on Sole Lab follows availability at each individual size, so two sizes of the same model can carry different prices. This is normal in the resale market, where each size is sourced and priced separately rather than being produced to a single wholesale price.
Select your size first and the price shown updates to that size before you add the pair to your cart.
Does Sole Lab sell apparel, watches and accessories as well as sneakers?
Yes. Alongside sneakers, Sole Lab stocks apparel from brands including Supreme, Gymshark, Alo Yoga and adidas, watches, bags from brands including Coach, Michael Kors and Longchamp, and accessories including caps, socks and collectibles. Sizing, dispatch and return conditions can differ between footwear and apparel, so check the relevant product page.
How do I find out about upcoming releases?
Sole Lab publishes an Upcoming Releases page listing pairs due to land. It is linked from the main navigation. For questions about a specific release, contact the team by email or by direct message on the official Sole Lab Instagram page.
02. Sizing and Fit
Which sizing system Sole Lab uses, how to measure, and how fit differs between brands.
What sizing system does Sole Lab use?
Sole Lab lists footwear in UK sizes. Every footwear product page carries a Size Chart button that opens the chart for that brand, converting UK to US men's, US women's, US kids', EU, centimetres and foot length in inches.
Some listings show a combined label such as UK6(EU40). Where a listing shows both, the UK figure is the primary size.
How do I find my correct size?
Measure your foot length in centimetres and match that figure to the CM column on the size chart for the brand you are buying, then read across to the UK size.
Measuring is more reliable than converting from your size in another brand, because it does not carry that brand's fit assumptions across. To measure, stand on a sheet of paper with your heel against a wall, mark the tip of your longest toe, and measure from the wall to the mark. Measure both feet and use the larger figure.
Do different brands fit differently?
Yes. Fit varies between brands and between models within the same brand, which is why Sole Lab publishes a separate size chart for each brand rather than a single universal chart.
Use the chart linked on the product page you are buying. Read the product description for any note specific to that silhouette, and if you are between sizes, contact the team before ordering.
Which brands have their own size chart on Sole Lab?
Sole Lab publishes brand-specific size charts for Nike, New Balance, adidas, ASICS, Hoka, On Running, Salomon, Onitsuka Tiger, Dr Martens, Vans, Converse, Crocs, Anta, UGG, Yeezy and New Era caps, with separate men's, women's and grade-school charts where the brand's own sizing differs by category.
The correct chart for your pair is always the one linked from that product page.
Which size chart applies to Air Jordan?
[CONFIRM. Sole Lab publishes Nike men's, women's and grade-school size charts but no separate Air Jordan chart. Confirm whether Air Jordan listings should use the Nike chart, then publish that answer explicitly. See Part 8.]
What should I do if I am between sizes?
Measure your foot in centimetres and use the CM column of the brand chart rather than rounding by instinct. If your measurement falls between two rows, contact Sole Lab before ordering with the model, the measurement and both candidate sizes.
Because size changes after purchase are limited and depend on stock, it is worth resolving this before you place the order rather than afterwards.
Does Sole Lab stock half sizes?
Yes. Most footwear listings run in half-size steps, commonly from UK 3.5 upward, though the exact range available depends on the individual pair. The sizes shown on a product page are the sizes currently available for that pair.
Can Sole Lab advise me on sizing for a specific model before I order?
Yes. Email mysolelab@gmail.com or send a direct message on the official Sole Lab Instagram page with the product link and your foot measurement in centimetres, and the team will help you choose. Include both feet if they differ.
What happens if my size is not available?
If a size is unavailable at the point of order, Sole Lab may fulfil the available product, offer you the option to wait for a restock, offer an alternative size subject to availability, suggest a different product of equal or higher value, or issue store credit for the billed amount.
The team will contact you before any of these is applied.
03. Dispatch and Delivery
How long dispatch takes, what the two windows mean, when the clock starts, and how tracking works.
How long does Sole Lab take to deliver?
