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Exchanging or Returning an Item?


Not in love? No worries. If your order isn't quite right, we'll happily take it back within 60 days of purchase. See details below, browse our FAQ or contact Customer Service


Tell Us about Your Order

*If you've shipped outside the U.S., visit International Returns

*If you ordered from events.shoebuy.com, visit Private Events Returns

*And if you've shipped to a U.S. address, see Standard Returns


Our Policy (U.S. Orders)

Exchanges are FREE for all U.S. orders and we hope you'll fall in love the second time around, whether that means finding the right size, width, color, style, or a completely different product. Choose from over one million – including shoes, clothing, bags, and accessories – from over 1,200 brands. We'll give you a prepaid return-shipping label once you select a replacement item - it's easy!

Returns are simple, too. If you choose to return a U.S. order for a refund, we'll give you a prepaid return-shipping label and a refund for the amount you paid for the returning item. A $6.95 restocking fee will be applied for each item returned. Unfortunately, we cannot reimburse for shipping fees like express or international shipping added to your original order. If you made purchases on or before 7/31/2015, your return will be processed under our old Return policy.


Fine Details


  • Items must be sent back within 60 days from the purchase date, though during the holiday season (November 1 - January 1) we'll give you up to 90 days from the purchase date to make gift-giving easier
  • Items should be unworn and include all original tags
  • All packaging including the original shoe box should be included
  • You'll be provided with a prepaid return-shipping label for each item (not available on items shipped from APO / FPO locations or outside the US).
  • Items should always be mailed back to ShoeBuy, not the manufacturer
  • Refunds and restocking fees are applied to the original payment method within 5 business days of receipt to our warehouse
  • Credits can take an additional 2 - 10 business days to post to your account, depending on your credit card

Getting Started

Sign in to your ShoeBuy Account from a computer or tablet...

  • Under "My Recent Orders", click the item's Order ID number
  • Follow instructions to exchange or return, and get your shipping label

...OR, Click here and use your Order ID #

  • Copy it from your order or Shipping Confirmation email
  • Follow instructions to exchange or return, and get your shipping label

Sending It Back to Us

Once you receive your shipping label:

  1. Repackage items exactly how you received them — boxes, tags, and all
  2. Tape your new shipping label over the original one
  3. Take your sealed box to any UPS location or drop-off box

Done - We'll Take It from Here!

  • We'll email you a tracking number and confirmation if your return meets our policy
  • We'll give you a refund (but also apply a $6.95 restocking fee per item, if you're not exchanging)

Expecting an Exchange?

  • Your new item will be processed once we receive your return
  • The purchase amount of your replacement item will be charged once it ships
  • We'll email you a new order confirmation and a shipping confirmation

Need a Hand?

Give us a call at (888) 200-8414 or email us at service@shoebuy.com

For information about orders shipped outside the U.S., visit International Returns


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