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Shipping & Returns

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Shipping & Handling

Shipping Canada

Flat Rate Shipping (With Tracking) – $18

Toronto local pick-up options are currently unavailable

Shipping US

Flat Rate Shipping (With Tracking) – $25

* For US + International orders, additional duties may apply upon arrival. Soft Focus is not responsible for these additional costs. 

International Orders

- Base Rate International Shipping – $50

* Some additional charges may be due for express services to regions in the Middle East + Asia Pacific. Your order may have duties charged upon arrival. Soft Focus is not responsible for these additional costs. 


How to process a return

- To request a return or exchange, please e-mail us within 14 days of your purchase with the reason for your return.

- Once approved by Soft Focus, you will receive and email with return instructions – do not send back your package before receiving this email.

- Soft Focus will accept returns on orders from Canada + the US. We do not offer returns for international orders at this time. 

- Please make sure the product is in its original un-used condition before sending it back. Items must be returned within 10 days of your return instructions email being received.

All returns should be sent to:

All returns + fees incurred for a return are to be paid by the customer. Exchanges are subject to additional shipping fees.

Note – For US returns, please indicate "return" or "return to origin" on the customs for supplied by the shipper. We recommend shipping via USPS. If you ship via UPS or FedEx additional brokerage fees may be applied to your package, which the customer is responsible for.

Return Policy

Your return may be deemed ineligible for a refund or exchange if the following occurs:
1. Your package is received at Soft Focus past the 10-day window since receiving your return confirmation email.
2. Your item(s) are defective, worn or damaged.
3. Your package incurs additional import fees which are not covered by Soft Focus

If a return is deemed unacceptable, it can be returned to the customer at the customer's expense.


Soft Focus will accept merchandise in its original unworn condition for a refund or exchange when accompanied by the original sale confirmation email. All sales of full-price merchandise, are final after 14 days of purchase. Sales made with discount code WELCOME20 or WELCOME15, as well as discounts applied to Kits + Sets, are also eligible for return or exchange under these conditions. 

Sale items and purchases made with promotional codes are considered final sale and cannot be returned or exchanged. WELCOME20 or WELCOME15 discounts, as well as discounts applied to Kits + Sets are exempt from this. All underwear is final sale. 

Refunds will be applied to the original form of payment, excluding shipping costs. Soft Focus is not responsible for any returns that are lost or damaged.

Once your refund has been issued, you will be notified via the email we have on file. Please note that your banking institution may require additional days to process the refund.

Soft Focus reserves the right to refuse returned products that have been used, worn or altered in any way. 

**PLEASE NOTE: if you partially return an order that initially received free shipping, a fee reflective of the cost of shipping fee will be deducted from your refund if the kept item is under $150.


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