Each product page shows the dispatch window for that pair, either 7 to 10 or 18 to 20 working days, together with an estimated dispatch date for the size you have selected. That figure is the time to dispatch, not the time to your door.
Courier transit is added after dispatch. You receive a tracking link by email as soon as the parcel leaves the warehouse, and that link is the accurate source for the delivery date.
Is the window on the product page a dispatch time or a delivery time?
It is a dispatch time. The product page states that the pair ships in the selected number of working days and gives an estimated dispatch date, which is the date the parcel is handed to the courier. Transit time is added on top of that.
What is the difference between the 7 to 10 and 18 to 20 day options?
The options available depend on the individual pair, and Sole Lab shows the applicable options on every product page, synced to the size you have selected. Select your size first, then the shipping method, and the estimated dispatch date updates to match. Where only one option is shown, that is the option that applies to that pair.
RECOMMENDED UPGRADE
Recommended upgrade once the mechanic is confirmed: state plainly that the 7 to 10 window applies to pairs already held in a Sole Lab warehouse and the 18 to 20 window applies to pairs sourced through Sole Lab's channels after the order is placed. No Indian competitor explains this, and explaining it converts a wait into a reason rather than a delay.
When does the dispatch window start counting?
The window runs in working days from order confirmation. Sole Lab's warehouse operates Monday to Saturday and is closed on Sundays and national holidays, so those days are not counted.
Does every product have the same delivery timeline?
No. Timelines are set per product, and the applicable window is shown on each product page. Some products are sold on a pre-order basis, in which case the estimated timeline is stated on the product and checkout pages. Check the product page before ordering rather than assuming a sitewide figure.
Is tracking provided?
Yes. You receive an order confirmation email at your registered address when the order is placed, and a tracking link by email once the order is dispatched, which lets you follow the shipment in real time.
Does Sole Lab ship across India?
Yes. Sole Lab ships across India from its operational warehouses, with New Delhi as the primary location. Deliveries are made Monday to Saturday depending on courier operations.
Does Sole Lab ship internationally?
[CONFIRM. The live shipping policy describes Indian warehouses and domestic delivery and does not address international orders. Confirm whether international shipping is offered, and if so on what terms, before publishing an answer. See Part 8.]
What happens if my order is delayed?
Delays caused by courier partners sit outside Sole Lab's control, though the team will try to expedite a shipment where possible. If your tracking has stalled or the estimated date has passed, email mysolelab@gmail.com with your order number and the team will take it up with the courier.
What happens if I miss the delivery?
Courier partners attempt delivery twice. If both attempts are unsuccessful the order is returned to Sole Lab, and re-shipping will incur additional charges. Make sure the delivery address and phone number on your order are correct, because Sole Lab is not responsible for shipments lost through incorrect address information.
My parcel arrived damaged. What should I do?
Contact Sole Lab immediately at mysolelab@gmail.com with your order number and clear photographs of the parcel and the product. Where you have an unboxing video, include it. The support team will review the case and guide you to the appropriate resolution.
04. Authenticity and Verification
How Sole Lab verifies stock, what is checked, and what happens if a pair does not pass.
Are all sneakers sold by Sole Lab authentic?
Yes. Sole Lab is committed to selling authentic sneakers, and every pair goes through the applicable sourcing, inspection and verification process before it is cleared for sale. Sole Lab does not knowingly sell counterfeit sneakers.
How does Sole Lab verify sneakers?
Verification runs in two stages. It begins at sourcing, where products are evaluated on provenance, condition, documentation and product details before they enter the catalogue. It continues with a physical inspection of the pair across seven checkpoints.
The process deliberately assesses the pair as a whole rather than relying on a single tell, because counterfeits can replicate individual details convincingly while failing on the consistency between components.
What does Sole Lab check during authentication?
Seven checkpoints. Product and SKU verification against expected specifications. Box and packaging inspection, including labels, printing and product information. Label and tag inspection, covering size tags, manufacturing information, fonts and stitching. Construction and materials, covering panels, finishing, shape and craftsmanship. Branding and detailing, covering logos, typography, placement, embroidery and prints. Sole, insole and internal details, covering outsole, midsole, cushioning and internal construction. Finally an overall quality assessment of the complete pair.
