Returns & Exchanges
For orders placed from November 11, 2024, through December 16, 2024, enjoy extended holiday returns and exchanges until January 15, 2025.
We offer free domestic exchanges of unworn and unused merchandise within 30 days of purchase.
When returning an item for a refund, the item must be unworn and unused and returned within 30 days of purchase. A $6.95 fee will be held from your refund to cover shipping and restocking. You may choose to return an item for store credit at no additional cost.
Please return items in their original packaging. If shoes are returned without their original shoe box or the shoe box is used as the shipping box, a $10 restocking fee per item will be withheld from your refund. You do not need to use the original shipping box to return your order -- another box of appropriate size will work.
Purchases made from our Last Chance Collection are final sale and may not be returned. Please see more info in FAQ below.
Please see Choose What You Pay & Warehouse Sale returns info in FAQ below.
Jewelry may be returned for exchange or store credit only.
Click below to initiate your return or exchange. For international orders, please contact us at support@fortress.shoes.
Returns + Exchanges FAQs
How long will it take to receive my refund?
Once we receive your returned items, your refund will be processed within 2-3 business days. You should see a credit to your original payment method within 10 business days after your refund is processed.
How long will it take to get my exchanged item(s)?
Your exchange order will process once we receive the item(s) you are returning. We offer free ground shipping, so you should receive your new items pretty quickly.
What if I don’t live in the US and need to return / exchange?
We do not offer complimentary international returns at this time. Please email us at support@fortress.shoes to receive further instructions.
What is your Last Chance Collection and can I return a pair purchased from there?
Cool, you scored an excellent deal! Pairs from our Last Chance Collection are styles or colors that will not be produced next season (or maybe ever again), so we are offering them to you at a significant discount and thus, they are final sale. You will find this noted on the product page, in your cart, on your order confirmation and on your order packing slip.
We know buying final sale items can be tricky, so we suggest using our fit guide on each product page, and if you have further questions, reach out to us at support@fortress.shoes. We're happy to answer any fit questions!
If you receive the pair and find they don't work out, you may list them on Fortress Pre-Loved so that they may find a happy home.
What is your Choose What You Pay Sale/Warehouse Sale and can I return an order made from the sale?
Our CWYP/Warehouse Sale includes pairs of your favorite styles that may have minor leather imperfections, or small scuffs and marks from try-ons. While these pairs are new, their imperfections keep them from being sold on our website, so we are offering them to you at a significant discount from their regular retail. You may also find select styles or colors that will be discontinued from our collection in this sale. You may also find styles that we overproduced or will be discontinued.
Each style in our CWYP Sale has three pricing tiers, and based on what you choose to pay, your return and refund options will differ. The low-tier price listed is final sale, the mid-tier price listed may be returned for store credit, and the highest price listed may be returned for a full refund.
This information can be found on the product pages of any product that is included in the sale, and is noted on each item in your cart, at checkout, on your order confirmation and on the packing slip.
If you would like to exchange for store credit, you must return your order within 30 days of the date your order is purchased. You can initiate a return by clicking the button above.
How can I get a gift receipt?
If you placed your order on our site, you can get a gift receipt here: https://fortress.loop.gift/#/gift-receipt
How do I return a gift?
Please click here to initiate a gift return.
What if my items are received damaged or defective?
Please email us immediately at support@fortress.shoes if you receive damaged or defective merchandise. Including photos of the damage will help speed up the process and are much appreciated.
The style I purchased is now on sale. Do you price match?
Bummer! No, sale prices are only eligible for items marked down during sale dates. Orders placed prior to the sale are not eligible for price-matching.
Want to talk to us?
Our helpful team is readily available to answer any questions you may have. Email us at support@fortress.shoes or call us Monday - Friday 11:00 am - 5:00 pm CST at 512-856-4622.