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How Can We Help?

You've got questions, we've got answers!

We are available Monday through Friday 9 am-5 pm PST via email, phone, and chat.

Returns and Exchanges

What is your return and exchange policy?

We want you to love your Birdies. If you're not completely satisfied with your shoes, we will accept a return or exchange within 30 days* of the purchase date, no questions asked! That's right—wear your Birdies around the house and even take them for a walk outside to make sure the fit and comfort are just right. If something feels off, shipping's on us for returns and exchanges in the US. You can begin your return or exchange by visiting our Returns Center.

Once you receive a shipping label or Happy Returns barcode, follow the instructions in your return confirmation email to send your Birdies back to us within 14 days of initiating your return. We will issue a refund to the original form of payment soon after we receive your Birdies. Please be sure to return all items received in your order, including the shoe box and dust bag, if applicable.

Birdies offers two methods of exchanging for your convenience. You can read more about these options in ‘What is a Standard Exchange?’ and ‘What is an Instant Exchange?'

Birdies will consider a late return if the product is unworn and available on our site. You may contact our expert support team to request an exception for your late return. Any exceptions to this policy are made at our team’s discretion and photos may be required to proceed.

*A refund will not be processed if the returned shoes show signs of heavy wear.

Please note that the 30-day fit guarantee does not apply to items marked as final sale. Final sale products, including all customized Birdies, are not eligible for return. Customized Birdies are final sale due to their personalized nature, and we cannot offer returns or exchanges unless there is a product defect.

If you are experiencing issues with your final sale or customized Birdies, please contact our support team for assistance with defective/ damaged shoes, incorrect color/ size, pain or discomfort due to fit, and incorrect or unacceptable customization results. Please note that all exceptions to this policy are granted at the discretion of our support team.


What is a Standard Exchange?

For standard exchanges, your new order will be processed 1-3 days after your return has been received by the carrier. You will have 14 days from the time of submission to drop off your Birdies. Return your birdies within 14 days of receiving your confirmation.

Keep an eye out for a confirmation email including your new order number and tracking information. Please note that selecting a standard exchange does not hold inventory– sending back your return ASAP will help ensure you get the size you want if we are low in inventory!


What is an Instant Exchange?

Looking to get the right fit sooner? In our portal, you can choose between a regular exchange or an ‘instant exchange.’ A temporary charge will be placed on your card for the price of the returned item(s) in order for us to process the exchange instantly! This ensures you receive your desired Birdies in case they become unavailable.

You will have 14 days to return your items before the temporary hold becomes a permanent charge. If your returned Birdies are confirmed in transit before the 14 day window ends, you will not be charged. If you decide you’d like to keep the original item, the charge will remain permanent unless it is returned.  Contact our support team if you have any questions!


What is Happy Returns?

Happy Returns is a simpler, more sustainable way for you to return or exchange your Birdies. Simply initiate your return via our Returns Center and opt to drop your Birdies off at one of Happy Returns’ 5,000+ Return Bars across the United States. Click here to locate the Return Bar nearest to you.

Please note: Happy Returns may not always be an available option for your return. If you do not see the Happy Returns option as you initiate your return via our Returns Center, we will provide instructions on how to print the return label and drop your Birdies off to the logistics carrier.

If you do choose to return via Happy Returns, you will receive an email with a QR code that you will then show at your local Return Bar. Without a QR code, they will not be able to accept your return, so please be sure to initiate the return online and get a QR code before heading to a Return Bar. If you cannot locate the email, please contact our support team for further assistance. Once your return is accepted, your refund, store credit, or exchange will be processed within 24 hours.

Please be sure to return all items received in your order, including the shoe box and dust bag, if applicable.


Can I return my online purchase at the Birdies store?

Yes! Please have your order number and email address handy when you stop by.


Can I return or exchange my gifted Birdies?

Absolutely– you may exchange your gifted Birdies for a new pair or return them for a store credit that never expires!  


What happens if the item I want to exchange for is sold out?

What a bummer! No worries– a refund will be issued to the original form of payment in the event that the requested item for exchange is out of stock. Contact our support team if you’d instead like to exchange for something else! 


