FAQ

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1) What is your return policy?

Returns and exchanges are accepted for all unworn shoes within 30 days of purchase for a full refund with free return shipping. We know you need to take them for a quick test spin, but make sure to only wear them in the house and never outside. If they feel tight they will not stretch out over time as there is no break-in period. Our shoes will fit the same way day one as they do a year later. We suggest you go up a half size if they feel too snug. All items must be returned in the original packaging. We cannot accept any shoes that have been worn for weeks inside, outside, or washed or altered in any way. Rothy's gift cards are not returnable or refundable, along with any promotional or final sale items.

2) How do I return my order?

Rothy’s accepts all unworn shoes for a refund to original payment, eGift card, and/or exchange within 30 days of purchase. Return or exchange your shoes in person with Happy Returns, via the Mail, or in our SF store. All returns or exchanges can be initiated directly at Happy Returns Return Bar or online.

There are three options to return or exchange your shoes:

- Return or exchange in person: Visit a Happy Returns Return Bar. Click here to find a location near you. All you need to bring with you are your unworn shoes in the original packaging. Your refund will be initiated immediately.

- Return or exchange online: Visit our Returns Center. You can either print a shipping label and drop off at the carriers listed on the label (USPS or FedEx). Or you can still take your shoes in their original box to a Happy Returns Return Bar. You will receive an email when your return is received and your refund has been processed.

- Return or exchange in store: We are located at 2448 Fillmore Street in San Francisco. All you need to return are your unworn shoes in the original packaging and your receipt.

3) Do you offer exchanges?

Yes! Please note we have changed our exchange policy. We now offer exchanges for a different size and color in the same style! Your exchange order will now ship when the original order has been returned at a Happy Returns Return Bar or sent back via the mail. Unworn shoes may be exchanged within 30 days of purchase in the original packaging.

4) How long does a refund or exchange take to process?

- Refund or exchange in person: Once your original pair has been processed at a Happy Returns Return Bar, your refund will be initiated immediately and your new exchange order will ship out within 24 hours, if processed within business hours. Click here to find a location near you.

- Refund or exchange online: Visit our Returns Center. Once your return has been scanned by the carrier, your refund will be initiated and your exchange order will be shipped. Please allow 10-14 business days for your refund to be processed by your bank.

- Return or exchange in store: We are located at 2448 Fillmore Street in San Francisco. All you need to return or exchange are your unworn shoes in the original packaging and your receipt. Your refund will be initiated immediately. You can exchange and receive your new pair in store if your size and style is available. If your desired size and style is not available in store, your shoes will ship once your return has been processed.

5) May I return shoes I bought online in the store?

Yes, you may return or exchange any unworn shoes to our retail store as long as it's within 30 days of purchase. If you’re not in San Francisco, you may return your shoes at any of the 300+ Happy Returns Return Bars across the country. Click here to find a location near you.

6) May I return an in-store purchase online?

Yes, you may return or exchange any unworn shoes online via our Returns Center within 30 days of purchase and with their original packaging. You may also return shoes at any of the 300+ Happy Returns Return Bars across the country. Click here to find a location near you.

7) Can I return an order that was a gift?

Yes! You can either process online by visiting the Returns Center and clicking "Process a Gift Return." You may also return them at any of the 300+ Happy Returns Return Bars across the country. Click here to find a location near you.

8) When will my exchange shoes ship?

- Exchange in person: Visit a Happy Returns Return Bar. Once your original pair has been processed at a Return Bar your new exchange pair will ship out within 24 hours, if processed within business hours.

- Exchange online: Visit our Returns Center. Once your return has been scanned by the carrier, your exchange order will be shipped.

- You can exchange and receive your new pair in store if your size and style is available. If your desired size and style is not available in store, your shoes will ship from our warehouse once your return has been processed.

9) What happens if the shoes I selected for my exchange go out of stock before I put my return shoes in the mail?

If your new order goes out of stock before your original order is returned at a Return Bar or scanned via the carrier, your original order will be refunded. Exchanged shoes are processed once the returning shoes are received—not any time beforehand.

10) How do I use my Express Return Code?

After initiating your return or exchange online, present your Express Return Code (sent to you via email) to a Happy Returns Return Bar for an expedited drop off.

11) Can receive my refund in the form of a eGift Card?

If you choose to receive refund via an e-Gift Card it will be issued via email once your return is received at a Happy Returns Return Bar or scanned by the carrier.

