FAQ Climbing Shoes

Exchange/Return

  • Return shipping to So iLL is the customers responsibility. We will pay for shipping back to the customer (US only). Please fill out and return the return/exchange document with your shoes. Any additional exchanges will be paid by the customer.

  • Yes, with the understanding that the price difference between the shoes will be charged to the card provided in the return/exchange document. Please see our return/exchange document.

  • Shoes MUST be in unused, like new condition, with all the original packaging. Please see our return/exchange document. If we receive your shoes and we need to clean them, we will charge a $10 cleaning fee. If we receive your shoes and they cannot be properly cleaned, we will charge your card to ship the shoes back to you.

  • Items MUST be returned in new condition. If items are not returned in orginal condition with original undamaged box and packaging a $10 cleaning fee will be assessed. We will do our best to clean the shoes, however, if the shoes cannot be cleaned, the credit card provided on the return/exchange document will be charged for return shipping and your shoes will be returned to you. If a flat return is desired, charges for shipping and insuring packages to So iLL are the customer’s responsibility. A 20% restocking fee will be charged to the credit card that is provided on the return/exchange document.

  • Please see our return/exchange document.

  • If the model/size that you require is in stock, ≈3-5 business days. If they are not in stock, we will notify you to give you an estimated timeframe.

  • Online orders must be returned to us. Please see our return/exchange document).

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



GENERAL

  • We have taken great strides to ensure our sizing chart is as accurate as possible. Please refer to our sizing chart for accurate So iLL shoe sizing.

  • All brands have a different take on their sizing (including different sizing within brands) Please refer to our sizing chart for accurate So iLL sizing.

  • 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.

  • All of our synthetic models are Vegan friendly.

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