FAQ | Quality Footwear Stores in Portland OR — Shoe Mill
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FAQ

What is your Shipping Policy?

ShoeMill.com ships from Clackamas, Oregon which means ultra-fast Priority Mail 2-day delivery on purchases made in Oregon, Washington, Idaho, California, & Nevada at no additional charge. Just choose free ground shipping, your order defaults to Priority Mail due to local proximity.

We process all orders on the next business day (Monday-Friday).

Depending on the shipping address, orders are shipped United States Postal Service (USPS) Priority Mail or United Parcel Service (UPS) Ground.

Oregon, Washington, Hawaii, and Alaska Residents: USPS Priority Mail delivery time is generally 2-3 days with no expedited shipping upcharge. Expedited shipping is available for an additional charge. In Oregon & Washington expedited shipping is USPS Priority Mail Express, the rest of the contiguous United States is UPS 2nd Day Air. Hawaii and Alaska expedited shipping is USPS Priority Mail Express.

We do not collect sales tax and all orders qualify for free shipping!

Can I cancel/modify my order?

Unfortunately, an order cannot be changed once we have received it. If you’d like to cancel your order, please feel free to fill out the following form:

shoemill.com/pages/contact-us

Please note, when an order has been picked up by the shipping carrier, we cannot change delivery details. If the package is undeliverable or refused at delivery and sent back to us, we will be happy to process a refund as soon as we receive it back.

How do I return my item?

We allow returns on unworn/ as new condition merchandise within 60 days of purchase date. Worn merchandise is subject to a 10% restocking fee. Products not returned in original box or a separate shipping package/ box is subject to a 10% reboxing fee.

Follow the link below to start the step-by-step return process:

shoemill.com/pages/shoemill-com-returns

What is your return policy?

We allow returns on unworn/as new condition merchandise within 60 days of purchase date. A return authorization is necessary for all online purchases. Go to shoemill.com/online-returns to obtain an RMA number. Use of our prepaid return shipping label will result in a flat $10 charge taken from the refund total. Exceptions are made for issues which are a result of error by Shoe Mill. Contact customer service if you believe you should not be charged. You are not required to use our return shipping label, please do not attach the shipping label directly to the shoe box.

A receipt is necessary to receive a refund. Preferred Customer electronic receipts do qualify. Gift Cards are non-refundable and unused balances carry over.

Worn merchandise is subject to a 10% reboxing fee. Products not returned in original box or a separate shipping package/box is subject to a 10% reboxing fee.

Refunds: All refunds will be made using the original payment method. Purchases made with a credit card will be returned to the original card. If the original card is unavailable, refunds will be made by company check, processed locally, the next business day.

Can I return an item purchased online in store?

Web Order Drop off: Our retail store locations can be used as a drop-off point for web order returns. The store staff will give a drop-off receipt, and the item will be transferred internally to our Online Department for return processing. There is no return shipping charge for this service.

Do you offer Shoe Repair?

Yes! We have an excellent shoe repair service. We specialize in Birkenstock repair, as well as traditional repair. Learn more on our repair information page:

shoemill.com/pages/shoe-repair

What is your exchange policy?

We are currently unable to facilitate exchanges. If you wish to exchange an item for another size, color or style, we recommend you return the original item and make a new purchase.

We believe the best option is to return the first order, then place a new order for the item on our website using the 10% discount code provided with the original shipment (If you’ve lost the code, please let us know, we will send you a new one).

Keeping the two orders separate reduces mistakes, increases speed for receiving the proper size, and generally saves money using the 10% discount code.

You may exchange an online order if you visit any of our Store Locations! Please call the Store before visiting, the store can confirm we have the shoes and sizes you are looking for.

Where’s my refund?

All refunds for purchases made with a credit card will be returned to the original card. If the original card is unavailable, refunds will be made by company check, processed at our Portland, Oregon office the next business day. Refunds are processed after shipments are received and items within order have been inspected. Refunds may take up to 5-7 business days (depends on your bank).

Online returns dropped off at one of our store locations will be forwarded to our Online Department for return processing.

Why was my order cancelled?

Orders may be cancelled for a variety of reasons:

  1. Quality Control Review
    The refund should process right away, you will be receiving it within 1-3 business days.
  2. Fraud Alert
    If the billing address does not match the shipping address, our system may not allow the transaction to be authorized. Please contact our customer service team, they will be able to provide a solution and an explanation.
  3. Invalid shipping address
    Our shipping software reviews the provided shipping address for accuracy. Missing or incomplete information may result in an order cancellation. Our customer service team will reach out via the email provided to ask for an address correction before cancelling the order.

What can I do if I received a defective or a wrong item?

Please use the contact us form which collects all the information needed to review the error.

shoemill.com/pages/contact-us

I did not receive my order

There may be times when the shipping carrier marks a package as delivered, but the package is not easily found. Please review the tracking link details for more information. Or if your address has a parcel locker, please check it. We suggest keeping an eye out for the package, check with neighbors and if it isn’t found or delivered in a few days let us know and we will file a lost package claim for you.

Where is my order?

An email with the tracking information will be sent to you once it has been shipped from our warehouse. If your order has not been updated, please allow 24 hours and try again, please note that sometimes the shipment progress can be held due to an insufficient address.

If you believe you have entered an incorrect address, reach out via our contact us form. Prior to an item shipping we can update the shipping address.

Where is my Gift Card?

In-store gift cards (plastic) may be shipped with UPSP Priority Mail within the next 1-2 business days after placing the order.

When does my gift card expire?

Gift Cards do not expire. If you have an unused gift card that was issued more than 3 years ago, please contact us.

shoemill.com/pages/contact-us

How do I check the balance of my Gift Card?

Visit www.getyourbalance.com to check your balance using your Gift Card number and Pin.

Invalid card number when checking my balance:

We’ll be happy to assist you with that! Please use the contact us form which collects all the information needed to review the error.

Can Gift Cards accept refunds?

No, our gift cards system is currently not set up to allow refunds. Our Online Department will be contacting you and will issue a company check, processed locally, the next business day.

Payment methods accepted:

VISA, Mastercard, American Express, Discover, JCB, Shop Pay, Google Pay, Apple Pay, PayPal.

Do you accept AfterPay or Klarna as a payment form?

These payment methods are currently not accepted at our company.

Why was I charged twice?

There may be times when multiple charges appear during the pre-authorizing process. We suggest allowing 1-2 business days for the hold to be removed from your account; if this is not the case, you may need to contact your Bank Institution.