DSW sells footwear, handbags, accessories, and selected beauty items through both stores and its U.S. website, so return questions often come up after the purchase: How long do you have, what does mail return cost, can you exchange for a new size, and what happens if you do not have the receipt? This guide is built to help shoppers make practical decisions before buying and after delivery. It explains the standard return window, holiday extension, refund timing, exchange rules, category restrictions, shipping timelines, cancellation limits, support hours, and store-hour expectations. It is especially useful for customers comparing store returns versus mail returns, trying to avoid deductions, or dealing with opened or defective products.
The DSW return policy generally allows returns of most unworn, undamaged, or defective merchandise within 60 days of purchase, with free in-store returns and an $8.50 deduction for prepaid mail returns. This guide breaks down the exact rules, the most important exceptions, and the steps that can help you avoid a denied return.
Quick Answer: Can You Return Items to DSW?
Yes. DSW generally allows returns of most unworn, undamaged, or defective merchandise within 60 days of the original purchase date. In-store returns are free, while a prepaid mail return label costs $8.50 and that amount is deducted from the refund. Final Sale items cannot usually be returned, and DoorDash or Uber orders follow different rules.
Quick Facts Table
| Policy Area | What DSW Says |
|---|---|
| Refund Window | Most unworn, undamaged, or defective merchandise may be returned within 60 days of purchase. |
| Receipt Requirement | Original sales receipt or packing slip is needed for refund to the original payment method. Without it, refund is usually a merchandise credit at the current selling price with valid ID. |
| Refund Method | Original form of payment for eligible returns with receipt; merchandise credit in certain no-receipt, gift, or special-payment situations. |
| Exchanges Allowed | Yes, for the same item in a different size or color. In-store and by mail exchange options are offered. |
| Restocking Fees | No restocking fee verified. Mail returns using DSW’s prepaid label cost $8.50, deducted from the refund. |
| Online vs In-Store Differences | In-store returns are free and can provide an instant refund. Mail returns using the prepaid label cost $8.50 and can take 7–10 business days to process after receipt. |
Policy Snapshot
Return window: 60 days for most eligible merchandise.
Receipt requirement: Receipt or packing slip needed for refund to original payment method.
Refund method: Original payment method for qualifying returns; merchandise credit in some cases.
Exchanges: Allowed for the same item in a different size or color.
Restocking fees: No verified restocking fee, but prepaid mail returns deduct $8.50 from the refund.
Official Return Policy Overview
DSW generally accepts returns of most unworn, undamaged, or defective merchandise within 60 days of purchase. The simplest route is a free in-store return with receipt. Mail returns are available too, but using DSW’s prepaid label costs $8.50 and that amount is deducted from the refund.
The standard rule is straightforward: most eligible items can be returned within 60 days of the original purchase date. To receive a refund back to the original form of payment, the item must be unworn, undamaged, and returned with the original sales receipt or packing slip. DSW also expects original packaging in many cases, especially for shoes and specialty items.
For footwear, condition matters more than many shoppers expect. A pair that looks clean on top but shows scuffs, dirt, sole wear, or noticeable creasing may create problems during inspection. That is one of the biggest consumer pain points with shoe returns, especially when customers try them outdoors before deciding.
Packaging can matter almost as much as the shoes. If you are mailing back shoes, it is smarter to place the shoe box inside another shipping box rather than attaching a label directly to the manufacturer box. Damage to the original shoe box can create avoidable friction in the return process.
There are also channel-specific rules. Merchandise purchased at DSW’s official return policy page or through dsw.com may generally be returned to a U.S. DSW store, but merchandise bought in a DSW store cannot be returned to dsw.com. DoorDash and Uber orders follow a different path: unless marked Final Sale, those purchases are typically eligible for a DSW merchandise credit within 30 days, not a standard original-payment refund.
Fee details are important here. In-store returns are free. If you use DSW’s prepaid return label for a mail return, the return shipping cost is $8.50 for any number of items, and that exact amount is deducted from your refund. DSW’s official returns page is here: shipping and returns.
Holiday Return Policy
DSW has published an extended holiday return period for purchases made between November 1 and December 31. During that holiday window, eligible purchases made at U.S. DSW stores or on dsw.com receive a 90-day return and exchange period from the date of purchase.
For shoppers buying gifts during the holiday period, this longer window is one of the most helpful parts of the policy. Instead of the standard 60-day period, qualifying purchases made between November 1 and December 31 receive a 90-day return and exchange period calculated from the original purchase date.
