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 Customers: How to Return Shoes

    You have two options for shipping your shoes back to us:

    Option 1: Print a Prepaid Shipping Label

    Use this online form to generate a prepaid return shipping label if you meet our return requirements. Please note $9.00 will be deducted from your refund to cover shipping and convenience fees.

    Option 2: Ship It Yourself

    If you would rather coordinate your own return shipping then fill out the form on the back of the printed invoice you received with your order and include it in the box with your items. You can also cut out our return shipping address from the back of your invoice and tape it to your package. 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.

    Lost your invoice? Click here to print the form:

    About RePack:

    You may have received your shoes in a RePack reusable shipping package. You can use this package to return your purchase by following these steps:

    1. Remove and discard the label that shows your name and shipping address.
    2. Insert the product(s) you are returning into the RePack package.
    3. Use the attached Velcro to close the package, then add packaging tape to seal it securely.
    4. Attach a return shipping label to the outside of the package, but DO NOT use the RePack return label that comes attached to the envelope flap. All returns must be sent to Softstar's workshop in Philomath, Oregon. You can cut out Softstar's return address from the back of your invoice or generate a new return label using one of the options above.
  • Outside USA: How to Return Shoes

    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.