Exchanges and Returns

We want you to love your Saoi purchase. While we do not offer refunds, we’re happy to facilitate exchanges or issue store credit under the conditions outlined below.

General Policy (Online & In-Store Purchases)

  • No refunds will be issued. We offer store credit only.

  • Exchanges are permitted under the following conditions:

    • The item is full-priced (not on sale or marked down).

    • You received the wrong item or wrong size.

    • Exchange is for the same item and design only (e.g., different size or color, if available).

    • You notify us within 14 days of receiving your order.

    • A valid Saoi Warranty Card is provided with the return.

    • Exchange requests must be submitted to aftercare@saoi-shop.com. Requests made without prior communication will not be accepted.

    • Each purchase is entitled to one-time exchange only. All exchanges are final.

We understand that shoe fit is personal. For both online and retail shoe purchases, our return and exchange process is as follows:

  • Valid for returns/exchanges within 14 days of receiving your order.
  • Item must be unworn and returned in original packaging.
  • Items showing any sign of wear (inside or outside) will not be accepted.
  • If the product is defective or the wrong size was sent, return shipping is free. Otherwise, shipping charges are the responsibility of the customer.
  • All returns undergo a final inspection. If they do not meet the return criteria, the item will be returned to you at your cost.
  • Warranty Card must be included with the returned shoes.
  1. Email us at aftercare@saoi-shop.com within 14 days of receiving your item(s).
  2. Include your order number, the item(s) you'd like to exchange, and the reason for the request.
  3. Once approved, we’ll email you with further instructions.
  • Items must be unworn, unwashed, unaltered, and in original packaging.
  • Any sign of use will result in a rejected exchange.
  • Exchange items may be returned via J&T or DHL, or in person at our Retail Store.
  • Drop-offs via Grab, Lalamove, or other third-party couriers will not be accepted unless the customer is physically present for in-store exchanges.
  • Please provide a tracking number once the item is shipped back to us.
  • Saoi is not responsible for lost or damaged items during transit.
  • Return shipping fees are borne by the customer, unless the item was defective or incorrect.
  • Saoi reserves the right to decline any exchange request, even if all conditions are met, at its sole discretion.

If you have questions or need help with your exchange, our team is ready to assist at aftercare@saoi-shop.com.