If you order a size that does not fit, you can easily exchange the order for the right size! Check out below to learn more.

60 and 90-Day Keep 'Em plans
 Exchanges are only available within 10 days of delivery.

On-Demand plans
Exchanges are only available within 10 days of delivery. For exchanges after 10 days of delivery, you can proceed with the normal swap process! 

♻ To start your exchange:

1. Start by locating the order to be exchanged in your Order History and click 'View order details'  

2. Begin your exchange by selecting, 'Size or Style Exchange?'.

3. Now, select why you are exchanging, 'I ordered the wrong shoe size' or if you're just swapping select, 'I want a different shoe, style or color'. 

4. Next make sure to select if you have a bag or not to continue. If you do have the linked return bag, please locate the order number that is on the, 'name sticker,' on the return bag and enter it. This is the order number you received in your email confirmation and it's shown in your Order History.

If you do not have the linked return bag, we'll give you a quick link to reach out to our Member Experience Team so we can send a bag or label to complete your return!

👟 Now the fun part, pick out fresh new kicks! 

  1. To select your replacement order, head to the Kicks Page and place your exchange order in the correct size or style!
  2. Next, just drop the original pair in the mail and as soon as we see it's on the way back, your new pair will be on the way!  

To ensure your exchange processes without any hiccups, it is very important to use the linked return bag that arrived with your original order. 

📌NOTICE: If the original pair is not in transit back to us within 5 days, the exchange order will automatically cancel!

If your exchange order cancels, here is what to do:

  • On-demand members: If your exchange order cancels because the original pair is not yet returned you can still get the right size by placing a new order, as you do for the normal swap process. If you are unable to order because you currently have two pairs out, please return one of these pairs to unlock your account for     reorder. 
  • Every 60 day and Every 90 day Keep 'Em members: If your exchange order cancels because the original pair is not yet returned, contact us.

👉Keep in Mind with all exchanges...

The old pair you are exchanging MUST be returned, using the linked prepaid return bag, within 10 days of receiving your new order. If the shoes are not returned within 10 days, a suspension of service may occur and a charge for the MSRP of the shoe minus any subscription fee applied to your payment method.

If you find the new product you received isn't what you wanted you can send back the replacement order you received just reach out and let us know.

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