Refund & Return Policy

Refund & Return Policy

At SOFOTER, your satisfaction is our priority. We stand behind the quality of our insoles and want you to feel confident in every order. If something isn't right, we're here to help. Please review our return process and policies below.

Our Satisfaction Guarantee

We offer a 30-day satisfaction guarantee. If you are not satisfied with your order, you may request a return or exchange within 30 days of receiving your item, subject to the conditions outlined below.

Common Situations & How We Handle Them

Order Arrived Late If your order arrives later than our promised delivery window (21 days from dispatch), you are eligible for an $8 compensation as a goodwill gesture, while keeping your product. This applies to standard delivery delays and excludes delays caused by carrier disruptions, customs processing, or other events beyond our reasonable control.

Defective or Quality Issues If your product arrives defective or with a manufacturing or quality issue, we will send you a replacement pair free of charge. In the rare event of a recurring issue with the replacement, we will work with you to find the best possible solution.

Parcel Damaged on Arrival If your package arrives damaged, we will send you a replacement pair free of charge (see photo requirements below).

Wrong Item Received If you received the wrong or a missing item, we will either send you the correct item free of charge or cover the return shipping for the incorrect item — your choice.

Wrong Size or Color Ordered You may return or exchange the product. The customer is responsible for the return shipping cost.

Changed Your Mind / No Longer Wanted You may return or exchange the product. The customer is responsible for the return shipping cost.

Other For any situation not listed above, please contact us and we will work with you to find a fair solution.

How to Start a Return

  1. Contact us at info@sofoter.com within 30 days of receiving your order. Include your order number and the reason for the return.
  2. Approval & return address — Our team will confirm whether your return is accepted and provide the correct return address. Please note: an approved return will be canceled if we receive no response from you within 14 days of approval.
  3. Prepare your return — Securely pack the product(s) in the original packaging, including all items and accessories that came with it.
  4. Ship the return — Send the package to the address provided and share the tracking number with our team.
  5. Refund processing — Once we receive and inspect your returned item(s), we will process any approved refund within 5 business days to your original payment method. Please allow additional time for your bank or card issuer to post the refund.

Damaged or Defective Products — Photo Requirements

If your product arrived damaged or defective, please:

  • Take clear photos of the item on a flat surface, with the defect and product label both visible.
  • Email the photos and a short description to info@sofoter.com within 5 days of receiving your order.

We will send a free replacement. In the rare event of a recurring issue with the replacement, we will work with you to find the best possible solution.

Non-Returnable Items

The following cannot be returned:

  • Products that are excessively worn, damaged, or show signs of misuse (normal try-on to assess fit and comfort is expected and fine).
  • Pre-ordered products.
  • Free gifts or promotional items.

Promotional & BOGO Offers: Items purchased during promotional sales (including Buy-One-Get-One offers) may be returned but are limited to a maximum of 3 items per order. This helps us manage inventory and continue offering great deals.

Important Notes

  • All returns must be approved before shipping. Unauthorized returns sent without prior approval will not be accepted.
  • Please double-check your shipping information at checkout. If you need to correct your address, contact us immediately and we'll do our best to update it before dispatch.
  • Our customer support team is available Monday–Friday and will respond as quickly as possible.

Contact: info@sofoter.com

Thank you for choosing SOFOTER. We're committed to making sure you're happy with your purchase.

FAQ'S

Have more questions about our products and policies? Find answers the here.

Shipping & Delivery

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How long will it take to receive my package?

Once shipped, delivery usually takes between 5-8 business days depending on your location.

If you couldn't find the confirmation or shipping email, you can definitely find them in the spam or promotions folder of your email. Those emails are sent automatically from our server, so sometimes they may end up in your email spam folder (or may arrive via SMS if you entered the phone number).

To manage a confirmed order,please contact customer support ati info@sofoter.com

To track a shipped order, please visit our ‘Track Order’ page here nd insert your tracking number.

Product

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Do the Massage Insoles help with plantar fasciitis?

Yes, SOFOTER Massage insoles can help ease plantar fasciitis discomfort for many people by adding arch support and heel cushioning, which can reduce strain on the plantar fascia during long periods of standing or walking.

With normal daily wear, SOFOTER insoles typically last 12+ months (often longer), depending on how hard you use them. They’re built to resist flattening better than typical gel or memory-foam inserts.

Tip: To extend lifespan, hand wash occasionally and air dry

If you’re between sizes, we recommend sizing up and then trimming to fit for the most comfortable, precise fit.

Yes,  in most shoes, they’ll still fit comfortably.

Here’s the easiest way to make sure:

  • Remove your shoe’s original insole first (this gives you the most room and best fit).
  • If your shoes are roomier, you can place Stepprs on top — but if things feel snug, swapping out the original insole is the fix.
  • If you wear tight, low-volume shoes, you may notice a tighter feel compared to boots or trainers.

Yes! We offer a kids’ version of our Massage Insoles in smaller sizes, designed to fit children’s shoes comfortably. They deliver the same cushioned comfort and massage-point feel as the adult version, just sized for little feet.

Shop Kids’ Massage Insoles here

Ordering & Support

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Want to stock SOFOTER or buy in bulk?

Get exclusive wholesale pricing, contact us at b2b@sofoter.com

All Stepprs products come with a 30-day money-back guarantee. If you try your order and decide it’s not for you. Whether you don’t like it, it doesn’t work for your needs, it doesn’t feel right, or you’re simply not satisfied for any reason, you can return it within 30 days.

About SOFOTER

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How did the brand get started?

SOFOTER was created from the belief that healthy feet are the foundation of an active and comfortable life.

After seeing how many people experience daily foot pain, fatigue, and mobility challenges, we set out to develop products that provide reliable support without compromising on comfort.

Today, SOFOTER is dedicated to helping people feel better with every step through thoughtfully designed foot care solutions built for everyday life.

Unlike many brands that focus solely on cushioning, SOFOTER is dedicated to supporting the natural function of your feet.

Our products are designed to help improve comfort, provide reliable support, and make everyday movement easier whether you're working long hours, staying active, or simply spending a lot of time on your feet.

By combining quality materials, ergonomic design, and a customer-first approach, we create foot care solutions that help people move with greater confidence and comfort every day.