shopping bag items

Customer Care

Place An Order

To place an order on our website, please follow the instructions provided below, or you can contact our customer care number to place an order over the phone with one of our representatives.

Add To Cart

Once you have chosen the product(s) you wish to purchase, choose the size and quantity options provided on the right hand side of the page and then select "Add to Cart".

If purchasing more than one item, once you have added the first item, choose the option "Keep Shopping" down below the items already chosen. You can continue with this procedure of adding items to the cart until you have chosen all items you wish to purchase.

Entering A Discount

If you have received any type of special discount or promotional code that is currently valid with SoftMoc, this will need to be entered on the "Your Shopping Cart" page once all of your items have been chosen. There is a box near the bottom right hand side that says Add Discount Code which states "Enter Email Address" & "Enter Discount Code".

Here you would enter both a valid Club SoftMoc registered email address and the valid discount code and select "Submit". You should then see "Coupon Accepted" in green and the discounted savings will be reflected under "Order Summary" on the right hand side of the page.

Proceed To Checkout

Once all items have been confirmed in your shopping cart, choose the option "Proceed to Checkout". The following page will now provide you with three options: "Login into SoftMoc Rewards", "Register for SoftMoc Rewards" and "Continue as Guest". Select the option you wish and then choose "Continue".

Completing Your Order

You will now be prompted to enter your billing and shipping information and will provide you with the option to ship to a SoftMoc store for pick up under "Shipping Selection" at bottom of page and then choose "Continue". If you are logged in under a previously created "SoftMoc Rewards", your billing information will automatically be entered for you and you would then need to select your shipping information accordingly.

You will then reach the final page where all of your purchase information is listed on top of the page and where your payment method can then be entered (either credit card, Interac, Paypal, Sezzle or SoftMoc gift card is accepted). You will also find your shipping method options and costs located on the left hand side of the page.

For Pick Up in Store Orders

This option is located under "Shipping Selection". You will first be prompted to choose the location you wish to pick the item up at and then will proceed to this final payment page.

Once your payment information has been entered, choose the button "Place your Order" and you should then see a final screen with your confirmation number and details of the order.

For any further inquiries or assistance when placing an order, please feel free to contact our online department through one of our three response services.

Live Monitoring of your Order(s) can be made easier by signing up for the "SoftMoc Rewards" system free today!

Shipping Information

Free Shipping

SoftMoc is pleased to offer FREE SHIPPING on all eligible orders. Most items ship to most destinations for free! Once you provide your shipping address during the checkout process, SoftMoc will display any shipping charges on the final checkout page. Shipping charges are based on a per-item basis.

Most orders are processed within 24 - 48 hours and will arrive within 1-4 business days!

In-store Pick-up

Shop online and pick up at any SoftMoc location! Simply place an order on SoftMoc.com as normal and select "In-Store Pickup" for FREE delivery to any SoftMoc Location of your choice.

*Most orders are available for pickup within 48-72 hours once shipped to the store. Some items may take longer if they are shipping to or from remote SoftMoc locations. *Due to courier hours of operations, all weekends and holidays are not included in estimated shipping times. Free Returns

Any online order placed on SoftMoc.com which qualifies for FREE SHIPPING will also qualify for FREE RETURN SHIPPING. Qualifying orders will receive a prepaid return postage label.

To initiate a return, simply visit our Order Tracking page and follow the steps on the "Return Order" tab. Alternatively, you may contact our SoftMoc Customer Care team and we will gladly assist you.

Shoe Care & Accessories

Shoe Care & Accessories ship for free when bought with any footwear item that is eligible for Free Shipping.

Returns & Exchanges

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 shoebox (if returning via mail - it must also be enclosed in a protective shipping box) and include a copy of your original invoice.

To Return Via Mail:

Enter your Order Number & Billing Last Name below. 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 exchange, simply place a new order on www.softmoc.com with the correct item. Next, begin the return of your original item via mail (see Return Via Mail steps above). If you do not receive a Free Return Label, contact our Customer Care team at shoes@softmoc.com or 1-888-763-8662 to have it issued!

If the price of the item has changed since your original purchase, contact Customer Care before placing your new order so we can match the price.

