Refund policy

Last Updated: October 1, 2026

We want you to be happy with your purchase. If something doesn’t work out, you can return eligible items for a refund, exchange, or store credit within the timeframes below.

Returns for a Refund

Items are eligible for a refund to the original payment method when the return is initiated and received at our warehouse within 30 days of delivery.

To be eligible for a return:

• Shoes must be in new, unworn condition and returned in the original shoe box.

• Clothing must be unworn, unwashed, and have the original tags attached.

• All merchandise must be free of wear, stains, deodorant, odors, or other signs of use.

• Items must be returned with their original product packaging.

Items marked Final Sale are not eligible for return.

Exchanges & Store Credit

Items are eligible for an exchange or store credit when the return is initiated and received at our warehouse within 60 days of delivery.

Exchanges are subject to product availability.

To start a return or exchange, visit our Returns Center:

https://returns.bigshoes.com/returns-portal/login

Please initiate your return through our Returns Center before sending merchandise back to us.

Return Shipping

Return shipping costs depend on the return option and coverage selected with your original order.

If you opted out of Return Label Coverage, you are responsible for the cost of return shipping.

If you choose to ship a return yourself, we strongly recommend using a trackable shipping service.

Return packages should be sent to:

Big Shoes Returns Dept.
4314 Willow Springs Rd
Austin, TX 78745

Original Shipping Charges

Original shipping charges are non-refundable.

If your order originally qualified for free shipping based on a minimum purchase requirement and your return reduces the qualifying purchase amount below that minimum, the applicable shipping charge may be deducted from your refund.

Packaging Requirements

Please place the original shoe box or product packaging inside a separate shipping container before returning it.

Do not attach a shipping label directly to a shoe box or use the shoe box itself as the shipping container.

A $10 restocking fee per affected pair may be deducted when merchandise is returned without its original shoe box or when the original shoe box is damaged because it was not protected by an outer shipping container.

Worn or Used Merchandise

Returned merchandise that shows signs of wear or use cannot be accepted.

If a return is rejected, we will notify you by email and explain the reason. You may request that the merchandise be shipped back to you at your expense.

You must contact us within 30 days of the rejection notice if you would like the merchandise returned. Unclaimed rejected merchandise may be considered forfeited and donated after 30 days.

Damaged, Incorrect or Defective Items

Please inspect your order when it arrives.

If you received an incorrect or damaged item, please submit the issue through our Returns Center so our team can review it and help make it right.

Warranty Claims

We offer a 90-day warranty period for qualifying defective merchandise.

Warranty claims are eligible for replacement or store credit, not a refund.

A product may be considered defective when there is a manufacturing, material, structural, stitching, hardware, or component failure that is not caused by normal wear or misuse.

Normal wear and tear, improper care, accidental damage, misuse, changes in comfort or appearance over time, and damage caused by exposure to moisture, heat, or chemicals are not considered manufacturing defects.

Warranty processing times may vary by brand.

Refund Processing

Once your return is received, it will be inspected and processed. We’ll notify you once your return has been reviewed and let you know when your refund or store credit has been issued.

Approved refunds will be issued to your original payment method. After a refund is issued, additional processing time may be required by your bank or credit card provider before the funds appear in your account.

Store credits will be sent to the email address associated with your order.

Exchanges

Exchange orders will be processed after your qualifying return is received and reviewed.

Where available, we may also offer an instant exchange option through our Returns Center. The terms presented when selecting an instant exchange will apply.

International Returns

International returns generally follow the same eligibility requirements as domestic returns.

International customers are responsible for return shipping costs, and we do not currently offer international exchanges. If you need a different size or item, please place a new order.

Please use a reliable, trackable shipping service when returning merchandise internationally.

International returns should be sent to:

Big Shoes Returns Dept.
4314 Willow Springs Rd
Austin, TX 78745
United States

European Union Right of Withdrawal

Customers receiving merchandise in the European Union may have a legal right to withdraw from an eligible purchase within 14 days of receiving the order, without providing a reason.

This statutory right is separate from our standard return policy and is subject to applicable EU consumer law, including applicable exceptions.

EU customers can initiate a withdrawal through the EU withdrawal option in our Returns Center. Where permitted by applicable law, the customer is responsible for return shipping costs.

Nothing in this policy limits consumer rights that cannot legally be waived or restricted.

Questions?

If you have questions about a return, exchange, refund, or warranty claim, please contact us:

Email: help@bigshoes.com
Phone: (800) 475-6008
Customer Service Hours: Monday–Friday, 10:00 AM–5:00 PM Central Time