Questions about Medisole Insoles
Have you worn insoles before or are your feet not accustomed to extra support? It’s normal for the insoles to feel a bit uncomfortable initially; it can take some time to adjust to the extra support. Give your body time and gradually increase the use of the insoles. If you’ve adjusted to the use, are outside the return period, and still can’t get used to them, the Medisole insoles you chose might not be suitable for your body. Please feel free to contact us, and we will be happy to assist.
Have you thought about removing the original insoles from your shoes and replacing them with your Medisole insoles? Often, people forget to remove the original insoles first. Perhaps the insoles are not suitable for your favorite shoes. Have you tried them in another pair of shoes? Did you choose the correct size? For a high instep or in-between sizes, such as 37 to 38, we generally recommend choosing the smaller size. If needed, you can always return your insoles and order a different size. Check the size chart on the website for our advice. You can also trim the insoles if necessary. While it’s not our preference, you can trim a few millimeters from the front or side for a better fit in your shoe. Use the original insole from your shoes as a guide for the correct fit. Note: If you trim the insole, it can no longer be returned. Only trim if you are sure it’s necessary.
Use our store locator to find a point of sale near you for personal advice.
The lifespan depends greatly on usage and the user’s weight. Over time, the effectiveness will decrease, so it’s important to replace the insoles in a timely manner. On average, a pair of insoles lasts about 6 months. It’s advisable to remove the insoles from your shoes after use so they can dry for the next day. This helps to prolong their lifespan.
Allow them to dry outside the shoes. Do not try to speed up the drying process by placing them on a heat source, as this can cause the insoles to deform or the material to shrink or crack. If the insoles do not have enough time to dry due to perspiration and/or frequent use, it’s advisable to purchase a second pair of Medisole insoles so they can be alternated.
Clean them regularly with lukewarm water and a cloth. Ensure that the insoles are completely dry before using them again.
Perhaps these insoles are not suitable for you and your body needs different insoles. Feel free to call us at +31(0)416 20 91 90 for advice. If nothing helps, we recommend visiting a foot specialist.
Perhaps these insoles are not suitable for you and your body needs different insoles. Feel free to call us at +31(0)416 20 91 90 for advice. If nothing helps, we recommend visiting a foot specialist.
Yes, you can. While it’s not our preference, it is possible to trim a few millimeters from the front or side for a better fit in your shoe. Use the original insole from your shoes as a guide for the correct fit. Note: If you trim the insole, it can no longer be returned. Only trim if you are sure it’s necessary.
Yes, always remove the original insoles first before replacing them with Medisole insoles.
Medisole insoles are packaged in pairs.
Questions about Your Account
You can easily register via this link: https://medisole.com/mijn-account/
An account is not mandatory but useful! You can view your recent orders, manage your shipping and billing addresses, and edit your password and account details.
You cannot delete your account yourself, but send us an email and we will handle it accordingly. support@medisole.nl
General Questions
Our office is open Monday through Friday from 08:30 to 17:00.
By phone: +31(0)416 20 91 90
By email: support@medisole.nl
Do you have a complaint?
By phone: +31(0)416 20 91 90
By email: support@medisole.nl
Chat via the website
Each complaint is handled individually and in consultation; we do not have fixed guidelines for this. Please do not hesitate to contact us; everything is negotiable.
Questions about Your Order
Yes, this is no problem. You will have this option when placing your order or you can change one of the addresses via your account.
If you have not yet received a track & trace code, you can contact us by phone at +31(0)416 20 91 90 or via chat until 15:00 on the same day you placed your order.
Unfortunately, this is not possible.
Questions about Delivery
We ship our packages with DHL.
At Medisole, orders placed before 15:00 are processed and shipped the same day. DHL guarantees delivery within 24 hours, except for weekends and public holidays.
Of course! Indicate this when placing your order, and we will ship it on the business day before you wish to receive the package.
Delivery to your home or a service point is free for the Netherlands and Belgium.
Yes, you will receive a Track & Trace code from Sendcloud once your order has been handed over to DHL.
This can be done by phone until 15:00 on the same day that you placed your order.
DHL will attempt to deliver your package to your neighbors. If this is not possible, they will try again at another time or take it to a service point. In both cases, you will receive a notification with the location of your package and, in the case of a service point, the opening hours.
We tried this in the past, but it unfortunately led to many complaints. Therefore, we chose to use parcel post for shipping.
Questions about Your Invoice
You will receive it by email as standard. You can also view your invoices at any time via the webshop in your account area under orders.
Sometimes an email with the invoice might not arrive. If you do not have an account to download the invoice, you can request a new one: By phone: +31(0)416 20 91 90
By email: support@medisole.nl
Questions about Returns
You can return the received insoles within 30 days of receipt.
Register your return via this link: https://medisole.shipping-portal.com/rp/ and follow the instructions. Make sure you have the track & trace or order number from your order handy.
Because processing a return has a significant impact on the environment, we charge a return fee of €4.95. These costs will be automatically charged at the end of the return process via our portal. After payment, you will receive your return label by email to print or a barcode which you can have scanned at the DHL service point of your choice.
Once Medisole has received your returned insoles, you will receive your refund within a few days.
Yes, that’s no problem. Feel free to use a replacement packaging; it’s especially important that you package the insoles well when returning them.
If you’ve used the insoles, are outside the return period, and still can’t adjust to them, the Medisole insoles you chose might not be suitable for your body. Please feel free to contact us, and we will be happy to assist.
No, unfortunately, direct exchanges are not possible. To receive the desired insoles, you can place a new order and return the other pair.
Follow the return procedure of the respective seller.
