Frequently Asked Questions

 

  • FAQ

  • Order Inquiry

    • How can I track the delivery of an online order?
    • How can I cancel or modify an order?
      Orders are processed and shipped very quickly, therefore we will be unable to modify or cancel your order (as we are unable to edit orders once they begin to process). If the item or order in question is no longer desired, we suggest you make a return.
    • Why was my order canceled?
      We randomly and routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. 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 in 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.
    • What payment methods do you accept?
      We accept Visa, MasterCard, American Express and Discover credit cards, as well as debit cards issued by United States banks, Famous Footwear gift cards, PayPal, QuadPay, Google Pay, and Apple Pay. We cannot accept cash, checks or money orders.
    • Can I use multiple payment methods when placing an order?
      We are unable to accept payment with more than one credit/debit card; however, you can redeem a Famous Footwear gift card along with one credit card as payment.
    • Can I pay with an international card?
      • If you would like to place an order with a U.S. shipping address (and you will be using a foreign credit card), we will need for you to provide the foreign billing address in order to process the order correctly. Since our website does not allow customers to put in any type of foreign address, please place the order by filling out the billing information as indicated below. The shipping information would be filled out as normal.
      • Please be sure to use a credit card issued by a bank that will automatically provide us with the address they have on file for you in their records. You may need to request that your bank add the U.S. shipping address to their records.
      • Billing information Name is the cardholder's name.
      • Billing information Address line 1 is the foreign street address.
      • Billing information Address line 2 is the foreign city, country, and any other address information.
      • Billing City is the American shipping city.
      • Billing State is the American shipping state.
      • Billing Zip Code is the American shipping zip code (be sure to include the 4-digit zip code extension for both the billing and shipping zip codes).
    • Was my order placed?
      • If your order was successfully submitted, an email confirmation will be sent to you or you would have been provided with an order confirmation screen just after hitting the submit button (during the placement of your purchase).
      • If you've not received an order number from us, or you think you have missed the order confirmation email, please call us at 1-888-869-1053 so we may search for your order.
    • How do I update my billing or shipping information for future orders?

      To update your address, please follow the directions below:

      1. Sign in to your account on the Famous Footwear website to get to your Account page. Select “Addresses” to update your addresses. Here you can add, edit, or delete your shipping and billing address(es) as needed. When you're done, click "Save Changes.”
      2. Sign in to your account using the Famous Footwear App. Tap "Account" then select “Address” to update your shipping address. When you're done, click "Save Changes."
  • Shipping

    • How can I track the delivery of an online order?
    • What shipping carrier will deliver my online purchase?

      The shipping carrier for your order will vary based on the 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.

      Standard orders:

      • Standard orders ship FedEx or FedEx SmartPost. Please be advised that USPS and FedEx combine their services for SmartPost deliveries. Therefore, a FedEx web link will be provided to track your order, however your items will be delivered by USPS. Please Note: We are unable to advise whether your order will ship via FedEx or FedEx SmartPost at the time that your order is placed, nor can we request a particular service for your order’s delivery.

      Expedited orders:

      • All 2nd Business Day and Next Business Day purchases will be delivered by FedEx. Please note that weekends and holidays do not count as delivery days.
    • How long will it take to receive my order?
      • For Home Delivery purchases, please allow 4-7 business days (excluding weekends and holidays) for delivery. To track your Home Delivery, click here.
      • Important notice: If your order was placed on an evening, weekend, or holiday, your order will not begin to process until the following business day. Please take this information into account calculating the 4-7 business day delivery time-frame.
    • Do you ship outside of the US?
      We only ship orders to addresses within the 50 United States from FamousFootwear.com. We ship to addresses within Canada from FamousFootwear.ca. We do not ship to countries other than the U.S. or Canada, or to U.S. territories/commonwealths.
  • Returns

    • What is your return policy?
    • My item(s) arrived damaged or flawed, what should I do?
      • Bring the item(s) to your local store to return or exchange.
      • Or, contact customer care.
    • How can I return a Home Delivery or Online order?

      You have the option of returning your Online or Home Delivery purchase to any Famous Footwear store, or by mail.

