Website Sales/Customer service
Customer Service Hours
- Monday through Friday 10AM to 6PM Mountain Standard Time (GMT -7)
- Closed Weekends and Canadian Statutory Holidays
On regular priced orders, our store policy is exchange or store credit only within 30 days of receipt of order. All merchandise must be returned unmarked, without signs of wear and/or tear and in its original, undamaged shoe box or packaging. Shoes that have been worn outside will not be accepted. Please include a copy of the original invoice or Delivery Note indicating the item(s) being returned, the reason for the return and request for a store credit or exchange. Please allow up to 10 business days for processing of store credit and exchanges. Customers will receive email notification once the store credit or exchange has been completed. Under no circumstances will a return be accepted that is in less than perfect condition. All sale priced items are considered a final sale as well, additional markdowns will not be honored on previous purchases.
Please note that if your shoes do not pass our requirements following inspection by our Returns Team, we will advise you that your return 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.
How to exchange for a different size/style
If you would like to return your item for a new style or different size, please email your request using the Arches Shoes Contact If the item is available, we will put on hold for you while we wait for your return item to arrive.
How to return for store credit
Please notify us at Arches Shoes within 30 days of purchase, if you wish to return your order for store credit. You will be issued a return authorization number that must be included on the outside of the package. In order to receive your store credit, the product must be in perfect condition, unworn and in its original packaging. Once we receive the return we will contact you via email to confirm receipt and issue you a copy of your store credit.
The customer is responsible for all return shipping charges. Returns should be sent by your domestic mail service (Canadian residents use Canada Post and US residents use US Post). All return parcels must be fully insured with a tracking number. Do not return parcels C.O.D. or via a courier service (i.e. FedEx, UPS etc.). For U.S. and International returns, mark the parcel as “Canadian Goods Return” on customs forms. Duties charged to Arches Shoes as a result of mislabelling or marking as “gift” will be deducted from your store credit amount. If you are returning your item to the storefront location, the same return policy applies from above for exchange or store credit if accompanied by a copy of the original invoice.