Customer Service

Secure Shopping Guarantee

At Söfftshoe.com your security is our primary concern. We are fully compliant of the credit card industry's Payment Card Industry Security Compliance program (PCI) and our entire staff is subjected to a thorough background check prior to employment. Your credit information is completely masked and can only be viewed or accessed by our security staff. This information is automatically deleted from our files 45 days after your purchase.

Rest assured that Sofftshoe.com uses the industry-standard Secure Sockets Layer (SSL) during checkout. This process encrypts all your personal and financial information before it is transmitted to our system. To check our security certificate, click on the Thawte logo located every page of this site.

Returns & Exchanges

If you are unhappy with your order you may return your purchase within 30 days of shipment for a refund or exchange. Shoes must be in original condition to be accepted for returns/exchange (unless defective). Beyond 30 days, our products are guaranteed against defects and workmanship.

Enclosed in every order is:

1. Merchandise Return Form to be filled out
2. Return Label with instructions for either a return or an exchange
3. UPS Pre-Paid Return Sticker for your convenience.

If you did not receive a Merchandise Return Form with your order, please print, fill out, and return this Return Form (Acrobat PDF) for your return/exchange.

Straight returns are charged a fee of $6.95 if the UPS Pre-Paid Return Sticker provided is used.The cost of shipping an item to us is the responsibility of the customer. (Note: exceptions to this policy are made for defective items). No shipping charges will be applied to exchange orders.

Please note that on all exchange requests you will be refunded for the item you return and then charged for the new item when it ships out to you.

We will process your return/exchange 1-2 days after it is received at our warehouse. You will receive an email from us to confirm the receipt and processing of your return. Please allow 3-5 business days for the refund credit to appear on your credit card/bank account.

If you have any questions, please contact us at 888.718.6898 or via email at customercare@Sofftshoe.com.

Sales Tax

Taxes that appear on your online order are approximate. The actual taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be calculated when your order is shipped. Orders shipped to CT, MA, and ME will have all applicable local and state sales taxes added to your total order, and to your shipping charges where appropriate.

To be clear, the Internet Tax Freedom Act (ITFA), which was signed into law on October 21, 1998, does not, as some have asserted, preclude sales and use taxes on any and all commerce conducted over the Internet. State and local governments are allowed to impose sales and use taxes on all such electronic sales, provided that the tax (and its rate) are the same as that which would be imposed on the transactions if they were conducted in a more traditional manner, such as over the phone or through mail order.

The ITFA is intended to prevent any jurisdiction from imposing special taxes on Internet transactions, other than such taxes that a jurisdiction already has the ability to impose (e.g., sales tax; see below). The ITFA prevents the imposition of any such taxes through November 1, 2014.

Currently, most e-commerce companies use the same taxation rules used by mail-order companies, which are based on constitutional guidelines for interstate commerce. Generally this means that states can only require companies to collect sales tax in states where they have business operations, and as a result, a company will not collect sales tax in states where they have no business operations. If someone were to order something from one of our catalogs, that person would only be charged sales tax if he or she shipped his or her order to a state where Söfft has physical operations. Example: If a person shipped something to Wyoming, Söfft would not be required to collect sales tax because it has no business operations in Wyoming.

The ITFA also prohibits state and local governments from imposing taxes on Internet access charges, protects against the imposition of new tax liability for consumers and vendors involved in commercial transactions over the Internet, and creates a temporary commission to study taxation of Internet commerce and to report back to Congress in 18 months on whether the Internet ought to be taxed and, if so, how taxes can be applied without subjecting the Internet and electronic commerce to special, discriminatory, or multiple taxation.

Consumer Return Policy Statement

We produce quality footwear that serves many different purposes. We stand behind the products that we produce. At times, despite our best efforts to assure the best quality, a product purchased from a retailer may have a defect in materials and/or workmanship as there are many components and processes that go into footwear manufacturing.

If a consumer believes that a manufacturer’s defect has caused unusual wear or otherwise affects the use of the footwear, we require the consumer to return the footwear to the retailer where the footwear was originally purchased. The original selling retailer has its own policies and processes in place to satisfy the consumer including an initial inspection for normal wear. In the event that the selling retailer can not reasonably satisfy the consumer, that consumer may then contact the brand manufacturer. If someone other than the original purchaser contacts or attempts to contact Söfft Shoe Company, Inc., it will be necessary for us to receive the appropriate written authorization from the original purchaser authorizing Söfft Shoe Company, Inc. to discuss the matter with the representative and to deal with the representative in resolving the matter.

We require that a consumer have the original sales receipt within one year of purchase and can identify the retailer that the footwear was purchased from. We may use reasonable efforts to contact that retailer on the consumer’s behalf to ensure full satisfaction. In the event that this is not possible the consumer may choose to return the footwear to us for inspection. If a determination is made that there is in fact a defect, Söfft Shoe Company, Inc. has, at its option, the right to either repair, credit in full against the purchase of inventory currently in stock at MSRP, prorate the value of the original purchase, as appropriate, or replace the footwear with the same or comparably valued footwear. If no defect is apparent the inspected footwear will be returned to the consumer.