       

      In Store:

      If you find yourself not liking the style or fit, or simply change your mind, come back to see us. No box? No receipt? No problem! We’re happy to look up your receipt with the credit/debit card used for the original purchase or by using your FAMOUSLY YOU REWARDS® account. If we can’t look up your original receipt, we’ll issue a refund in the form of store credit at the current selling price. There is no stocking fee for returns or exchanges. We reserve the right to limit or deny returns or exchanges regardless of receipt.*

       

      *Note: We may collect information from you to help manage our return/exchange process, to assist in protecting against malicious, deceptive, fraudulent, or illegal activity, and to help manage our relationship with you.

       

      Via Mail:

      Famous Footwear offers $7.95 flat-rate shipping for returns by mail. You can print this pre-paid return shipping label and we'll deduct a return processing fee of $7.95 upon receipt of your return.

       

      If you would like to make a return by mail, please follow these steps:

      • Click here to get your return label and packing slip.
      • Re-package your order and place the packing slip inside the box.
      • Affix the return shipping label to the outside of the box.
      • Upon receipt of your return, we'll deduct a return processing fee of $7.95 from your return order refund.

       

      Please Note:

      We only process returns at FamousFootwear.com if your purchase was made at FamousFootwear.com or shipped to your home. (In-store purchases cannot be mailed for refund and may be returned to any Famous Footwear store.) Exchanges are only available in stores.

    • How long does it take to process a return?
      Most returns are processed within 10 business days after receipt at our warehouse. An email message will be sent to you once your return is processed.
    • When will my credit post?
      • Most returns are processed within 10 business days after receipt at our warehouse. An email message will be sent to you once your return is processed.
      • Note: Once we've initiated the credit for your online order's return, the actual date that the refund will post to your account is in accordance with your financial institution's procedures. Depending on the credit card company, it may take an additional 2-10 business days after the credit is applied for it to post.
  • FAMOUSLY YOU REWARDS®

    • I want to join the celebration. How do I register to become a FAMOUSLY YOU REWARDS member?
    • How do I earn points?

      As a FAMOUSLY YOU REWARDS member, you earn points every time you shop.

      • STAR members earn 1 point for every $1 spent.
      • SUPERSTAR members earn 50% more points than STAR members with 1.5 points per $1.

       

      $5 Reward Cash = 100 points, and you can earn up to $250 a year!

    • How do I turn points into Reward Cash?

      It’s easy!

       

      The Reward Cash you earn will be sent to you automatically by mail or email approximately five times per year.

       

      But you don’t have to wait. If you want to turn your points into Reward Cash at any other time, you can:

      1. Ask a store associate at checkout
      2. Sign in to Your Account on famous.com to apply at cart or checkout
      3. Use the Famous Footwear App

       

      Online at famous.com:

      1. Sign in to your account on famous.com.
      2. On your Rewards dashboard, select “Create Reward Cash.”
      3. To redeem your points for Reward Cash, select “Create.”
      4. Reward Cash will display the amount and expiration date.
      5. To redeem, tap or click on the Reward Cash you want to use and apply it to your cart, or print it to show a store associate at the register.

       

      In the Famous Footwear App:

      1. Sign in and swipe left until you see the "Create" button next to "Reward Cash."
      2. Tap "Create."
      3. Your Reward Cash will now be available on your Rewards screen. Yay!
      4. Reward Cash will display the amount and expiration date.
      5. To redeem, tap the Reward Cash you want to use and either add it to your wallet, apply it to your cart, or show it to a store associate at the register to treat yourself to shoes you’ll love.
    • How do I use Reward Cash?

      To spend your Reward Cash, simply present it at the time of purchase and use it before it expires. You can use Reward Cash any way you shop — online, in the app, or in-store.


      When shopping at famous.com, be sure you are signed into your account. Then tap or click on the Reward Cash you want to use and apply it to your cart.


      In the Famous Footwear App, tap the Reward Cash you want to use and either add it to your wallet, apply it to your cart, or show it to a store associate at checkout.


      At your store, simply show your Reward Cash to the store associate (printed out or on your phone) or ask them to create it for you at checkout.


      Reward Cash is extra special, so it may not be redeemed for cash or any other form of credit. It can be used to purchase almost anything online or in the store but may not be used to purchase gift cards.

    • When is Reward Cash issued for my points?

      The Reward Cash you earn (and a summary of your account) will be sent to you by mail or email seasonally, five times per year.


