Frequently Asked Questions
While we recommend that you place your order online, you are always welcome to call our friendly shoe experts toll free at 1-866-393-9291 to place an order over the phone. Our Customer Service Center is open M-F 10am-4pm EST.
At this time, we are currently unable to accommodate requests for special or custom orders. All of the merchandise that we currently have available is displayed on our website. We're adding new styles, colors and sizes daily so please check back with us or sign up for our newsletter to find just what you're looking for.
After you complete your order, you will receive an order confirmation email that can be used as a receipt. In addition, your order will be delivered with a packing slip in the box.
Shortly after your order is submitted you will receive an email confirmation. You will also receive a shipping confirmation email once your order has shipped.
It is not always possible to change or cancel an order once it has been placed, as we send items out as soon as possible. Once the order has been processed, you will need to return the original item to obtain a refund and/or place an order for the new product. Please see our Exchange & Return Policy below for additional information. If you have entered an incorrect shipping address, please contact us immediately.
Orders will be shipped same or next business day depending on the time your order was received. You will receive a tracking number along with a shipping confirmation email once your order ships. This email will arrive 1-2 business days after you receive your initial order confirmation email.
Many of our styles are seasonal or limited editions; this means once they sell out they will not be restocked. However, some of our classic styles may be restocked. Please sign up for our newsletter so that we may keep you informed on the latest updates and availability of your favorite styles.
We post size recommendations on each product. These recommendations are based on customer feedback.
We currently accept Visa, MasterCard, Discover Card, PayPal, Amazon Pay and Apple Pay for all orders. When filling out credit card information, please enter your name exactly as it appears on your card. For our customers’ protection, transactions cannot be processed if the billing information is not 100% accurate. For questions regarding credit card security, see our Safe Shopping Guarantee.
Shipping is FREE on all regular priced items, as well as exchanges. For returns there is a $6 shipping and handling fee per item. Sale items have a $6.95 flat fee for standard shipping within the Continental US per item. Exchanges are FREE.
Yes! If you are within the 30 day return window click here to get started. Just enter your email and then select the items and reason for exchanging or returning. You'll then receive step-by-step instructions and a prepaid shipping label via email.
If the item you are returning is eligible for an exchange and your order is eligible for Instant Credit, you may request an exchange at the time you process your return.
To exchange for a different size in the same product, simply select your new size from the drop down. If you do not see the size you are looking for, it means it is unavailable in that style and color at this time.
To exchange for a different style or color, click through the return process and request a refund. You may be offered an Instant Credit Refund code you can use to purchase something new on the site. The voucher code will need to be applied at checkout.
Items purchased in the last 30 days. Items that are unworn and in original condition
Items that have been worn cannot be return. In addition, final sale items and free items may not be returned.
While processing a return or exchange via the Returns Center, you may be offered an Instant Credit code along with a prepaid shipping label.
Not all orders will receive an Instant Credit code and may only be eligible for a return for a refund. If you do receive a code, you are not obligated to use it. If it's not used by the time your return is processed at our warehouse, you will receive a refund to the original payment method and the code will be deactivated.
If you elect to use Instant Credit, here’s how it works: You can shop now and select any item on the site. You'll use your Instant Credit code at checkout, similar to a gift card. The Credit amount will be for the amount of the items being returned. Instant Credit comes with no strings attached: any unused portion of your issued credit will be refunded after your items are received.
We will refund you within 7-10 days of receiving a return. You can also choose to receive an Instant Store Credit that can be used online right away, which is the fastest and easiest way to make an exchange for a different product or to purchase a different shoe.
STILL HAVE QUESTIONS?
Send a message to firstname.lastname@example.org with your name, order number, and how we can help and someone from our team will get back to you within 48 (business) hours. Or give us a call at 866-393-9291.