Returns & Exchanges Policy

Return Window

We offer a 48-hour return policy, which means you must submit a return request within 48 hours after your order is marked as delivered.

We also offer a 7-day exchange window, allowing you to request an exchange within 7 days after delivery, subject to item eligibility.

Requests submitted outside of these timeframes will not be accepted.

START RETURN

Return Eligibility

To be eligible for a return or exchange, items must meet all of the following conditions:

  • Items must be unworn, unused, and unwashed
  • Items must be returned in original condition with all tags attached
  • Items must be in original packaging
  • Shoes must show no signs of wear, including creases, scuffs, dirt, or sole marks
  • Proof of purchase is required

How to Start a Return or Exchange

To initiate a return or exchange, please contact us at service@softjamstudio.com.

Please include:

  • Your order number
  • Reason for return or exchange
  • Clear photos if the item is damaged or incorrect

Returns sent without prior approval will not be accepted.

Return Shipping & Fees

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect
  • Original shipping fees, customs duties, taxes, and VAT are non-refundable
  • Shipping fees paid to receive the original order will not be refunded

Exchanges

  • Exchange requests must be submitted within 7 days of delivery
  • All exchanges are subject to stock availability
  • If the requested item is unavailable, a refund or store credit may be offered

Damaged or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery with clear photos so we can evaluate the issue.

Non-Returnable Items

  • Sale items marked as Final Sale
  • Gift cards
  • Custom-made, personalized, or special-order items
  • Accessories, socks, or hygiene-sensitive items
  • Items showing visible signs of wear or use

Unacceptable Returns

  • Signs of wear, washing, or use
  • Makeup stains, hair, fibers, dust, dirt, deodorant, or perfume odors
  • Shoe sole wear, creasing, scratches, or scuff marks
  • Damaged or missing original packaging
  • Returns sent outside the approved return window

Rejected returns may be sent back to the customer at their expense.

Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved, refunds will be issued to the original payment method within 7–10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since approval, please contact us at service@softjamstudio.com.

Policy Enforcement

To ensure fairness to all customers, we reserve the right to limit or refuse returns in cases of excessive, suspicious, or abusive return activity.