6pm Return Policy 2026 Update: Fees, Rules & Step-by-Step Instructions
Shopping online for clearance deals on shoes, apparel, and accessories at 6pm is a great way to save money. However, if your order does not fit or fit your expectations, sending it back requires following specific rules. The 6pm return policy differs significantly from full-price online retailers, and ignoring the details can lead to unexpected return fees or even a denied refund.
Many shoppers assume 6pm offers the same perks as its parent companies, Zappos and Amazon. In reality, 6pm operates as an off-price discount outlet with its own distinct rules. As of 2026, 6pm requires mail-in returns within a strict 30-day window, charges for return shipping labels, and does not accept direct exchanges.
This comprehensive guide covers everything you need to know about returning items to 6pm, including return shipping costs, strict packaging rules, guest return steps, and contact details for customer service.
Overview of the 6pm Return Policy
The 6pm return policy is built to keep discount prices low across their website. While the retailer makes it simple to send items back, the customer carries the financial responsibility for return shipping costs.
Here is a quick reference summary of how returns work at 6pm:
| Policy Feature | 6pm Return Terms |
|---|---|
| Return Window | 30 days from purchase date |
| Return Shipping Fee | Customer pays (flat fee deducted from refund or self-funded carrier) |
| Exchanges Allowed? | No direct exchanges (must return and place a new order) |
| Drop-Off Locations | Mail-in only (No Zappos, Amazon, or store drop-offs) |
| Refund Type | Original payment method |
| Original Packaging Required? | Yes (Original shoe box or product box must be included and undamaged) |
| Restocking Fee | $0 |
| Warehouse Processing Time | 7 to 10 business days |
Return Window & Eligibility Requirements
To protect your money and ensure a smooth refund, you must understand when your return period opens and what condition your items must be in.
Standard Return Window
The standard return window for 6pm is 30 days. It is crucial to note that this 30-day clock begins on your purchase transaction date, not the day the package arrives at your doorstep. Because shipping takes several days, you actually have slightly less than 30 days to try on your items and mail them back. We recommend inspecting all items immediately upon delivery so you do not miss your deadline.
Online vs. In-Store Return Windows
Because 6pm is strictly an online off-price retailer, there are no physical 6pm storefronts. Furthermore, 6pm items cannot be returned to physical outlets operated by related companies. You cannot drop off a 6pm package at Zappos pop-up locations, Amazon Fresh, Whole Foods, or Kohl's drop-off counters. All returns must be processed through the online portal and mailed back to the 6pm warehouse.
If you are looking for stores with more flexible drop-off options, you can review our guides to the Zappos return policy and the Amazon return policy.
What Items Qualify for Returns
Most brand-new shoes, apparel, bags, and accessories purchased directly from 6pm qualify for a refund. To be accepted, items must meet basic quality standards:
- Products must be unworn, unwashed, and completely unaltered.
- Clothing must be free of stains, deodorant marks, perfume scents, and pet hair.
- Footwear must show zero signs of outdoor wear or tread scuffs.
Conditions for Accepted Returns
6pm enforces strict rules regarding product packaging and tags:
- Tags Attached: All original price tags, brand tags, and safety labels must remain attached to the garment or item.
- Original Product Packaging: Items must be inside their original manufacturer packaging. Shoes must be inside their brand shoe box, and accessories must include original dust bags or gift boxes.
- The Outer Box Packaging Rule: Never use the original shoe box as your shipping box. Taping or slapping a shipping label directly onto a manufacturer shoe box ruins the box, rendering the item un-sellable. 6pm will reject the return or charge a fee. Always place the original shoe box inside a separate cardboard mailing box or poly mailer.
- Packing Slip: You must include a copy of your original packing slip or order confirmation printout inside the package.
How to Return Items to 6pm
Sending a package back to 6pm is straightforward as long as you follow the online steps. Here is how to complete an online return or mail-in return based on how you checked out.
In-Store Return Process
There is no in-store return option for 6pm. Do not take your package to local retail stores or Amazon drop-off points, as store associates cannot accept or process 6pm merchandise.
Online Return Process (Registered Account Users)
If you created a 6pm account when making your purchase, follow these steps:
- Go to 6pm.com and log into your account.
- Click on My Account in the top navigation bar and select Order History.
- Find the specific order containing the item you want to return.
- Click Return Item(s) next to the eligible purchase.
- Select the item(s) you are returning and choose a reason for the return from the drop-down menu.
- Generate and print your packing slip and the prepaid UPS return label.