I purchased a pair of customized Birdies, can I return or exchange them?

These custom orders are final sale and cannot be returned or exchanged as they are made specially for you! Of course, if there is a defect or other issue with your customer order, please contact our support team for assistance.


How do I return from international regions?

Canada:

We offer returns on all eligible items within 30 days from the date of purchase. To cover international shipping and handling fees, a $20 flat rate will be deducted from the refund amount and a Canada Post return shipping label will be provided via email. Canadian orders are not eligible for exchanges in the returns center, but you may begin your return here

If you would like to reclaim the duties paid, please download this FORM from the Canada Border Services Agency (CBSA). To complete the form, you will need 2 pieces of supporting documentation to be refunded by CBSA:

  1. Your order refund confirmation receipt from Birdies which will be emailed to you once the refund has been issued. 
  2. The import details report that shows how much was paid in duties and taxes. To get this report, please email our international shipping carrier with your Passport Tracking # in the subject line to returns@passportshipping.com and they will reply with the necessary document.

You will only be able to submit for a refund of your duties and taxes once the refund for your order has been issued by Birdies. Submitting this form and documentation pertains to receiving a refund on your duties and taxes from the CBSA, not the non-refundable shipping cost charged by Birdies.

If you need further assistance filing to reclaim your duties and taxes, please reach out to returns@passportshipping.com.

Australia:

We offer returns on all items within 30 days from the date of purchase. However, we do not currently provide a return shipping label for orders from the UK or Australia. You are responsible for shipping your return to Birdies, at your own cost. Shipping fees, duties and taxes are non-refundable. At this time, we do not offer exchanges on international orders.

Please contact our support team for the return address and further instructions!


Shipping


Does Birdies ship to my area?


Birdies offers shipping to the following regions: 

United States– free, priority, and expedited shipping available! 

U.S. Territories and Military/ Diplomatic Addresses– a $25 shipping/ handling fee will be charged at checkout.

Canada and the United Kingdom– a $10 shipping/ handling fee + international duties* will be charged at checkout.

Australia– a $20 shipping/ handling fee + international duties* will be charged at checkout. 

Don’t see your country of residence on the list? Let us know that you’d like a shipping option for your area by contacting our support team.

*International importation taxes are charged at the discretion of the country in which the product is entering. This saves you the hassle of completing a complicated customs payment process that could delay your delivery. And we definitely don’t want that! Birdies does not calculate these taxes, nor are we able to refund importation taxes. 


What shipping options do I have? 

For orders $85 and above:

* FREE U.S. ground shipping: expect your Birdies within 5-8
business days.

* Priority U.S. shipping: expect your Birdies within
3-5  business days. A $5 fee will apply. Priority shipping is only
available for orders $85 and up.

* Expedited U.S. Shipping: expect your Birdies within 2 to
3 business days. A $25 fee will apply.

 

For orders less than $85:

• U.S. ground shipping: expect your Birdies within 5-8
business days. A $5 fee will apply.

• Expedited U.S. Shipping: expect your Birdies within 2 to
3 business days. A $25 fee will apply.

 

For orders outside the US:

U.S. Territory Shipping: For $25, you can have Birdies
shipped to the following U.S. Territories: American Samoa, Micronesia, Guam,
Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, and the U.S. Virgin Islands. 

Please note that all shipping windows are an estimate and transit time is dependent on the carrier. Transit time does not include processing time for your order which typically adds an additional business day, but can be longer. 



*Shipping to Hawaii and Alaska can take an additional 8 business days based on
geographic limitations.



** The regional shipping fee is a flat fee of $10 for Canada and the United
Kingdom and $20 for Australia.


Does Birdies offer ‘buy online, pick up in store?’

Yes, if a product is available for pick-up at our San Francisco store location you will see the option to select ‘Pick Up’ as a delivery option at checkout. Orders are typically ready to be picked up 4 business hours after an order has been placed.


How can I track my order?

