Brown Shoe Company

Frequently Asked Questions

1. Having a problem with one of our products?
2. Looking for a store near you?
3. Are you a retailer? Do you want to set up an account?
4. Do you have a question about one of our brands?
5. I am a Canadian customer. Can I buy Naturalizer shoes online?

1.

I have a problem with a pair of shoes, what should I do?

The most efficient process is to contact the retailer where the shoes were purchased for assistance. If the original retailer is unable to assist you and you believe that the shoes are defective, you have the option to return them to our warehouse for inspection. Simply fill out the Defective Product Return Form and send your package back to us. We strongly recommend that you send your return back via a traceable method, as customers are responsible for all safe return of all merchandise. Please note that:

• We do not offer repair services or replacement parts.
• We cannot guarantee refund amounts, as the warehouse makes the final determination for returns.
• Customers are responsible for shipping costs. If you would like to request a refund of shipping charges, please indicate this on the return form and include your shipping receipt.
• Ground shipping costs will be refunded by check if an item is deemed defective.
• We do not offer reimbursement for expedited or international shipping charges.
• Customer may request an exchange. If the item is deemed defective and a replacement is available, exchanges are permitted for the exact product style.

Merchandise is not considered defective or damaged under the following conditions (but not limited to):

• Discomfort of blisters that occur from wear.
• Damages caused by misuse, improper care, and/or normal wear and tear.
• Improper fitting or sizing of products.
• Modifications and/or alterations made to the product.
• Damages caused by the use of solvents, adhesives, detergents, liquids and/or other chemicals.

Call 1-800-766-6465 for assistance.

2.

How do I find a retail store near me?

To find a store near you, please visit our Store Locator page.

3.

I own a shoe store. How can I open an account with Brown Shoe?

To sign up for an account with Brown Shoe Online, please call 1-877-BRNSHOE (1-877-276-7463). There you will be given a user ID and password in a short interview over the phone. Or if you prefer, you may e-mail your request for a customer service representative to contact you to begin the registration process.

If you already have an account (and have been assigned a user ID and password) then simply go to Brown Shoe Online to sign in.

4.

What brands does Brown Shoe own?

To view, and shop our brands, please visit our Brands page.

5.

I am a Canadian customer. Can I buy Naturalizer shoes online?

Yes! We are pleased to now offer our Canadian consumers the opportunity to shop on Naturalizer.ca and have their product delivered directly to their home!