Return Process and Policy
Free Returns* If your shoes aren’t working out, you can request one FREE return shipping label per order. Start your return here
See USA returns below.
To start a return, enter your order number and email address or phone number in the returns portal to access your order. You can then select the items you want to return, and you will receive a free prepaid Canada Post return label by email. You have a 10-day return window from the delivery date to drop your return off at Canada Post.
Please note, we will deduct a $5 restocking fee per pair from your refund.
When returning multiple items, please return them in a single package. If you choose to return items separately or use multiple shipping labels, a $20 shipping fee will be deducted from your refund.
Our Free Returns* is only valid with our Canada Post return shipping labels.
Returned items must be in new condition and not worn outdoors. The product box must be in the same new condition that you received it in. Please include the original receipt of purchase inside the box and wrap the box to keep it in good condition. You can reuse the bag it came in by turning it inside out.
For Remote locations like Nunavut, there may be a higher return cost.Exchange
We do not offer direct exchanges. The fastest way to get what you want is to return the item and make a separate purchase for the new item. Once we receive your return, we will issue a refund.
Refund
We will notify you once your return has been processed. Refunds take up to 2-9 business days after we receive your package. You’ll be refunded to your original payment method. Please note, original shipping fees on orders under $120 are non-refundable.
Refunds will not be issued for items returned outside of our return guidelines. A 20% restocking fee or more may apply if the return doesn’t meet all the guidelines. DO NOT tape the box directly, please wrap the box, we will withhold an additional $15 from any refund that has tape on the box.
Sale Items return
Returns accepted on items discounted up to 39%. All sale items discounted 40% or more are a Final Sale and are not returnable or exchangeable. Socks are final sale.
Order Cancellations/change
If you need to change or cancel your order, please contact us at info@shoesforthesoul.ca immediately. We cannot guarantee order changes or cancellations can be made if your order has already been packed or shipped.
Wrong address
If you enter your address incorrectly and the package gets returned to us, all return shipping costs are at your expense. Please double check your mailing address on your order confirmation once you place your order.
Shipping Liability and Lost Package
Once a package has been marked as delivered by the carrier to your address, we cannot be held liable for theft or loss. If you believe your package was stolen, please check with neighbours, file a report with your local authorities.
Customer Service
Monday to Friday (excluding holidays) 10:00 am to 4:00pm PST. Contact us at: info@shoesforthesoul.ca