Welcome to our Returns Center! Returning items is easy and hassle-free.
Please note the following guidelines for returning items:
- Shoes: Must be returned in the original shoe box and in new condition.
- Clothes: Must be unworn, unwashed, and have original tags attached.
- All items must be free of stains, deodorant, wear, etc.
- All items must be shipped back in their original packaging, inside a shipping container, or a $10 restocking fee* will be deducted from your refund.
- Items are eligible for a refund if the return is initiated and received within 45 days, and a store credit if initiated and received within 90 days.
- Items marked as final sale cannot be returned.
- We do not refund any original shipping charges.
- By opting out of Package Protection and Return Label Coverage, you are acknowledging that you will be responsible for the cost of return shipping and your order is not insured in the event of lost, damaged, or stolen items. We are unable to make adjustments to this service once your order has been shipped.
*Restocking fees are applied per pair that is returned without a shoe box. For instances where items are returned in a shoe box, but not in a shipping container, the restocking fee is applied to each pair that was damaged. Common examples of this are: taping the shoe box, and/or attaching the return label to the shoe box.
* Items that are returned in worn or used condition cannot be accepted and will be classified as rejected returns. If your return is rejected, you’ll be notified via email with the reason for rejection and you can request the item be shipped back to you. You must contact us within 30 days of the rejection notice to request the item’s return and you will be responsible for the additional return shipping costs. We donate unclaimed items monthly, so any items not requested within 30 days will be considered forfeited and donated.
International Return Policy
- International returns follow the same guidelines as our domestic return policy.
- Orders from Canada, the UK, and Australia are now offered Return Coverage during checkout and can return your order through our return portal in our standard process. Return Coverage provides a FREE return label to all customers who opt in. By opting out of Return Coverage, you are acknowledging that you will be responsible for the cost of return shipping.
- For customers in other countries, please ensure your return adheres to our return policy and follow the instructions below to mail back your return:
1. Pack Your Return in a Shipping Container:
Repack your item(s) securely in the original packaging (if possible). Make sure all tags are still attached and the shoes are unworn.
2. Mail your Item(s) Back:
Please choose a reliable & trackable shipping service to ensure your return arrives quickly and can be monitored in transit.
Return your item(s) to the following address:
Big Shoes Returns Dept.
4314 Willow Springs Rd
Austin, Texas, 78745
3. Keep an Eye on Your Tracking:
We recommend monitoring your tracking details and being proactive if there are any delays or customs holds. Once your return arrives, we’ll process it within 5–7 business days and notify you via email.
Defective Items & Warranty Claims
- We offer a 90 day warranty period.
- Warranty claims are eligible for replacement or store credit only.
- Processing times for warranty claims vary by brand, as each brand handles these claims differently. We’ll keep you updated throughout the process and notify you as soon as your claim has been resolved!
- For orders shipped outside of the USA, the customer is responsible for all return shipping charges.
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A product may be considered defective if it meets one or more of the following criteria:
- Structural or material failure not caused by normal wear
- Broken or detached components (e.g., soles separating, straps tearing at the seam)
- Manufacturing or stitching flaws
- Hardware malfunctions (e.g., zippers, buckles)
The following do not qualify as defects:
- Normal wear and tear from use
- Damage caused by improper care, accident, or misuse
- Changes in comfort or appearance over time
- Damage from exposure to moisture, heat, or chemicals
Refund and Exchange Processing Time
*From November until February we receive an influx of returns. This can extend our standard processing time to 2-5 business days.
Store credit and exchanges are processed same day, year round.
- Returns are typically processed within 48 hours of receipt at our warehouse. Once your return has been processed, please allow 3-5 days for your bank to process the refund.
- If you chose store credit, you will receive an email with your store credit code the same day your return is received by our team.
- Exchange orders will be shipped within 1 business day of your return being received by our team.
- To expedite the exchange process, we offer instant exchanges. Instant exchanges allow us to ship your new item(s) before you return the original pair. To submit an instant exchange you will be required to enter your card details to place a $1 hold on your card. Once your return is marked as "in transit," the $1 hold will be released. However, if your item is not returned within 14 days, you will be charged the cost of the new item.
Need Further Assistance?
If you are still experiencing any issues or have additional questions, please email our team at help@bigshoes.com. Include your full name and order number in the email, and we will get back to you within 1 business day.