We will email you a shipping confirmation with your tracking link as soon as your order has left our facility! The carrier tracking page may not always update in real time to reflect that your package has shipped, but rest assured that your package is making its way to you! 

Pro tip: allow one business day from your order’s ship date to check for estimated arrival window and other tracking information to populate.

If your order appears to be delayed beyond the delivery window provided, please contact our support team for assistance.


What is Green Shipping Protection?


We partner with Corso to offer Green Shipping Protection at checkout (for a dynamic fee based on cart value before tax and shipping). When Green Shipping Protection is purchased, 100% of the last-mile carbon emissions associated with shipping your order will be offset. With Green Shipping Protection added to your order, your Birdies are covered in the event they are lost, stolen, or damaged while in route. 


Green Shipping Protection is only valid on orders under $600 USD.


Birdies is exempt of liability if the customer opts out of Green Shipping Protection. 


For full terms and conditions, please visit the Corso Terms and Conditions page.


If you purchased Green Shipping Protection and your Birdies were lost, stolen, or damaged while en route, please contact our friendly Corso team at support@corso.com or submit a request at reorder.corso.com



Fit and Sizing

What is the 30-day fit guarantee?

At Birdies, we’re committed to comfort so we guarantee the fit of your Birdies. You can even wear your Birdies around the house and take them for a walk outside to make sure the fit and comfort are just right.* If something feels off, shipping's on us for returns and exchanges in the US within 30 days of the purchase date, no questions asked. 100% happiness. Zero risk. What’s not to like about that?

The 30-day fit guarantee does not apply to items marked as final sale. Final sale products, including all customized Birdies, are not eligible for return. Customized Birdies are final sale due to their personalized nature, and we cannot offer returns or exchanges unless there is a product defect.

If you are experiencing issues with your final sale or customized Birdies, please contact our support team for assistance with defective/ damaged shoes, incorrect color/ size, pain/discomfort due to fit, and incorrect/unacceptable customization results. Please note that all exceptions to this are granted at the discretion of our support team.

*A refund will not be processed if the returned shoes show signs of heavy wear. 


What size should I order?

Birdies are available in whole and half sizes from 5-12*, excluding 11.5.  Birdies also offers certain silhouettes in wide sizing as well!

Most of our styles fit true to size. Birdies should fit snugly at first and will stretch and mold to your foot’s unique shape. Look for detailed sizing notes in the product description for each pair of Birdies when browsing on the website, or you can visit our detailed Size Guide page for detailed information by style. We suggest reviewing the notes for the Birdies you are ordering to get the right size!

Birdies can also work for wide and narrow feet:

Our Starling comes in a wide width in these colors! Don’t see the color you like? Going up a half-size in our standard width shoes can add the extra wiggle room needed for maximum comfort and style!

Alternatively, those with narrow feet are encouraged to try a half size down for a secure and comfortable fit.

Still unsure? Our 30 day fit guarantee allows you to try Birdies risk free! Reach out to our expert customer support team for guidance on sizing or to request a size!

*Select styles are made available in size 11.5 & 13.


Do birdies have arch support?

Yes, Birdies have many features including a heel cookie that contribute to overall comfort and support. Birdies do not replace the function of orthotic devices. 

Some Birdies do come with removable insoles, and you can swap in your orthotics if necessary! We suggest going up a half size for extra room if you plan to incorporate orthotic support. 


Will my birdies stretch?

Yes, Birdies will stretch and mold to your foot after just a few wears. If your Birdies feel snug at first, you can expect them to loosen up a bit. 

However, if there is any pinching or extreme discomfort, we recommend trying the next half size up! 



Customer Care

HOW CAN I CONTACT A BIRDIES REPRESENTATIVE?

Birdies live support team is available Monday through Friday 8:30 am-4:30 pm PST. Some inquiries may be answered outside of these hours by artificial intelligence.*

email: help@birdies.com

live chat: select the chat icon in the bottom right corner of our website!

phone: 650-800-6059

*If you’d like to ensure contact with a live team member, we suggest calling or texting us during our business hours!


I forgot to add my discount at checkout, what do I do?

No problem! Contact our support team with your discount code and we will retroactively apply it to your order.

