Frequently Asked Questions

  • Most Popular
  • Orders
    & Shipping
  • Returns
    & Exchanges
  • IM Earth Connect
  • Payment
  • Products
  • IM ViroBac
  • Sizing
  • Responsibility

Most Popular

How do I track my order?

To track the progress of your order please contact our customer service team on +44330 122 1186 or customerservice@innermettle.com

Do you ship internationally?

Inner Mettle products ship worldwide, import duties and taxes are included for the USA, UK and EU.

How do I return or exchange a product?

To refund or exchange any items, please get in contact with our customer support team on +44330 122 1186 or customerservice@innermettle.com

How does the conductive sole in the IM Earth Connect Shoe work?

The earthing sole of the shoe is achieved thanks to the work of our research and development team. The insole, midsole and outer sole is designed using conductive materials and in a manner that allows for the energy charge to flow uninhibited to the ground.

What does it mean to be a member of Founder’s Pledge?

Founder’s Pledge is a global community of entrepreneurs that find and fund solutions to the world’s most pressing problems. 

5% of Inner Mettle profits are donated to the Founder’s Pledge Global Health and Development Fund.

How do I clean my Earth Connect shoes?

You can clean your Earth Connect shoes and keep your trainers fresh with a few easy cleaning steps. 😊

​1 - Remove the insoles. This will ensure the cork and conductive lining in the insole remains in good condition.

2- Use a gentle cleaning solution. Mix warm water with a small amount of mild laundry detergent or baking soda.

3- Wash soles. Apply the mild solution to a soft-bristled brush or a toothbrush and brush the outsole and midsole. Dry with a soft cloth.

4- Clean and sponge upper . Use the mild solution and a brush or a soft cloth to clean the uppers. You can use a microfibre towel or soft cloth to sponge up the soapy moisture and dirt. Repeat if needed.

5- Air-dry. We don't recommend putting your shoes in a washing machine or dryer or using harsh cleaning products (like bleach).


Orders
& Shipping

How can I make changes to an existing order?

Please contact customer support to make any necessary changes to your order. You can only make changes before your order is shipped from the warehouse.  +44330 122 1186 or customerservice@innermettle.com

Can I cancel an order that has been processed?

Orders can be cancelled right up until they’re shipped from our warehouse. If you’ve changed your mind please make sure to contact customer support as soon as possible so that we can update our warehouse team.

How do I track my order?

To track the progress of your order please contact our customer support team on +44330 122 1186 or customerservice@innermettle.com

I’ve not received my order, who do I contact?

If your order hasn’t arrived send an email to customerservice@innermettle.com and we will follow up. If your order has been returned to the warehouse for some reason you should receive an email from customer service.

How long does shipping take?

Within the UK, Europe and North America you should expect to receive your order within 7-10 days. 

For all other locations shipping may take up to 15 days.


Do you ship internationally?

Inner Mettle products ship worldwide, import duties and taxes are included for the USA, UK and EU.

What is the shipping fee?

Shipping costs vary by location and are visible during the checkout process.

What is the minimum order for the IM ViroBac fabric?

IM ViroBac fabric is available for large commercial orders as well as for smaller orders from independents and entrepreneurs. For enquiries and orders please visit the IM ViroBac page and fill in the contact form.

Returns
& Exchanges

What is your returns policy?

You can return all unworn apparel purchased from our online store within 30 days. We can cover the return shipping fees to our warehouse with the USA, UK and Canada. Return shipping is at own cost for all other markets.

Please make sure all returned products are unwashed, and in resale condition. Tags should not be removed from the garment.

Please note that we aren’t able to refund shipping costs.

What is your exchange policy?

You can exchange or receive store credit for unworn apparel purchased from our online store. Apparel can be returned within the first 30 days after receiving the product.

Please make sure all exchanged products are unwashed, and in resale condition. Tags should not be removed from the garment.

We can cover the shipping fees to and from our warehouse for the first item exchanged, any further exchanges will have an additional shipping charge. This applies to items shipped within the USA, UK and Canada. Return shipping is at own cost for all other markets.

How do I return or exchange a product?

To refund or exchange any items, please get in contact with our customer support team, +44330 122 1186 or customerservice@innermettle.com 

When will I receive my refund for a returned product?

Refunds are generally processed within 14 days from the time we receive your product back at the warehouse, please send an email to customerservice@innermettle.com with any refund queries.

Is there a fee to exchange or return a product?

We can cover the shipping fees to and from our warehouse for returned items and the first item exchanged within the UK, USA and Canada.

Any further exchanges will have an additional shipping charge for all markets. Markets other than the UK, USA and Canada will need to pay all return shipping cost back to our warehouse.