      All the points you accumulated approximately two months prior to the creation date will be converted to Reward Cash. Yay! These points are deducted from your account, so don’t be surprised. A maximum of $75 Reward Cash will be created per period.


      Want your Reward Cash sooner? Great news! You can redeem points for Reward Cash any time. There are three easy ways:

      1. Ask a store associate at checkout
      2. Sign in to Your Account on famous.com to apply at cart or checkout
      3. Use the Famous Footwear App
    • What happens if my Reward Cash expires?

      Don’t let that happen. Be sure to shop with your Reward Cash before it expires. You earned it! The expiration date will be on the Reward Cash when it is issued. If you don’t use your Reward Cash before it expires, the points will not be redeposited back into your account, and the Reward Cash cannot be reissued.

    • Can members earn bonus points?

      Absolutely! STAR members earn 1 point for every $1 spent. SUPERSTAR members earn 1.5 points per $1 spent. It adds up fast. Members also have the opportunity to earn bonus points in a few different ways:

      1. Extras When You Want: As a special thank you, FAMOUSLY YOU REWARDS members are gifted one Extra 2X Bonus Points Day promotion. As an extra special thank you, SUPERSTAR members are also gifted an Extra 3X Bonus Points Day. When you redeem them, 2X and 3X Bonus Points Days are good for the whole day, so start early and keep shopping.
      2. Reach SUPERSTAR: Get 25 bonus points when you spend $200 or more in a rolling 12-month period. (Plus, you’ll enjoy all the SUPERSTAR perks!)
      3. For Your Birthday: Celebrate with 2X points per dollar on all purchases during your birthday month.
      4. Famously Fast Pickup: Earn 50 bonus points (that’s halfway to $5 Reward Cash) when you order online and pick up in store with FREE Famously Fast Pickup.
      5. Product Reviews: Earn 25 bonus points for reviewing your purchase (up to a maximum of 250 bonus points per calendar year). We love hearing from you!
      6. Download the Famous Footwear App: Earn 50 bonus points when you download the Famous Footwear App — that’s halfway to $5 Reward Cash! You’ll have your rewards and savings at your fingertips, and you can enjoy shopping anytime, anywhere.
      7. First Online Order (Limited Time): Earn 50 bonus points for your first online order — again, that’s halfway to $5 Reward Cash!

      See more details in our Terms and Conditions and Exclusions.

    • When will bonus points be in my account?

      It’s pretty fast. If you earned bonus points with your purchase, please allow up to 48 hours for the points to appear in your account.

      Remember, you may only apply one Extra Bonus Points Day or point multiplier promotion to your transaction at any given time.

    • How do I become a SUPERSTAR member?

      Become a SUPERSTAR and enjoy our best benefits when you spend $200 or more during a rolling 12-month period.

    • What additional benefits do SUPERSTAR members receive?

      Members enjoy all STAR benefits, plus:

      • Faster Rewards: Earn 50% more points than STAR members with 1.5 points per dollar.
      • The Most Birthday Rewards: $10 Birthday Reward Cash — our biggest gift!
      • Extras When You Want: Enjoy an Extra 3X Bonus Points Day to use when you want.
    • Having trouble applying your discount or can't find your member number?
      We’re here for you. Contact us by phone at 1-888-869-1053, or email us. Click here.
    • How long before I can use my SUPERSTAR benefits?
      Once you spend $200 in a rolling 12-month period, you will become a SUPERSTAR. Congrats! Please allow up to 48 hours for your account to change from STAR to SUPERSTAR.
    • How do I keep my SUPERSTAR benefits?
      Your SUPERSTAR perks are good for a year. To keep them, you must continue to spend $200 or more in a rolling 12-month period. If you don’t, you will still continue to enjoy STAR benefits with FAMOUSLY YOU REWARDS.
    • How do I activate my FAMOUSLY YOU REWARDS Extras?

      As a FAMOUSLY YOU REWARDS member, you receive an Extra BOGO ½ Off purchase and a 2X Bonus Points Day to use when you want. SUPERSTAR members also enjoy an Extra 3X Bonus Points Day. Bonus Points Days are good all day long — any day you choose — so give yourself plenty of time to shop!

      Your Extras will be added to your account at the start of the calendar year and can be activated any day you choose.

