Returns and Exchanges Center

In San Francisco? Returns accepted at 2448 Fillmore Street.

How it Works

Select the items to return

Get a refund confirmation

Send it off as soon as you can

Common Returns Questions

How do I return items?

  • Shoes should be tried on, preferably on carpeted surfaces, and returned with all packing materials in their original condition.
  • Enter your email above to start the returns process. Once your return is authorized, you'll receive step-by-step instructions and a prepaid shipping label via email.
  • Affix the prepaid return label to your package and include the invoice so that we can identify the order.

Do you offer exchanges?

Yes! We offer exchanges for a different size in the same style. Unworn shoes may be exchanged within 30 days of receipt. Simply select "too small" or "too large" as your return reason and you will be prompted to select a different size that will be sent out to you.

Do you offer gift exchanges?

Yes! Click the "Returning a gift?" link which is below the "Start a Return" button in order to make a gift exchange.

How soon will I get my refund ?

Returns can take about 10-15 business days for the return to reach our warehouse, as it transfers from USPS to our private carrier for delivery. You will receive an email when it has arrived and your refund has been processed!

Full FAQs here.


What items are returnable?

Unworn shoes may be returned within 30 days of receipt. What items are non-refundable? Used, washed, altered and/or final sale items.  Free gifts or promotional items.  Gift cards.

What if there is something wrong with my shoes?

We guarantee our shoes to be free of defects. Should you receive a defective pair, please contact us at help@rothys.com.

May I return shoes I bought online in the store?

Yes, you may return any unworn shoes to our retail store, as long as it is within our thirty-day return policy window.

May I return an in-store purchase online?

Unfortunately, we cannot currently accept online returns for in-store purchases. You will have to return your purchase in person at our retail store at 2448 Fillmore Street in San Francisco. But we are working on it, so stay tuned and we’ll let you know if our policy changes!

Any other questions?

We pride ourselves on fit, and we want you to love your shoes. If you are dissatisfied for any reason please contact us at help@rothys.com so we can make it right.

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