Returns Policy
Welcome to our Returns and Exchanges Policy page. This policy is just for our online shoppers at www.yellowshoes.com. If you made your purchase in-store, no worries—you can return or exchange your items at any of our store locations. Below, we’ve answered some common questions to help make your return process smooth and easy, including how to send items back, the conditions, timelines, and how to make a warranty claim. We're here to help!
Start a return
Return by mail
Return your online orders by mail
Return to a store
All returns made in our stores are free
Frequently Asked Questions
What is the return policy for online purchases?
We gladly accept returns of unworn merchandise within 15 days of receiving your order. All items must be returned in their original box/packaging, undamaged, with the original sales receipt.
Worn items, final sale items, and items reduced by more than 41% are not eligible for return or exchange.
For hygienic reasons, certain products like socks, laces, hats, jewelry, insoles, mittens, scarves, and shoe care products cannot be returned or exchanged.
Shipping & return fees are non-refundable.
How can I return my online purchase?
There are three options to return your online purchase:
Return at a Yellow Store Location:
All store returns are free across Canada.
Refunds are issued in-person to the original method of payment and can only be done in-store. The original receipt and an ID card are required.
Note: Stores cannot process refunds for online orders paid via PayPal or Sezzle. For these, use one of the return-by-mail methods.
Return by Mail with Canada Post:
For online orders only.
A shipping fee will be deducted from your refund: $7.95 for Quebec, $8.95 for other provinces, and $25.00 for Yukon, Northwest Territories, and Nunavut.
To initiate a return, visit our online portal. Enter your order number and email to receive further instructions and a shipping label.
Return by Mail Using Your Own Carrier:
- For online orders only.
Visit our online portal, select "Use the Carrier of Your Choice," and send the package at your expense to:
GROUPE YELLOW INC. RETOURS E-COMM
5680 rue Saint-Dominique
Montréal, Québec
Canada, H2T 1V6
What happens if I return a regular price item purchased during a "Buy One, Get One" event?
If you return a regular price item purchased during a "Buy One, Get One" event, the discount on the second item is forfeited. The second item can be repurchased at its current price or both items can be returned for a full refund.
How do I initiate a warranty claim?
To initiate a warranty claim, contact our Customer Service team directly by phone at 1-844-360-5982 or email at serviceclient@yellow.qc.ca. Warranty claims cannot be processed at our retail locations.
How long does it take to process my refund?
Once your return is checked in at our warehouse, you'll receive an email confirmation. Refunds can take up to 20 business days to appear on your original method of payment.
What should I do if my return package is lost or stolen?
Unfortunately, Groupe Yellow Inc. is not responsible for lost or stolen packages.
Who can I contact if I have more questions?
For any additional questions regarding returns, please contact our toll-free customer service at 1-844-360-5982 or 514-360-5982, or email serviceclient@yellow.qc.ca.
