Custom Shoe Policies

Thank you for your interest in our shoes!  Since we handcraft every pair, we have the ability to do some limited custom work for children.

* As of 3/2014 we no longer do custom work for adults other than the specific items listed below. If you are previous custom adult customer and we have your patterns on file, please contact Customer service.

 

Not Custom Work:

We do not consider the following to be custom work, but our regular approach to shoe making. Shoes made with these adaptions do not cost extra and are still eligible for returns or exchanges:

 

Custom Work We Can and Cannot Offer: 

YES

We can make the following custom modifications to the styles listed below. Custom fees may apply. No exchanges or returns permitted on this work:

 NO

Custom work we cannot offer:

  • Shoes for children with special needs.
  • Premature babies or children with extremely small feet.
  • One foot at least a full size different than the other.  You will first need to order 2 pairs of our current collection shoes in the two sizes to verify fit and then return the shoes to us.   We will then make you a non-refundable pair in the 2 different sizes.  No exceptions.  We will not make different sized shoes from a tracing or measurements.
  • Add a custom motif or embellishment  that you create and send us to a DYO shoe
  • Making your DYO RunAmoc or DYO Moccasin without an innersole
  • Putting a different sole on your DYO shoe (must be a soling material we carry—sorry, we do not accept soling materials from our customers since we do not know how it will interact with our equipment).
  • We do not use your measurements or foot tracings to create a custom-shaped foot bed or pattern to account for the individual contours of your foot. Instead we use your measurements or tracings to ascertain the best standard size and width (narrow, regular, wide or extra wide) to send you. If your measurements indicate that a standard size will not work then we will call you.
  • Lifts, orthotics.... we are not trained in making specialty shoes for these needs. The exception is children's AFOS .
  • We cannot create new styles that are not offered on our website. This includes dance shoes, platform heels, wingtip dress shoes, steel-toed boots, renaissance footwear and flip flops. We are flattered you ask and always appreciate suggestions, but this is not the type of custom work we offer.

 

Styles we can alter to meet custom sizing or shape needs:

Styles that we cannot alter for custom size modifications:

  • Moccasins
  • Rambler
  • Playtime
  • Sandals
  • Merry Janes
  • All Boots
  • Classic/Dorado

 

 

 

Our elves do their best to make shoes to fit every foot, but please understand that altering our shoe patterns is no easy matter. Even a small change to one part of a shoe can affect the entire design, so custom work is often a time-consuming process that can cause long delays in our production line. Also, some of our designs are too complicated for alterations to be practical. For these reasons, we only take a limited number of custom requests each month for children, and none during our peak production season. Turnaround time on custom shoes is 2-3 weeks.

Custom Fees:

Because our resources are limited, we only accept custom work from January–August and on a first-come, first-serve basis (the rest of the year is too busy for us to delay our production time). Priority is given to children with special needs. In addition to the standard $15 Design-Your-Own rate for the basic shoe, we charge $60/hour on all custom shoes for labor spent sizing and creating the patterns. The $60/hour custom fee includes any phone and/or email consultation that exceeds 1 hour and is billed in 15 minute increments. We will spend a lot of time listening to your needs up front and will not take on projects we do not feel we can accomplish successfully. If we have created a custom pattern for you in the past and you would like to place a new order for the same custom shoe in the same size, then we will reevaluate the custom fee and may lower your price. We do offer some discounted and pro-bono custom work for special needs children each year. Please contact us if you fall into this category.

Returns/Exchanges: 

We do not accept returns or exchanges on custom work. If the first pair of shoes we send you does not work, we will alter them in a second attempt to meet your needs. Customers are responsible for all postage costs, including the return of the first pair and the shipping of the second pair, as well as design or material charges on the second attempt. If we cannot meet your needs after a second attempt, we will not continue the process as likelihood of success would be too low. The cost of the shoe, including the custom design fees and postage, are non-refundable.  We strive for 100% satisfaction but sometimes making custom shoes to meet special needs from a distance is unachievable.

How to Place a Custom Order:

If you are interested in having Soft Star work on custom shoes for you, please contact us and include any information that may be helpful, including tracings of the foot, measurements and relevant photos. Our elves will let you know if we can assist you and provide you with estimated fees, our policy and turnaround time. We never charge more than we estimate without first calling you. 

About Soft Star

25Anniversary Rafting Trip
 

Learn more about the elves, the company, and the shoes we make!

How We Make Them

Made in USA
 

Handmade to order with eco-friendly leathers, sheepskin and genuine Vibram™ soles.

Connect With Us

866-763-2525 (toll free)

elves@softstarshoes.com

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