Once we receive your original order and it meets return eligibility, we will issue you a complete refund!

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. Online Only Price Adjustments

SoftMoc will offer a one-time price adjustment if an item is marked down within 30 days of original purchase date, providing the items previously purchased are still available online in the specific colour and sizes purchased.

Price adjustment requests made after 30 days will not be processed.

*NOTE: Certain restrictions apply. We will not price adjust SoftMoc time-restricted promotions. Winter clearance, door crashers, Boxing Week, Black Friday, Cyber Monday and other special promotions*.

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.

Privacy Statement

SoftMoc Inc. & SoftMoc.com are constantly striving to provide excellent service to you, our customers, while building a long-lasting relationship. To achieve these goals, we occasionally need information about you when you visit our site.

SoftMoc Inc. & SoftMoc.com respects your right to privacy. When you visit SoftMoc.com, you may be providing information to us on two different levels about your visit:

  • Anonymous statistics collected as you browse the site
  • Personal information you knowingly give us.

We want you to be aware of how we handle this information.

Our Commitment to Your Privacy SoftMoc Inc. & SoftMoc.com would like to assure you that we do not:
  • Collect personal information from you unless you provide it to us.
  • Provide or sell the names and addresses of our customers [site users] to outside vendors.
SoftMoc Inc. & SoftMoc.com does:
  • Safeguard customers' information from unauthorized access.
  • Collect, maintain and use customer information as necessary to provide the most helpful and targeted products and services to meet customers' needs (e.g. customer care or new products or services).
  • Honor customers' requests to remove their names from our e-mail solicitation lists.
  • Maintain confidentiality of customer information when undertaking projects with other companies.

SoftMoc Inc. & SoftMoc.com values your privacy, and we reinforce this belief throughout our organization. Your information will be protected as described unless the specific web page says otherwise.

Statistics about your visit

As you browse the site, SoftMoc.com web servers and select 3rd party analytics providers collect information about your visit, not about you personally. Via web server logs, we monitor statistics such as:

  • How many people visit our site
  • Which pages people visit on our site
  • From which domains our visitors come (e.g., "Google.com" or "Yahoo.com")
  • Which browsers people use to visit our site

While we gather this information, none of it is associated with you as an individual. We use these statistics to improve our Web site, to monitor its performance, and to make it easier for you and other visitors to use.

Ad networks, including Google, may show you ads on sites on the internet based on your browser cookies and your visit history on our website. These ads are based on your anonymous browsing patterns & interests, not your personally identifiable information. Users may opt out of Google's use of cookies by visiting the Google advertising opt-out page.

Sharing of the Information this Site Gathers/Tracks.

Your personal information you submit is never shared with any third parties unless it is necessary to complete your request.

Security Statement

SoftMoc's checkout portion of its web site is on a SECURE SSL SERVER to ensure the security of your internet transactions. That means all information that you send through the Internet is ENCRYPTED and cannot be read by a outside third party. If you choose to pay by credit card we require you to enter your credit card number each time you place a order, since we don't store your number on our site. Your credit card information is only used to process your order. We believe this provides you with the most secure shopping environment.

SSL is a security protocol developed by Netscape Communications to compensate for the lack of data protection on the Internet. It will allow you to send and receive encrypted information to and from SoftMoc. This means that any information sent to SoftMoc will be completely encrypted. While information may travel across 20 networks, nobody will be able to decrypt data that is being sent or received.

As long as the web browser you're using supports SSL, such as Netscape Navigator, Microsoft Internet Explorer and AOL browsers, you can rest assured that your information will be submitted to our server with a high level of security.

Your browser identifies secure documents in several ways:

  1. In the location field, if the URL begins with https, rather than http, the documents comes from a secure server.
  2. If the door key icon located in the bottom left corner of the screen displays on a blue background, your transactions will be secure.
  3. The color bar across the top of the content area will similarly display as blue (for secure) and gray (for insecure).

Users will always be warned if a secure URL has been re-directed to an insecure location.

What will my information be used for?

All transactions that you initiate with SoftMoc on this web site are confidential. Your name will not be added to any mailing list and will NEVER be transferred to a third party.

WE PROMISE.