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Customer Service: Free Returns & Exchanges
60 Day Money Back Guarantee
If you are not happy with your order, we are happy to accept a return or an
exchange at no cost to you for merchandise being shipped from within the United States. Click a link below to view our return policy or instructions for making a return or an exchange.
Return/Exchange Policy
If you are not happy with your order, we are happy to accept a return or an exchange at no cost to you*.
- Return shipping is FREE*. We will provide you with one pre-paid
UPS shipping label to return your order to us. Because we provide you with only one pre-paid shipping label per order, we suggest you wait for receipt of all items on your order before beginning the return/exchange process. After receiving all items on your order, please place all return items into one shipping box (any type of shipping box) to take advantage of the free return postage.
You can return your order for up to 60 days from the purchase date.
Items that you return or exchange must be in the condition that you
received them and in the original box. Shoebuy does not guarantee wear or
tear or any damage unrelated to the manufacturer.
- We will send you an email confirming your request, including the
18-digit tracking number on the pre-paid UPS shipping label and a link to
track the package. Once we receive your return item(s), we will credit your original payment method for the full purchase price of each item in the return
shipment. Once UPS shows that we received your return package, allow 3-5 business days for your credit to be issued.
- Please allow 1-2 weeks following receipt of your return for exchanges to arrive, if you requested an exchange. We will send you an order confirmation email for your exchange order as soon as it is placed. If you are in a hurry, return your original item for a refund and place a new order online for your replacement item. This will expedite your receipt of the new/replacement item.
- Please note, Shoebuy can only provide free return shipping for items shipped from a U.S. address. If you are returning an item within our 60 Day Return Policy from an address outside the U.S., please ship to: Shoebuy.com / Attn: Returns / 31 Draper Street / Woburn, MA 01801. In addition, please clearly write your Shoebuy.com Order Number on the outside of the shipping box. If you have any questions regarding returns from an address outside the U.S., please call Shoebuy.com Customer Service toll free at 1-888-200-8414 or from outside the U.S. at 1-617-451-2880.
- Please do not send your order to the manufacturer. We will take care of everything for you.
* Shoebuy's Free Returns & Exchanges policy does not apply to orders/merchandise being returned from locations outside of the United States and APO/FPO locations.
For additional information on returns from non-U.S. locations, click here.
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How to Make a Return or an Exchange
- For U.S. orders, click the link provided in the email confirmation that you received when the order was shipped. Or, click here
and enter your Order Confirmation Number. Do not include the suffix, only enter the numbers prior to the dash "-" if there is a dash in your Order Confirmation Number (for example, if your Order Confirmation Number is "123456-1", only enter "123456"). For orders from other non-U.S. locations, click here.
- Click on the "Return Items from this Order" link on the Order Tracking page.
Orders older than 60 days do not show the "Return Items from this Order" link. This is because orders older than 60 days exceed the maximum number of days an order is eligible for return.
- On the Return/Exchange Request page check the item(s)
that you would like to return or exchange on the Return
column and click the "Return/Exchange Checked Items" link.
- Verify the address from where you will ship the return package.
Click the "Continue" button.
- Choose to display the shipping label for immediate printing from your
browser or to have it sent to you via email and click the "Continue"
button.
We will provide you with one pre-paid UPS shipping label to return your order to us. Because we provide you with only one pre-paid shipping label per order, we suggest you wait for receipt of all items on your order before beginning the return/exchange process. After receiving all items on your order, please place all return items into one shipping box (any type of shipping box) to take advantage of the free return postage. If you are in a hurry, return your original item for a refund and place a new order online for your replacement item. This will expedite your receipt of the new/replacement item.
- For each item you return or exchange, confirm that you selected the
correct items. For exchanges, also enter the information required to
complete your exchange order.
- Verify that the information collected is accurate (the items you wish to
return and the exchange information, if any items are to be exchanged). If all
information is correct, click on the "Confirm Return" button.
- Print the shipping label once it displays in your browser or you receive it via
email.
- Enclose return item(s) and attach the shipping label to your return package. To help us expedite your return, include all original materials you received with your order, remove all address references from your return package (if you are using the original shipping box) before attaching the shipping label, and protect the shipping label by covering it with clear plastic tape and attaching it away from any seams or closures.
- Take your return package to UPS. To make the return process simple, there are
several options:
- Present your package to any UPS driver in your area.
- If your place of business has a UPS account, your package can be
picked up at no extra charge.
- Bring your package to any UPS Customer Counter.
- Drop your package off at one of the following UPS shipping locations:
Mail Boxes Etc, Parcel Plus, PakMail, PostNet, Postal Annex. (To find the
UPS shipping location nearest you,
click here
or call 1-800-PICKUPS).
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