FiveFingers Warranty, Returns and Exchanges

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Warranty Policy

Vibram USA will replace any item determined, at its sole discretion, to be defective within 90 days of the original date of purchase. Our 90 day warranty is only valid when the defective item is accompanied by a proof of purchase from an Authorized Vibram FiveFingers Dealer.

If your FiveFingers are found to have a material or manufacturing flaw, Vibram USA will replace your shoes with a new pair of the item returned. While we are able to provide replacements in alternate sizes, we are not able to replace defective items with a different model than the item returned. Please note that our warranty does not cover damage caused by misuse, user error, or excessive wear and tear. Any modifications or alterations made to the design of the shoe will void your warranty.

All FiveFingers returned for warranty replacement must be accompanied by a completed copy of our Return Form and a dated receipt or proof of purchase.

If your order was placed on our website:
Your Return Form is located on the back of your packing list and your packing list will serve as your proof of purchase. If you no longer have your packing list and Return Form you may contact us to obtain another copy.

If your FiveFingers were purchased from another website or retail location:
Warranty claims will only be accepted for items purchased from one of our authorized retailers and must be accompanied by a receipt or proof of purchase. If your FiveFingers were not purchased from our website, we are not able to accept returns for size, fit, or style reasons. Please contact us to obtain a copy of our Return Form.

Warranty claims will not be processed without a Return Form and proof of purchase. All warranty replacement orders ship for free via UPS Ground (addresses within the continental US) or USPS Priority Mail (APOs, FPOS, PO boxes, Alaska, Hawaii, Puerto Rico, Guam, the Virgin Islands, and Canada). We do not ship to locations outside of the US or Canada.

Warranty replacements orders, once processed, may not be exchanged or returned for a refund.

Vibram USA reserves the right to deny any warranty claim.

 

Returning Your Order - Placed on www.vibramfivefingers.com

If we’ve made an error in processing your order, please call us at (978) 318-0000 prior to making a return.

Vibram USA will accept returns of FiveFingers purchased on our website within 90 days of the original date purchase. Please try on your FiveFingers on a clean, carpeted surface prior to using them for the first time to ensure that you’re happy with the fit and have purchased the correct model and size. Items returned for refund or exchange must be in new and resellable condition with all original packaging and brochures intact. No refunds on discounted items.

Exchanges
We are able to process model and size exchanges for 90 days after the date of purchase. If you would like to exchange for a different model, we will charge any difference in price between the item you are returning and the item you are requesting to the card that was used to make your original purchase. We are only able to process exchanges for items currently available for sale on our website. If an item is labeled as “available only from authorized retailers” on our website, it is not an exchange option at this time. Items returned for exchange must be in new and resellable condition.

All exchange orders ship for free via UPS Ground (addresses within the continental US) or USPS Priority Mail (APOs, FPOs, PO boxes, Alaska, Hawaii, Puerto Rico, Guam, the Virgin Islands, and Canada). We do not ship to locations outside of the US/US territories or Canada.

Refunds
If you are returning your purchase for a refund, your refund will be issued in the same form of payment used to place your order. Shipping charges are not refundable. Refunds for credit card purchases may only be issued for 90 days after the date of purchase. Items returned for refund after 90 days will be denied or issued a store credit at Vibram USA’s discretion. Items returned for refund must be in new and resellable condition. No refunds on discounted items.

Making a Return
A Return Form is included on the back of your packing list. To make a return, please complete this form and ship your shoes to the warehouse address provided. If you no longer have your packing list, please contact us to obtain another copy of our Return Form.

Shipping Your Return
Return shipping costs for non-warranty issues are your responsibility. We recommend that you use a shipping service that provides tracking information and insurance (such as Fedex or UPS Ground or USPS Priority Mail with delivery confirmation) as we are not responsible for returns lost in transit.

After You’ve Sent Your Return
Once your FiveFingers are delivered to our warehouse, please allow between 7 and 10 business days from the date of delivery for inspection and processing of your refund or exchange. Once this is completed, we’ll send an e-mail to the e-mail address you provided on your return form notifying you that your return has been processed.

Returns FAQs

I have returned my shoes. What happens next?
I sent my return in a while ago. What’s the status?
I would like to make an exchange for a more expensive model.
I would like to make an exchange for a less expensive model.
I bought my shoes from an authorized retailer; can I return it to you for a refund or store credit?
I bought my shoes from an authorized retailer but they are unable to assist me with an exchange. Can I return my shoes to you?
I would like to make an exchange but the item I want is listed as out of stock on your website.
I have requested a refund and received notification that it has been issued but I still don’t see it on my bank statement.
I need to return my shoes. Do I need to pay to ship them back to you?

I have returned my shoes. What happens next?
Once your return has been delivered to our warehouse, the returns team there inspects your shoes. When this process is completed, your returns paperwork is sent over to our corporate office where your refund or exchange is processed. After this is done, an e-mail notification is sent to the e-mail address you provided when completing your return form. This entire process typically takes between 7 and 10 business days (not including transit time, weekends, holidays, or delays caused by weather).

I sent my return in a while ago. What’s the status?
Before contacting the returns department, please track your return shipment. Once your shoes are received at our warehouse, it takes 7 to 10 business days for us to inspect your return and process your refund or exchange. If it has been more than 10 business days since delivery of your return, please contact us with: your original order number beginning in WEB, the item you returned, tracking information for your return shipment, and the return action you are requesting.

I would like to make an exchange for a more expensive model.
The credit card you used to make your original purchase on our website will be charged an Upgrade Fee (the price difference between the model you are requesting in exchange and the model you returned). If we are unable to charge the credit card we have on file for you, a member of our returns team will contact you via phone.

I would like to make an exchange for a less expensive model.
If you purchased your shoes from our website, your credit for the price difference between models will be issued to you in the form of a store credit good for use on a future purchase. If you purchased your shoes from one of our retailers, we are unable to issue this credit.

I bought my shoes from an authorized retailer; can I return it to you for a refund or store credit?
No, we are only able to issue refunds and store credits for non-discounted items purchased from our website: www.vibramfivefingers.com. Please return your shoes directly to the store where they were purchased.

I bought my shoes from an authorized retailer but they are unable to assist me with an exchange. Can I return my shoes to you?
No. If your FiveFingers were not purchased from our website (www.vibramfivefingers.com) we are not able to accept returns for size, fit, or style reasons.

I would like to make an exchange but the item I want is listed as out of stock on your website.
If the item you would like is out of stock, we will place it on backorder for you and it will ship out as soon as it is available. Items are typically on backorder for 1 to 2 weeks.

I have requested a refund and received notification that it has been issued but I still don’t see it on my bank statement.
A credit will post you your credit card account approximately two days after the day that we process your refund, however, it may take up to two billing cycles for the credit to appear on your monthly billing statement.

I need to return my shoes. Do I need to pay to ship them back to you?
Yes, return shipping costs are your responsibility. We recommend that you use a shipping service that provides tracking information and insurance (such as Fedex or UPS Ground or USPS Priority Mail with delivery confirmation) as we are not responsible for returns lost in transit.

Vibram FiveFingers - Warranty, returns and exchanges
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