Frequently Asked Questions


What methods of payment do you accept?

We currently accept the following methods of payment: Visa, MasterCard, American Express, Discover and PayPal. We do not accept Cash, CODs, checks, credit card gift cards (unless bank issued), or money orders. Due to our US credit card verification service, we are unable to accept credit cards with international billing addresses.

Can I change my order?

Our goal is to expedite your order as quickly as possible; therefore, once your order is placed it cannot be cancelled or changed. You may always return the item once you receive it and return shipping is free.

If you are unsure of what size to order or have any other questions about any of our products, please feel free to call us at (888) 973-6620. We’re happy to help you find the best style for you.

The style I want is out of stock.

We are very sorry that the item you need is out of stock. When you try to select the size you need, if the item is out of stock, the "add to cart" button will turn grey and above it you will see a link to "Notify me when available".

This will bring you to our sign-in page where you can sign-in or create an account. As soon as we get more inventory of the item, we will email to let you know!

How can I unsubscribe from your mailing list?

Simply click on the "unsubscribe" link at the bottom of any email that is sent to you.

How do I return my order?

If for any reason, you are not satisfied with the products you received from us, you can return them to us; and, we will credit your order. At this time, OnlineShoes does not offer exchanges. We suggest you return the item(s) and place a new order in the appropriate size on OnlineShoes. Below are the instructions for returning by mail.

  • Merchandise must be returned in its original unworn condition and received WITHIN 30 DAYS OF ORIGINAL PURCHASE (invoice date). Orders returned beyond this time period will not be accepted. OnlineShoes reserves the right to refuse worn or damaged merchandise.
  • Pack the merchandise in its original packaging or appropriate carton. Enclose the completed packing slip found on the back of the original invoice.
  • Complete the enclosed return form. Peel and stick both the pre-printed address label AND the provided pre-paid USPS shipping label; on the outside of the carton. Please keep your shipping receipt number for reference and tracking.
  • A credit for the value of the returned merchandise will appear on the original credit card used to purchase the item(s). Please allow 1-2 billing cycles for the credit to appear on your statement. For more information, please contact your credit card company.

If you do not have a pre-paid return shipping label, please contact Customer Service by calling (888) 973-6620 or emailing

How long do refunds take?

Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on your credit card, or original method of payment, within two billing cycles.

If I had an existing account at OnlineShoes, do I need to create a new one?

Yes, you will need to make a new account. Under the new operator, OnlineShoes does not have any information about previous orders, purchase history, or any previous business that was done under the old operator.

We’ve made the process to make a new account quick and simple. By creating an account you can keep a wishlist to manage the products you want most, store your payment methods and shipping address for a faster checkout, and can track your orders as well as review your order history.

How can I update account info?

Register today to enjoy fast and easy checkout. An OnlineShoes account allows you to store payment methods and addresses, check the status of orders, view your order history, select shopping preferences and save items in your shopping bag for up to 30 days.

Password Help

Forgot your Password? No problem. Go to Your Account, there you can view your password hint or have your password emailed to you.

Manage Account

Go to Your Account and sign in to change any of your account information including shipping and billing information, your preferred payment method and your preferences regarding receiving OnlineShoes emails.

How long does processing and shipping take?

The time it takes for you to receive your order will depend on your location, the item(s) ordered, and the shipping speed you selected. All shipments take place in two stages: processing and transit.


Processing and packing times are estimated 24-48 hours. This excludes orders placed on the weekend.


  • Economy delivery service 4-8 business days
  • Standard delivery service 2-6 business days
  • Express delivery service 2-4 business days
  • Overnight delivery service 1-3 business days

Time frames are dependent upon order date and your location.

How can I contact customer service?

We currently offer the following ways to contact us:
Phone: (888) 973-6620

Can I return or exchange items from the previous operator of

Items purchased at OnlineShoes before April 3, 2017 were done so under the ownership of the previous operator. These items cannot be returned or exchanged to OnlineShoes under the new operator. We do not have any information about previous orders, purchase history, or any previous business that was done with them.

How is sales tax calculated?

We collect sales tax on orders delivered to certain jurisdictions. Order totals listed on your screen reflect estimated sales tax. The actual charge to your credit card will reflect the applicable state and local sales taxes and will be calculated at the time you checkout. Your actual tax total will include the correct local sales tax (if applicable). If you have any questions about the tax rate, please contact customer service by calling (888) 973-6620 or emailing

Do my items ship together?

To help get your items to you as quickly as possible, some purchased items may ship separately from one another. We offer free economy shipping on all orders. If you select expedited shipping, you will not be charged additional shipping fees on items that ship separately.

How do I print a return label?

Go to our Returns Page, and fill in your Order Number, last name or email address, and your zip code and click "submit".

You will be taken to a new page with your order details. Scroll down to where it shows the product you want to return. Where it says "I would like to", click the tab to change it to say "Return this item". A new tab will then appear for you to choose why you would like to return your item.

Once you have chosen your reason, click the button below that says "Submit Return/Exchange". Please note, you may need to wait up to 45 seconds for it to process.

You will then be taken to a new page where you can download your return form. Download the form, and you can then print it using a printer at home, or at a local printing services establishment. Please include the summary sheet in the return package and adhere the shipping label to the outside package. BOTH documents must be included in the return to be processed.

How do I return a package?

Please visit our Returns Page.

When will I receive a refund?

Returns will be refunded to the original card used to purchase the item(s). Please note: A return shipping charge of $5.00 will be deducted from your refund. Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on your credit card, or original method of payment, within two billing cycles.

How do I return a defective item?

We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.

Definition of a defective product:

  • A Defective Product is an imperfection in a product that has a manufacturing or design defect

Examples of what is not considered defective:

  • Worn stitching, worn soles or frayed webbing due to normal wear
  • Damage that is a result from misuse, normal wear and tear or damage occurred during storage
  • Broken or damaged laces, lace retention devices and worn soles
  • Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples
  • Improper fit. Fit is the responsibility of the owner and should be assured within return window
  • Comfort issues

If you feel your product is defective as a result of a manufacturing or design defect, please call us.

Contact us


Weekdays: 8am to 9pm (EST)
Weekends: 9am to 6pm (EST)


(888) 973-6620
Monday-Friday 8am-9pm ET
Saturday-Sunday 9am-6pm ET