The practical benefit is obvious: gift recipients have extra time to check fit, color, and comfort after the seasonal rush. The same product-condition rules still matter, though. Final Sale items remain restricted, and category-specific limits still apply.
If you are shopping during peak season, it is wise to review the official return policy before checkout because holiday windows can change over time. Policies are subject to change; we recommend verifying directly with the retailer.
Exceptions to the DSW Return Policy
- ✕Final Sale merchandise may not be returned or exchanged for any reason.
- ✕Opened Specialty Products such as fragrances, dry shampoos, nail polish, facial care products, products containing alcohol, rechargeable batteries, and USB rechargeable devices are not returnable once opened or once the seal or original packaging has been broken or removed.
- ✕Specialty Products cannot be returned to dsw.com; unopened items in original packaging with the seal intact must be returned to a DSW store.
- ✕DoorDash and Uber purchases generally do not follow the normal return path and may be eligible only for DSW merchandise credit within 30 days unless marked Final Sale.
- ✕Used or worn shoes can be denied if they no longer appear unworn and undamaged.
These exceptions usually exist for hygiene, resale, fraud-prevention, and fulfillment reasons. In plain terms, the more a product can be contaminated, customized by use, or hard to resell, the stricter the return rules tend to be.
If your item falls into an exception, the next-best option may be an exchange, a defective-item review, or customer support help. For a product that failed due to a possible defect, it is worth contacting support before mailing it back, especially if you want the $8.50 return deduction waived for a defective-item situation.
Warranty Coverage Explained
DSW does not appear to promote a separate store warranty program in the policy information reviewed here. Instead, defective merchandise is generally handled through the return and exchange framework, with the key question being whether the item is considered genuinely defective rather than simply worn or damaged by use.
For most shoppers, the practical rule is this: DSW’s policy addresses defective merchandise inside the normal return framework. If an eligible item is considered defective, customers may be able to receive a refund or exchange, provided the condition is verified and the item meets policy requirements.
That is different from a broad damage guarantee. The policy does not suggest coverage for normal wear, accidents, misuse, or damage caused by customer handling. Proof of purchase is still important, and contacting DSW first can be especially useful when the product problem showed up shortly after normal use.
When the issue is an actual defect, shoppers should save photos, keep the packaging, and contact customer support before shipping anything back. That can help clarify whether the matter should be treated as a return, exchange, or defect review.
Step-by-Step Return Process
In-Store Returns
- ✓Bring the item, the original sales receipt or packing slip, and the original packaging if possible.
- ✓Go to a U.S. DSW store and ask for help at customer service or the returns area.
- ✓The item may be inspected for wear, damage, missing packaging, or product-condition issues.
- ✓If approved, an in-store return is free and may provide an instant refund back to the original payment method when the transaction qualifies.
- ✓If there is a problem, ask whether an exchange, merchandise credit, or supervisor review is available.
Online / Mail Returns
- ✓Start the return through DSW’s online return flow or return portal.
- ✓Print a prepaid label or use the paperless return code option if you do not have a printer.
- ✓Pack the merchandise carefully. For shoes, place the shoe box inside another shipping carton rather than putting the label directly on the shoe box.
- ✓Drop the package off with the carrier listed in the return instructions.
- ✓If you use DSW’s prepaid label, the return shipping charge is $8.50 and is deducted from the refund.
- ✓After DSW receives the package, allow 7–10 business days for the return to be processed. Bank posting time can add extra days after that.
Refund Methods by Payment Type
DSW usually refunds eligible returns with receipt to the original form of payment, but some payment combinations and special situations work differently. Gift-related returns, no-receipt returns, and certain mixed-payment transactions may result in merchandise credit or a gift card rather than a direct refund to the original account.
Credit and debit cards: Eligible returns with the original receipt or packing slip are typically credited back to the original card. In-store approval can be immediate from DSW’s side, but the bank may take extra time to post the funds.
PayPal: DSW says refunds are generally issued to the original payment method, including PayPal. However, exchanges involving PayPal are often easier in store. If a purchase used a combination of PayPal and a DSW gift card, the entire refund is typically issued on a gift card.
Gift card purchases: Purchases made with a gift card are usually refunded to a new gift card or merchandise credit rather than cash.
Gift returns: Returned items with a gift receipt may be issued as merchandise credit or even exchange, depending on the channel and transaction details.
Promotions and rewards: If you return merchandise purchased using DSW rewards or offers, DSW refunds only the final purchase price paid. Rewards and offers are generally not reissued or recredited, except for exchanges made on the same day of purchase.
For mail returns, DSW states that processing typically takes 7–10 business days after the returned product is received. Posting time after that can vary by payment processor or bank.
