Our online shop is temporarily closed.
Contact us for info on past orders: hello@insoftfocus.com
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CANADA + US SHIPPING RATES
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Enjoy Free Shipping on all orders over $150 or more before tax.
Orders under $150 can select a flat rate or express shipping option at checkout.
Toronto Only – in person pick-up is available at Souvenir. Once your order is processed, you'll receive a confirmation email to let you know when your order is ready. Please check the shop's site for business hours.
Flat Rate Shipping | Canada (With Tracking) – $18
Flat Rate Shipping | US (With Tracking) – $25
INTERNATIONAL SHIPPING RATES
Base Rate International Shipping – $50
*For US + International orders, additional duties may apply upon arrival. Soft Focus is not responsible for these additional costs.
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TO ISSUE A RETURN OR EXCHANGE
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:
SOFT FOCUS HQ
B - 698 LANSDOWNE AVE.
TORONTO, ON M6H 3Y8
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.
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TERMS FOR RETURNS + EXCHANGES
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
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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 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. 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.