Frequently Asked Questions

Sole Obsession is the UK's premium marketplace for authentic pre-worn socks. We connect verified sellers with collectors who appreciate genuine, authentic items. All transactions are secure, all sellers are verified, and all deliveries are 100% discreet.

No, you can browse all products and seller profiles without an account. However, you'll need to create an account to make purchases or subscribe to sellers.

Yes, Sole Obsession is strictly for adults aged 18 and over. All sellers must complete full identity verification (KYC) including ID document checks and facial recognition to confirm their age before they can list items.

Making a purchase is simple:

• Browse products or seller profiles
• Add items to your cart
• Proceed to checkout
• Enter your delivery address and payment details
• Receive confirmation via email

All payments are processed securely through Stripe. Your bank statement will show "SOLEOBSESSION" or "SO" as the merchant.

Subscription boxes are monthly deliveries of premium pre-worn socks. We offer three tiers:

• Starter (£32/month): 1 pair monthly from verified sellers, shipping included
• Premium (£96/month): 3 pairs monthly with priority seller access, custom preferences, exclusive drops access, shipping included
• Collector (£160/month): 5 pairs monthly with VIP seller matching, first access to new sellers, personalised notes, shipping included

You can choose your gender preference for sellers, and you can cancel anytime. Subscribers save compared to buying individually!

Yes! Many sellers accept custom requests. The Obsessed and Elite subscription tiers include custom request options. For one-off purchases, check the seller's profile or contact them directly through the platform to discuss specific requirements.

All sellers on Sole Obsession undergo rigorous verification:

• Full identity verification (ID document + facial recognition)
• Age verification (18+ only)
• Profile review by our team

Look for the verified badge on seller profiles. We also use automated content moderation to ensure all listings meet our quality standards.

Due to the nature of our products, we cannot accept returns for hygiene reasons. However, if your order arrives damaged, is significantly different from the description, or doesn't arrive at all, please contact us at enquiries@sole-obsession.co.uk within 14 days of purchase and we'll investigate and resolve the issue.

To become a seller on Sole Obsession:

• Click "Become a Seller" on our homepage
• Complete the application form with your details
• Verify your identity through our secure verification partner (Didit)
• Set up your Stripe account for payments
• Create your profile and start listing!

The verification process typically takes 5-10 minutes and requires a valid UK government-issued ID and a live selfie.

All sellers must complete full KYC (Know Your Customer) verification which includes:

• ID Document Check: Valid passport, driving licence, or national ID card
• Liveness Check: A quick facial recognition scan to confirm you're a real person
• Age Verification: Confirmation you're 18 or older

This protects both buyers and sellers, and ensures compliance with UK regulations. Your personal information is processed securely by our verification partner, Didit.

Sole Obsession operates on a simple 70/30 commission split:

• You keep 70% of every sale
• We take 30% to cover payment processing, platform maintenance, marketing, and support

There are no listing fees, no monthly subscription fees, and no hidden charges. You only pay when you make a sale.

Payments are processed through Stripe Connect. When you complete your seller setup, you'll connect your bank account through Stripe's secure platform. Your earnings are transferred directly to your bank account on a rolling basis (typically within 2-7 business days after a sale).

You can view your earnings, pending payouts, and transaction history in your seller dashboard.

All listings must comply with our Content Policy. Key rules include:

• No explicit adult content or nudity
• No violent or harmful imagery
• No profanity in display names or bios
• Accurate product descriptions
• Only list items you have and can ship

We use automated moderation (Google Cloud Vision) to scan all images. Content that violates our policies will be removed, and repeated violations may result in account suspension.

Yes! Premium seller status gives you enhanced visibility and features on the platform. Premium sellers get:

• Featured placement on the homepage
• Priority in search results
• Special badge on your profile
• Access to advanced analytics

Contact us at enquiries@sole-obsession.co.uk to learn about Premium seller options.

We accept all major payment methods through Stripe:

• Visa, Mastercard, American Express
• Apple Pay and Google Pay
• Bank transfers (where available)

All payments are processed in GBP (British Pounds).

Absolutely. We use Stripe, one of the world's leading payment processors, to handle all transactions. We never see or store your full card details. Stripe is PCI-DSS Level 1 certified, the highest level of security certification available.

Your bank statement will show "SOLEOBSESSION" or "SO" as the merchant name. We understand discretion is important, and this neutral descriptor doesn't reveal the nature of your purchase.

