FAQsFrequently Asked Questions.
US Returns Policy
Returns and exchanges are accepted on all unworn shoes for a full refund within 30 days of receipt with free return shipping. We know you need to try them on for fit and comfort, but make sure to only wear them on clean floors inside (and never outside, if you plan to return them). We cannot accept any shoes that have been worn, washed or altered in any way.
Your Rothy's will not stretch out over time as there is no break-in period. Our shoes will fit the same way on day one as they do a year later. If they feel too snug, we suggest going up a half size. All items must be returned in original condition and in the original packaging. Rothy's gift cards are not returnable or refundable, nor are any promotional or final sale items.
Canada Returns Policy
For a limited time, we are offering free return shipping on Canadian orders. However, we do not offer exchanges on Canadian orders at this time. To initiate a Canada return, please contact customer care at firstname.lastname@example.org or by calling +1-415-737-6849. All other policies mentioned for U.S. returns apply for Canada returns.
Rothy’s accepts all unworn shoes for a refund to original payment, eGift card, and/or exchange within 30 days of receipt of the shoes. Return or exchange your shoes in person at a Happy Returns bar, 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 or exchange 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.
Yes, on U.S. orders. We offer exchanges for different sizes of the same style. Unworn shoes can be exchanged within 30 days of receipt of the shoes. Simply select your return reason, and you will be prompted to select a size. Select a new size and complete the steps to finish processing your return. Print your free shipping label and drop the returning pair in the mail (and remember that the return labels are time sensitive).
Once you process your exchange, your new size will ship 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. For orders in Canada, we do not offer exchanges at this time.
- 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 or 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.
Yes, you can 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 can return your shoes at any of the 300+ Happy Returns Return Bars across the country. Click here to find a location near you.
- 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.
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.
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.
Yes, 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.
For orders placed between November 1 and December 31, we offer free extended returns through January 31. This is an extension of our typical 30-day return window. We understand that the festive months are busy, and we want to make sure every gift received fits just perfectly. Happy holidays!
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