The Walking Company Return Policy: Step-by-Step Guide, Fees & Hidden Rules
Shopping for orthopedic footwear and everyday comfort shoes online can be tricky. Getting the exact arch support, width, and heel cushion right often takes trying them on at home. If your new pair feels too tight or does not support your stride, navigating walking company returns is your next step. Understanding the walking company return policy before you ship a package back can save you time, stress, and unexpected fees.
This comprehensive guide breaks down everything you need to know about returning or exchanging items at The Walking Company. We cover the strict 30-day return window, the exact condition required for shoes, how to dodge the $10 return shipping deduction, and the step-by-step process for getting your money back. All details are based on the latest available terms and verified for 2026.
Overview of The Walking Company Return Policy
The Walking Company offers a straightforward return process, but it has strict rules about wear and packaging. You have 30 days from your delivery date to send back unwanted items. To get a full refund, shoes must be completely unworn, clean, and packed in their original branded shoe box inside a separate shipping carton.
While returns for a refund to your original payment method carry a $10.00 return shipping fee, size and color exchanges are 100% free.
The Walking Company Return Policy at a Glance
| Policy Feature | The Walking Company Rules |
|---|---|
| Standard Return Window | 30 calendar days from the carrier delivery date |
| Eligible Item Condition | Unworn, clean, all tags attached, original manufacturer box intact |
| Return Shipping Fee | $10.00 flat fee (deducted from your refund when using their label) |
| Exchange Fee | FREE (return shipping fee is waived for size/color swaps) |
| Primary Refund Method | Original payment method or store credit |
| Total Processing Time | 7–14 business days after warehouse arrival |
| Non-Returnable Items | Final sale/clearance (.97 prices), worn shoes, opened socks/orthotics |
| Holiday Return Extension | Orders placed Nov 1 – Dec 25 can be returned through Jan 31, 2026 |
Return Window & Eligibility Requirements
Standard Return Window
The Walking Company gives shoppers a 30-day return window. It is important to note that this clock starts on the date the delivery carrier marks your package as delivered, not the date you placed the order online. You must register your return in their digital portal and hand the parcel to the carrier before those 30 days run out.
Online vs. In-Store Return Windows
Most of The Walking Company's business operates online. Following corporate restructuring over recent years, their physical store footprint has shrunk significantly.
- Online Purchases: Must be registered through the online returns portal within 30 days of delivery.
- In-Store Purchases: If you purchased footwear at an affiliated physical store that remains open, you must return the item within 30 days of the purchase date shown on your store register receipt.
What Items Qualify for Returns
Full-price and standard promotional footwear-including popular comfort brands like ABEO, Dansko, ECCO, Taos, and Birkenstock-qualify for return. Unopened foot care accessories, orthotics in sealed packaging, and unworn apparel items with original tags are also eligible.
Conditions for Accepted Returns
The Walking Company inspects every returned pair of shoes at their central warehouse. To make sure your return is accepted:
- Indoor Testing Only: You must only test shoes indoors on clean, carpeted surfaces. Shoes with dirt, pebbles, street grime, or scuffed soles will be rejected.
- Shoe Box Preservation: The original manufacturer shoe box is part of the product. You must place the branded shoe box inside an outer cardboard shipping box. Writing on, taping, or sticking a shipping label directly onto the manufacturer's shoe box will automatically void your return or trigger a denial.
How to Return Items to The Walking Company
Returning an item does not have to be difficult if you follow the right steps. The Walking Company primarily processes returns through its mail-in portal.
In-Store Returns
If you live near an operating retail store, you may be able to complete an in-store return.
- Call your local store ahead of time to confirm they accept drop-offs for orders placed online.
- Bring your unworn footwear in its original manufacturer shoe box.
- Bring your order confirmation email or packing slip as proof of purchase.
- Bring a valid photo ID and the credit or debit card used for the original purchase.
If your local store has closed, you must use the online mail-in process instead.
Online Return Process
To start an online return, head to the official returns portal on thewalkingcompany.com or walkingco.com.
### How to Return Items to The Walking Company Online
1. Visit the official Walking Company returns portal.
2. Enter your **Order Number** and your billing zip code or email address.
3. Select the footwear or accessory you want to send back.
4. Choose your return reason from the drop-down menu.
5. Select whether you want an **Exchange** (Free) or a **Refund** ($10 fee deducted).
6. Generate and print your prepaid return shipping label.
7. Pack your items securely and drop the package off with the designated carrier.
Mail-In Return Process (Packaging Guidelines)
Because shoe boxes can easily crush in transit, The Walking Company has strict packaging rules:
- Place the unworn shoes, original tissue paper, and all inserts back inside the branded shoe box.