Please note that discount codes cannot be combined with any other discounts or sales unless otherwise stated in the terms and conditions.


Where can I buy Birdies?

Along with our website, we have a brick-and-mortar store located at 1934 Union Street | San Francisco, CA.

We are also in select Nordstrom stores across the country as well as Nordstrom.com. For the list of Nordstrom stores, see below:

Roseville Galleria | Roseville, CA

Garden State Plaza | Paramus, NJ

The Plaza | King of Prussia, PA

Dallas Galleria | Dallas, TX

Tyson’s Square DC | McLean, VA


Can I make adjustments to my order after it has been placed?

Sometimes, yes. Once your order is placed, we work super hard to get it to you as quickly as possible with the details provided at checkout. The status of your order will determine what changes we are able to make.

Prior to your order being processed for shipping, we will do our best to accommodate requests to change the shipping address. We recommend calling or texting us for the fastest service as this is time sensitive!

If your order has already shipped and is in transit, we cannot make changes to the address or the contents of your order. If your order has shipped to an incorrect address, we encourage you to reach out to our support team and we may be able to help! Please note that Birdies is not responsible for the package once it has shipped.


WHAT IS YOUR ACCESSIBILITY STATEMENT?

We strive to make our site accessible to everyone - you can find our Accessibility Statement here.


HOW CAN I GIVE YOU FEEDBACK?

We would love to hear from you! Please reach out to us at feedback@birdies.com.


Product Features

How do you clean your birdies?

We recommend sprinkling the inside with baking soda when they get a bit dirty. It will absorb and freshen them up a bit, and you can dump out any excess baking soda that does not absorb. As for the outside, we recommend using a soft bristled brush to wipe away any dirt or spots, but do keep your Birdies away from water.

Details on caring for specific materials can be found below:

Leather Shoes

Velvet Shoes

Suede Shoes


THE PAIR I WANT IS SOLD-OUT, WHAT CAN I DO?

We're sorry about that! Our seasonal colors are typically created in small batches, and once they're sold-out, we typically don't bring them back.

However, there is a small chance that a few more pairs will trickle into inventory. To be notified of your desired style and size coming back in stock, be sure to join the waitlist when you select your size online to ensure that you're the first to know once they are available again.

You can also reach out to our San Francisco store by calling (415) 263-9668 to see if they have your desired Birdies in stock.

We release new colors many times a year, so hopefully, you can find a pair of Birdies that fit your style!


Are birdies insoles removable?

The insoles in our washable Swift Sneakers, Cardinal Sneakers, Roadrunner Sneakers, and Falcon Booties are removable. Insoles in other Birdies styles are not currently removable or interchangeable.


Are birdies waterproof?

Although our Falcon Booties are water resistant, it is strongly recommended that you keep all Birdies away from water! The delicate textiles and fabrics used to craft your Birdies could become damaged if they make contact with excessive moisture, and we definitely don’t want that. Keep your Birdies safely stashed away on rainy days!


Are birdies vegan?

Birdies offers multiple vegan options, which can be found here. When browsing our products, look out for a leaf icon which indicates if a shoe is vegan.


Promotions and Discount Codes

What are the terms and conditions of Birdies Discounts?

Promotions are special offers we make to all our customers. They are valid for select merchandise, while supplies last, and for a limited time only. All marked down, final sale, and customization add-ons are excluded unless otherwise specified on the promotions page. Birdies promotions may not be combined with any other discounts or promotions.

Birdies shall determine the order of applying the discounts and promotions at our sole discretion. 

Discount codes are not eligible on any sale items. 

No price adjustments will be made to prior sales.

Coupons may not be redeemed for cash or transferred in any way.

Purchases made with a coupon or a promotion code are not eligible for a price adjustment.

Not valid toward purchases of gift cards.

Birdies reserves the right to change or cancel promotions at any time.

Violation of any of the terms and conditions may result in deactivation of the coupon or promotion.

Void where prohibited by law.

Promotions end at 11:59PM Pacific Standard Time.

All prices at birdies.com are in U.S. dollars.