Does Sole Lab use third-party authentication?
For certain high-value, limited-edition, highly sought-after or difficult-to-authenticate sneakers, additional independent verification may be considered where appropriate. Where independent authentication documentation is available or applicable to your order, the team can provide the relevant details on request.
Independent verification is not applied to every pair. Every pair does go through Sole Lab's own sourcing and inspection process.
What happens if a pair does not pass verification?
A pair that does not meet Sole Lab's applicable sourcing and verification standards is not cleared for sale, so it does not reach a customer.
What does 100% authentic mean at Sole Lab?
It means the product has passed Sole Lab's applicable sourcing and authentication checks and has been cleared for sale by the team.
Sole Lab also recognises that authentication is an evolving field, and that new releases, regional variations and increasingly sophisticated counterfeits mean the process requires continuous attention and learning.
Can I ask about the authenticity of a specific pair before I order?
Yes. Email mysolelab@gmail.com with the product link and your question, or send a direct message on the official Sole Lab Instagram page. If independent authentication documentation applies to that pair, the team can tell you what is available.
What if I believe the pair I received is not authentic?
Contact Sole Lab at mysolelab@gmail.com with your order details and clear photographs and video of the product. The team will review the concern and take the necessary steps to investigate and resolve the matter in accordance with Sole Lab's authenticity and refund policies.
Keep the original packaging, tags and accessories while the review is open, and do not send anything back before the team confirms the return instructions.
05. Orders, Changes and Cancellations
What happens after you pay, and what can still be changed.
How do I know my order was placed?
You receive a confirmation email at your registered email address once the order is placed. If it has not arrived, check your spam folder first, then email mysolelab@gmail.com with the name and phone number used at checkout.
Can I cancel my order after placing it?
Cancellation depends on the product and on the stage at which the order is being processed. Some listings state on the product page that cancellation is not available for that item.
If you need to cancel, email mysolelab@gmail.com with your order number as soon as possible. The earlier the request reaches the team, the more options remain.
Can I change my size after ordering?
Size changes are handled as exchanges rather than edits, and depend on stock and on the return conditions that apply to that product. Some listings state on the product page that exchanges are not available.
Email mysolelab@gmail.com with your order number and the size you need as early as possible, and the team will check what is possible.
Can I change my delivery address?
Contact mysolelab@gmail.com with your order number as soon as you notice, because an address can only be corrected before the parcel is handed to the courier. Sole Lab is not responsible for shipments lost through incorrect address information.
Can Sole Lab cancel my order?
Sole Lab reserves the right to refuse or cancel an order in cases including pricing or listing errors, suspected fraud, and stock issues. Where a size or product turns out to be unavailable, the team will contact you with the available options before anything is applied.
06. Returns, Exchanges and Refunds
What is covered, what is excluded, how to raise a request and how refunds are paid.
Can I return sneakers that do not fit?
[CONFIRM BEFORE PUBLISHING. Sole Lab's refund policy page describes returns, size exchanges and refunds in general terms, while the product page states that cancellations, returns and exchanges are not offered on those items. These two statements cannot both be published. See Part 8, item 2.]
Safe interim answer: return and exchange eligibility depends on the product, and the applicable terms are stated on the product page. Where a size exchange is possible it is subject to stock. Contact Sole Lab before sending anything back.
What is covered by Sole Lab's return policy?
A product that arrives damaged, defective or incorrect, or that has an issue covered under the return and refund policy, can be raised with the team within the applicable return window. The team reviews the issue and guides you through the next steps.
How long do I have to raise a return?
[CONFIRM. Sole Lab's refund policy refers to an applicable return window but does not state its length anywhere on the live site. A number must be set and published before this question can be answered. See Part 8, item 3.]
How do I raise a return or refund request?
Email mysolelab@gmail.com, or send a direct message on the official Sole Lab Instagram page, with your order number, the reason for the request, clear photographs of the product, and an unboxing video where applicable.