      To use your Extras When You Want:

      1. Sign in to your account.
      2. Select your "Extra" from the menu at the bottom of the cart page or on the billing page.
      3. Continue to checkout.
    • How do I get free shipping?

      Just sign in to your FAMOUSLY YOU REWARDS account before checkout to get free standard shipping on orders in the contiguous U.S. It’s that easy.

    • What are my birthday benefits and when do I get them?
      Let’s celebrate! As a STAR member, you’ll receive $5 Birthday Reward Cash for your birthday. When you become a SUPERSTAR, you'll enjoy $10 Birthday Reward Cash — our biggest gift. Plus, all members of FAMOUSLY YOU REWARDS earn 2X points per dollar on all purchases during their birthday month.
    • I need a new membership card. What can I do?

      Good news: FAMOUSLY YOU REWARDS members no longer need membership cards. Just provide your member number to earn points on your purchases.

      To find your member number, use one of the following methods:

      • Ask a store associate to look it up for you at checkout
      • Sign in to Your Account on famous.com then click "Your Rewards Card"
      • Download the Famous Footwear App and sign in to Your Account. Tap "Your Rewards Card"     
    • How can I update the personal information on my account like name, address, or email address?

      There are three simple ways to update your name, address, and email address:

      1. Sign in to your account on the Famous Footwear website to get to your Account page. Select "Profile” to update your name, email address, or birthday. Select “Addresses” to update your addresses. Here you can add, edit, or delete your shipping and billing address(es) as needed. When you're done, click "Save Changes.”

      2. Sign in to your account using the Famous Footwear App. Tap "Account." Select “Contact Preferences" to update your email address and phone number. Select "Profile" to update your name. Select “Address” to update your address. When you're done, click "Save Changes"

      3. Call us at 1‐888‐869-1053, or click here to email us. Please be sure to provide your member number, address, the name currently on your account, and the applicable information you would like to change.
    • I'm currently a member. How can I see my account information online?
      You can view your FAMOUSLY YOU REWARDS account information by signing in to your account. Once signed in, you’ll be taken to your Account page. You can also view your account information in the Famous Footwear App. Learn more.

      If you have a member number from signing up in a store but have not yet entered an email address for your account, click here to finish registering your account.
    • How do I add a missing transaction to my account?
      Don’t worry. You can add both in-store and online transactions to your account. It’s simple!

      If you forgot to give your membership information at the time of purchase, sign in to your account and select Register a Purchase. (If you haven't registered your account online yet, click here to finish the registration process.)

      If you have any trouble adding a transaction, please call us at 1-800-401-8888 .

      Please note: We are unable to add transactions made before you joined the program.
      If you signed up in a store using your email address, click here to register on famous.com using the same name email you used in store. For online purchases, please wait until you have received your purchase, as you’ll need information from the packing slip.
    • Having trouble applying your discount?
      We’re here for you. Contact us by phone at 1-888-869-1053, or email us.
    • Have more questions?
      We'd love to help. Contact us by phone at 1-888-869-1053, or email us.
  • Stores

    • How do I return or exchange items bought at a store?
    • 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 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. Name of associate (if known).
      3. Your name.
      4. The best phone number to reach you (should any follow up be needed).
    • Do you offer a military discount?

      We are proud to offer a 10% discount to all active, reserve, and retired members of the U.S. Armed Forces at Famous Footwear and Famous Footwear Outlet stores.

      A valid active, reserve, or retired government-issued military I.D. card must be presented at the time of purchase.

      This discount is valid only for the active, reserve, or retired military member to whom it is issued.

       

      • The military member to whom the I.D. is issued must be present at the time of purchase.
      • Family members using the member's I.D. card without the member present cannot receive the discount.
      • Military family member I.D. cards are not eligible for the military discount.
      • I.D. cards for civilian employees of the Department of Defense or other agencies are not valid for the military discount.

       

      The military discount is valid on accessories and clearance items, but regular product exclusions apply.

      The military discount cannot be combined with any other coupons (other than Reward Cash). It can be combined with BOGO 1/2 Off or other store-wide promotions.

      The military discount is valid in store only. It is not valid online.

    • 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).


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No matter what you need, we're here to help.

 

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1-888-869-1053


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Hours of operation:
Mon-Fri. 9:00 AM - 6:00 PM CT
Sat. 10:00 AM - 5:00 PM CT

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