In-Store vs Mail Return Comparison
| Factor | In-Store Return | Mail Return |
|---|---|---|
| Speed | Usually the fastest option | Slower because shipping and warehouse processing are involved |
| Refund Timeline | May be instant once approved | 7–10 business days to process after DSW receives the item, plus bank posting time |
| Fees / Return Shipping Responsibility | $0.00 | $8.50 deducted from refund if you use DSW’s prepaid label |
| Convenience | Best if a store is nearby and you want a quicker answer | Useful when a store visit is not practical |
| Best For | Fast refunds, easy exchanges, defective-item discussions | Remote shoppers, low-urgency returns, size swaps by mail |
Cancellation Policy
DSW appears to process orders quickly, so cancellation opportunities can be very limited. If a cancel option is still visible in your order history while the order is pending or processing, use it immediately. If the order has already moved forward, the item may need to be refused at delivery or returned after arrival.
DSW’s order workflow is one of the main shopper pain points because the cancellation window can be very short. Once the order enters active fulfillment, cancellation may no longer be available. The best first step is to sign into your account, check your order history, and see whether a cancellation option still appears.
If the order has already advanced too far, the practical fallback is usually to wait for the package, refuse delivery if that option is available, or complete a standard return after the item arrives. Refund handling for a canceled order usually follows the original payment route when cancellation is accepted in time.
If the order status or cancellation option is unclear, policies are subject to change; we recommend verifying directly with the retailer.
Shipping Policy
DSW uses multiple delivery options in the United States, including standard, no-rush, expedited, next-business-day, and same-day service in eligible areas. The exact windows in the available policy information are 3–5 business days, 4–7 business days, 2 business days, 1 business day, and same-day delivery for orders placed by 2 PM local time.
Based on the available policy information, DSW’s listed shipping timeframes are:
- ✓Standard Shipping: 3–5 business days
- ✓No Rush Shipping: 4–7 business days
- ✓Expedited (2 Day): 2 business days
- ✓Next Business Day: 1 business day
- ✓Same Day Delivery: order by 2 PM local time for delivery between 5 PM and 8 PM, where available
Return shipping works differently from outbound shipping. The key exact value here is the prepaid return-label deduction: $8.50. That deduction applies when customers use DSW’s prepaid label for a mail return.
The policy information reviewed here does not clearly verify exact shipping-price thresholds, free-shipping minimums, or detailed lost-package claim deadlines for every order type. Policies are subject to change; we recommend verifying directly with the retailer.
Customer Service & Contact Information
DSW customer support can be reached at 1.866.379.7463. The official customer service email shown by DSW is customerservice@dsw.com. DSW also offers live chat through its customer service/contact page.
The exact support hours shown are:
- ✓Monday–Friday: 7:00 AM – 10:00 PM ET
- ✓Saturday: 10:00 AM – 10:00 PM ET
- ✓Sunday: 12:00 PM – 9:00 PM ET
For shoppers who need official support tools, DSW’s help/contact page is here: customer service contact page.
Quick Connect Support Table
| Support Type | Contact Method | Availability and & Customer Support Hours |
|---|---|---|
| Main Customer Support | 1.866.379.7463 | Monday–Friday 7:00 AM – 10:00 PM ET; Saturday 10:00 AM – 10:00 PM ET; Sunday 12:00 PM – 9:00 PM ET |
| Email Support | customerservice@dsw.com | Availability not separately stated |
| Live Chat | Available through DSW customer service/contact page | Availability not separately stated |
| Store Finder | Store locator | Store hours vary by location |
Store Hours / Store Timings
Typical DSW store hours in the available policy information are Monday–Saturday: 10:00 AM – 9:00 PM and Sunday: 11:00 AM – 7:00 PM. That said, individual locations can operate on different schedules based on local shopping centers, mall rules, and regional demand.
If you are making a special trip for a return, exchange, or pickup, check the official DSW store locator before you go. A nearby store may open earlier, close later, or have separate holiday-hour adjustments.
Practical Tips Based on Common Retail Practices
- ✓Try shoes only on clean indoor surfaces if you may need to return them. Sole scuffs and visible wear are common reasons for return trouble.
- ✓Keep the shoe box, tags, and packaging together. For mail returns, place the shoe box inside a second box instead of shipping it exposed.
- ✓Save your receipt, packing slip, or digital order email. Without proof of purchase, refund value may drop to the current selling price on merchandise credit.
- ✓Take photos before mailing a return, especially if you are returning a defect or a higher-value order.
- ✓During the holiday period, confirm whether your order falls inside the November 1 through December 31 extended return window.
