Return Policy

We accept returns on all shoes that are in brand new condition within 45 days of delivery, even if you customized them with your own unique colors and motifs.

There are some exceptions to this policy. These conditions will make your shoes non-returnable:

  • Shoes that are dirty or show signs of wear.
  • Shoes treated with leather care products.
  • Shoes sold in our semi-annual clearance sale or Made-to-Order shoes. These shoes will be labeled as non-returnable at time of purchase.
  • USA Returns Portal

    Send your still-new shoes back to our workshop for a refund. You can use this button to create a return label, and $9.00 will be deducted from your refund.

    About RePack

    You may have received your shoes in a RePack reusable shipping package. If you use this mailer to return your purchase to Softstar, you must either print or purchase a pre-paid shipping label and affix it to the outside of the package.

    The RePack label on the inside flap is only for mailing empty bags to RePack, and should remain tucked inside the package if you are returning shoes to Softstar.

    Ensure Return Label Says

    THIS

    SHIP TO: Softstar Shoes, 914 Main Street, Philomath Oregon 97370 USA

    green check mark softstar return label example

    NOT THIS

    The label addressed to REPACK is only for mailing EMPTY bags to be reused.

    red cross mark repack return label example

    If you would rather coordinate your own return shipping

    You may wish to use our printable self-ship label. Please include a note with your name, order number and reason for return. We strongly recommend getting a tracking number in case there are any problems with the delivery service. Ship to: Softstar Shoes, 914 Main Street, Philomath OR 97370.

  • International Returns Portal

    Send your still-new shoes back to our workshop for a refund. You can use this button to purchase and print a return shipping label for approximately USD 20 (EUR 17):

    Canadian Customers: please note we are unable to refund HST

  • How to Exchange Shoes

    To expedite delivery of your new pair of shoes and to ensure order details are correct, we ask that you return your original items to us for a refund and place a new order online at your convenience. The cost of the original shoes will be refunded when they arrive at our shop.

    We strongly recommend getting a tracking number when you ship your shoes back to us in case there are any problems with the delivery service.