shoephoria! Center

Contact Us FAQs

 

General Questions

  1. What's your return & exchange policy?
  2. What are my shipping options?
  3. Why won't my offer code work?
  4. Where is my order? How do I track my order?
  5. How do I create a DSW Rewards account?
  6. How do I manage emails and texts?
  7. How do I return to the mobile version of dsw.com?
  8. How do I purchase a DSW Gift Card?
  9. How do I check my DSW Gift Card balance?
  10. How do I purchase an eGift Card?
  11. Questions about the DSW Rewards® Program?
  12. DSW Rewards Visa®?
  13. How do I return merchandise purchased from a DSW located in Canada?
  14. What do "Compare At" and "You Save" mean?

In Store Pick-Up Questions


  1. What’s this "In-Store Pick-Up" thing all about?
  2. How do I know if an item can be picked up in store?
  3. Can I select to pick up certain items and have others shipped?
  4. Why is In-Store Pick-Up not available for my store?
  5. When will my credit card be charged?
  6. How soon can I pick up my order?
  7. How long will you hold my order?
  8. What do I need to bring to pick up my order?
  9. Can someone else pick up an order on my behalf?
  10. Where in the store can I pick up my order?
  11. What happens if I place an order when the store is closed?
  12. Do I get a receipt?
  13. What happens if my order isn't what I expect?
  14. Can I change my pick up store after I've placed my order?
  15. How is my tax calculated?
  16. Where can I give feedback about my In-Store Pick-Up experience?

What's your return & exchange policy?

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We make it easy to return or exchange-back to dsw.com or in store.

Final Sale items cannot be returned or exchanged.

Returns & Exchanges to dsw.com

  • Return or exchange unworn product within 60 days to receive full credit for amount owed; after 60 days receive a DSW merchandise credit.
  • Returned gifts receive a DSW merchandise credit only.
  • Merchandise must be in original packaging, with original shipping invoice and completed Return & Exchange Form.
  • Items purchased with DSW Rewards certificates or offer codes may result in adjusted refund amount. Certificates and offers cannot be reissued except for exchanges within 60 days.
  • Allow 14 days to process your return and credit your account.
  • You will not be charged shipping for an exchange.
  • If using pre-paid FedEx label, an $8.50 S&H fee will be deducted from your refund for a return.
  • See Exceptions on full site at dsw.com.


Returns & Exchanges at a DSW Store
Return or exchange your unworn merchandise at a DSW store for immediate credit, whether you made your original purchase at a DSW store or at dsw.com.
  • Bring your receipt or invoice, form of payment, and original packaging. Purchases returned or exchanged within 60 days receive full credit, after 60 days receive a merchandise credit.
  • Returned gifts receive a merchandise credit only.
  • Purchases returned without a receipt or invoice will be issued a merchandise credit equal to the current selling price.
  • If you're returning a purchase made with any DSW Rewards certificates or offer codes, you'll be refunded the final purchase price. Certificates cannot be reissued, except for exchanges within 60 days.
  • Merchandise credit will be issued for any check purchases returned within 15 days of purchase date.
  • DSW may limit the number of returns permitted without a valid receipt. Valid ID with name, address, and signature is required for all returns without a valid receipt.

What are my shipping options?

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Three levels of delivery service are available for most addresses.
  • Standard Delivery is $7.95 per order, and delivers within 4-7 business days. May take 7-14 days to AK, HI, Puerto Rico, and APO/FPO destinations.
  • Second Business Day Delivery is $14.95 per order, and delivers within 2 business days (must be placed before 4 p.m. EST).
  • Next Business Day Delivery is $24.95 per order, and delivers within 1 business day (must be placed before 4 p.m. EST).


For P.O. boxes, APO/FPO addresses and Puerto Rico, only Standard Delivery is available.

FedEx SmartPost partners with the U.S. Postal Service to make standard deliveries.

Random orders are briefly held for additional verification, which may delay shipping.


International Shipping: We’ve partnered with MyUS.com to ship to over 200 countries.

MyUS.com is an international mail forwarder. When you sign up, you’ll receive a private U.S. street address—this is where we’ll send your dsw.com order. Then, MyUS.com makes sure your order is correct and delivers it to your international address.

To get started, just sign up at MyUS.com on your desktop. Then, use your new U.S. address when you place your order at dsw.com.

Why won't my offer code work?

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Start by checking the offer details to verify the redemption info.
Also, be sure you're logged in to your dsw.com account to redeem offer codes or Rewards certificates, and make sure your DSW Rewards membership is registered.
Still having trouble? Contact Customer Service.

Where is my order? How do I track my order?

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Your order can't be tracked until after it ships.

To check the status of your shipped order, please enter your tracking number here.

For more on shipping policies and rates, see Shipping.

How do I create a DSW Rewards account?


Sign up now to create your account and get shoe shopping!

How do I manage emails and texts?

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You've gotta be on a desktop to manage your email and texts settings. From there, you've got a few options to change your settings or unsubscribe:
  • Log in to your DSW Rewards account and change your settings within the "Alerts" tab.
  • Click on the link at the bottom of any promotional email you receive from us.
  • Contact Customer Service for assistance at 1.866.DSW.SHOES (1.866.379.7463) or email us.


How do I return to the mobile version of dsw.com?

