FAQ

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1) What is your return policy?

Returns are accepted for all unworn shoes within 30 days of purchase for a full refund and with free return shipping. We know you need to take them for a test spin, but make sure to only wear them around the house and never outside. All items must be returned in the original packaging. We cannot accept any shoes that have been worn outside, 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?

You have three options for returning your shoes. You can return by mail, in store, or in person at a Happy Returns Bar. Our store is located at 2448 Fillmore Street in San Francisco and accepts all unworn shoes as returns or exchanges. If you are not in San Francisco, Happy Returns Bars are located across the country. Find the full list [here](https://locations.happyreturns.com/). All you need to return with Happy Returns are your unworn shoes and your receipt. Happy Returns will refund you on the spot. To process your return online, visit our Returns Center. Enter your email and click “Start a Return.” Check your email and follow the authorization instructions. Select the item(s) you wish to return and choose the reason for return. Click “Return Items.” Download and print the shipping label. Repack your items and packing list in the original packaging. Drop off the package at the nearest USPS or Approved Postal Provider. Allow three weeks for your refund. You will receive an email when your return is received and your refund has been processed.

3) Do you offer exchanges?

Yes! We offer exchanges for a different size in the same style. Unworn shoes may be exchanged within 30 days of receipt. Simply select your return reason, and you will be prompted to select a different size. Select a new size and it will take you to finish processing the return for the original pair. Print your free shipping label and drop the return pair in the mail (and remember that the return labels are time sensitive). Once you process your exchange, your new size will be shipped out right away. We will not charge your credit card for the exchange as long as we receive the original pair back. If your exchange size is out of stock, please process the return and we'll refund you when the shoes arrive at our warehouse. You can reorder once your correct size is back in stock.

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

Yes! Go to our Returns Center, and click the “Returning a Gift?” link.

5) I’m ready to retire my older Rothy’s. What should I do with them?

You can recycle your shoes though our partner, PLUSfoam. Visit plusfoam.com and click on “Recycle a Product” to get started. Read more about our recycling program here.

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

Returns typically take 10-14 days to be received into our warehouse and processed. Our Returns Team is located on the west coast, so returns traveling from the east coast will take the longest amount of time. Exchanges are shipped within 24 hours from when you request them during the return process

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

Yes, you may return any unworn shoes to our retail store, as long as it is within our thirty-day return policy window. If you’re not in San Francisco, you may also return at Happy Returns Bars across the country. Find the full list [here](https://locations.happyreturns.com/).

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

Yes, you may return any unworn shoes online, as long as it is within our thirty-day return policy window. You may also return at Happy Returns Bars across the country. Find the full list [here](https://locations.happyreturns.com/).

Returns and Exchanges

1) What is your return policy?

Returns are accepted for all unworn shoes within 30 days of purchase for a full refund and with free return shipping. We know you need to take them for a test spin, but make sure to only wear them around the house and never outside. All items must be returned in the original packaging. We cannot accept any shoes that have been worn outside, 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?

You have three options for returning your shoes. You can return by mail, in store, or in person at a Happy Returns Bar.

Our store is located at 2448 Fillmore Street in San Francisco and accepts all unworn shoes as returns or exchanges. If you are not in San Francisco, Happy Returns Bars are located across the country. Find the full list here. All you need to return with Happy Returns are your unworn shoes and your receipt. Happy Returns will refund you on the spot.

To process your return online, visit our Returns Center. Enter your email and click “Start a Return.” Check your email and follow the authorization instructions. Select the item(s) you wish to return and choose the reason for return. Click “Return Items.” Download and print the shipping label. Repack your items and packing list in the original packaging. Drop off the package at the nearest USPS or Approved Postal Provider. Allow three weeks for your refund. You will receive an email when your return is received and your refund has been processed.

3) Do you offer exchanges?

Yes! We offer exchanges for a different size in the same style. Unworn shoes may be exchanged within 30 days of receipt. Simply select your return reason, and you will be prompted to select a different size. Select a new size and it will take you to finish processing the return for the original pair. Print your free shipping label and drop the return pair in the mail (and remember that the return labels are time sensitive).

Once you process your exchange, your new size will be shipped out right away. We will not charge your credit card for the exchange as long as we receive the original pair back. If your exchange size is out of stock, please process the return and we'll refund you when the shoes arrive at our warehouse. You can reorder once your correct size is back in stock.

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

Yes! Go to our Returns Center, and click the “Returning a Gift?” link.

5) I’m ready to retire my older Rothy’s. What should I do with them?

You can recycle your shoes though our partner, PLUSfoam. Visit plusfoam.com and click on “Recycle a Product” to get started. Read more about our recycling program here.

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

Returns typically take 10-14 days to be received into our warehouse and processed. Our Returns Team is located on the west coast, so returns traveling from the east coast will take the longest amount of time. Exchanges are shipped within 24 hours from when you request them during the return process

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

Yes, you may return any unworn shoes to our retail store, as long as it is within our thirty-day return policy window. If you’re not in San Francisco, you may also return at Happy Returns Bars across the country. Find the full list here.

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

Yes, you may return any unworn shoes online, as long as it is within our thirty-day return policy window. You may also return at Happy Returns Bars across the country. Find the full list here.