RETURNS & EXCHANGES
We want you to love your shoes. If something isn't right, we're here to help.
30 Days for Refunds · 45 Days for Exchanges or Store Credit
Request a refund to your original payment method within 30 days of delivery. Need another size, color, or width—or want to shop for something else? Request an exchange or store credit within 45 days of delivery. Items must meet the conditions below.
Start with the returns portal. If the option you want isn't shown, please contact our support team.
Return Conditions
To be eligible for a return, items must meet the following conditions:
Non-Returnable Items
The following items cannot be returned or exchanged:
Please get in touch if you have questions or concerns about your specific item.
How Returns & Exchanges Work
Start Your Request
Visit our returns portal to request an exchange, store credit, or refund.
Pack Your Items
Place shoes in the original shoe box and pack inside a shipping box. Items must be unworn, unused, with tags and original packaging.
Ship It Back
Follow the shipping instructions in the returns portal. Return protection purchased at checkout covers an eligible domestic return label. Without protection, you pay for the return label. International customers arrange and pay for return shipping.
Exchange, Credit or Refund
After we receive and inspect your items, we'll complete your exchange, issue store credit, or process an eligible refund to your original payment method.
Exchanges & Store Credit
Need Another Size, Color or Width?
Visit our returns portal within 45 days of delivery to request another size, color, or width, subject to availability. Want to choose a different pair instead? Request store credit to shop anywhere on our site. If you don't see the option you need in the portal, contact us and we'll help.
Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
EU 14-Day Cooling Off Period
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be in the same condition you received them, unworn or unused, with tags, and in original packaging. You'll also need the receipt or proof of purchase.
Refund Processing
Refund requests must be started within 30 days of delivery. We'll let you know once we've received and inspected your return. If approved, we'll refund your original payment method within 5 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at help@bigshoes.com.
Questions about returns? We're here to help.
Email us at help@bigshoes.com
Contact SupportLast updated: September 22, 2026