Frequently Asked Questions (FAQ)

We guarantee that at True to Sole stores and webshop, you will only find authentic sneakers, apparel, and accessories. We source only authentic products from our extensive and reliable partner network, which can be documented back to the first sale by the official distributor.

Our experienced team individually inspects every shoe and piece of clothing that arrives before it is released to the store and webshop.

Thanks to this, we are 100% sure that our offer only includes authentic products, and we indicate this with the True to Sole authenticity tag on the shoes.

We offer the possibility to have the sneakers inspected by an external expert recognized by us (at your own expense) before purchase. For details, please contact our customer service!

True to Sole is a resale store and webshop selling shoes and apparel that often sell out at official distributors and brand stores on the day of release.

We source these products at a price already higher than the recommended retail price, i.e., at a resale price, and then make them available to our customers.

Therefore, the price difference is partly due to the higher acquisition price and partly due to True to Sole's own profit margin.

For the products we sell, we provide a warranty of conformity and a commercial warranty based on current laws – these correspond to the term "guarantee" used in everyday language.
Shoes available at True to Sole – although they are, of course, original, brand new, and never-used products – are legally considered used products due to the method of sale. Therefore, we provide a one-year warranty of conformity for them: if, during this period, you return or send back an item due to a defect that is proven to have occurred during normal use and is attributable to a manufacturing defect, we will address it. You can find detailed information on this in sections 9 and 10 of our General Terms and Conditions.

For new products, for purchase prices under HUF 10,000, there is no commercial warranty, but a two-year warranty of conformity applies. For purchase prices above HUF 10,000, a one-year commercial warranty and a two-year warranty of conformity apply.

We are waiting for you in our Budapest and Bucharest stores, where our expert team will be happy to assist you with any questions you may have.

For online orders and general information, please contact us at this e-mail address: support@truetosole.hu

For questions related to our store and current selection, you can call us during opening hours:
Budapest: +36 1 700 4022

Every single shoe available in True to Sole stores and on our webshop is individually inspected by our expert team, guaranteeing that only 100% authentic shoes are sold by us.

However, we cannot provide this service for shoes you intend to purchase or have already purchased elsewhere, so please do not contact us regarding legit check inquiries.

All products displayed in the webshop are available for order, but the selection in our Budapest and Bucharest stores may differ.
For products that are not available in-store, or not in all sizes, a note will be displayed in the product description.

The products displayed in the webshop are in stock in our Budapest (or possibly one of our foreign) warehouses.

After an order is placed, we always check the actual availability of the product, because - as with all webshops - discrepancies or unexpected stock shortages can occasionally occur.

Therefore, we will officially confirm your order only when the product is 100% confirmed to be deliverable.

Most shoes in our store can be tried on – exceptions to this are special and very limited edition sneakers.

We want to provide the opportunity to try on sizes, while ensuring that the purchased shoes remain in impeccable condition. Therefore, please always take into account our team's requests (e.g., how to lace and unlace the shoes, whether you can walk in them, etc.)

For every shoe, you will find a size chart that also indicates the measured foot length – this way, you can check which one is right for you.

You will also find information about sizing in the description. If it's true to size, you will see the TTS / True to Size label.

If you find "runs large", it means you should order half/one size smaller than you normally would, and "runs small" means the opposite, order half/one size larger!

If you ordered the shoes online and the size is not right, you can withdraw from the purchase within 14 days of receipt, and we will refund the full purchase price. It is very important that you only try on the shoes and do not wear them!

Our prices are determined by the global sneaker market's supply and demand, as well as current procurement costs. Certain sizes are in higher demand, leading to increased procurement prices, which explains any price differences you might observe for different sizes of the same shoe.

Our prices follow the demand and supply for individual sneakers, as well as current global market prices.

There are sneakers whose prices can change multiple times within a few weeks, and others that remain unchanged for months. It is also possible that the price of certain sizes of a model/colorway changes, while others remain the same.

Naturally, once you have placed your order or accepted the price offered during pre-order, the price will not change for you, even if it is modified in the webshop/our store while your order is being fulfilled.

You can view prices in the webshop in multiple currencies; you can change this at the bottom of the page.

In the webshop's checkout and on the order confirmation, you will see the price in the currency in which you placed the order.

You can pay for your order with a bank card via Shopify Payments. All transactions are encrypted and secure. True to Sole does not have access to or store your banking or card details.

When paying by bank card, your card will be charged in the currency of the order.

In Hungary, Romania, Slovakia, and the Czech Republic, you can also choose cash on delivery.

At the True to Sole store in Budapest, you can only pay in Hungarian Forints, with cash or card. At our Bucharest store, you can pay in Romanian Lei, also with cash or card.

For products ordered in the webshop, we always issue an electronic VAT invoice, which we send by email.

When purchasing in-store, please **notify us before payment** if you would like a VAT invoice. You provide your email address, and we will issue and send you the VAT e-invoice.

**Important information if you are ordering as a company:** If you would like the invoice to be issued to a company, **you must provide the exact company name and tax number.** You can do this in the webshop in the Billing Address fields, and in-store with our colleague.

As a company, regarding VAT reclaim, it is important to note that due to the nature of resale, the net and gross amounts on the issued invoice are the same (0% VAT), and the "margin taxation" remark is indicated.

If you like a shoe from our selection but it's not available in your size, you can place a pre-order request, and we will do our best to source it for you.

If you're looking for something special, a hard-to-find model or colorway, you can also turn to us!

You can submit a pre-order request by clicking here or at our store!

