FAQ

Have a question for us? Start with our FAQ section.
We think you'll find what you're looking for here!

1) What do you sell in your retail store, and why is it different from your website?

We offer an intimate, carefully curated collection of our best sellers, newest styles, and seasonal limited edition store exclusives. Our full collection can always be found on our website. The best part of being in the store is, you can see the newest collections and find your perfect fit. Don’t see what you want in store we are happy to order it online for you.

2) When do Fillmore Exclusives come out? How will I be notified?

Please come see us to see when store exclusives become available. We anticipate two to three of these new, limited-edition styles per season. We will not notify anyone when these shoes hit the store because of the surprise nature of these exclusives, but you will probably see them popping up on social media as soon as they hit the store!

3) What is the exchange and return process at the store?

Our store offers exchanges and returns for unworn, unwashed shoes in their original box within 30 days of purchase. We have also partnered with Happy Returns, which has bars throughout the Bay Area and across the US. Bring your unworn shoes in the original packaging with the receipt, to the store or a Happy Returns Bar for an instant refund. Find the nearest location to you, [here](https://locations.happyreturns.com).

4) Why do I need to wait in line when I only have an exchange or a return?

Our store is small, so there is often a line. If you’re only returning and not trying to exchange for another style or size, please let our staff know, and we’ll speed up the process. If you do not want to wait in line and do not want to exchange you can go directly to a Happy Returns Bar located throughout the Bay Area. Find the nearest location to you, [here](https://locations.happyreturns.com). Bring your unworn shoes in the original packaging with the receipt, to the store or a Happy Returns Bar for an instant refund. For exchanges, you will need to wait so that our staff can properly assist you with a new size or style.

5) How can I contact the store?

If you have questions for the store, please email sffillmore@rothys.com and we will respond as soon as we can. If you’d like to speak to someone in Customer Service, please call (415) 737-6849. Unfortunately, the store cannot take phone calls or orders at this time.

6) Why is there a line outside your store? Why do I need to wait to try on shoes?

We are so appreciative of our customer’s enthusiasm! We work incredibly hard to to keep your wait time short. Our store is small, and our goal is to give each customer personalized service so that you can find your right size and style without being rushed. Your patience and understanding are greatly appreciated.

7) What are your store hours?

Our store is open from Monday to Saturday from 10am to 6pm and Sunday from 10am to 5pm.

8) Can I use my referral codes in store?

Yes, we are happy to apply it to your order. Please have your valid code ready at the time of purchase.

9) What are your hours during the holidays?

We will be closed Thanksgiving, Christmas, and New Year’s Day. On all other holidays, we will be open from 10am to 5pm.

Our Store

1) What do you sell in your retail store, and why is it different from your website?

We offer an intimate, carefully curated collection of our best sellers, newest styles, and seasonal limited edition store exclusives. Our full collection can always be found on our website. The best part of being in the store is, you can see the newest collections and find your perfect fit. Don’t see what you want in store we are happy to order it online for you.

2) When do Fillmore Exclusives come out? How will I be notified?

Please come see us to see when store exclusives become available. We anticipate two to three of these new, limited-edition styles per season. We will not notify anyone when these shoes hit the store because of the surprise nature of these exclusives, but you will probably see them popping up on social media as soon as they hit the store!

3) What is the exchange and return process at the store?

Our store offers exchanges and returns for unworn, unwashed shoes in their original box within 30 days of purchase. We have also partnered with Happy Returns, which has bars throughout the Bay Area and across the US. Bring your unworn shoes in the original packaging with the receipt, to the store or a Happy Returns Bar for an instant refund. Find the nearest location to you, here.

4) Why do I need to wait in line when I only have an exchange or a return?

Our store is small, so there is often a line. If you’re only returning and not trying to exchange for another style or size, please let our staff know, and we’ll speed up the process. If you do not want to wait in line and do not want to exchange you can go directly to a Happy Returns Bar located throughout the Bay Area. Find the nearest location to you, here. Bring your unworn shoes in the original packaging with the receipt, to the store or a Happy Returns Bar for an instant refund. For exchanges, you will need to wait so that our staff can properly assist you with a new size or style.

5) How can I contact the store?

If you have questions for the store, please email sffillmore@rothys.com and we will respond as soon as we can. If you’d like to speak to someone in Customer Service, please call (415) 737-6849. Unfortunately, the store cannot take phone calls or orders at this time.

6) Why is there a line outside your store? Why do I need to wait to try on shoes?

We are so appreciative of our customer’s enthusiasm! We work incredibly hard to to keep your wait time short. Our store is small, and our goal is to give each customer personalized service so that you can find your right size and style without being rushed. Your patience and understanding are greatly appreciated.

7) What are your store hours?

Our store is open from Monday to Saturday from 10am to 6pm and Sunday from 10am to 5pm.

8) Can I use my referral codes in store?

Yes, we are happy to apply it to your order. Please have your valid code ready at the time of purchase.

9) What are your hours during the holidays?

We will be closed Thanksgiving, Christmas, and New Year’s Day. On all other holidays, we will be open from 10am to 5pm.