Returns & Exchanges Conditions
Any online order may be returned within 75 days from the date of purchase to a SoftMoc retail location or via mail to our return center. You may also complete an exchange or receive a store credit within 90 days from the date of purchase.
Return Eligibility:
- The item must be unworn, in the original shoe box.
- Must place item in a protective parcel and apply shipping labels to the outside of the package - not to the actual shoe box.
- Include a copy of your original invoice.
- Request for refunds from resellers placing bulk orders are subject to SoftMoc discretion.
- SoftMoc does not accept any returns for online orders, instore pickup orders or direct ship orders at our Warehouse Sale Stores on Orfus Road in North York, ON or Hopkins Street in Whiby, ON.
- Returns are always accepted as long as they meet our Return Eligibility Criteria at all our inline and Shoe Rack Stores.
To Return Via Mail:
Enter your Order Number & Billing Last Name. Next, select the Return Order tab and request a Return ID Number. You will receive an email with all necessary return information and if eligible, you will receive a Free Return Label. If you are not eligible for a Free Return Label, please use the "Return Address for Canadian Customers" below to complete your courier label.
Please write the Return ID Number on the outside of the shipping box (not the actual shoe box).
Return Address for USA Customers:
SoftMoc Returns
60 Industrial Parkway
Cheektowaga, New York
14227
Returns For Items Picked Up In Store
Any In-store Pick-Up order can be returned to any one of our retail locations (except for our Outlet Stores) within 75 days from the date the order is placed. You may also complete an exchange or receive a store credit within 90 days from the date of purchase.
Return Eligibility - The item must be unworn, in the original shoebox and include a copy of your original invoice.
Free Size Exchanges
If you love your item but the size isn't quite right, we can accommodate your return and repurchase!
You can visit us in-store for an instant exchange or begin the process online.
For an online size exchange, please visit the 'Order Tracking' page to view your order. Select the 'Free Size Exchange' button. Select the new size for your item. You will have the option to exchange at a local store near you, or 'Continue Exchange via Courier'. If you chose to return by Courier, you will receive a 'Free Return Label' in your email to return your original order. Once received, your new size will be shipped to you.
Please note that your original item must meet our 'Return eligibility' policy for a size exchange.
Return Eligibility - The item must be unworn, in the original shoebox (if returning via mail - it must also be enclosed in a protective shipping box) and include a copy of your original invoice.
Free Returns
Any online order placed on SoftMoc.com which qualifies for Free Shipping will also qualify for Free Returns. Qualifying orders will receive a prepaid return postage label.
Shipping costs are non-refundable.
Refund Policy
Refunds will be applied to the payment method on which you made the online purchase. Refunds are processed to include the amount you paid for the item(s) along with any sales tax that was charged at the time of purchase. Please allow an estimated 3-10 business days for these changes to appear on your card statement.
*Due to courier hours of operations, all weekends and holidays are not included in estimated shipping times.
*If a Frequent Buyer credit was used on the initial order, the credit will not return to your account until the original order has been refunded. Should you wish to re-use this credit, please wait until your original item is returned to place your new order.
1 Year Reasonable Wear Guarantee
SoftMoc offers a 1 Year Reasonable Wear Guarantee on all products we carry. Our Guarantee refers to manufacturing defects in workmanship and materials and does not include general wear and tear, unintentional damage or the natural breakdown of colors and materials over extended time and use.
If you are concerned you are experiencing a manufacturing defect, SoftMoc welcomes you to bring your product, along with valid proof of purchase to your nearest SoftMoc Retail location for inspection from our highly trained staff members.
If SoftMoc confirms a defect within the original refund period, we will gladly provide a full refund or a product replacement. If SoftMoc confirms a defect outside of the initial refund period but within the one year warranty, we will provide store credit in the form of a gift card or a product replacement pending available inventory.
Should you require any further information or assistance, please contact our customer care team.
