NPS Solovair Reviews 

Fantastic experience with customer support. They noticed a mistake in my order and provided excellent support

Not only is the product amazing, but I have to emphasize that service provided by Viv (and the customer service team) made my purchase extra pleasant. I'm so happy with the entire process. Thank you, Viv!

The returns process was needlessly complex, and requires too much paperwork and instructions - they’d need to change providers to one that is easier to use before I consider shopping from them again.

Really supportive company. Customer service is amazing. Fantastic quality boots, I love them. Looking forward to my new pair arriving 😊

Made a detour to purchase a replacement pair of boots for my old DM's ended up buying 2 pairs.What brilliant service,helpful honest and not pushy,and great quality and made in england honestly cannot fault it,and many thanks for all the help

Excellent customer support by Karen at NPS Solovair. I mistakenly included my old address in my order and I realised immediately but I thought that everything is done automatically and i will never receive my package. I contacted Solovair and an actual person replied! I am so used to robo-calls and robo/AI type answers that it was refreshing to get a response from Karen at NPS Solovair who offered to help. The next day she had contacted DHL and changed the address and the package was on its way to the right address. Excellent customer service by a real person, we need more of that. Thanks NPS Solovair, thanks Karen!

I'm very disappointed with Solovair. My son had been dreaming of Solovairs for a very long time. I finally gave him a pair for his birthday and he was over the moon with his new shoes. They were the most expensive shoes I had ever bought and I was not expecting the leather to start peeling within the next few months. In fact, I had never seen leather peel and go flakey. Our big family has over 20 pairs of DMs in our household. Some are 20 years and the leather still looks good. The Solovairs I bought had no different treatment or been worn any differently than any other leather shoes we have at home.

After searching for a pair of boots for some time, Solovair caught my eye. I ordered a pair of derby boots and they are great. Make sure you follow the sizing chart because it's spot on. I didn't so I had to exchange and the experience was awesome, I think the next day after I sent the boots back, I already received the new pair. Never experienced anything like it. If you are in the market for new boots or shoes, you'll be very happy with a pair of Solovair.

First of all, Solovair appears to be suppressing negative reviews on their own website. Their US page for the Hi-Shine 11 Eye Astronaut Boot only displays 4-5 star reviews. I submitted my review for this product nearly one month ago, and I even verified my email using their system. Shady! 

Anyway, I purchased these Hi-Shine 11 Eye Astronaut Boots in April 2022. They were great when I wore them to a concert in May and later to a festival in August. I was happy with the support of the sole and with the medium firmness of the leather, which did not need to be broken in. By October 2022 (6 months later), I noticed that the inner foam pads on the heels were peeling off. Customer support sent me replacements for these “heel socks” and explained that heat and sweat can break down their adhesive. I received the new heel socks, but never got around to replacing them.

The old pads were difficult to remove, and I finally got them off before my two-week international trip in November 2023. During the trip, I noticed that something was wrong after wearing my Solovairs for an hour. I removed the boots and was shocked to discover a chunk of skin missing behind both of my heels! I had to buy band-aids and spent the next week of my trip in pain. My issue with these boots was mostly cosmetic up until this point. I'm sad because they had so much promise in the beginning. Save your $250; I'll be staying away from Solovair moving forward.

Recently, I convinced my friend not to buy from Solovair. He suggested that I mention this issue to customer support, but the kicker is that I already did! The rep never replied after I summarized this poor experience in our email thread.

Edit - Response to NPS:
Hi there. While I appreciate you reaching out, reiterating your general store policy does not feel relevant to my situation. It feels like my first 6 months of experience with your boots were acknowledged, but not the long term use finally resulting in injury. To then reiterate the refund policy, apologize "if" my expectations were not met, and to be "saddened" by my opinion, seems rather tone deaf! Genuine acknowledgement would have gone a long way.

I have filled out your information request in Trustpilot. The reference number is my original order number. You may have difficulty locating me because I deleted my account with NPS last year. I am happy to forward you the emails if needed.

Tradition is so important these days. British made since 1881 is not a causality. It is approached by very honest dedication to product details and include the most important: "human interaction" with Solovair team. Guys, congrats for very care and dedicated attention. Purchase your product is a total experience and you make this possible.

