Shipping + Returns


Enjoy Free Shipping within Canada on all orders over $150 or more before tax. 

Orders Below $150 and Next Day Delivery, will be calculated at checkout based on standard shipping rates.


Shipping to US + International will be calculated at checkout based on standard shipping rates using Canada Post Tracked Shipment (5-10 Business Days).

*Additional duties may apply upon arrival. Soft Focus is not responsible for these additional costs. 

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All Last Chance Sale merchandise is final sale. All underwear is final sale. 

Soft Focus will accept merchandise in its original unused condition for a refund or exchange when accompanied by the original sale confirmation email within 14 days of receiving your items. All sale items and purchases made with promotional codes are considered final sale and cannot be returned or exchanged. All refunds will be applied to the original form of payment, excluding shipping costs. Soft Focus is not responsible for any returns that are lost, damaged or sent to the wrong address. Please note there will be a fee for returns sent to the wrong address, which will be reflected in your refund amount.

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. All packaging must be included in your return.

**PLEASE NOTE: if you partially return an order that initially received free shipping, a $10-20 shipping fee will be deducted from your refund if the kept item is under $150.

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 a Soft Focus customer care rep, you will receive and email with return instructions – do not send back your package before receiving this email.

Please make sure the product is in its original un-used condition and all packaging before sending it back. Items must be returned within 7-10 days of your return instructions email being received.

All returns should be sent to:

Please note: All returns are to be paid by the customer. Exchanges are subject to additional shipping fees.

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