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.

    • Exchanges are for the same item and design only, with a different size 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.

For international orders outside of Malaysia, our return and exchange process is as follows:

  • International orders are eligible for a return or exchange within 14 days of the customer receiving the order.
  • ⁠Items must be unworn, unused, and returned in their original packaging, with the Warranty Card included.
  • Items showing any signs of wear or use, either inside or outside, will not be accepted for return or exchange.
  • ⁠If the item received is defective or the wrong size was sent, we will cover the return shipping cost. For all other returns or exchanges, the customer is responsible for the return and exchange shipping costs.
  • For international returns or exchanges, the customer is responsible for any return shipping fees, return clearance fees, customs duties, taxes, or other charges imposed by the destination or transit country and the charges related to sending the replacement item for an exchange.
  • Any customs duties, taxes, or other fees paid when the original order was delivered are not refundable by us.
  • Customers are responsible for making sure the returned item is properly packaged and safely shipped back to us. We are not responsible for items that are lost or damaged during the return shipment until they are received by us.
  • All returned items will go through a final inspection once received. If the item does not meet our return and exchange requirements, the return or exchange may be rejected and the item will be sent back to the customer at the customer’s cost.
  • We reserve the right to refuse a return or exchange if the item does not meet the conditions stated in this policy or if the request is made after the 14-day period.
  • Exchanges are subject to product availability. If the requested replacement item is unavailable, we can offer an alternative or another solution where applicable.
  • Any refund, where applicable, will only be processed after the returned item has been received and successfully passed our inspection.
  • ⁠ ⁠If you refuse or fail to pay the required duties, taxes, or import charges, your parcel may not be delivered.
  • ⁠The parcel may be abandoned or destroyed by the courier or customs.
  • ⁠If this happens, we will not issue any refund.
  • The full cost of your item(s), original shipping fee, and any other amount already paid will be forfeited.
  • ⁠We will not refund the item cost or shipping cost if the parcel is not delivered because you refused or failed to pay the required duties or taxes.
  • ⁠By placing an international order, you agree to pay any duties, taxes and import charges required by your country.
  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.