IM Earth Connect

Information about wearing grounding shoes

The Earth Connect shoe is similar to being barefoot from an electrical perspective.

Our urban environments  have been designed for electrical shock protection through residual current protection devices (RCD) that trigger in the event of an electric shock if you touch something live. 

The Earth Connect shoe or static dissipating footwear reduces the risk of static electric shock as it allows for charges to dissipate and avoids the build up of static electricity in the body. This type of footwear is used a protection in many industries to avoid workplace hazards.

Why wear IM Earth Connect shoes?

Earthing helps us to rid ourselves of any accumulated charge in our bodies and achieve a more neutral and natural state. There are quite a few studies out there that look at the science of earthing, and why it could be an essential tool for our well-being. To date, a key discovery is earthing’s link to a notable reduction in inflammation, known to play a key role in the development of many diseases.

Who is the IM Earth Connect shoe for?

The Earth Connect shoe is for everyone who spends a lot of time insulated from the earth beneath their feet. It is an especially important tool for those of you who also spend a lot of time indoors with your gadgets, be that laptops, tablets, mobile phones and televisions - they’re all indirectly increasing the level of charge within your body throughout the day. If you don’t get outdoors and directly connect with the earth your body continues in this unnatural state. Think about the electric shocks you keep giving your family and friends! There’s a better and more effective way to get rid of this excess charge.

Is it ever unsafe to wear earthing or conductive footwear?

Conductive footwear such as the Earth Connect shoe carries a warning and is not to be used in environments where accidental contact with live electoral conductors may occur. Widely used leather soled footwear can also be conductive when in a moist or wet environments and it is not suitable if you work in an environment where you may come in contact with live conductors. EH shoes and Static dissipative footwear like the Earth Connect shoe are on the opposite end of the spectrum and for entirely different uses.


Warning : For industrial work environments where accident contact with live electoral conductors can occur use EH rated footwear.

How does a rubber soled shoe become conductive?

It’s not your everyday rubber shoe sole. We’ve added conductive materials in just the right places and designed the insole, midsole and outer sole in a manner that allows for conductivity throughout.

Do socks or insoles prevent the earthing technology from working?

Yes and no! You won’t be able to wear any special orthotics or insoles from your podiatrist as this does prevent the connection between your foot and the conductive part of the shoe. We’ve used a silver thread woven into the insoles of the IM Earth Connect shoe. The good news is that your socks won’t cause a significant barrier, once a bit of moisture starts to build on your cotton socks they will quickly become conductive. To eliminate the sock ‘barrier’ we also recommend wearing silver socks. You can purchase SilverSole socks from our online store.

What benefits should I see from practicing earthing?

Research suggests numerous health benefits from earthing, a key one being reduced inflammation. High levels of inflammation are known to cause a wide range of health complications and conditions. Earthing can be described as an element required in the overall health equation rather than just one specific benefit for all people. Precise benefits that have been seen in recent studies include: reduced muscle damage, reduced blood viscosity, better sleep, increased energy, lower levels of stress.

The effect that wearing earthing footwear will have on any one person is highly dependent on how much time they have previously dedicated to earth connection as well as the general level of charge they are subject to on a daily basis. The full extent of the implications involved with holding excess charge in the body is a complex area and more study on the topic is urgently needed.

Is it okay to be grounded in the rain?

Rain does not interfere with grounding, wet conditions enhance conductivity due to moisture.

What about being grounded in an electrical storm?

Use insulating footwear if you are outside during an electrical storm.

Am I eligible for the earthing footwear research study?

We’re looking for a range of profiles to take part in our very first earthing footwear research study. We’ll be running a few specific studies simultaneously and will need to ask qualifying questions to interested candidates. Questions will be related to age, health conditions, access to conductive surfaces and estimated time spent earthing and walking each week. People who already spend sufficient time in contact with the earth may not be able to participate as it will cause bias in the results.

Payment

What methods of payment do you accept on your website?

Cards we accept include Visa, Mastercard and American Express. You can also pay via Apple Pay, G Pay and PayPal.

When will I receive my refund?

Refunds are generally processed within 14 days, please send an email to customerservice@innermettle.com with any refund queries.

Do you have gift cards?

We don’t have gift cards available yet, but we’re working on it! We’ll be offering e-gift cards very soon.

Products

Can I try on Inner Mettle products?

We don’t have any stores where you can try on our products, please contact the customer service team to find out if any retail store near you stock Inner Mettle apparel. We are planning some popup stores soon, so keep an eye on our events calendar if you’d like to come by.

Where can I find the care instructions for my purchase?

The care instructions for all products are found on the tag. If they’re not on the tag then they will be included on the product packaging. You can find more detailed care instructions on each of the product pages on Inner Mettle's online store.