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You must clear your cookies or close out of your browser in order to return to the mobile version of dsw.com.

  • On iPhone: Go to Settings > Safari > Clear Cookies & Clear Cache.
  •  
  • For Android: With your browser open, select Menu > More > Settings > Clear Cache & Clear All Cookie Data.


How do I purchase a DSW Gift Card?

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Choose a DSW Gift Card and it will be shipped to you or to your recipient.
Buy a Gift Card

How do I check my DSW Gift Card balance?


No worries! You've come to the right place to check your gift card balance.

How do I purchase an eGift Card?


DSW eGift Cards are sent via email. They typically arrive within 12 hours, but can take as long as 48 hours after purchase - depending on when order is placed.
Buy an eGift Card

How do I return merchandise purchased from a DSW located in Canada?

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DSW is not able to accept returns or exchanges of merchandise purchased from any DSW store (or their corresponding websites) that are physically located outside of the USA (including DSW stores in Canada). If you need to return or exchange merchandise purchased from a DSW store physically located outside of the USA, please contact the store where you made your purchase to learn about their return policy.

What do "Compare At" and "You Save" mean?

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At DSW, we offer our customers great brands at great prices every day. Our COMPARE AT price typically refers to the manufacturer's suggested retail price (MSRP), but when an MSRP is not available, the COMPARE AT price is our estimate of other retailers' ticketed prices for the same or similar items.

We believe our COMPARE AT prices fairly reflect the prices used by other retailers, however it's possible that others may offer the same or comparable items for less.

Happy shopping!

CompareAt

What's this "In-Store Pick-Up" thing all about?

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Some items offered on our website are available for pick-up in store, including items available for Ship-to-Store (items shipped to a store of your choice for pickup in store). Not all items are available for this service nor is the service available in all stores. For same-day pickup, your order must be submitted by 6pm local time or 4 hours before closing, whichever is earlier, and the item must be available at the DSW store you selected. Ship-to-Store items are not available for same-day pickup.

You will be notified via email when your order is ready for pickup or if an item is unavailable at that store. Unless you are selecting Ship-to-Store, if your item is unavailable at that store, your order will be canceled.


How do I know if an item can be picked up in store?

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On the product page choose “Check In-Store Availability” and search by your zip code or city and state. If the item is available for In-Store Pick-Up this option will be displayed in the store availability results.

The DSW In-Store Pick-Up service is not currently available in Puerto Rico.

Can I select to pick up certain items and have others shipped?

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Yes! For items you still want shipped, select "Add To Bag" on the product page. If you're looking to pick up an item, select "Check In-Store Availability" and choose the store you would like to pick up from. Proceed to checkout to review your total order. Your shopping bag will be split to show items for delivery and items for In-Store Pick-Up.

Why is In-Store Pick-Up not available for my store?

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We are adding new stores to the program every few weeks, so if your store isn't currently offering In-Store Pick-Up please check here often: In-Store Pick-Up Information

When will my credit card be charged?

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After you place your order, your card will be authorized for the total order amount. When your order is picked up, the transaction will be finalized and your credit card will be charged.

How soon can I pick up my order?

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You will be notified with a "Ready for Pick-Up" email when your order is ready. Wait until you receive this email before picking up your order. Need to know your store's hours? Head here: Store Locator

How long will you hold my order?

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Once your order is ready, you will have 5 days for pick up. If your order has not been picked up within that time frame, your order will be canceled. You will not be charged for your order until your order is picked up. DSW reserves the right to limit the quantity of items ordered for In-Store Pick-Up and Ship-to-Store as well as the days of the year that the service is offered.

What do I need to bring to pick up my order?

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Please bring a government-issued ID (driver's license, military ID, passport, social security card, or birth certificate) and your order confirmation email.

Can someone else pick up an order on my behalf?

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Of course! Just include their name in the "Alternate Pick-Up Person" section on the billing and shipping page. The alternate pick-up person will get all emails associated with your order, so they’ll know when your order is ready for pick-up too. If you select an alternate pick-up person, either you or that person can pick up your order. When picking up your order, you or your alternate pickup person must show a valid government-issued ID and the order confirmation number.

Where in the store can I pick up my order?

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When you arrive at the store, either see an associate or go to the register to pick up your order.

What happens if I place an order when the store is closed?

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If you're placing an order for product that is currently available, it will be ready the next day at open of business. If the order is a Ship-To-Store order, it will be available within 4–7 days. With all orders, wait until you receive the "Ready for Pick-Up" email before picking up your order.

Do I get a receipt?

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You will receive an order confirmation email for In-Store Pick-Up orders when you place the order. When your order is ready for pick up you will receive a "Ready for Pick-Up" email. When you have picked up your order you will receive a "Pick-Up" confirmation email.

What happens if my order isn't what I expect?

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You can cancel the order at the store and the order will not be charged to your credit card.

Can I change my pick up store after I've placed my order?

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Sorry, you cannot. Please call customer service so we can assist you.

How is my tax calculated?

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For delivery orders, your tax is calculated based on the tax code where your order is delivered. For In-Store Pick-Up orders, your tax is calculated based on the tax code of the store location. If you have an order with one item for delivery and one for In-Store Pick-Up you could be charged different tax rates.

Where can I give feedback about my In-Store Pick-Up experience?

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Complete our In-Store Pick-Up Survey

 

 
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