- Put the branded shoe box inside a sturdy cardboard shipping carton (you can reuse the outer brown box your order arrived in).
- Do not apply tape or shipping labels directly to the manufacturer's shoe box.
- Tape the outer carton securely shut with packing tape.
Return Label Instructions
Once generated in the portal, your prepaid label will be routed through either USPS or UPS. Print the label on standard paper or a sticker sheet, and affix it flat to the outside of your outer shipping carton. Make sure to cover or remove any older tracking barcodes. When dropping the package off, always request a physical drop-off receipt from the clerk. This receipt serves as your proof of mailing if the package is delayed or lost.
Refund Methods & Processing Time
Refund Methods
When your return is accepted, The Walking Company issues refunds to your original refund method. This includes credit cards, debit cards, PayPal, or buy-now-pay-later services like Klarna or Afterpay.
If you prefer, you can also select store credit in the portal. Store credit is issued as a digital gift card code via email and often clears faster than banking transactions.
Refund Timeline
Getting your money back involves three separate stages:
- Transit Time: It usually takes 5 to 10 business days for the carrier to deliver your package to The Walking Company's fulfillment center.
- Warehouse Inspection: Once delivered, staff inspect the condition of the shoes. This processing time takes 3 to 5 business days.
- Banking Settlement: After the refund is approved, your financial institution typically takes 2 to 7 business days to post the credit to your statement.
In total, expect the entire refund journey to take 7 to 14 business days from the day you hand the box to the carrier.
When Refunds May Be Denied
The Walking Company will deny your return and ship the item back to you at your expense under these circumstances:
- The outsoles show outdoor dirt, asphalt marks, scuffs, or stuck debris.
- The leather or fabric upper has deep creases from extended wear.
- Animal hair, strong odors, or foot impressions are found inside the footbed.
- A shipping label was taped directly to the manufacturer's shoe box.
- The package was mailed well past the 30-day window without customer service approval.
The Walking Company Exchange Policy
If you love the style of your shoes but need a different width, half-size, or color, use the walking company exchange policy instead of requesting a refund.
Exchange Time Window
Exchanges must be requested through the online portal within the standard 30-day return window from delivery.
Eligible Items
You can exchange full-price or standard promotional footwear for another size or color of the exact same style, provided the item is in stock. If the replacement size is sold out, you can choose store credit to pick an entirely different pair.
How to Use the "Exchange Hack" to Avoid Fees
The Walking Company charges a $10 fee for mail-in refunds, but exchanges are 100% free. When you choose an exchange in the returns portal, the system automatically waives the return shipping charge.
Your replacement shoes are typically packed and shipped once the carrier scans your return package at drop-off. If you often buy specialized orthopedic shoes, you can compare this with the Kuru return policy to see how other comfort shoe brands handle sizing swaps.
Non-Returnable & Restricted Items
Some items purchased from The Walking Company cannot be sent back under any circumstances. Review these non-returnable items before ordering:
- Final Sale & Clearance: Any shoes marked "Final Sale," "Clearance," or priced with closeout endings (such as prices ending in $.97) cannot be returned or exchanged.
- Worn Footwear: Any shoes with signs of outdoor use, soiled outsoles, or creased uppers.
- Opened Socks and Hosiery: Due to strict hygiene laws, socks and compression sleeves that have been removed from packaging or tried on are final sale.
- Opened Orthotics and Inserts: Custom or over-the-counter orthotics that have been opened or trimmed cannot be returned. If you regularly buy inserts, you can read our guide on the Superfeet return policy for trimmed insoles to learn which brands accept modified insoles.
- Shoe Care Products: Opened or used waterproof sprays, leather conditioners, polishes, and cleaning brushes.
- Gift Cards: Physical and digital gift cards cannot be refunded or redeemed for cash unless required by state law.
Fees, Deductions & Exceptions
Understanding the cost structure of the walking company refund policy helps prevent surprises on your bank statement.
Restocking Fees
The Walking Company does not charge a percentage-based restocking fee. As long as the footwear is returned in new condition with its original box, you will not be charged a restocking penalty.
