Frequently Asked Questions
A Little Clarity.
For Every Step.
Questions about your insoles, foot measurements or order? Find the essentials here, or get in touch with our team.
Your Insoles
Personalization, the product and what to expect.
How are personalized insoles different from regular insoles?
Regular insoles are made around standard sizes. Insole 3D uses your individual foot measurements to inform the outline and shape of your insoles, so the design starts with your feet.
How are my insoles made?
Your foot measurements inform a personalized digital insole design. That design is then 3D-printed layer by layer to create the physical insoles, which are prepared for delivery.
Are the insoles a medical treatment?
Insole 3D insoles are designed for personalized comfort and fit. They are not intended to diagnose, treat or cure a medical condition, correct foot structure or guarantee pain relief. For persistent foot pain or concerns about suitability, speak with a qualified healthcare professional.
Scanning & Design
How your measurements become the starting point.
How do I capture my foot measurements?
The Insole 3D mobile app guides you through capturing measurements of your feet using your smartphone camera. Follow the steps in the app carefully when completing your scan.
Do I need to visit a store or clinic to scan my feet?
No. You can capture the measurements used for personalization at home through the Insole 3D app. This measurement process does not replace a clinical assessment if you have a medical concern.
How are my measurements used in the design?
Your measurements are used to inform a digital insole design tailored to your individual foot geometry. This digital design connects the scanning stage to 3D-printed manufacturing.
Orders & Delivery
Finding the shop and getting help with an order.
Where can I buy Insole 3D insoles?
Use a Shop Now button on this website to visit our online shop, where purchases are completed. You can explore the Our Insoles page first to learn more about the product.
Who can help with a delivery question?
Contact our support team with your order number and the email address used for your purchase. Select Existing Order on the contact form so the team has the context needed to help.
Can I change something after placing an order?
Contact our support team with your order number and the change you would like to make. The team can advise what is possible for your order; submitting a request does not confirm that a change can be made.
Fit, Care & Support
Help with your pair and the mobile app.
What should I do if the fit does not feel right?
Contact our support team and describe the fit issue, the footwear you are using and your order number if available. Stop using the insoles if they cause pain, irritation or worsening symptoms, and seek appropriate professional advice.
How should I care for my insoles?
Follow the care instructions supplied with your insoles. If you are unsure how to clean or dry them, contact our team before applying cleaning products or trying a different care method.
How do I get help with the Insole 3D app?
Select Mobile App Support on the contact form and describe the step you need help with. Include your phone model and a description of any error message so our team can better understand the issue.
A Conversation Helps
Still Have a Question?
Our team can help with product questions, the mobile app or an existing order.