- Pack the item in its original box, place it inside a separate outer shipping box with the packing slip, and attach the label.
- Drop off the package at any official UPS location or drop-off point.
Mail-In Return Process for Guest Users (No Account)
If you checked out as a guest without creating an account, you can still generate a return shipping document online:
- Visit the 6pm homepage and scroll down to the footer to click on Order Lookup or Customer Service.
- Enter your Order Number, your Billing Zip Code, and the Email Address used at checkout.
- Locate your order details and click Return Item(s).
- Print out your return packing slip and pre-addressed return shipping label.
- Pack your items safely inside an outer shipping box and attach the shipping label to the outside.
Return Label Instructions & Options
When preparing your mail-in return, you have two choices for return shipping:
-
Option 1: 6pm Self-Service Prepaid Label
Printing a shipping label directly from the 6pm return portal is the easiest choice. 6pm provides a flat-rate UPS shipping label. You do not need to pay anything at the drop-off counter; instead, 6pm automatically deducts the flat-rate return shipping fee from your total refund amount. -
Option 2: Self-Funded Carrier Shipping
If you prefer to use your own carrier (USPS, FedEx, or DHL), you can pay for postage directly at your local post office or shipping hub. Simply mail the package to the official 6pm return address listed on your packing slip. If you choose this method, always request a tracking number and keep your shipping receipt until your refund processing is complete.
Refunds & Processing Time
Once your package is dropped off with the carrier, it travels to the 6pm fulfillment center for evaluation.
Refund Method
Your refund will always be issued back to your original refund method (such as your original credit card, debit card, or PayPal account). 6pm does not issue store credit, gift cards, or physical paper checks for returned merchandise.
Processing Time
The complete timeline to receive your money back involves two separate stages:
- Warehouse Inspection: Once your package arrives at the 6pm warehouse, the returns team inspects the items to verify their condition. This processing time typically takes 7 to 10 business days.
- Bank Posting Time: After 6pm approves the return and processes the credit, your bank or credit card company may take an additional 2 to 10 business days to post the funds to your account statement.
In total, you should expect the full refund timeline to take anywhere from 2 to 4 weeks from the date you drop the package in the mail.
Reasons Refunds May Be Denied
6pm reserves the right to deny a refund or send items back to the buyer under the following circumstances:
- The item arrives postmarked after the 30-day return window has expired.
- The product shows obvious signs of outdoor wear, dirt, laundering, or missing tags.
- The shipping label was stuck directly onto the original shoe box, destroying the product packaging.
6pm Exchange Policy
Understanding the 6pm exchange policy is simple: 6pm does not offer direct exchanges.
Exchange Time Window & Eligible Items
Because clearance inventory sells out quickly on 6pm, the retailer does not hold stock or reserve alternative sizes, colors, or styles. There are no items eligible for a direct, one-to-one exchange through customer service.
How to Swap Sizes (The Re-Order Workaround)
If you need a different size or color in an item you purchased, follow this recommended two-step process:
- Place a New Order Immediately: Go to 6pm.com right away and buy the correct size or color while it is still in stock. This ensures you do not lose out on clearance pricing.
- Send the Original Item Back: Initiate a standard online return for the unwanted item to receive a credit back to your original payment method.
Non-Returnable or Restricted Items
While most standard products can be sent back, certain conditions make items non-returnable items:
- Final Sale Merchandise: Any item explicitly marked as "Final Sale" or "Non-Returnable" on the product page or checkout receipt cannot be returned or refunded.
- Worn or Modified Apparel: Shoes showing outdoor scuffs or clothes that have been worn, washed, or altered are ineligible for a refund.
- Items Shipped Without Outer Packaging: Returning shoes using only the brand shoe box as the shipping container invalidates the return.
- Late Returns: Packages shipped past the 30-day deadline without prior authorization from customer service will be rejected.
Fees, Deductions & Exceptions
Understanding potential costs helps you decide if sending an inexpensive clearance item back is financially worth it.
Is Your Item Worth Returning?
-----------------------------
Original Item Price: $20.00
- Return Shipping Fee: $ 7.00
-----------------------------
Estimated Refund: $13.00
Restocking Fees
6pm does not charge a restocking fee on returned items. You will never be charged a percentage fee simply for opening or inspecting an item.
Return Shipping Charges
Return shipping costs are paid by the customer. If you use the prepaid label generated by 6pm, a flat return fee (typically between $3.95 and $6.95, depending on current carrier costs) is deducted directly from your final refund amount. If you send back an item that cost $15.00 and the label fee is $6.00, your final credit will only be $9.00.
