Help / FAQ

Help Center

Welcome to the Skechers Help Center. We are dedicated to providing you with the best possible shopping experience. Find answers to the most frequently asked questions below.

TOPICS

Orders & Shipping
Track your order, shipping options, order issues.

Returns & Exchanges
How to return, exchange, refund status.

Products & Sizing
Product info, sizing help, care instructions.

Payments & Promotions
Payment methods, promo codes, gift cards.

My Account
Manage account, sign in, password help.

Website & Technology
Website help, accessibility.

Company Information
About Skechers, investor relations.

ORDERS & SHIPPING

How can I check the status of my order?
You can check your order status by clicking on the link in your shipping confirmation email. You can also check the status by visiting our Order Status page.

How long will it take to receive my order?
Shipping times vary depending on the delivery option you selected at checkout. You can see the specific shipping methods and estimated delivery times during the checkout process before you place your order.

What are your shipping options and costs?
We offer several shipping options. The available methods and associated costs will be displayed at checkout. Expedited shipping options are available for most items.

Can I change or cancel my order?
We begin processing orders immediately to ensure fast shipment. Therefore, we are unable to cancel or make changes to an order once it has been placed. This includes changing the shipping address, removing items, or changing the size or color of an item.

I received a damaged/defective item. What should I do?
We are sorry to hear that. Please contact our customer service team for assistance with damaged or defective items.

I am missing an item from my order / I received the wrong item.
We apologize for the error. Please contact our customer service team, and we will be happy to assist you.

Do you ship internationally?
Currently, our online store at comfy-skech.com only ships to locations within the United States.

How do I know if my order has been confirmed?
After placing an order, you will receive an order confirmation email. If you do not see it in your inbox, please check your junk or spam folder.

RETURNS & EXCHANGES

What is your return policy?
We want you to be happy with your purchase. You may return most unworn items for a refund within 30 days of the ship date. Items must be in their original condition and packaging with all tags attached. Proof of purchase is required.

How do I return an item?
You can initiate a return through our Online Returns Center. You will need your order number and the email address used to place the order. Once your return is processed, you will receive a refund to your original method of payment.

How long does it take to process a return?
Once we receive your returned item, please allow 10-14 business days for your return to be processed. You will receive an email confirmation once the refund has been issued.

Where is my refund?
Refunds are issued to the original form of payment used for the purchase. The time it takes for the refund to appear on your account depends on your bank or credit card company’s processing time, which can take several business days after we have issued the refund.

Can I exchange an item?
We do not offer direct exchanges through our website. To get a different size or color, we recommend returning the original item for a refund and placing a new order for the desired item.

I received a return label, but I no longer have the box. Can I still return the item?
Yes, you can still return the item. Please ensure the item is securely packaged to prevent damage during transit.

What items are final sale and cannot be returned?
For hygiene reasons, certain items, such as socks and masks, are considered final sale and cannot be returned. Clearance items may also be marked as final sale.

PRODUCTS & SIZING

How do I find the right size?
We provide detailed sizing charts for men, women, and kids on each product page. We recommend measuring your foot and comparing it to the chart for the best fit.

Do your shoes run true to size?
Sizing can vary by style. We recommend reading customer reviews, which often include helpful feedback on the fit of a particular product.

How should I care for my Skechers?
Care instructions vary by material. Please refer to the specific care instructions included with your product. Generally, for fabric shoes, spot cleaning with a mild detergent is recommended. For leather shoes, use a soft, damp cloth.

Are Skechers machine washable?
Some Skechers styles are machine washable. Please check the product details and care label for specific instructions. If machine washable, use a gentle cycle with cold water and air dry. Do not put them in the dryer.

Where can I find product details and features?
All product details, materials, and features are listed on the individual product pages on our website.

PAYMENTS & PROMOTIONS

What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Skechers Gift Cards.

How do I use a promo code?
You can enter your promo code during checkout in the field labeled “Promo Code” or “Discount Code.” Click “Apply” to see the discount reflected in your order total.

The promo code is not working. Why?
Please ensure that the code has been entered correctly and that it has not expired. Also, check the terms and conditions of the promotion, as some codes may have specific eligibility requirements (e.g., minimum purchase amount, certain product exclusions).

Do you offer any student/military discounts?
We occasionally offer special promotions. Please check our website for any current offers.

How do I check the balance on my Skechers Gift Card?
You can check your gift card balance on our Gift Card Balance page.

My gift card is not working. What should I do?
Please ensure you are entering the card number and PIN correctly. If you continue to have issues, please contact our customer service team for assistance.

MY ACCOUNT

How do I create an account?
You can create an account by clicking “Sign In” at the top of our website and selecting “Create an Account.”

I forgot my password. How can I reset it?
Click “Sign In” and then select “Forgot Your Password?” You will be prompted to enter the email address associated with your account to receive a password reset link.

How can I update my account information?
You can update your personal information, such as your email address, password, and saved shipping addresses, by logging into your account and accessing the “My Account” dashboard.

How do I save my favorite items?
You can save items to your Wish List by clicking the heart icon on any product page. You must be logged into your account to use this feature.

WEBSITE & TECHNOLOGY

The website is not loading correctly. What should I do?
We recommend clearing your browser’s cache and cookies, ensuring your browser is updated to the latest version, and trying again. If the problem persists, please try accessing our site from a different browser or device.

Do you have a mobile app?
Yes, you can shop Skechers on the go with our mobile app, available for download on the App Store and Google Play.

I am having technical issues with the website.
We apologize for the inconvenience. Please try the troubleshooting steps mentioned above. If the issue continues, you can contact our customer service team and describe the specific problem you are encountering.

How can I get help with accessibility on your website?
We are committed to ensuring digital accessibility for all users. If you have any questions or need assistance, please contact us.