I woul like to express my thanks to everyone in customer services. I had an issue which was dealt with quickly and efficiently and very much to my satisfaction.Thank you Karen and Viv, you are a credit to the company.

I ordered my Dad some new Solovair boots for fathers day. Unfortunately, the couriers' systems got very confused and the boots were delivered to a pickup point i was unable to get to. This happened a couple of times, however, Viv was on the case and able to help resolve my issue. She was forever attentive and caring, empathising with me about the situation.

The CS team answer the phone right away, which is very rare in times like these, and a resolution was found in quick time. Viv gave exemplar customer service and Solovair should be proud to have someone like her working for them.

I have bought two boots from Solovair in the past which have been superb in quality but what I wanted to highlight here is their incredible customer service.

I was dying to get my hands on a pair of discontinued Electric Blue 8 Eye Derby Boots but for whatever reason the web page for these boots wasn't accessible in my country's currency. I spoke to a wonderful member of staff (Karen) who not only responded within a flattering 5 minutes but, in under half an hour, reached out to marketing themselves so they could enable the product page in my currency until my purchase had gone through.

These were my dreams boots, and Solovair is the only store I would ever have wanted them from. Thank you, Solovair!

Purchased a pair of Solovair 8 Eye Hi-Shine boots from retailer Retro Star London in March 2023. Despite the boots being used lightly and always maintained they have begun to crease around the toe cap and the coating on the leather peeling. After some reading it seems I had misunderstood the boots for the Greasy range which is leather without the coating, but nowhere does it state that the Hi Shine is coated in their site.

I raised my disappointment around the peeled coating with their customer service only to be told they couldn’t do anything and to contact the original seller quoting the Consumer Rights Act. Absolutely appalling customer service, basically just fobbed off as they do not want to stand by their products. Was offered 50% discount off another pair but seems ludicrous to have to spend more money on a pair of boots that should have lasted many, many years. Shameful for a British company, especially considering the encouragement to buy local.

I had reason to contact customer services after a slight problem with a purchase. All my emails were answered very promptly, professionally and courteously by Viv. The solution they offered was very fair and beyond what they were under any obligation to provide. They clearly stand by their product and take pride in it. I would be very confident to purchase from them again.

Ordered a pair as a gift but forgot to check the express delivery option as I needed it within the week. emailed their support team asking for help to amend the order to include express shipping. Alexandre and Karen got back to me almost immediately the next business day (I made the order and sent the email on a Friday when everyone was most probably off work but got a reply first thing on Monday morning) and managed to help me expedite the process without any hassle or inquiry whatsoever. Received the shoes on a Wednesday and I live in singapore btw. brilliant customer service. Got the shoes and gifted it. Size wise I went true to size even tho the guide says to go a half size down cause after reading the customer reviews it seems most people skewed a bit more true to size. Recipient has quite narrow feet so we were worried we might have to do an exchange for a half size down but it wasn’t the case. There’s a tiny bit of space compared to her other shoes but it isn’t to the point of discomfort. Half size down might have been right on the limit and she prefers it this way it’s more comfortable. From the customer service to the quality of the shoes everything was top notch. only gonna be buying my boots from solovair from now on. 👀😁

Recently purchased a pair of high shine Derby boots and instantly fell in love with them. However over a short period of time and plenty of TLC they began to crack around the toe bend both inside and out. I sought help and after a few pictures sent I was given some advice and direction with regards to a new pair! All I can say is thank you Viv! Well done x

1 year use falling apart

On the plus side, these are comfortable and well made shoes. They are far more comfortable than my Church’s shoes. They look sharp and are perfect for someone who does a lot of steps.

On the negative, the leather on my shoes began to wear very early on (3-4 months) and now there are huge holes in the leather on the sides and heels of both shoes where the leather has completely worn (12 months after purchase). I asked Solovair to replace them, and they refused, offered me a discount on a future pair and suggested that my use of shoe polish has caused this issue. I have never had such an issue with any other pair of shoes, and I have not polished them for a significant period in case this was the problem.

I have bought 3 pairs of shoes off this amazing company over the past couple of years. Each time I’ve messed my order up and have been put in touch with Karen, she always resolves my mistakes so quickly and efficiently. She is a credit to the company and deserves as much praise as possible. I have just received my latest order and again I’m so impressed with the quality. Thank you x