1) What is your return policy?

Returns and exchanges are accepted for all unworn shoes within 30 days of purchase for a full refund with free return shipping. We know you need to take them for a quick test spin, but make sure to only wear them in the house and never outside. If they feel tight they will not stretch out over time as there is no break-in period. Our shoes will fit the same way day one as they do a year later. We suggest you go up a half size if they feel too snug. All items must be returned in the original packaging. We cannot accept any shoes that have been worn for weeks inside, outside, or washed or altered in any way. Rothy's gift cards are not returnable or refundable, along with any promotional or final sale items.

2) How do I return my order?

Rothy’s accepts all unworn shoes for a refund to original payment, eGift card, and/or exchange within 30 days of purchase. Return or exchange your shoes in person with Happy Returns, via the Mail, or in our SF store. All returns or exchanges can be initiated directly at Happy Returns Return Bar or online.

There are three options to return or exchange your shoes:

- Return or exchange in person: Visit a Happy Returns Return Bar. Click here to find a location near you. All you need to bring with you are your unworn shoes in the original packaging. Your refund will be initiated immediately.

- Return or exchange online: Visit our Returns Center. You can either print a shipping label and drop off at the carriers listed on the label (USPS or FedEx). Or you can still take your shoes in their original box to a Happy Returns Return Bar. You will receive an email when your return is received and your refund has been processed.

- Return or exchange in store: We are located at 2448 Fillmore Street in San Francisco. All you need to return are your unworn shoes in the original packaging and your receipt.

3) Do you offer exchanges?

Yes! Please note we have changed our exchange policy. We now offer exchanges for a different size and color in the same style! Your exchange order will now ship when the original order has been returned at a Happy Returns Return Bar or sent back via the mail. Unworn shoes may be exchanged within 30 days of purchase in the original packaging.

4) How long does a refund or exchange take to process?

- Refund or exchange in person: Once your original pair has been processed at a Happy Returns Return Bar, your refund will be initiated immediately and your new exchange order will ship out within 24 hours, if processed within business hours. Click here to find a location near you.

- Refund or exchange online: Visit our Returns Center. Once your return has been scanned by the carrier, your refund will be initiated and your exchange order will be shipped. Please allow 10-14 business days for your refund to be processed by your bank.

- Return or exchange in store: We are located at 2448 Fillmore Street in San Francisco. All you need to return or exchange are your unworn shoes in the original packaging and your receipt. Your refund will be initiated immediately. You can exchange and receive your new pair in store if your size and style is available. If your desired size and style is not available in store, your shoes will ship once your return has been processed.

5) May I return shoes I bought online in the store?

Yes, you may return or exchange any unworn shoes to our retail store as long as it's within 30 days of purchase. If you’re not in San Francisco, you may return your shoes at any of the 300+ Happy Returns Return Bars across the country. Click here to find a location near you.

6) May I return an in-store purchase online?

Yes, you may return or exchange any unworn shoes online via our Returns Center within 30 days of purchase and with their original packaging. You may also return shoes at any of the 300+ Happy Returns Return Bars across the country. Click here to find a location near you.

7) Can I return an order that was a gift?

Yes! You can either process online by visiting the Returns Center and clicking "Process a Gift Return." You may also return them at any of the 300+ Happy Returns Return Bars across the country. Click here to find a location near you.

8) When will my exchange shoes ship?

- Exchange in person: Visit a Happy Returns Return Bar. Once your original pair has been processed at a Return Bar your new exchange pair will ship out within 24 hours, if processed within business hours.

- Exchange online: Visit our Returns Center. Once your return has been scanned by the carrier, your exchange order will be shipped.

- You can exchange and receive your new pair in store if your size and style is available. If your desired size and style is not available in store, your shoes will ship from our warehouse once your return has been processed.

9) What happens if the shoes I selected for my exchange go out of stock before I put my return shoes in the mail?

If your new order goes out of stock before your original order is returned at a Return Bar or scanned via the carrier, your original order will be refunded. Exchanged shoes are processed once the returning shoes are received—not any time beforehand.

10) How do I use my Express Return Code?

After initiating your return or exchange online, present your Express Return Code (sent to you via email) to a Happy Returns Return Bar for an expedited drop off.

11) Can receive my refund in the form of a eGift Card?

If you choose to receive refund via an e-Gift Card it will be issued via email once your return is received at a Happy Returns Return Bar or scanned by the carrier.