Discount codes are a one time use and cannot be used again.



What are your current promotions?

Along with discounts for first time customers and seasonal promos, we also offer the following discount year round:



Refer A Friend Program



For details about our seasonal promos, visit our promotions page.


Does Birdies offer any bulk discounts?

Yes! Birdies’ group gifting program is perfect for bridal parties, corporate gifting, or building your unique Birdies collection! We offer 20% off for orders containing 4 or more pairs. Contact our support team for your exclusive discount code!


Do discount codes apply on all products?

Our discount codes apply on all regular priced product. All sale and final items are excluded unless specified on the Birdies Discount & Promotions page.


Is there a discount code I could use for large orders?

Yes, we are happy to announce our Group Gifting program! We offer 20% off if you purchase four or more styles. Email us at help@birdies.com for your exclusive discount code! 


Monogramming

Do you offer customization?


We offer monogramming via our website on The Phoebe in Cream Faux Fur and Black Faux Fur and our best selling Starling in Black Velvet in three font options and three thread color options. Monogramming incurs an additional $35 charge at checkout.

Note: due to the personalized nature of these products, all monogrammed shoes are final sale, and are not eligible for returns or exchanges. If you are unsure about sizing, please reach out to our support team to assist you prior to placing your order.


I want to order customized Birdies, but I am not sure of my size.


Please expect a 3 week lead time for us to work on your monogrammed shoes to get them just right.

That’s okay– we suggest taking advantage of our 30-day fit guarantee and order the style you’d like to be customized without the customizations. Try on the sizes risk free and return them within 30 days of purchase. Once you’ve determined your size, you can place your order again with your customizations here. If you have any questions or would like any guidance on sizing, you can also contact our support team



What order should the letters in my monogram go in? 

If you select our Block Font style: we recommend either putting your first initial on both shoes or your first initial on the right shoe and last initial on the left shoe.

If you select our Monogram Font style: we recommend following the cadence of a traditional monogram with first initial, last initial, then middle initial. 


How do I edit my customizations?

If you’ve already input your initials and added your monogrammed product to your cart and need to make a change, go ahead and remove the item from your cart and restart the process.

Please be sure to double check your initials before placing an order, as they cannot be changed once an order has been placed. 


What do I do if my order with customizations is incorrect?

Oh no! Mistakes can happen, but we are committed to finding a resolution. Simply contact our support team with photos of your Birdies and we’ll take things from there!


When can I expect my customized Birdies to arrive?

Customized Birdies can take up to 3 weeks to process– we want to ensure that every single thread is in place before they leave the nest! You’ll receive an email with your tracking number* as soon as they’re prepared for flight!

*Priority and expedited shipping will not shorten the 3 week processing time. Any shipping upgrades will reduce the transit time once your customized Birdies are in transit to you.


Payments

I referred my friend, when do I get my credit?

Once your friend uses the referral code, it can take up to 24 hours for our system to issue your code. If you do not receive it within this timeframe, please reach out to us at help@birdies.com.


Does birdies offer a digital gift card?

Yes. Our Digital Gift Card arrives to the recipient via email, either instantly or on the date selected by the gift giver at time of purchase. The Digital Gift Card is redeemable both online at birdies.com and in-store. All Gift Cards purchased are final sale.


Does birdies collect sales tax?

We are required to charge sales tax in certain states. Birdies charges all applicable sales taxes based on an order's shipping address.


When will my card be charged?

Your card will be charged when you place your order.


Is it safe to use my credit card on your website?

Yes, Birdies is Payment Card Industry Data Security Standard (PCI DSS) compliant - the security standard for organizations that handle credit and debit card information. We use state-of-the-art technology to help protect your credit card when you shop our site. We are committed to providing you with a safe shopping environment.


Which forms of payment do you accept?

We accept American Express, Visa, Mastercard, Discover, and PayPal, Affirm, and Shop Pay.

We no longer accept Catch as a payment method. Please read here for additional information if you have existing Catch credits.


Press

Where should I direct press inquiries?

Please email us at press@birdies.com