Happy Feet Guarantee

Happy Feet Guarantee

At Softstar, we want you to have happy feet! That means we 100% guarantee:

  • Fit and comfort
  • Shoes free of defects in materials or workmanship
  • Amazing customer service from our workshop elves

Fit & Comfort:

We always hope for a perfect fit with your shoes, but when they arrive please try them indoors on a clean surface to see if the size will work for you. Only shoes in brand new condition are eligible for returns or exchanges.

We understand that even with the best intentions there may be a fit issue that is not obvious until after the shoes have been worn a few times. Within the first 30 days of light use*, if you find that your shoes are just not the right fit then you can return them to us for a 50% store credit to be applied toward a replacement pair or a different purchase on our site. Limit one credit per style. Please email our customer service team for approval.

*Light use means the shoes are clean with no dirt on the soles or uppers, no scuff marks or stains on the leather, no heavy footprints or “soiled” innersoles. It also means the soles of the shoes are in nearly new condition and free of heavy abrasions. You are welcome to email us photos for evaluation. For shoes that are too worn for return, please check out our resale page for options.


Workmanship:

We 100% guarantee we will repair or replace any defects in leather, sheepskin or workmanship free of charge within 30 days of receiving your shoes. This does not cover wear and tear or misuse on behalf of the consumer. Wear and tear is damage that naturally and inevitably occurs as a result of normal use (see examples in Durability section below).

We stand by our product and will send you a return shipping label and either repair or replace your shoes if they fail for durability as described below:

  • Peeling of leather finish or print within the first 6 weeks, excluding our shiny leathers which naturally scuff and/or develop patina appearance with normal wear.
  • Stitching defects within first 3 months.
  • Heel support detachment within 3 months.
  • Innersole bunching, coming loose or developing bald spot within 3 months.
  • Sole delamination within 3 months.
  • Leather inlays coming loose within 6 months.
  • Non-functional closures (VelcroTM, buckles, elastic failures, zippers) within 12 months.

Durability:

All shoes will eventually wear down with use, but durability can vary greatly from person to person. Softstar shoes can last anywhere from 3 months to 10 years depending on how the shoes are worn and treated. The minimal, glove-like properties of our natural leather shoes promotes healthy foot development, balance and body awareness, but our shoes may not be as resistant to abrasion as thickly padded shoes made with multiple layers of dense rubber and synthetic materials.

Wearing sizes that are too big or too small, traversing rough terrain, scraping toes or shuffling feet will cause our shoes to wear down quickly. On the other hand, wearing the proper size, developing a healthy gait and giving your shoes a little care can greatly extend their lifespan. Some of our customers have run over 800 miles with a single pair of RunAmocs and others have passed down their children's shoes 3 or 4 times. Within the shop we even have a few well-loved pairs that are 15 years old and counting!

If the style or materials are obviously not a good match for your durability needs then we will address your current concerns under our comfort and fit guarantee. Limit one repair/replacement per customer per shoe purchase.

Common examples of wear and tear that are not covered include the following:

  • Holes worn through soles.
  • Sole delamination due to heat damage or improper care.
  • Any modifications made by customer without approval from our customer service team.
  • Holes in toes due to dragging.
  • Wear on heels of uppers due to customer pronation or supination.
  • Cracked or dried leather.
  • Damage from exposure to salt water, high heat or extreme use.

Repairs:

Over time, your shoes may need repairs due to normal wear and tear. Softstar does perform limited repairs for a minimal $5 return shipping charge. Please read below to see which types of repairs we can do. To request a repair, please email us a photo of the shoe(s) with an explanation of your repair request before you ship your shoes to us. If we can fix it then we will send you instructions with a repair form to complete, which can be downloaded here:

Our most common repairs involve re-sewing shoes to soles when stitching has come undone with wear over time, or replacing the elastic closure in our moccasins and Ramblers. Please note that shoes sent for repair must be clean or we will return them to you for cleaning—our sewing machines require it!  

While our workshop is equipped to make new shoes, repairing holes worn through soles or uppers is a process that requires a different set of skills and tools. We recommend seeking a local cobbler in your area for soling repair needs. If you do not have a local cobbler then we are happy to try and perform shoe repairs when possible, but please be aware that some repairs are beyond our ability. We know you love our shoes, but after many cycles of wear it just might be time to retire those puppies!


Customer Service:

Softstar guarantees you the best customer service experience possible. When you call our customer service team here in beautiful Oregon, your call be answered by a real person who is involved with the everyday happenings of our shoemaking workshop. We are dedicated to ensuring your comfort and satisfaction.


Disclaimers:

Our workmanship guarantee does not apply to clearance sale shoes labeled as “Irregular” or “Cosmetic Defect,” in which defects have been disclosed prior to purchase.