How does the conductive sole in the IM Earth Connect Shoe work?

The earthing sole of the shoe is achieved thanks to the work of our research and development team. The insole, midsole and outer sole is designed using conductive materials and in a manner that allows for the energy charge to flow uninhibited to the ground.

Are all of your products vegan-friendly?

Most of our products are vegan friendly, with the exception of our milk-made Essentials collection. Fabric made from milk employs the principles of circular economy to make use of valuable resources that would otherwise go to waste. Milk-based fabrics give a second life to milk we can no longer drink and require much fewer resources to produce.

IM ViroBac

What is the IM ViroBac fabric made of?

Copper particles have been integrated into the fabric, made of 88% Nylon and 12% Elastane to provide a long-term anti-bacterial, anti-fungal and anti-viral material.

What can the IM ViroBac fabric be used for?

The fabric is suitable for a wide range of commercial applications, such as public transport, medical facilities or hospitality as well as personal use items such as gloves, masks, uniforms and clothing. We’ve developed two consumer products using the IM Virobac fabric, the IM ViroBac Face Cover and Handkerchief are now available on our online store.

Can you send me a sample of the fabric?

We’d be more than happy to! Please contact customerservice@innermettle.com and we’ll arrange to send out a sample straight away.

What is the cost per metre for the fabric?

Please contact customerservice@innermettle.com to request pricing details.

Can I use the ViroBac fabric to manufacture a consumer product?

The fabric has been designed with versatility in mind and can be used for a variety of commercial and consumer products.

Is the IM ViroBac fabric tested against covid-19?

The IM ViroBac antiviral testing data against human coronavirus, should not be used as data for or proof of efficacy against SARS-CoV-2 (COVID-19).  SARS-CoV-2 (COVID-19), is not available for public testing at this point in the pandemic, as the Centre for Disease Control and Prevention (CDC) has categorised the virus at a biohazard level 3 and above.

What claims could I make if I purchase the IM ViroBac fabric for my business?

You would need to comply with your local regulations for any claims.

Sizing

What is my Inner Mettle size?

It can be challenging to find your correct size when shopping online! Don’t worry, we’ve included a sizing guide for each of our collections. You can find the sizing guide for all Inner Mettle products as a pop-up just above the size selection on the product page. IM ViroBac products are one size fits all.

Will the IM Earth Connect shoes stretch?

If your shoes have a snug fit, you can expect half a centimetre of stretch over the first few weeks of wear.

Can I expect any shrinkage to my Inner Mettle apparel?

If you follow the care instructions on the label your Inner Mettle clothes will keep their shape and size. If you wash on a high temperature, there is a risk of shrinkage. 


Can I return my order if it is the wrong size?

If you’ve made a mistake with the sizing, you can exchange your purchase within 30 days. Please refer to our exchange FAQs for more details.

Responsibility

What materials do you use?

Inner Mettle products are made from unique fabrics, created from natural, recycled, or innovative materials. We take the fabrics you know and love, and those you never imagined wearing, to a whole new level of functionality. Read more about some of the materials we use here. 

Are Inner Mettle products manufactured sustainably?

Our products and packaging are primarily made from recycled, natural and biodegradable materials. We optimise our material consumption. Any waste attributed to the manufacturing process has been minimised to the best of our ability. Once our operations are fully up and running we plan to offer customers a repair and end of life solution for all Inner Mettle products.

What does it mean to be a member of Founder’s Pledge?

Founder’s Pledge is a global community of entrepreneurs that find and fund solutions to the world’s most pressing problems. 

5% of Inner Mettle profits are donated to the Founder’s Pledge Global Health and Development Fund.


Why do you manufacture in R.N. Macedonia?

The majority of Inner Mettle products are made in R.N. Macedonia in compliance with local regulations. Factory standard: ISO 9001:2015. R.N. Macedonia has a long tradition in the textiles industry and is closely connected to Europe. R.N. Macedonia’s textile industry is the second largest export industry in the country and exports mainly to EU countries. Textile factories in R.N. Macedonia are known for their quality and professionalism. Under the socialist regime in R.N. Macedonia, workers of state-owned factories used to receive pensions, health insurance, higher wages and were paid overtime as well as bonuses for meeting deadlines. This has drastically changed over the last 20 years, but this history has made an impact on the working conditions of textile workers today. In other words, textile industry working conditions in R.N. Macedonia are still compared to that which was previously set by state-owned enterprises. These benefits have partly been transferred to central welfare initiatives which are managed by R.N. Macedonia’s government: they set minimum wages, paid ensure holidays, maternity leave, as well as compulsory healthcare and pensions for workers in the textile industry.


Have another question that you can’t find here?

Give us a call +44330 122 1186