Due to hygiene reasons, we cannot accept returns on delivered items. However, refunds may be issued in the following circumstances:

• Order never arrives (lost in transit)
• Item significantly differs from description
• Order arrives damaged
• Duplicate charge error

Contact enquiries@sole-obsession.co.uk within 14 days of your purchase to request a refund investigation.

Shipping within the UK is a flat rate of £5.99 per order. This covers tracked delivery with full insurance.

Sellers are required to dispatch within 24 hours of receiving an order. Once dispatched, delivery typically takes:

• UK Mainland: 1-3 working days
• Scottish Highlands, NI, Islands: 2-5 working days

You'll receive tracking information via email once your order is shipped.

100% discreet. All orders are shipped in plain, unmarked packaging with no indication of the contents or where it came from. The return address will not mention Sole Obsession or give any hint about the nature of the purchase.

Currently, Sole Obsession only ships within the United Kingdom. We're focused on providing the best possible experience for UK customers. International shipping may be added in the future.

If your order hasn't arrived within the expected timeframe, first check your tracking information. If the tracking shows the item was delivered but you haven't received it, or if the tracking hasn't updated for several days, contact us at enquiries@sole-obsession.co.uk. We'll investigate with the shipping carrier and resolve the issue, which may include a refund or reshipment.

Every seller undergoes comprehensive verification through our partner, Didit:

• Government-issued ID document verification
• Live facial recognition (liveness check)
• Age verification (18+ only)
• Stripe identity verification for payments

This multi-layer approach ensures all sellers are real, verified adults.

We take data protection seriously and comply fully with UK GDPR and the Data Protection Act 2018. Your data is:

• Encrypted in transit and at rest
• Stored securely on Firebase (Google Cloud)
• Never sold to third parties
• Only shared with necessary service providers (Stripe, Shippo, etc.)

Read our full Privacy Policy for complete details.

We use a combination of automated and manual moderation:

• Google Cloud Vision: AI-powered image scanning for inappropriate content
• Profanity Filter: Automated text scanning for prohibited language
• Manual Review: Human review of flagged content
• VirusTotal: Automatic scanning of all uploaded files for malware

Content that violates our policies is removed, and sellers receive warnings. Three violations result in account suspension.

If you encounter any issues, you can reach us through the following channels:

• General Support: enquiries@sole-obsession.co.uk
• Safety Concerns: safety@sole-obsession.co.uk
• Appeals: appeals@sole-obsession.co.uk
• Privacy Questions: privacy@sole-obsession.co.uk

We aim to respond to all enquiries within 24-48 hours.

Yes, absolutely. Sole Obsession operates as a legitimate marketplace for pre-worn socks. We comply with all applicable UK laws and regulations, including:

• Consumer Rights Act 2015
• UK GDPR and Data Protection Act 2018
• Digital Markets, Competition and Consumers Act 2024
• Online Safety Act 2023

Sole Obsession Ecommerce Ltd (Company No: 17019850) is a registered company in England & Wales, trading as Sole Obsession UK from London.

Due to the nature of the products sold on Sole Obsession, all sales are generally final for hygiene reasons. However, we will issue refunds in the following circumstances:

• Item not received - If your order doesn't arrive after the stated delivery period
• Item significantly not as described - If what you receive is materially different from the listing
• Duplicate charges or billing errors - Technical payment issues on our end
• Order arrives damaged - Items damaged during shipping

To request a refund, contact our support team at enquiries@sole-obsession.co.uk within 14 days of purchase.

Customer Subscriptions: Log into your Customer Account, go to "My Subscription" and click "Cancel Subscription".

Seller Featured Subscriptions: Log into your Seller Dashboard, click on your "Featured" badge and select "Cancel Subscription".

You can also email enquiries@sole-obsession.co.uk to request cancellation.

Under UK GDPR, you have the right to: access your data, correct inaccurate data, request deletion, restrict processing, data portability, and object to processing.

To exercise any of these rights, email privacy@sole-obsession.co.uk. We respond within 30 days.

Email privacy@sole-obsession.co.uk with subject "Account Deletion Request". We will verify your identity and process the request within 30 days.

General Enquiries & Orders: enquiries@sole-obsession.co.uk

Safety Concerns: safety@sole-obsession.co.uk

Account Appeals: appeals@sole-obsession.co.uk

Privacy & Data Requests: privacy@sole-obsession.co.uk

We aim to respond within 24-48 hours.