Ship Internationally
 

Customer Service

FAQ

  • How can I track my order?

    For orders shipping within the United States - Please click here to track your order. Be sure to follow the steps on the screen. Please allow up to 3 business days from the date of your order for tracking information to appear.

    For orders shipping Internationally - Once your order leaves the United States, you will receive an order shipping confirmation by email that will provide tracking information. It can take up to 18 business days for order delivery (Canadian Express shipments may take 9 business days).

  • How do I return my order?

    Shoes.com offers easy returns and free returns for U.S. customers.

    U.S. Customers: To request a postage-paid return label and packing slip, please click on:

    http://www.shoes.com/returns

    International Customers: Click Here

    Please note: Item(s) must be returned in the original brand box (packaging). Shoes.com does not offer exchanges. You will only receive a refund for returned items. If a new item or size is desired, we recommend placing a new order at your convenience.

  • What are your shipping options?

    Shoes.com offers several shipping options. For details, click here.

  • What is your return policy?

    Please click here to view information about our return policy.

  • Why did my promo code not work?

    There may be a number of reasons why your promo code did not apply.* When applying promo codes, coupon codes and gift certificates:

    • Some discounts may only be applied to sale-priced items (regular-priced items may be excluded).
    • Only one promo code can be used per order. The last code you enter will be the one that gets applied.
    • Promo codes, coupon codes and gift certificates may not be used on previous orders and may not be redeemed for cash.
    • Certain items and brands may be excluded from some discounts and promotions. View our excluded brands.

    *Refer to the terms and conditions of each offer for specific information.

  • Does Shoes.com offer exchanges?

    We are unable to offer exchanges for Shoes.com orders during the return process. If you desire another style, size or color, simply visit Shoes.com to place a new order for the item(s) you want, subject to availability.

    Special Note: When reordering the same style, if there is a difference in the price you originally paid, simply contact us after you have completed the new purchase. Please provide your new order number, so that we may issue a credit to you.

  • How can I contact you?

    Email: Click here

    Phone: 1-888-233-6743

  • Do you ship Internationally?

  • How much do you charge to ship to my country?

    International shipping costs are calculated based on a number of factors including the number of items you are purchasing, the weight of the items and the destination country/region. International shipping will be calculated and guaranteed during the Borderfree global checkout based on the items you are purchasing and your shipping destination.

    If you'd like to get an estimate before placing your order, please place the desired merchandise in your cart and proceed to Checkout. Once your shipping address is entered, you will see an itemized description of costs.

  • How do I return an order that was shipped internationally?

    For international orders - A Return Authorization must be created prior to returning your shipment to ensure proper credit is given.

    Please note:

    • Customers have 60 days from the date of purchase to return unworn merchandise.
    • Item(s) must be returned in the original brand box (packaging).
    • The original shipping and handling fees are non refundable.
    • The costs for BorderFree to forward your order back to our Returns Department in the U.S. will be subtracted from your refund total.
    • We do not offer exchanges, and if a new item/style is desired, you will need to place a new order on our website.

    Please click here to request a Return Merchandise Authorization (RMA) number and receive return instructions. Be sure to indicate how many boxes you'll be using to return your purchase, as a RMA number is required for each parcel being shipped back to us.

  • Why was my order cancelled?

    We routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if we ran out of stock in an item. In both cases, an email confirmation will be sent with the specific cancellation reason of your order. For more information, we ask that the credit card holder call us at 1-888-233-6743.

  • Can I cancel my order?

    To better service our customers, orders are processed and shipped very quickly. Therefore, we will be unable to cancel or modify your order, as we are unable to edit orders once they begin to process. Unworn items purchased on the Shoes.com site may be returned within 60 days of the purchase date for a refund.

  • Can you help me find my size?

    Our website provides size conversions from U.S. to Euro sizes for each shoe in the size drop-down box. Not sure what size you wear? We offer a free printable sizing chart for men, women and children on our Fit Assistance Page.

  • Do you charge sales tax?

    Shoes.com charges tax on purchases shipped to California, Missouri, Minnesota, Illinois, New York (some exclusions apply), New Jersey, Tennessee, Wisconsin, Pennsylvania, Connecticut, Texas, Florida, Nevada and Georgia. By law, we must charge tax on shipments to the states in which we operate our business.