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customer service

  • Can you tell me the hours of operation for a specific store?

    Store hours are not consistent at every location (we cannot include opening and closing times on our website, as the hours can differ by day and store). You may want to contact the store location that you will be visiting for their exact hours of operation. However, hours of most Famous Footwear stores are as follows:

    Monday - Saturday: 10 AM to 9 PM

    Sunday: 12 PM to 6 PM

  • How can I return a Home Delivery or Online order?

    Please note that all returns/exchanges are subject to a 30-day return policy. You have the option of returning your Online or Home Delivery purchase to any Famous Footwear or Factory Brand Shoes store, and also via mail.

    In Store - Please bring:

    1. The item to be returned. Item(s) must be returned in the original brand box (packaging).
    2. The original receipt or the original packing receipt.
    3. One form of personal identification and the credit card used for the original purchase.

    Click here for information on accepted forms of identification and our policies for refunds with or without a receipt.

    Via Mail:

    1. Box up the item with all original packing. Item(s) must be returned in the original brand box (packaging).
    2. Enclose a completed return form (included with original packing slip or by using the link below).
      print return form
    3. Refunds will be given in the original form of payment.
    4. Ship your package to: Returns
      1615 Commerce Drive
      Sun Prairie, WI 53590-9107
    5. Please allow 3 weeks for us to process your return or exchange (we’ll email you once we’ve completed your request).

    Note: For your protection, we suggest sending your return via insured parcel post or another traceable method. Shipping fees are not refundable and return-shipping charges must be paid by the customer. We cannot accept C.O.D. packages or returns for store merchandise. is not responsible for returns until they are received by our warehouse.

  • Why was my web order cancelled?

    For the protection of our customers, we randomly and routinely perform audit checks to verify order information in an effort to maintain high security standards. This may be why your order was cancelled. It is also possible that your order may have been cancelled if we ran out of stock for an item. In both cases, an email confirmation will be dispatched. For the specific cancellation reason of your order, we ask that the billing customer of the purchase call us at 1-888-869-1053.

  • How can I track an order I placed in a store?

    You may track a Home Delivery order by visiting our website here and selecting the first option: In store (for home delivery).

  • I have questions regarding REWARDS points, can you help?

    Please click here for information on how to earn points, redeeming points, and understanding your point balance.

  • What shipping carrier will deliver my online purchase?

    The shipping carrier for your order will vary based on what area you live in, where your order is shipping from and whether expedited shipping was selected. Please reference the following information for possible delivery services. For questions regarding delivery times and prices, please click here.

    Ground orders:

    1. The majority of ground orders are delivered by FedEx SmartPost. Please be advised that USPS and FedEx combine their services for our SmartPost deliveries. Therefore, a FedEx web link will be provided to track your order but the actual delivery to your doorstep will be by USPS.
    2. Some ground orders may also be delivered via UPS.

    Note: We are unable to advise whether your order will ship via FedEx SmartPost or UPS ground during the placement of your order. Also, we are unable to request a particular service be used for your order’s delivery. Once your order ships, we can advise about the final carrier and if your order will arrive in multiple shipments.

    Expedited orders:

    1. All 2nd Business Day and Next Business Day purchases will be delivered by UPS. UPS does not deliver for on Saturday or Sunday.
  • How much do you charge for shipping online orders?

    Please see our shipping table for the costs of Ground and Expedited online purchases.

  • Can you help me figure out what size to buy?

    Our website provides size conversions from U.S. to European sizes for each shoe in the size drop-down box. Still not sure what size you wear? We offer a free printable sizing chart for men, women and children on our Fit Assistant Page.

  • How do I return or exchange items bought at a store?

    Please note that all returns/exchanges are subject to a 30-day return policy and these guidelines. For your in-store return/exchange, please bring:

    1. The item to be returned. Item(s) must be returned in the original brand box (packaging).
    2. The original receipt (if available).
    3. One form of personal identification and the credit card used for the original purchase.

    store locator

  • How can I provide feedback regarding my recent store visit?

    We welcome your feedback regarding your recent store visit. Please contact us. When contacting us about your experience, please be sure to provide the following information:

    1. Store location visited (street address, plaza name and city, or store number).
    2. Date of visit.
    3. Name of associate (if known).
    4. Your name.
    5. The best phone number to reach you (should any follow up be needed).

Famous Footwear questions

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