Due to the ongoing impact of COVID-19 it may take longer than usual to process your return. Rest assured we’re working as quickly and safely as possible.

Returns Procedure

  1. If for some reason you wish to return any product purchased on our website you should follow the return instructions provided on the paperwork included with your delivery.
  2. Please COMPLETE the RETURN FORM on the reverse of your receipt and include it inside your package.
  3. Please contact a member of our Customer Service department at 1-877-861-1988 to arrange a pickup of your goods. Customer Service is available Mon-Fri: 9:00am-5:30pm (EST) *Excluding Bank Holidays.
  4. If you choose to return your package independently or with an alternate carrier; shipping charges will not be reimbursed, and FitFlop cannot guarantee the delivery back to our warehouse.
Please send all returns to the following address:
FitFlop c/o Expeditors
6360 Belgrave Road
Mississauga, ON
L5R 0G7
 
If you have any difficulty or have any other queries regarding the returns service, customer service will be able to assist at info.ca@fitflop.com or on 1-877-861-1988.

 

Things to note

  • For purchases made from the 20th of November 2020, we have extended the returns and refunds period until 15th of January 2021. 
     
  • In all cases, except where an item is faulty, the item(s) returned must be in their original and saleable condition without having been worn outdoors. This includes all packaging and labeling. (If you’re trying them on for fit, may we suggest you stay inside while you walk around in them?)
     
  • All footwear will be inspected on return.
     
  • Goods are your responsibility until they reach our warehouse, so make sure you package them up well to prevent any damage or lost shoes during shipping.
     
  • The initial SHIPPING & HANDLING charge incurred in ordering the Product(s) being returned IS NON-REFUNDABLE (unless otherwise stated).
     
  • Please indicate the REASON FOR RETURN using the CODES provided and, in the case of a fault or error on our part, please provide a full description in the space provided. We appreciate your feedback and will use it to improve our service.
     
  • When the item is returned, an email will be sent to confirm your refund has been processed. Please allow up to 14 business days of receipt. Refunds will only be made to your original payment method.
     
  • In the odd instance that items have been shipped to you that do not conform to your original order, we will refund you both your shipping & handling charge incurred in ordering the Product(s) being returned and return postage. Please use the returns label provided on your receipt or return the items to us using standard shipping (retaining your proof of postage for reimbursement).
     
  • Sorry, but items purchased from Fitflop.ca may not be returned via any of our retailer partners, as selections and styles vary from retailer to retailer.