At Sofft Shoes Store, we’re committed to your complete satisfaction with our comfort-focused footwear and apparel. If you’re not entirely happy with your purchase, we’re here to help with our straightforward returns and exchanges process.
- Return Window: 15 days from delivery date
- Condition: Items must be unworn, in original packaging with tags attached
- Return Shipping: Customer responsible for return shipping costs
- Refund Processing: 5-7 business days after we receive your return
Our Return & Exchange Process
Step 1: Review Eligibility
Before initiating a return, please ensure:
- You’re within the 15-day return window from your delivery date
- Items are in original condition: unworn, unwashed, with tags attached
- Original packaging is intact
- You have your original order confirmation or receipt
Step 2: Submit Your Return Request
Complete the return request form below and email it to our customer service team:
Return/Exchange Request Form
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Full Name: [Your Full Name]
Order Number: [Your Order Number]
Order Date: [Date You Placed Order]
Contact Email: [Your Email Address]
Contact Phone: [Your Phone Number]
Items to Return/Exchange:
Product Name: [Product Name]
Size: [Size] | Color: [Color]
Quantity: [Quantity]
Reason for Return/Exchange: [Please specify reason]
Preferred Resolution:
□ Refund to original payment method
□ Exchange for: [Product Name, Size, Color]
□ Store credit
Step 3: Wait for Authorization
Our team will review your request within 1-2 business days and email you:
- Return authorization number
- Shipping instructions and return address
- Any additional instructions if needed
Step 4: Ship Your Return
Once authorized, please:
- Pack items securely in original packaging
- Include the return authorization form (we’ll email this to you)
- Use a trackable shipping method
- Keep your shipping receipt until your return is processed
Return Address:
Sofft Shoes Store Returns
3594 Rose Street
San Jose, US 95113
Refund Information
Refund Processing Time
- Processing begins: Once we receive and inspect your return
- Refund issued: Within 5-7 business days after inspection
- Appearance in your account: 3-10 business days depending on your payment provider
Refund Method
Refunds are issued to your original payment method:
- Credit Cards (Visa, MasterCard, JCB): Refunded to your card
- PayPal: Refunded to your PayPal account
Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility.
Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged:
- Sleepwear: All sleepwear items for hygiene reasons
- Worn or damaged items: Any items showing signs of wear, damage, or missing tags
- Final sale items: Clearly marked as final sale at time of purchase
Exchanges
We’re happy to exchange items for a different size or color, subject to availability. If the item you want is out of stock, we’ll process a refund instead.
Exchange shipping is free for the new item sent to you.
International Returns
Since we serve customers globally (excluding some Asian countries and remote locations):
- International customers are responsible for return shipping costs
- Customs duties and import taxes are non-refundable
- Please mark the package as “Returned Goods” to avoid additional customs charges
Need Help?
Our comfort-focused customer service team is here to assist you:
Email: [email protected]
Address: Sofft Shoes Store, 3594 Rose Street, San Jose, US 95113
Response Time: 1-2 business days
We’re committed to making your returns experience as comfortable as our footwear collections.