FAQ Shoes

Exchange Policy

• What is your shoe exchange policy if they don’t fit?

  Your first exchange is on us. To initiate an exchange, or see if your items are eligible, please visit our returns portal here. If you have any additional questions, please contact us at [email protected], and we will help you out. Any additional exchanges will be paid by the customer.

  Shoes MUST be in unused, like new condition, with all the original packaging. If we receive your shoes in unsatisfactory condition, we will send the shoes back to you.

  If you are an International customer and wish to exchange your shoes, the customer will have to pay for shipping to our warehouse.

  No returns or exchanges on closeout shoes, One-Offs, flash sale, or Blem shoes.

• Can I exchange my shoes for a different model?

  Yes. You may choose to go with a different model. Any models with a higher retail value will be honored. Any models with a lower retail value will get the difference reimbursed by store credit. 

• I wore my shoes once, can I still exchange them?

  Items MUST be returned in new condition. If items are not returned in original condition with original undamaged box and packaging, the shoes will be sent back to you.

• Do I have to pay for shipping on exchanges?

  No, you can obtain a pre-paid shipping label from our returns portal. This applies for first exchanges only on eligible items.

• How long will it take to process my exchange once you receive them?

  Once the item(s) are received, you will be notified by email. We will then issue an order for the new requested size. 

• Can I return them to the gym?

  Online orders must be returned to us with the return label provided.

• Can I exchange my shoes at a store that carries them?

  Not if the shoes were ordered online directly. If ordered from a shop, please exchange them at the shop you ordered them from.

GENERAL

• Do you have exact measurements of the shoes?

  We have taken great strides to ensure our sizing chart is as accurate as possible. Please refer to the sizing chart for the model of shoe you are interested in for accurate So iLL shoe sizing.

• Can I compare the size of So iLL shoes to my current climbing shoes?

  All brands have a different take on their sizing (including different sizing within brands) Please refer to the sizing chart for the model of shoe you are interested in for accurate So iLL sizing.

• How much will the shoes stretch?

  Leather shoes can stretch: up to 1 full size

  Synthetic: tends to ebb and flow during a session. Synthetic will become more malleable as you wear them and then revert back to size when they are cold.

• Are the shoes Vegan?

  All of our synthetic models are Vegan friendly.

• Where do the shoes ship from?

  We proudly ship our shoes from our hometown warehouse in Saint Louis, Missouri