Style & CareTeam

Let us be the brightest part of your day.


Why shop with us?

Free Exchanges and Returns

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We believe shopping should be convenient and risk free. That's why we provide FREE exchanges and returns on all orders from SHOEme.ca. We've also made processing your exchange or return incredibly easy. Our free exchanges and returns policy does not apply to Outlet orders.

100% Canadian, No Duties

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SHOEme is Canada's fastest growing ecommerce company. We're focused on delivering an unparalleled shopping experience - for Canadians by Canadians. You never have to worry about additional charges such as duties or international shipping rates when you shop at SHOEme.ca.

FAQ

General

  • The stock on our website is an accurate reflection of the stock we have available. Please email or call us if you'd like to know if, or when, we will restock a particular brand, style or size.

  • At the bottom of every newsletter we send is an 'Unsubscribe" link. Simply click "Unsubscribe." Please know that you can re-subscribe at any time to stay up to date on our newest brands, sales and promotions.

  • SHOEme.ca is committed to giving Canadians the best value. As such, we’ll happily match prices with any of our competitors in Canada.

    Our policy is simple. We will match any Canadian retailer's regular price.

    You will receive free shipping on orders over $99 and our hassle-free 60-day exchange or return policy on all orders.

    Please note, in order to qualify for price matching, the product found on SHOEme.ca must be the same style, colour, size, width and SKU as the lower priced product found on our competitor’s site.

    To request a price adjustment, please contact our Style & Care team and tell us which competitor is offering the lower price, so that we may verify the price.

    Price Matching can not be combined with any discount codes or special offers.

  • Please contact our Style & Care Team at 1-866-440-7948 as soon as possible. You may cancel your order or parts of your order if it has not yet been dispatched by SHOEme. SHOEme will provide a full refund for cancelled orders. We do not charge a cancellation fee. However, once the order is dispatched for delivery you are unable to cancel the order.

    SHOEme also reserves the right to cancel your order if:

    • You provide an unauthorised credit card
    • We are unable to process payment on the credit card provided
    • You provide invalid personal details
    • The product has become unavailable

    We will notify you before cancelling your order.

  • To inquire about current opportunities, visit our Careers page.

Payment

  • SHOEme.ca accepts MasterCard, VISA, PayPal and American Express.

  • Discount codes are redeemable during the checkout process. Once you have added the shoes or other items you would like to purchase to your cart, please proceed to checkout where you will have an option to apply a discount code. Copy and paste your code and click "Discount" Your cart should then automatically update to display the discount applied to your order total. If you have any difficulty applying your discount code, please contact us at 1 866 440 7948.

  • Of course! The safety of your personal information is extremely important to us. We use globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

Technical Problems

  • SHOEme.ca website is best viewed with current versions of Firefox, Google Chrome, Internet Exporer and Safari browsers. If you are using one of these browsers and problems persist, please call our Style & Care Team at 1 866 440 7948.

Delivery And Returns

  • SHOEme delivers Canada-wide usually within 5-7 working days. The courier may require a signature upon receipt of delivery.

    If you are not available at the address specified by you when the courier delivers your product, your product will be left at the front door if the driver deems it to be safe, or alternatively at the nearest courier depot for pick up. The courier will leave a note in your mail box notifying you. If you are not contactable your product will be returned to SHOEme and our Style & Care Team will attempt to contact you to arrange for alternate delivery.

    For more information on our returns policy, please visit our Shipping & Returns Policy page.

  • Yes we do!

  • Please see the 'How to Exchange an Item or Create a Return Online' section above

  • No. We do require all shoes to be returned in their original, undamaged packing in order to be eligible for a refund or exchange.

  • No. Shoes must be returned unmarked, without signs of wear and/or tear.

  • Please see the 'Exchanges & Returns' section below

  • If your shoes do not pass our requirements following inspection by our Returns Team, we will advise you that your refund has been declined and will ship the product back to you. Due to the additional costs incurred, we will also charge you a $25 restocking fee and $4.95 shipping fee.

  • Refunds can take up to 10 business days to process after we have received the returned product. PayPal refunds usually take 1-2 business days. In most cases however it usually takes 2 days for us to get the shoes back and then another 2 days to process the refund with your chosen payment method.

  • Call us at 1-866-440-7948 or email us at styleandcare@shoeme.ca and we will be happy to send you a new one via email. Be sure to enter all the relevant details onto the Returns Slip before shipping your shoes back to us.

  • Due to our quick turnaround process, it is important you contact us within 3 hours to correct your delivery address. We will do our best to help ensure that your shoes reach their correct final destination.

  • No. SHOEme.ca only delivers within Canada.

  • You have the choice to have your new shoes delivered to your home, work or anywhere else you'd like! You do not have to sign for the delivery if you don't wish to do so. In this case, if you're not home when the courier arrives, they will leave it at your door for you to collect when you get home. If the courier does not deem it safe to leave the package however, they will leave a collection note with instructions on where you can pick up your new shoes at the nearest depot. The depot will then keep your package on site for 7 days. If you are unable to pick them up within 7 days, just fill out the back of the collection notice stating which trusted friend will pick them up for you.

Order Status

Want to check your order status?

