Thank you for your interest in our shoes! Since we handcraft every pair, we have the ability to do limited design work upon request. Before requesting such work, please read the following explanations of what we can and cannot do.
Here are the different categories of work described on this page. Scroll down for more details on each category:
Standard Requests: No Charge, Fully Returnable/Exchangeable
The following requests are part of our regular approach to shoe making and can be done for select styles. These alterations come at no additional charge and are still eligible for returns or exchanges. Some of these requests can be found in the product options on our website, and others must be ordered by contacting our Customer Service elves directly (541-753-5845 or firstname.lastname@example.org):
Advanced Requests: Non-Returnable/Non-Exchangeable, May Incur Extra Fees
The following requests are not eligible for returns or exchanges and may require in additional fees. Please contact our Customer Service elves to place these orders (541-753-5845 or email@example.com):
We offer the following modifications to certain shoe styles only for children with special needs. This work usually incurs extra design fees and is non-refundable. Before requesting these services, please read the terms below for information on timetables, fees and expectations:
Turnaround time on made-to-measure shoes may vary, so expected turnaround time for specific orders will be discussed when the request is received. We only take a limited number of made-to-measure requests each month for children, and none during our peak production season from September to January. Priority for made-to-measure work is given to children with special needs.
In addition to the standard fee we already charge for custom shoes, we charge $60/hour on all custom shoes for labor spent sizing and creating made-to-measure patterns. This hourly fee includes any phone and/or email consultation that exceeds 1 hour and is billed in 15 minute increments. We do offer some discounted and pro-bono custom work for special needs children each year. Please contact us if you think you fall into this category.
Made-to-Measure Return Policy
We do not accept returns or exchanges on made-to-measure work. If the shoes we send you do not work then we will alter them in a second attempt to meet your needs. Customers are responsible for all return postage costs as well as design or material charges on the second attempt. If we cannot meet your needs after a second attempt we will not continue the process as likelihood of success would be too low. The cost of the shoe, including the custom design fees and postage, are non-refundable. We strive for 100% satisfaction but sometimes making shoes to meet special needs from a distance is unachievable.
How to Request a Made-to-Measure Shoe
If you are interested in having Softstar work on custom shoes for your child, please contact us and include any information that may be helpful, including tracings of the foot, measurements and relevant photos. We will let you know if we can assist you and, if so, provide estimated fees and discuss our policy and turnaround time. We never charge more than we estimate without first contacting you.
Sorry, but we do not offer the following services: