Frequently Asked Questions
Customer Service > FAQs
Why won't my offer code work?
Where is my order? Who will be delivering it?
What should I do if the shoe I want isn't available online?
I signed up for Rewards in a store—how do I set my account up online?
How do I use my Wish List?
I can't find the item I'm looking for. How do I search for it?
Why won't my item add to my shopping bag?
How do I receive free shipping?
What is my DSW Rewards points balance?
Why don't I receive DSW Rewards points when I buy a gift card?
Why are there different checkout options?
Why isn't my browser working with your site?
Does my computer need to accept cookies to shop on dsw.com?
Why am I seeing a "404" or "500" error when I attempt to access certain pages?
How do I return merchandise purchased from a DSW Canada store or online at www.dswcanada.ca?
Why am I being told to use another payment type when I use PayPal?
Why is my PayPal transaction failing?
What do "Compare At" and "You Save" mean?
Questions about the DSW Rewards Program? Get more information
Some of our offer codes are available for in store and online use, while others are only valid for one or the other. (Be sure to check the offer details to verify all redemption info.)
Some of our offer codes aren't able to be shared—they're intended for specific customers only. Because of this, all offer codes may not work for all customers.
Most of the time, you're required to be logged in to your dsw.com account to redeem offer codes or Rewards certificates. So, please log in before or during checkout.
Did you sign up for a DSW Rewards membership at a store? Make sure that your Rewards membership number is linked to your dsw.com account. Have your Rewards number from your enrollment form handy and link your information.
Keep in mind that you can use offer codes and Rewards certificate codes on the same order, but you’re limited to 3 codes total per order.
Immediately after you place an order, there is a brief period when you cannot check on it. But once it ships, you can follow its progress.
To check the status of your shipped order, track your order here. You will see information about the carrier and expected delivery date.
Please note that it can take extra time for deliveries to reach remote locations and APOs/FPOs. Also, we occasionally delay randomly-selected shipments for extra security verification.
For general information about our shipping policies and rates, go to Shipping & Returns.
Some shoes at dsw.com are also available in stores! If that’s the case, you can search for store availability right from the product page:
That's it! We'll search the universe and tell you the closest store (within 100 miles) you can find your product in.
It's easy to set up your account online (then earn points on all your dsw.com purchase too)!
If you're already a DSW Rewards member, here’s how you create a dsw.com account:
How do I use my Wish List?
If you're a DSW Rewards member, you get your very own DSW Wish List! It's an amazing way to keep track of what you love, save it for later, get updates, and share with friends and family. Here's how it works:
Using Your Wish List
Sharing Your Wish List
Just use the search bar at the top of the page! Enter a brand, style name, or keyword to get started. Then use the filters at the top of the results page to narrow your results and get right to the item you want.
When a size is not shown (or the size box is "grayed out"), it means that size is not available in that shoe. If your browser loads web pages slowly, it may be hard to tell which sizes are being displayed. Make sure you select the right size, width, and color before adding the item to your shopping bag.
Standard shipping is free for DSW Rewards members! Just log in, add at least $35 worth of stuff to your shopping bag, and use offer code SHIPR at checkout! DSW Premier Rewards members get free Next Business Day shipping! Just log in, shop, and select the Next Business Day Shipping option during checkout. (No offer code or minimum purchase!) Standard shipping is FREE for DSW Rewards members! Just log in, add at least $35 worth of products to your shopping bag, and use the free shipping code at checkout!
Get details on these offers here.
Check your balance and get other information about DSW Rewards. Remember, you’ve gotta be logged in!
When you buy a DSW Gift Card or eGift Card, you are converting your money into "store cash" for someone else to spend. If the recipient of the gift is a DSW Rewards member, that person will earn points when redeeming the Card. It's like two gifts in one!
Gift Cards and e-Gift Cards are the only items at DSW that do not earn DSW Rewards points when purchased.
Member Checkout is for DSW Rewards® members. Anyone may use Guest Checkout. Here's how they work:
We generally format our site to work with the latest versions of popular browsers such Internet Explorer, Chrome, Mozilla Firefox, and Safari. For the best experience, you should upgrade to the latest version of your browser.
Still having problems? Just call shoephoria! Center to place your order by phone at 1.866.DSW.SHOES (1.866.379.7463).
We also use a technology known as "clear gifs" which are typically stored in emails to help us confirm your receipt of, and response to, our emails and to provide you a more personalized experience. If you sign up for the online features of our website, cookies may allow us to associate your navigational information with your registration information.
Occasionally, you'll see these errors if your computer's cache is quite full. You can empty your cache for better results.
Errors can pop up for a lot of different reasons. Try clearing your computer's cache—sometimes this clears things up! Other times, it's an error on our end—try again later, or call shoephora! Center at 1.866.DSW.SHOES (1.866.379.7463).
DSW is not able to accept returns or exchanges of merchandise purchased from any DSW Canada store or www.dswcanada.ca. If you need to return or exchange merchandise purchased from a DSW Canada Store or www.dswcanada.ca, please visit www.dswcanada.ca or contact the DSW Canada store where you made your purchase to learn about their return policy.
We may be having issues communicating with PayPal. Try another method of payment.
Log onto PayPal.com and check your account—it's possible that you have insufficient funds or that your credit card has expired.
At DSW, we're passionate about shoes–and how we sell them.
The "COMPARE AT" price refers to the manufacturer's suggested retail price (MSRP).
The "YOU SAVED" price is the money you save by shopping at DSW. It's the difference between what DSW customers pay and the "COMPARE AT" price that is recommended by the manufacturer.