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Tracking your Order is easy – all of your account is saved here for you to reference and manage whenever you need to.

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Check Individual Order:

See your order, even if you checked out as a Guest. Enter your Order Number and Postal Code.

Exchanges & Returns

60-Days

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From time to time, you may purchase a product that doesn't fit or simply doesn't suit you. To provide you with an exceptional shopping experience, we are happy to offer a hassle free 60-day Return Policy* for all items, excluding the exceptions stated below.

Within 60 days of receiving your purchase, you can exchange your product or return it to receive a refund (excluding any shipping fees). Returning your product to SHOEme.ca is free of charge, as we will cover the cost of postage and handling for all returns.*

If you would like to do an exchange for another item please email our Style & Care team at styleandcare@shoeme.ca or call us at 1-866-440-7948.

Defects and Repairs

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If your order is found to be defective in any way, we are happy to cover the cost of return shipping. We will accept defective items up to 30 days after purchase for an exchange or refund, The remaining 70 may be returned for store credit, but will be left to the discretion of our Returns Team.

SHOEme.ca does not provide repairs, however if an item requires repair within the 60-day return period, your item may be eligible for replacement.

Prior to a return authorization we will require a photo and description of the defect or repair required. Please send photos and description to styleandcare@shoeme.ca and one of our Style & Care agents will be happy to assist you.

On site deals

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Discount codes or special offers used for orders containing more than one item are applied proportionately to the entire order. Therefore, if you would like to return part of an order, you cannot reapply the full discount code to the remaining items in your order. Instead, your refund will include a proportionate amount of the discount as determined by the value of the specific item being returned or exchanged.

Items that aren't eligible for refunds

Items that are considered ineligible for a refund, store credit or exchange include:

  • Outlet Items
  • Any items marked "Final Sale"
  • Underwear*
  • Bras*
  • Socks*
  • Shipping fees

*Unfortunately, we cannot accept returns on underwear, bras or socks due to hygienic concerns. Therefore, all underwear, bras and socks are excluded from our general return policy. Any underwear, bras or socks returned to us will be discarded and NO refunds or exchanges will be issued, regardless of condition or packaging.

How to Create a Return Online

To return your order for a refund, please follow these simple steps (if you'd like to exchange an item, please see the Exchange section below):

  • 1

    Go to www.shoeme.ca/pages/order-status and enter your order number (you’ll find this in confirmation emails from us) and your email address.

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  • 2

    Once you’ve selected your reason for return from the dropdown menu on the right-hand side, you can download a printable return shipping label. You can print a free return shipping label if you are returning a regularly priced or sale item. Final Sale items are not eligible for returns.

  • 3

    Place return item(s) in original shoebox. Your item(s) and the original shoebox must be undamaged to qualify for a return.

  • 4

    Place shoebox in original or new shipping carton. Attach the Return Shipping Label to the outside of the shipping carton.

  • 5

    Ship your return back to us. Please note that the courier will be automatically selected based on your location.

  • 6

    Provided your return meets our requirements, our Returns Team will then ensure that your refund is processed as soon as possible. You will be notified vie email once we complete your return. Returns are processed within 4 business days of us receiving them. Please allow an extra 3-10 days for the refund to appear on your credit card or PayPal.

How to Exchange an Item

To exchange an item, please follow these simple steps:

  • 1

    Contact our Style & Care team:

  • 2

    Let us know the name of the item you'd like to exchange, and your order number (you can find this in confirmation emails from us or on your packing slip).

  • 3

    We’ll issue your Return Shipping Label and Return Slip, and work with you to order your replacement product.

  • 4

    Complete the Return Slip by filling in the order number, item name and reason for return. Include the completed form with your shipment.

  • 5

    Place return item(s) in original shoebox.

    Your item(s) and the original shoebox must be undamaged to qualify for a return.

  • 6

    Place shoebox in the original or new shipping carton. Attach the Return Shipping Label to the outside of the shipping carton.

  • 7

    Ship your items back to us.

    Refer to the email you received from SHOEme which contains the Return Shipping Label and follow the instructions.

  • 8

    Provided your return meets our requirements, our Returns Team will then ensure that your exchange is processed as soon as possible.

    You will be notified via email once we complete your return. Returns are processed within 4 business days from us receiving them.

  • 9

    Please note that if we send you an item as an exchange, and do not receive your return item within 30 days from the time the Exchange order was placed, you will be charged for both items.

Return Requirements

Important Note: We may decline to offer a refund, store credit or exchange within the 60-Day return timeframe if your item(s) do not meet the following requirements:

  1. All Items must be returned within 60 days of receiving item.
  2. All shoes must be returned unmarked, without signs of wear and/or tear and in their original, undamaged original shoe box and original packaging.
  3. Shoes that have been worn outside will not be accepted.
  4. Returns may be declined if the returned product was damaged by someone other than a SHOEme team member or the manufacturer.
  5. Returns will not be accepted for any OUTLET items or any products marked "Final Sale".

Please note that if your product does not pass our requirements following inspection by our Returns Team, we will advise you that your refund has been declined and will ship the product back to you, where you will be charged a $25 restocking fee and $4.95 shipping fee.

Contact Us

Need anything at all? Don't hesitate to reach us at the contact information below.