Original Shipping Charges
Any standard or expedited shipping fees you paid when placing your original order are non-refundable.
Fee Waiver Exceptions
6pm will waive return shipping charges and issue a full refund only if the return is necessary due to a retailer error. If you received a defective item, a damaged package, or the incorrect size/color due to a fulfillment mistake, do not start a standard online return. Instead, contact customer support immediately so they can provide a free replacement or a prepaid return label at no cost to you.
Holiday & Extended Return Policies
During the year-end shopping season, 6pm updates its standard rules to give shoppers extra time to send back gift purchases.
The 2026 Extended Holiday Return Window
6pm offers a dedicated holiday return policy for purchases made during the end-of-year holiday period:
- Eligible Purchase Dates: Items bought between November 1 and December 31.
- Extended Deadline: Eligible holiday purchases can be returned through January 31 of the following year.
All standard return rules apply during the holiday extension. Items must remain unworn, include original packaging and tags, and be packed securely inside a separate outer shipping box.
Customer Support & Contact Information
If you need help with a damaged item, an order lookup, or a missing packing slip, you can contact the 6pm customer service team directly:
- Customer Service Phone Number: Call 1-888-676-2660
-
Email Support: Reach out to
cs@6pm.com - Online Contact Form: Visit the official 6pm contact page
- Hours of Operation: Monday through Sunday, 6:00 AM – 8:00 PM Pacific Standard Time (PST)
Tips for Faster Support: Before calling or emailing, have your 6-digit or 9-digit Order Number ready along with the email address linked to your purchase. If you are reporting a damaged or incorrect item, taking clear photos of the product and shipping box before contacting support will speed up your resolution.
Frequently Asked Questions
Does 6pm offer free returns in 2026?
No, 6pm does not offer free returns. The customer is responsible for return shipping costs. You can either use a 6pm prepaid label (the fee is deducted from your refund) or pay for postage out-of-pocket with your preferred mail carrier.
Can I return 6pm items to Zappos or Amazon?
No. Even though 6pm is owned by Zappos and Amazon, 6pm operates as an independent clearance website. You cannot drop off 6pm returns at Zappos locations, Amazon lockers, Whole Foods, or Kohl's. All items must be mailed directly to the 6pm return address.
Can I return items to 6pm without a receipt?
Physical paper receipts are not strictly required, but you must have proof of purchase. You can use your online order number, billing zip code, and email address to look up your order online and print out the required packing slip.
What happens if I tape the shipping label directly onto the shoe box?
Taping or sticking a shipping label directly onto a product box (like an original shoe box) damages the product packaging. 6pm considers the box part of the product, so doing this makes the item un-sellable and can result in your refund being denied. Always place the product box inside an outer shipping carton.
How long does a refund from 6pm take?
Once your return package arrives at the warehouse, inspection and processing take 7 to 10 business days. After the refund is approved, it may take another 2 to 10 business days for your bank or credit card provider to post the funds to your account statement.
How do I return an item purchased as a guest on 6pm?
Go to 6pm.com, scroll down to the bottom of the page, and click Order Lookup. Enter your order number, email address, and billing zip code. From there, you can view your order details, select items to return, and print your packing slip and return label.
What should I do if my order arrives damaged or defective?
If you receive a defective or damaged product, do not use the standard self-service return portal. Call 6pm Customer Support at 1-888-676-2660 or email cs@6pm.com right away. Customer service will arrange a free return shipping label or send a replacement without deducting fees.
Are initial shipping fees refunded when I return an item?
No. Original shipping fees paid when you placed your order are non-refundable unless the return is required due to a error made by 6pm.
Can gift recipients get store credit for returned 6pm items?
No. 6pm does not offer store credit or gift card refunds. All approved refunds are credited back to the original buyer's payment method.
Conclusion
Shopping at 6pm is an effective way to secure deep discounts on major footwear and apparel brands. However, navigating the 6pm refund policy requires attention to detail. Remember these core guidelines before making a purchase:
- Always send returns back within the 30-day window calculated from your order date.
- Keep all tags attached and place product boxes inside a separate outer shipping box.
- Factor in return shipping fees when deciding whether returning an inexpensive clearance item is worth your effort.
If you frequently shop online at other discount shoe retailers, you may also want to compare these terms with the DSW return policy.
Disclaimer: Return policies may change at any time and can vary over time. Always confirm details on the official 6pm website or contact customer service directly. Information verified for 2026.
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