Once your order has been placed, you’ll receive a confirmation email with your order and delivery details.

If you don’t see it in your inbox, do check your spam or promotions folder. If it’s still missing, feel free to reach out to us at contact@softrogue.com.

If you have an account with us, simply log in using your email and password to view your order history and current order status.

If you checked out as a guest, you can access your order details by clicking the “View your order” link in your confirmation email.

If you need to make any changes, please email us at contact@softrogue.com as soon as possible with your order details.

We begin processing orders quickly so they can reach you sooner, which means we may not be able to make changes once an order has been shipped. If it hasn’t been dispatched yet, we’ll do our best to assist.

For orders within Singapore

• Standard delivery: 3–5 working days
• Express delivery: 1–2 working days

For international orders, delivery times vary by location. Drop us an email at contact@softrogue.com with your shipping address, and we will help to advise.

We currently ship within Singapore:

• FREE for standard delivery
  
• $10 for express delivery

For international orders, drop us a message at contact@softrogue.com directly with your address, so that we can check the pricing for you.

If you need to make any changes to your delivery information, please email us at contact@softrogue.com as soon as possible with your order details.

We begin processing orders quickly so they can reach you sooner, which means we may not be able to make changes once an order has been shipped. If it hasn’t been dispatched yet, we’ll do our best to assist.

Once your order has been placed, you’ll receive an order confirmation email containing your tracking number. Simply click on the tracking link in the email to view the latest delivery status of your parcel.

You’ll also receive email updates when your parcel is:

• Picked up by the courier
• Out for delivery
• Successfully delivered

If you’re unable to locate your tracking email, feel free to reach out to us at contact@softrogue.com.

Refunds

We totally get the change of mind and love, so we offer refunds and exchanges within 14 days of you receiving your order, as long as the shoes are unworn. After 14 days of receiving your order, all sales are final.

Items must be returned in their original packaging and in their original condition, unused, unworn, and undamaged. In the event that the returned item(s) do not meet our policy, it will not be accepted and a top-up payment for redelivery will be required.

All postal fees, customs duties and taxes for returns are to be paid by the customer.

Refunds will be made based on invoiced value excluding shipping charges should your order fall short of the minimum spend for free shipping. 

Once we have verified your return, all returned items will be refunded via your original payment mode.

Exchanges

For exchanges, once we have verified your exchange piece, we will proceed to send out the product that you request (provided that it is in stock). If not, we will refund you via your original payment mode.

Refunds will be made based on invoiced value excluding shipping charges should your order fall short of the minimum spend for free shipping.

We are unable to provide any reservation for exchanges, unless it's a defective product.

Do note that you're only allowed one exchange per item. Once an exchange for an online order has been made, it cannot be further returned.

We reserve the right to refuse any exchange or returned item that does not meet our policy.

To initiate a return, please email us at contact@softrogue.com within 14 days of receiving your parcel, along with your order number and the item(s) you’d like to return.

Subject: Return Order (#Your Order Number)

The date of receipt will be based on our courier tracking records.

Once we’ve reviewed your request and confirmed your return is eligible, we’ll guide you through the next steps.

A few things to note:

• Kindly wait for our confirmation before mailing out your parcel, as we’re unable to take responsibility for returns sent without prior approval
  
• Returns should be sent using a courier service with a valid tracking number
  
• Once approved, please dispatch your return parcel within 3 days
  
• Return shipping costs will be borne by the customer
  

If you have any questions along the way, feel free to reach out.

We’re so sorry for the mix-up, that’s never the experience we want you to have.

Please email us at contact@softrogue.com within 30 days with the details:

1. Your Order Reference
2. The product code of the defective item
3. Photo of the defect

Our Support team will get back to you as soon as possible and assist you with an exchange. If the piece is no longer in-stock, a refund will be issued.

Every pair goes through careful quality checks before leaving our warehouse, we’re truly sorry if your item isn’t in perfect condition. In the rare instance that you have received a defective item, please email our Support team at contact@softrogue.com and include:

• Clear photos of the defect
• Photos of the product packaging
  

Once we receive your email, we’ll review it promptly and work with you to make things right as quickly as possible.

If your order qualified for complimentary delivery and you decide to return your item(s), the original shipping cost will be deducted from your refund amount.

Complimentary shipping is offered when the minimum purchase requirement is met. If a return causes your order total to fall below that threshold, the shipping cost will be adjusted accordingly.

The same applies to promo codes. If returning an item results in your order no longer meeting the minimum spend required for a promotion, the discount will be voided and your refund will be recalculated based on the updated order value.

If you need clarification before proceeding with a return, please feel free to reach out, we’re here to help.