View answers to our most frequently asked questions.
Returns & Exchanges
How do I complete a self service return?
Purchases may be returned or exchanged within 60 days of the purchase date and must be new, unused, and contain all original packaging. We will only accept used items if there is an obvious defect. Online purchases can be returned to any of our store locations free of charge. Items purchased at one of our store locations can ONLY be returned at a store location.
Other ways to return online purchases are:
1. Ship It Back – Head over to our Returns page where you will be guided step-by-step through the process. A $6 fee will be deducted from your refund once the return is processed.
2. Drop It Off – Conveniently return packages at more than 8,000 Walgreens locations and select Nordstrom stores. Head over to our Returns page where you will be guided step-by-step through the process. A $6 fee will be deducted from your refund once the return is processed.
PayPal orders: Online purchases made using PayPal can only be processed through the Returns Center and refunds will be credited directly to your PayPal account. We are not able to process PayPal returns in our stores.
Klarna Orders: Purchases made using Klarna can be processed through the Returns Center or by returning to a store. Klarna orders returned in-store will be credited at the full item value directly to the customer. Any outstanding balance due Klarna will still be billed per the Klarna terms. For additional information about returning orders made using Klarna, please visit Klarna’s terms.
How do I exchange an item?
Exchanges can be performed to change the size or color in the exact same style, or to change the style if the exchange item is the exact same price. For an exchange, please call 800-430-SHOE (7463) and an agent will be happy to assist you or visit any of our store locations.