SHIPPING & RETURNS

Expedited Shipping

Shoe VIP Members get free ground shipping on all orders (no minimum). Non-SHOE VIP Members (including Guest Checkout) get free ground shipping on orders over $80. Orders under these minimums are charged $7.99 for shipping plus applicable taxes. The approximate rates are:

Destination: All Provinces

• Service Level: Ground (Purolator)
• Cost: $7.99
• Speed: 3–7 Business Days

Destination: All Territories

• Service Level: Ground (Purolator)
• Cost: $7.99
• Speed: 8–16 Business Days

(Not a SHOE VIP member? Sign up for free! )

Notes:

Longer estimated delivery times for remote/rural route address, Northwest Territories & Nunavut. 

We no longer accept General Delivery (GD), P.O. Box and R.P.O. Box addresses. 

Unfortunately, we do not ship orders to the United States or Internationally.

Free In-Store Pick Up

Shop online from the comfort of your home and pick up at the store location of your choice at no additional charge. When your order arrives at the store and is ready for you to pick up, the store will call you to come and pick it up – it’s that easy.

NOTE: You will still receive tracking confirmation details when you select this option as the item may be shipped from another store to the pickup location of your choice. Orders should take 1-3 business days to process, and anywhere between 3-7 business days for delivery. Please ensure you bring a valid photo ID and your Order Confirmation email, to pick up the order in-store. You will have TEN days from delivery date to pick-up your order and will receive an email reminder on last day of pick-up. If you require additional time to get to the store, please contact the pickup store directly to let them know. 

Order Processing Times & Order Tracking

Orders typically take 1-3 days to process before they ship – excluding weekends and holidays. Once processed, it may take anywhere between 3-7 business days for delivery (depending on the delivery location). You will receive an email confirmation with the shipping tracking number when your order ships. Occasionally, we may ship multiple-piece orders out from multiple locations to get your order to you as fast as possible. In this case, you will receive an email outlining what was shipped and what is pending. You can also track your order in My Account.  

CAN I SELECT TO PICK UP CERTAIN ITEMS AT A STORE AND HAVE OTHERS SHIPPED TO MY HOME?

No. You can only select one shipping option/delivery address for your order at this time.  

WHY WAS I CHARGED? – PRE-AUTHORIZATION HOLDS

We initially place a pre-authorization hold onto your payment method for the entire purchase amount when the order is placed. A pre-authorization is the common practice for authorizing electronic transactions and holding the balance for the order placed. This bank hold is temporary, and charges will only be applied towards the items that have been confirmed shipped.

Note: You may see individual charges to your items separately, as orders including multiple items may be shipped out separately.

For further details, please review the 'Terms of Payment' section under our Terms and Conditions.  

Cancellations

Occasionally an item sells out and we may need to cancel your order. If for any reason your item is unavailable, we will notify you by email and your credit card will not be charged. Any pre-authorization holds will clear from your account. It can take anywhere from 5-7 business days, (depending on your financial institution) for the hold to clear.

HOW DO I CANCEL OR MODIFY MY ORDER?

Unfortunately, we are unable to modify or change the items in your order once it has been submitted. To cancel your order, please contact our Customer Service team at 1.888.874.6326 or email us at service@theshoecompany.com , as soon as possible. Some items from your order may be processed very quickly, and as a result, cancellation requests may not be guaranteed. If the item(s) have not yet shipped, we will do our best to have the item(s) cancelled for you.  

Returns & Exchanges

We want you to be completely delighted with your online purchase. We accept returns in-store or by mail for up to 60-days from ship date. Items must be unworn, in their original packaging, and accompanied by the Order Confirmation email. Refunds will be applied in the original form of payment. Shipping charges are non-refundable.

HOW TO RETURN A PRODUCT BY MAIL

Mail unworn merchandise from your web order in its original packaging, along with the Packing Slip or Order Confirmation email. 

Click here to Request a Shipping Label.

NOTE: When using our label, a return shipping fee of $9.99 will be deducted from your refund total.

If you prefer to use your own return shipping method, we recommend selecting one that provides tracking for your return. Please note that the cost of return shipping will not be reimbursed.

Your web order can be mailed here: 

Designer Brands Web Returns

44 Kodiak Crescent, Toronto ON, M3J 3G5

Original shipping charges are not refunded in the case of a return. Your purchase (less any shipping charges) will be refunded to your card within 7-10 business days of receipt.

We do not accept C.O.D. Please be sure to pair the item with the correct package and label. Items sent to us by mistake, with wrong label, or that do not meet our return criteria won't be returned to you or refunded.

We do not offer exchanges by mail. You may return your order by mail for a refund and place a new order online for another style or size.  

Refund Policy

Refunds are issued to the original form of payment and will appear as a credit. The refund will reflect the amount you paid for the item(s), minus any applicable return shipping fees. Please note that original shipping fees are non-refundable. Allow 1-2 billing cycles for these changes to appear on your credit card statement.

I ALREADY MAILED BACK MY ORDER. HOW LONG WILL IT TAKE FOR ME TO GET A REFUND?

Once your order has been returned and received, we will promptly initiate your refund. Please allow up to 10-business days for the funds to be reflected into your account. 

I RECEIVED THE WRONG/DAMAGED PRODUCT. WHAT DO I DO?

We are sorry to hear you received the wrong or damaged item! If there's an issue with your order, we're happy to assist in resolving it. Please contact our Customer Service team, and we'll provide you with further instructions.

To contact Customer Service, please email service@theshoecompany.com or call toll free at 1.888.874.6326 during regular business hours.  

Alternatively, if you prefer not to keep the item(s) or are not interested in having your order corrected, you may follow the above instructions to return your item(s) in-store.

I WOULD LIKE TO RETURN MY ORDER BUT I MISPLACED MY CONFIRMATION EMAIL

If you have not received an Order Confirmation email, check your spam/junk folders. You may also contact our Customer Service team for further assistance via email at service@theshoecompany.com or by calling 1.888.874.6326.