Do not ship anything back before the team confirms. Contacting first lets Sole Lab register the request and give you the correct return instructions.
What condition does a returned product need to be in?
The product must be in the condition in which it was received, including its original packaging, tags, accessories and any other accompanying items where applicable.
Products that have been worn, used, altered, washed, damaged after delivery, or returned without the required packaging may not be eligible for a return or refund.
Are limited-edition products excluded from returns?
Certain products, including limited-edition and specially ordered items, are subject to specific return conditions. The applicable terms are stated on the product page, so read that section before ordering rather than after.
Can I exchange an item for a different size?
Size exchanges are subject to product availability and to the return and exchange conditions that apply to that product. Email mysolelab@gmail.com with your order number and the size you need, and the team will check availability and guide you through the process.
How are refunds paid, and how long do they take?
Once a refund has been approved and initiated by Sole Lab, the amount is processed back to the original payment method where applicable. The time taken for it to appear in your account depends on your payment provider and your bank.
What if I receive the wrong product?
Contact Sole Lab as soon as possible after delivery with your order number and clear photographs and video of the product and packaging. The team will review the issue and, where applicable, arrange a replacement or refund in accordance with the policy.
Are shipping charges refundable?
[CONFIRM. The live refund policy does not state whether shipping charges are refundable, or who pays return shipping. See Part 8.]
07. Payments, Pricing and Charges
How you can pay, what the price includes, and what is not added at delivery.
What payment methods does Sole Lab accept?
[CONFIRM BEFORE PUBLISHING. Payment methods are not listed anywhere on the live Sole Lab site. The terms of service confirm only that payments are processed through secure third-party gateways and that orders are confirmed after successful payment. See Part 8, item 4.]
Does Sole Lab offer cash on delivery?
[CONFIRM. No cash on delivery option is stated anywhere on the live site. Given that competitors advertise partial-payment COD models on high-value pairs, this needs a definitive yes or no. See Part 8, item 4.]
Does Sole Lab offer EMI?
[CONFIRM. No EMI option is stated anywhere on the live site. See Part 8, item 4.]
Is my payment secure?
Payments on Sole Lab are processed through secure third-party payment gateways, and an order is confirmed only after payment succeeds. Sole Lab does not hold your card details.
Are prices shown in Indian rupees?
Yes. Prices on solelab.in are shown and charged in Indian rupees.
Do prices include taxes?
[CONFIRM. The price displayed at checkout is the amount charged, but the live site does not state whether taxes are included in the listed price. Confirm the correct wording with the Sole Lab finance side before publishing. See Part 8.]
Will I be charged customs or import duty?
No. Orders are shipped from Sole Lab's operational warehouses in India, with New Delhi as the primary location, so a delivery within India carries no import duty or customs charge.
What does shipping cost?
[CONFIRM. Shipping charges and any free-shipping threshold are not stated on the live shipping policy. Note that re-shipping after two failed delivery attempts does incur an additional charge. See Part 8.]
08. Support
How to reach Sole Lab and what to include so the first reply resolves it.
How do I contact Sole Lab?
Email mysolelab@gmail.com, use the support form on the Sole Lab support page, or send a direct message on the official Sole Lab Instagram page. Include your order number and the relevant details in your first message, because it lets the team resolve the query in one reply rather than three.
What are Sole Lab's working hours?
The Sole Lab warehouse operates from 11:00 to 20:00, Monday to Saturday, and is closed on Sundays and national holidays. Deliveries are made Monday to Saturday depending on courier operations.
How quickly does Sole Lab respond?
[CONFIRM. No response-time commitment is published on the live site. A stated commitment, even a conservative one such as one working day, is a meaningful trust signal and is easy to keep. See Part 8.]
Can I ask a question before I order?
Yes, and it is encouraged, particularly on sizing and on which dispatch window applies to a pair. Email mysolelab@gmail.com or send a direct message on the official Sole Lab Instagram page with the product link and your question.