FAQ
Last Updated:General
What sizes are available? Adult insoles are available in EU sizes 35–36 up to 45–46 (paired sizing). Kids Support has its own dedicated size range. All insoles include cutting lines so you can trim for a perfect custom fit. If you are between sizes, always choose the larger one.
Can I wash the insoles? Yes — hand wash only with mild soap and air dry naturally. Do not machine wash or tumble dry as this may affect the foam shape and performance.
How long do the insoles last? With regular daily use, insoles typically last 6 to 12 months depending on activity level and shoe type.
What shoes do SoftySteps insoles fit? Our insoles fit most shoe types including casual, formal, athletic, and military boots. The trim-to-fit design ensures compatibility with virtually any shoe size.
Is +COMFORT suitable for flat feet? +COMFORT provides daily cushioning and heel pressure relief — it is comfortable for people with flat feet, but is not a substitute for arch support. For flat feet, we recommend the Ortho Support Insole which provides direct 3.5cm arch lift.
Shipping & Delivery
How long does delivery take? Kuwait: same-day delivery for orders placed before 3:00 PM. Orders after 3:00 PM are delivered the next day. Orders placed after 3:00 PM on Thursday are delivered on Saturday. GCC countries and Iraq: 2–5 business days. Express DHL is available for 1–2 business day delivery — fees are paid by the customer at checkout.
Do you offer free shipping? Yes — free shipping on all orders above 26.100 KD.
Which countries do you ship to? We currently ship to Kuwait, Saudi Arabia, UAE, Qatar, Bahrain, Oman, and Iraq. International shipping is available and expanding.
Are prices inclusive of customs and taxes? Yes — for GCC orders, all prices include shipping, customs, and taxes. No additional charges are applied upon delivery.
Returns & Refunds
How does the 90-day guarantee work? Try any SoftySteps product for 90 full days. If you are not satisfied with the comfort, contact us via WhatsApp and we will process a full refund — no complicated conditions.
How do I request a return or exchange? Contact us via WhatsApp at +965 97494040 with your order number and reason for return. Our team will guide you through the process.
How long does a refund take? Refunds are processed within 5–15 business days after we receive and inspect the returned item.
Are shipping fees refundable? No — original shipping fees are non-refundable. If your order was paid via Cash on Delivery, the COD fee of 0.200 KD is also non-refundable.
Can I return one item from a bundle order? No — bundle discounts apply to the complete order. Both items must be returned together for a full refund. Returning a single item from a bundle is not accepted.
Payment
What payment methods do you accept? We accept Knet, Visa, Mastercard, Mada, and Apple Pay. Cash on Delivery is available within Kuwait only.
Is online payment secure? Yes — all transactions are processed through Shopify's secure payment system with full encryption.
Other
Do you have a physical store? We are currently online only — order from anywhere and we deliver directly to your door.
Where are your products made? SoftySteps products are manufactured in China to our design specifications and quality standards.
How can I contact customer support? Via WhatsApp at +965 97494040 or email at support@softysteps.com — available daily from 10:00 AM to 10:00 PM (Kuwait time).
