Return Policy

Find answers to questions about returns, refunds, exchanges and repairs for Softstar shoes.
What is Softstar's return policy?

Softstar shoes that are still in brand new condition may be returned for a refund for any reason within 45 days of receipt from any country in the world. This also applies to shoes that you customized with your own unique colors and motifs. We will refund the full cost of the shoes, but customers are responsible for all return shipping charges.

Visit our returns page to learn more.

There are some exceptions to this policy: shoes treated with leather care products, shoes purchased from our biannual clearance sales and shoes made with advanced requests are non-returnable.

Your refund will be applied after the shoes arrive at our shop. If you would like to exchange your shoes for a different size/color/style then you can simply place a new order at your convenience.

Please let us know if you need help with a return. Softstar also has a Happy Feet Guarantee which outlines replacements/returns for workmanship, fit or durability concerns. 

How do I return my shoes?

Simply ship your shoes back to us for a full refund. You can either print a prepaid shipping label or coordinate your own return shipping. Customers are responsible for all return shipping fees.

Visit this page for more information about returns or to print return shipping labels:

If you would like to exchange your shoes for a different size, color or style then you may go ahead and place a new order online at your convenience. You may also call us to place your new order over the phone. The refund for your returned shoes will be processed once they arrive at our workshop.

Can Softstar repair my shoes?

We are happy to perform repairs on Softstar shoes, when possible. For more details on the kinds of repairs we can perform and for instructions on requesting a repair, visit our Happy Feet Guarantee page.

Do I pay the shipping fees to return my shoes?

Yes, unless we made an error with your order then you are responsible for paying the the shipping fees to return your shoes. If you are returning shoes due to an error we made then we will send you a prepaid return shipping label.

Does Softstar guarantee their handcrafted shoes?

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.

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.

Click here for more details about our guarantee.