Shipping Information - Softstar Shoes

We Offer FREE Shipping Options Worldwide!

softstar-shoe-shipping-rates

Shipping delivery times shown above do not include the time required to make shoes, if necessary.

We use minimal packaging to reduce our carbon footprint.


Shipping FAQ

  • I see Repack as a shipping option. What is Repack?

    RePack makes reusable packaging materials that can be repurposed over 40 times to reduce trash and carbon emissions. If you select a RePack shipping option (currently only available to USA shipping destinations) then you will receive your order in one of these reusable packages, which include instructions for returning them.

    After emptying the package, remove the shipping label with your address, unfold the prepaid return shipping label so it is visible on the outside of the package and drop it in the mail. The package will be returned to RePack for inspection and sent out to new vendors (like us) for reuse.

    Click here to learn more about RePack and the impact it has on the environment:

     

  • When will my order be ready to ship?

    It is our goal to ship our handmade shoes within 1–4 business days of receiving your order, but it could take up to 10 days during busy times of the year, especially during the holiday season.

    Due to the COVID-19 pandemic, our resources are limited and social distancing measures have slowed down our shoemaking process. It may now take up to 15 days for your shoes to ship. Thank you for your patience during this time.

    We do our best to keep our collection shoes in stock and ready to ship immediately, but it is always possible we will run out of the size and color you want to order. In that case, we will need to make the shoe before we can ship your order. Customized shoes made with your own color choices always require time to be made. Some shoes take longer to make than others. For example, RunAmocs take more time for us to prepare because we need an additional day to glue soles to the shoes.

    If you are in a hurry and need your order to ship immediately then please contact our friendly customer service team. They can check to see which shoes are available to ship right away. Also, shoes in our clearance categories are always ready to ship within one business day.

  • Do I need to be home to receive a DHL package?

    If you are not home for the delivery then DHL will provide contact information for you to arrange another delivery time that best suits you. For example, you can choose your next delivery date, arrange delivery with no signature or change the delivery address. You can also arrange to pick up your package at the nearest DHL locker.

  • What happens if I miss a DHL delivery?

    DHL will leave an information tag on your door if you are not home when they deliver your package. If you do not contact them to arrange an alternative (as described above) then they will then make second and third delivery attempts on the next two days. Before the 3rd and final attempt, your local DHL station will contact you to confirm and arrange the last delivery.

  • How do I contact DHL?

    You should receive an email from Softstar with your DHL tracking number the day your package ships. If you click the tracking link then it will bring you to a web page with information on how to contact DHL in your region. You can also visit the DHL website to find customer service information within your country.

  • What should I do if I entered my address incorrectly when I placed my order?

    If your package has already left our workshop then we no longer have the ability to cancel or change the shipment address. In the event that the package needs to be shipped a second time, you (the customer) will be responsible for the secondary shipping charge before the package is resent. You are responsible for checking and confirming that all shipping information is correct.

    If your order has not shipped yet then please contact customer service via email ([email protected]) as soon as possible. We will need your order number and correct address information. In most cases, if you have not received a shipment confirmation from Softstar then we likely are still able to edit address information.

  • How are duties and taxes handled?

    For destinations within USA:

    Some states require us to charge sales tax for online purchases shipping to locations within their borders. The tax amount varies between states, cities and counties. After you enter your shipping address in our online checkout process, our website will automatically determine if sales tax is required for your destination and will add that amount, if any, to your final cost. This tax will be paid to your state government. 

    For all other countries:

    Customers are responsible for paying all required duties and taxes required by the destination country. You may be given the choice to either prepay duties and taxes upon checkout or pay them when the package arrives. For some countries, the cost of duties and taxes will automatically be included in the total cost of the order. These options will vary depending on the destination country. You can change your destination country and convert prices to your local currency by clicking on the flag icon at the top of our website:

    Select Destination Country