Reasons a Return May Be Denied
- ✕The return is outside the allowed return window.
- ✕The item shows wear, damage, outdoor use, scuffing, or other signs that it is not unworn and undamaged.
- ✕Original packaging, receipt, or packing slip is missing when those materials are needed for the requested refund route.
- ✕The item is Final Sale or is an opened Specialty Product that falls under a strict no-return rule.
- ✕DSW limits the return or exchange based on receipt issues or other policy-enforcement concerns.
Return Denial Prevention Tips
- ✓Keep all original packaging until you are sure the item works and fits.
- ✓Save proof of purchase in more than one place, such as email, app account, and printed receipt.
- ✓Return the merchandise promptly instead of waiting until the deadline is close.
- ✓Photograph the item and packaging before a mail return, especially if the product is defective.
- ✓Use the proper return authorization steps and packaging method to reduce inspection problems.
Edge Case Scenarios
Lost receipt: DSW may still accept the return with a valid government-issued photo ID, but the refund is typically a merchandise credit equal to the current selling price, not necessarily the amount originally paid. If the purchase is attached to your account, ask the store to look it up first.
Opened items: Opened Specialty Products are especially risky. Once the seal or original packaging has been broken on those products, they generally cannot be returned or exchanged. That makes packaging and seal condition critical.
Gift returns: A gift receipt can support a merchandise-credit return or an exchange. The final route depends on how and where the return is processed.
Damaged or defective items: If the item appears defective rather than simply used, contact DSW support first. This is particularly important if you want help avoiding the $8.50 mail-return deduction in a defect situation.
Late returns: If you return an item after 60 days and you still have the original receipt or shipping invoice, DSW states that the return may be issued as a merchandise credit regardless of the original payment method.
Warranty replacement vs refund: The policy framework focuses more on defective-merchandise handling than on a separate warranty plan. In practice, documentation, photos, condition, and timing help determine whether the matter is treated as a refund, exchange, or defect review.
Official Policy Source
- ✓Official return policy
- ✓Official shipping and returns page
- ✓Official customer service and contact page
- ✓Official store locator
- ✓Official DSW VIP page
Social Media Channels
Frequently Asked Questions
How long do you have to return shoes to DSW?
For most eligible merchandise, DSW gives shoppers 60 days from the original purchase date. The item generally needs to be unworn, undamaged, and returned with the original receipt or packing slip if you want the refund sent back to the original form of payment.
Does DSW charge for mail returns?
Yes. If you use DSW’s prepaid return label for a mail return, the return shipping cost is $8.50. That exact amount is deducted from the refund. In-store returns, by contrast, are free and are often the better option when a store is nearby.
Are DSW in-store returns free?
Yes. DSW states that in-store returns are free. They can also be faster than mail returns because approved in-store returns may provide an instant refund, while mailed returns usually take 7–10 business days to process after the package is received.
Can you return worn shoes to DSW?
Generally, DSW’s return policy is built around merchandise being unworn and undamaged. Shoes that show dirt, sole wear, scuffs, or other signs of use may be denied. If the issue is a real product defect rather than ordinary wear, contact customer service before returning the item.
What happens if you return something to DSW without a receipt?
If no original sales receipt or shipping invoice is available, DSW may still accept the return with a valid photo ID. In that situation, the refund is usually a merchandise credit equal to the current selling price, not necessarily the amount you originally paid.
Can you exchange an item at DSW instead of returning it?
Yes, but the exchange rule is narrower than some shoppers expect. DSW says exchanges can be processed when you want the same item in a different size or color. If you want a completely different product, you usually need to return the original item and place a new order.
Does DSW have extended holiday returns?
Yes, DSW has published an extended holiday return period for purchases made between November 1 and December 31. Eligible purchases in that period receive a 90-day return and exchange window from the original purchase date. Verify the current holiday policy before buying.
Key Takeaways
- ✓DSW generally allows returns within 60 days, but the item usually must be unworn, undamaged, and backed by the original receipt or packing slip for a refund to the original payment method.
- ✓In-store returns are free, while using DSW’s prepaid mail label costs $8.50 and that amount is deducted from the refund.
- ✓Mailed returns typically take 7–10 business days to process after DSW receives the package, while in-store returns can be much faster.
- ✓Final Sale items and opened Specialty Products are major exception categories, so shoppers should check product labeling and packaging carefully before opening or using the item.
- ✓Typical support hours are Monday–Friday 7:00 AM – 10:00 PM ET, Saturday 10:00 AM – 10:00 PM ET, and Sunday 12:00 PM – 9:00 PM ET.