Return Shipping Deductions
If you use the portal-generated prepaid shipping label to return an item for a refund, a flat $10.00 fee will be deducted from your total refund amount. Furthermore, any original shipping fees you paid on your initial order are non-refundable.
Situations With Zero Fees
You will never have to pay the $10 shipping fee if:
- You process an even exchange for an alternate size or color.
- You received a damaged, defective, or incorrect item and reported it to customer support within 5 to 7 business days of delivery.
Holiday & Extended Return Policies
Shoppers buying gifts during the holidays get extra time to make returns.
Extended Holiday Deadlines
The Walking Company offers a seasonal holiday return policy. Any qualifying purchases made between November 1 and December 25 can be returned or exchanged through January 31, 2026.
All standard eligibility rules still apply to holiday gifts. Items must be completely unworn, clean, and packed inside their original, undamaged manufacturer box. Keep your gift receipt or order confirmation email handy so the recipient can exchange sizes without trouble.
Customer Support & Contact Information
If you run into an issue with a damaged package, a defective sole, or an exchange that is out of stock, reach out to The Walking Company's customer care team.
- Toll-Free Phone: 1-800-642-9265
-
Online Contact Form: Available through the "Contact Us" link on
thewalkingcompany.comorwalkingco.com. - Hours of Operation: Monday through Friday, 9:00 AM – 5:00 PM EST.
- Self-Service Portal: Available 24/7 online for generating labels and checking return status.
Tips for Faster Support
Before calling or messaging, have your order number, billing zip code, and shoe style name ready. If your shoes arrived with a manufacturer defect or a crushed box, snap clear photos right away. Sharing these photos with customer support helps get your return approved and waives any shipping fees quickly. For broader comparisons on over-the-counter foot relief, you can also review the Dr. Scholl's return policy guide.
Frequently Asked Questions
Can I return shoes to The Walking Company without the original box?
No. The Walking Company requires all shoes to be returned in their original, undamaged manufacturer shoe box. If you send back shoes in a generic box or without the brand packaging, your return will be rejected and sent back to you.
What happens if I tape the shipping label directly to the shoe box?
Taping a shipping label directly onto the manufacturer's shoe box damages the packaging. The Walking Company treats this as damaged merchandise. Your return may be denied or hit with a repackaging fee. Always place the shoe box inside an outer cardboard shipping carton.
How much does The Walking Company charge for returns?
The Walking Company charges a flat $10.00 return shipping fee if you use their prepaid label for a refund. However, if you choose an even exchange for another size or color, return shipping is completely free.
Can I return shoes if I wore them outside for one day?
No. Shoes must be in brand-new, unworn condition. Even a brief walk outside leaves marks, dirt, or microscopic scuffs on the tread that warehouse inspectors will catch. Only try your shoes on indoors on clean carpet.
What if I received a defective or damaged pair of shoes?
If your footwear arrives damaged or has a manufacturing defect, contact customer service within 5 to 7 business days of delivery. They will provide a prepaid return label and waive the $10 return shipping fee so you can get a free replacement or full refund.
How long does a Walking Company refund take?
From the day you ship your package, expect the process to take 7 to 14 business days. This includes 5 to 10 days for transit, 3 to 5 days for warehouse inspection, and 2 to 7 days for your bank to post the funds.
Can I return a gift from The Walking Company for cash?
No. Refunds can only be credited back to the original payment method used to purchase the gift. However, gift recipients can use the order number to exchange the item for a different size or opt for store credit.
How do I avoid the $10 return shipping fee?
The easiest way to avoid the $10 fee is to select an exchange instead of a refund in the online returns portal. You can swap your pair for a different size or color of the same style at zero extra cost.
Can I return items without a receipt?
For online orders, your order number serves as your receipt. When dealing with no-receipt returns for in-store purchases, approval is at the store manager's discretion and may be limited to an even exchange or store credit for the item's lowest recent selling price.
Does The Walking Company offer price adjustments?
The Walking Company generally does not offer post-purchase price adjustments if an item you bought goes on sale later. You would have to return the unworn item (paying the $10 return fee) and purchase the sale item separately.
Conclusion
Returning footwear does not have to be a headache as long as you plan ahead. Remember the golden rules of walking company returns: test your shoes exclusively indoors on clean carpet, keep the branded shoe box pristine, and always pack it inside a separate shipping carton. If you simply need a different fit, take advantage of free exchanges to sidestep the $10 return shipping fee.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official The Walking Company website or with your local store. Information verified 2026.
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