Welcome to our Returns Center! Returning items is easy and hassle-free.
If you opt for a store credit refund or exchange, we'll even cover the return shipping cost!Â
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 within 45 days, and a store credit if initiated within 90 days.
- Items marked as final sale cannot be returned.
- We do not refund any original shipping charges.
- Customers selecting to be refunded to their original payment method will be responsible for the return shipping. The exact return label cost will be applied to the refund amount in the form of a shipping fee.
If an item(s) is returned worn, you will receive an email notification stating that the return cannot be processed. Items that do not follow our return policy can be returned to the customer if requested. The cost of shipping will be charged before the item can be returned to the customer.
Holiday Returns Window: Nov. 1st - Jan. 15th
International Return Policy
Our international return policy follows the same guidelines as domestic returns. However, please note that we are unable to provide prepaid shipping labels for international orders. Therefore, international customers will be responsible for the cost of return shipping. If you have any further questions, please contact us.
Please mail your items to:
Big Shoes Returns Dept.
4301 Willow Springs Rd
Austin, Texas, 78745
How can I initiate a Return for Defective Product?
For shoes covered by our 90-day warranty, submit an image, provide a description of the error, and select your preferred outcome in our Returns Portal linked below. Once you have submitted the error via our returns program, a member of our returns team will reach out to you with further details. If your order falls outside of the 90-day period, please email our team at help@bigshoes.com for assistance.
Include the following information in your request:
- Order Number
- Description of Issue
- Photo of Defect
Please note the following:
- For orders shipped outside of the USA, the customer is responsible for all shipping charges.
- Warranty claims are not available for refund; replacement or store credit only.
- If your item has not been worn and has arrived damaged or defective, please follow the same procedure listed above. However, select "Item was damaged/defective when it arrived" as your return reason. Items that have not yet been worn are eligible for a refund and will be provided with different resolutions.
Refund and Exchange Processing Time
- 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 once your return is received by our team.
- Exchange orders will be shipped after your return is received by our team. To expedite the exchange process, we offer instant exchanges. If you opt for an instant exchange, you will be required to enter your card information so that our returns portal can place a $1 hold on your card. This hold ensures that your exchange order can be placed and shipped promptly. Once your returning item 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.