Frequently Asked Questions

We hope that our website provides helpful information to assist with your purchase of FootActive products, but if you do have any queries whatsoever, either before or after you have placed an order with FootActive, please do not hesitate to contact our friendly customer service team on 01963 33088 or [email protected] and we will be happy to help. We understand and recognise the symptoms of plantar fascia and can differentiate between this and more common foot health concerns. We do not charge a premium rate for our telephone line and we will not keep you on hold for ages but will try to help straight away.

We pride ourselves on providing outstanding customer service and are happy to assist with any query. FootActive products are sold via our website, Amazon and through a number of specialist retail outlets. Our products are NHS-approved (unlike many of our competitors) and are also recommended by podiatrists and physiotherapists. We have received some very positive customer reviews on Amazon and TrustPilot but are always pleased to hear feedback and suggestions if we can improve our level of service or products in any way.

If for any reason we have not met your expectations, please do not hesitate to contact us on 01963 33088 or [email protected] and we will be happy to help. In an era of powerful social media, we would always appreciate the opportunity to correct any errors or resolve any queries before any negative reviews or comments are posted online, so please do get in touch.


Which type of insole should I buy?

All FootActive insoles provide arch support and the deep heel cup helps align the foot in the right position, reducing or preventing over pronation (rolling), so every FootActive insole should provide support and relief, whichever you buy.  Hopefully the product descriptions will help you choose the most appropriate insole, or the brief summary below.

Our best-selling full-length insole is the COMFORT insole, which provides a medium degree of support.  The best-selling ¾ length insole is the CASUAL insole, which provides the same degree of support as the Comfort insole, with the flexibility of being a ¾ length, making it suitable for tapered shoes and/or sandals, where a full-length insole would not fit.

The MEDICAL range of insoles (full-length or ¾ length) provide the firmest degree of support, while the SENSI range is the softest insole, suitable for people with sensitive feet or conditions such as diabetes and/or arthritis.  All other insoles provide a medium degree of support between these 2 types.

METATARSALGIA and PLANTAR FASCIITIS insoles are specifically designed to help alleviate those conditions.

The SPORTS insole has a moisture-wicking surface that helps keep feet fresh in trainers and walking boots, while the FOOTBALL PLUS insole is suitable for football, hockey or rugby boots, which generally tend to be narrower-fitting than a regular trainer.

WORKMATE insoles are good for those on their feet all day long, and are suitable for shoes, boots and wellingtons.

NATURE and NATUREPLUS insoles are similar to the Comfort and Casual insoles but have a leather surface (rather than a velour-type of finish) which some people prefer.

CATWALK insoles and GEL HEEL PADS provide relief when wearing high heels.

KIDS’ FULL or ¾ LENGTH INSOLES – are suitable for children’s feet between sizes 11- 2½, beyond which size we recommend an XS adult size insole and trim it to fit.

Should you have any queries whatsoever about which type of insole to buy, please do not hesitate to contact our friendly customer service team on 01963 33088 or [email protected], who will be happy to help.

What size should I buy?

Insole sizes are shown below. 


























If your foot size is between a size we recommend you choose the smaller size.   

If the full-length insole seems too big for your shoe, you may need to trim it to fit using a pair of scissors and follow the cutting guidelines on the underside of the insole.  (This should not be necessary for ¾ length insoles). 

If the insole does not seem to feel comfortable in your shoe, or if you have any other queries about sizing please do not hesitate to contact us on 01963 33088 or [email protected]

Where is my delivery?

We endeavour to despatch all orders placed by 4:00pm, Monday to Friday, on the same working day.

Orders are despatched from Monday to Friday, 9:00am – 4:00pm. All orders placed after 4:00pm on a Friday will be despatched the following working day. We are closed and do not despatch orders on UK bank holidays.

Most orders to UK mainland addresses should arrive within a couple of days of being despatched. Depending on the location, some international orders can arrive up to 10 working days of being despatched. If you have used a tracked shipping service, your given email address should receive full tracking information.

If you have not received your order after these given timescales, please do not hesitate to contact our friendly customer service team on 01963 330880 or [email protected], who will be happy to help.

I can’t fit the insole into my shoe

Generally, we buy shoes to fit with only a pair of socks or tights in addition to our feet, so sometimes it can be tricky to accommodate an insole as well. 

If there is an existing insole in the shoe that can be easily removed (without damaging the shoe), this can help make room for an insole.  Trimming a full-length insole to fit using the cutting guidelines on the underside can also help, as can selecting a ¾ length insole rather than a full length one.

We appreciate that it can be difficult to buy a product without being able to try it on first, and that in some cases it will simply not be possible to accommodate an insole into existing footwear if it is already very close-fitting to the foot.  This is why FootActive do offer a no-quibble 30-day satisfaction guarantee for all our insoles, which means you can either ask for an exchange or full refund if your insole is not suitable – even if you have had to trim the insole to fit your shoe.  

For further details and advice please do not hesitate to contact our friendly customer service team on 01963 33088 or [email protected], who will be happy to help.

How do I return a product for exchange or refund?

All of the information regarding exchanges and refunds can be found on the following page: Delivery and Returns.

How long should my insoles last for?

This can be hard question to ask, since it depends on factors including the activity levels and weight of a person as well as consideration of the length of time the insole is worn per day.  Some people will have a separate insole for each pair of shoes, whilst others will move their insole from one pair of shoes to another.  We would suggest that under normal conditions FootActive insoles should have an average lifespan of at least 9 months, which is considerably longer than many other competitors’ products.  

Generally, if any painful foot symptoms start to reoccur it may be time to consider replacing your FootActive insoles. If symptoms persist or become more painful, we would always recommend you seek professional advice from a podiatrist.

Keep an eye on our website as we often have promotional codes, allowing you to buy an additional/replacement pair, or try a different insole, at an excellent price. 

I’d like to buy a large number of insoles for me/my workforce

A number of employers including builders and construction workers appreciate the benefits of FootActive insoles to those who are on their feet all day, especially the Workmate range.  We are happy to discuss bulk discounts for our products and offer trade terms to podiatrists wishing to set up an account with us.  Contact us on 01963 33088 or [email protected] for further details.

I only have one sore foot – shall I just wear one insole?

All our insoles are supplied in pairs and we recommend you always wear them as a pair even if you do not suffer from any painful symptoms in one foot. 

Can I wash my insoles?

To clean your insoles, you can just use a warm water and a soapy cloth.  Please do not put in the washing machine