Hungary:

For orders under 30,000 Ft:

• Collection at GLS Parcel Locker or Parcel Point: 990 Ft
• Home delivery by GLS courier service: 1990 Ft
• Home delivery (Hungarian Post 0-10 kg): 3480 Ft (Shipping fee: 1990 Ft, plus 1490 Ft parcel handling fee)
• Delivery to MPL Parcel Locker, Posta Pont or post office: 2480 Ft (Shipping fee: 990 Ft, plus 1490 Ft parcel handling fee)

For orders between 30,000 - 49,999 Ft:

• Collection at GLS Parcel Locker or Parcel Point: free of charge
• Home delivery by GLS courier service: 1990 Ft
  
• Home delivery (Hungarian Post 0-10 kg): 3480 Ft (Shipping fee: 1990 Ft, plus 1490 Ft parcel handling fee)
• Delivery to MPL Parcel Locker, Posta Pont or post office: 2480 Ft (Shipping fee: 990 Ft, plus 1490 Ft parcel handling fee)

For orders of 50,000 Ft and above:

• Collection at GLS Parcel Locker or Parcel Point: free of charge
• Home delivery by GLS courier service: free of charge
• Home delivery (Hungarian Post 0-10 kg): 3480 Ft (Shipping fee: 1990 Ft, plus 1490 Ft parcel handling fee)
• Delivery to MPL Parcel Locker, Posta Pont or post office: 2480 Ft (Shipping fee: 990 Ft, plus 1490 Ft parcel handling fee)

Other home delivery costs:

• Home delivery (Hungarian Post 10-20 kg): 4480 Ft (Shipping fee: 2990 Ft, plus 1490 Ft parcel handling fee)
• Home delivery (Hungarian Post 20-40 kg): 7480 Ft (Shipping fee: 5990 Ft, plus 1490 Ft parcel handling fee)

Romania:

For orders under 400 RON:

• Collection at GLS Parcel Locker: 15 RON
• Home delivery by GLS courier service: 25 RON

For orders between 400 and 649 RON:

• Collection at GLS Parcel Locker or Parcel Point: free of charge
• Home delivery by GLS courier service: 25 RON

For orders of 650 RON and above:

• Collection at GLS Parcel Locker or Parcel Point: free of charge
• Home delivery by GLS courier service: free of charge

Other areas:

• Slovakia, Austria, Slovenia, Croatia: 5,490 Ft (14 €)
• Czech Republic: 5,490 Ft (341 Czech crowns)
• Poland, Germany, Belgium, Netherlands, Luxembourg, Liechtenstein, Bulgaria: 6,990 Ft (18 €)
• Denmark, France, Italy, Ireland, Spain: 9,990 Ft (25 €)
• Other European countries: 11,990 Ft (30 €)
• Other countries outside Europe: 19,990 Ft (50 €)

Orders are delivered within 2-14 business days, depending on the delivery address and the time the order was placed. We will send you a notification when your package has been dispatched.

The delivery of shoes that come from one of our foreign warehouses rather than our Budapest store can take up to 14 business days due to the inbound shipping and potential customs clearance.

For pre-orders, we will indicate the estimated time it will take to procure the requested product.

You can withdraw from your order within 14 days after delivery and return the package to us free of charge from Hungary via any GLS Parcel Locker. To do this, simply follow these steps:

1. Notify our customer service in writing of your intention to withdraw!
2. For returns, the easiest way is to use the box you received it in (seal it thoroughly) - but always pack it carefully so that the returned product is not damaged! Enter the required data on this website!
3. Write the code received on the website clearly on the package!
4. Take it to any of the more than 2400 GLS Parcel Lockers in Hungary within the return deadline, enter the code for shipping, put the package in, and it's already on its way to us!

Please note:

• Free returns are only available for withdrawals confirmed by our customer service within 14 days of confirmation!
• You can only drop off the package at a GLS Parcel Locker, not at a GLS ParcelShop.

Size exchange is not possible - you can withdraw from your order and return the shoes to us, then order the correct size. To initiate a withdrawal, please write to support@truetosole.hu.

Although the shoes available at True to Sole are, of course, original, brand new, and never-used products, due to the method of sale, they are legally considered used products.

Therefore, we provide a one-year statutory warranty (kellékszavatosság) for them: if you return them within this period due to a defect that is proven to have occurred during proper use and is attributable to a manufacturing fault, we will address it. You can find detailed information about this in points 9 and 10 of our General Terms and Conditions.

For new products, for purchase prices under HUF 10,000, there is no guarantee (jótállás), but there is a two-year statutory warranty (kellékszavatosság). For purchase prices over HUF 10,000, there is a one-year guarantee (jótállás) and a two-year statutory warranty (kellékszavatosság).

For any quality complaint, please send an email to support@truetosole.hu, describing the defect, attaching a photo of it, and stating the date of purchase and the order or invoice/receipt number.

You can also return the disputed product to the store; please bring the original invoice/receipt with you.

In this case, we recommend the sneaker-Hungarian dictionary of the sneakerbox.hu blog, where you can find all the sneaker slang terms and their Hungarian meanings!

The short answer is yes. The longer answer is that we receive many inquiries, but we only collaborate with reliable and proactive influencers whose style, attitude, and professionalism align with True to Sole's values and goals.

If you would like to collaborate with us, please send an introduction to marketing@truetosole.hu, in which you present not only yourself but also your audience, your reach potential – and what makes you better/different from others who contact us daily with collaboration inquiries.

We are also curious about your specific ideas and how they can help True to Sole's awareness, popularity, and sales.

If your application and ideas pique our interest, we will contact you!

If you have sneakers for sale, please write to sourcing@truetosole.com and provide the detailed information about the shoes! If we are interested in purchasing the shoes, we will contact you!

Important: we only purchase brand new, never-worn (10/10 DS) shoes!

Before the sale, you need to register in our system, which issues the sales contract.