Welcome to Skechers Shop’s FAQ section! We’ve compiled answers to the most common questions about our products, shipping, payments, and more. If you don’t find what you’re looking for, our customer service team is always happy to help at [email protected].

About Our Products

1. What types of shoes do you offer?
We specialize in a wide range of footwear including Boots, Heels, Loafers, Oxfords, Sandals, Slippers, and Sneakers & Athletic Shoes. Our collection combines style and comfort for every occasion.
2. Are Skechers shoes true to size?
Most of our customers find our shoes true to size. However, fit can vary slightly by style. We recommend checking the specific product details for any sizing notes. Remember, we offer a 15-day return policy if the fit isn’t perfect.
3. How do I care for my Skechers shoes?
Care instructions vary by material. Generally, we recommend using appropriate cleaners for the specific material (leather, fabric, etc.) and avoiding machine washing unless specified. Always air dry your shoes away from direct heat.

Ordering & Account

4. How do I create an account?
You can create an account during checkout by providing your email address and creating a password. Account holders enjoy faster checkout and order tracking.
5. I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your registered email address. You’ll receive instructions to reset your password.
6. Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t shipped yet.

Shipping & Delivery

7. What are your shipping options and costs?
We offer two shipping options:
– Standard Shipping ($12.95): Via DHL or FedEx, delivery in 10-15 business days after dispatch (1-2 day processing)
– Free Shipping: For orders over $50 via EMS, delivery in 15-25 business days after dispatch
8. Do you ship internationally?
Yes! We ship worldwide except to parts of Asia and some remote regions. International customers may be responsible for customs duties where applicable.
9. How can I track my order?
You’ll receive a tracking number via email once your order ships. Use this number on the carrier’s website (DHL, FedEx, or EMS) for real-time updates.
10. What if my package is delayed?
While we ensure prompt processing and reliable carriers, occasional delays can occur, especially during peak seasons. If your package is significantly delayed, contact us at [email protected] for assistance.

Returns & Exchanges

11. What is your return policy?
We offer easy returns within 15 days of delivery. Items must be unworn, in original condition with all tags attached. Please contact our customer service to initiate a return.
12. How long does it take to process a refund?
Once we receive your returned item, we’ll process your refund within 3-5 business days. The time for the refund to appear in your account depends on your payment method and bank.
13. Do you offer exchanges?
Currently, we process returns for refunds only. For a different size or style, please place a new order after returning the original item.

Payments & Security

14. What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
15. Is my payment information secure?
Absolutely! We use industry-standard encryption to protect your payment information. We never store your full credit card details on our servers.
16. Why was my payment declined?
Payment declines can occur for various reasons including insufficient funds, incorrect card details, or your bank’s security measures. Please verify your information and try again, or contact your bank if the issue persists.

Contact & Support

17. How can I contact customer service?
Our friendly customer service team is available via email at [email protected]. We typically respond within 24 hours.
18. What are your business hours?
Our customer service team operates Monday through Friday, 9:00 AM to 5:00 PM (Alaska Time). Emails received outside these hours will be answered the next business day.
19. Where is your company located?
Our warehouse and headquarters are located at 2631 Northrup Place, Anchorage, US 99508. Please note this is not a retail location.

Still have questions? We’re here to help! Contact us at [email protected] and we’ll be happy to assist you.