As a discerning shopper and experienced consumer, you recognize the importance of a retailer‘s return policy, especially when it comes to something as personal and fit-dependent as shoes. Leading department store Kohl‘s stands out from the pack with one of the most generous and customer-friendly shoe return policies in the business.
In this in-depth guide, we‘ll walk you through everything you need to know about returning shoes to Kohl‘s, from the basic tenets of the policy to insider tips for a seamless return. We‘ll also take a closer look at how Kohl‘s shoe return policy stacks up against competitors, examine the fascinating psychology behind shoe returns, and analyze the impact of this policy on Kohl‘s bottom line.
By the end, you‘ll have a whole new appreciation for Kohl‘s commitment to customer satisfaction and understand why it‘s a go-to destination for savvy shoe shoppers. Let‘s step to it!
The Basics of Kohl‘s Shoe Return Policy
First, let‘s review the essential details of Kohl‘s shoe return policy. Kohl‘s gives customers a full 180 days to return shoes, no questions asked. This is one of the longest return windows in the retail world, with most competitors like Macy‘s and DSW capping it at 60-90 days.
What‘s more, Kohl‘s will take back gently worn shoes within that 6-month timeframe. As long as the shoes aren‘t excessively soiled, damaged, or worn out, Kohl‘s will generally accept the return. Some slight signs of wear, like creasing or scuffs, are perfectly fine.
If you can‘t find your receipt, no worries – Kohl‘s can usually look up your purchase in their system with the original credit card or your loyalty account information. In the event that the purchase can‘t be located, you can still return the shoes without a receipt for store credit equal to the lowest selling price within the past 13 weeks.
Hassle-Free Returns In-Store and By Mail
Have a pair of Nikes or adidas sneakers you bought at Kohl‘s that just aren‘t working out? You can return them at any of Kohl‘s 1,100+ retail locations nationwide – no need to go back to the original store of purchase. Just head to the customer service desk and they‘ll process your return lickety-split.
If your ill-fitting footwear came from an online order at Kohls.com, you have the option of returning them to your local Kohl‘s free of charge or mailing them back using the provided prepaid shipping label.
For mail returns, be sure to fill out the return form and securely pack up the shoes in a sturdy box to avoid damage in transit. Note that Kohl‘s prefers online purchase shoes to be returned in new, unworn condition since they‘ll need to inspect and restock the items at their warehouse. In-store returns allow for more wiggle room on wear.
Refunds are typically processed within 10-14 business days for online returns, depending on your financial institution. For in-store returns, you can expect to receive your refund immediately in your original form of payment. The only exception is if you paid with Kohl‘s Cash or a shop reward, in which case the prorated amount will be returned to your Kohl‘s account for future use.
Putting Kohl‘s Policy Into Perspective
To fully appreciate the rarity of Kohl‘s shoe return policy, let‘s see how it measures up to other major retailers. Here‘s a quick comparison chart:
| Store | Standard Shoe Return Policy |
|---|---|
| Kohl‘s | 180 days, worn shoes accepted |
| Nordstrom | No time limit, must be unworn |
| Macy‘s | 90 days, must be unworn |
| JCPenney | 90 days, must be unworn |
| DSW | 60 days in-store, 365 by mail, unworn |
| Zappos | 365 days, worn shoes accepted if not "too beat up" |
As you can see, Kohl‘s 180-day policy is bested only by Nordstrom‘s open-ended terms and Zappos‘ full-year window. However, Nordstrom does not accept any worn shoes, while Zappos and Kohl‘s do within reason.
It‘s this combination of an extra-long 6-month return period and tolerance for gently used merchandise that really sets Kohl‘s apart. Shoppers have the time to thoroughly test out their shoes in real-world conditions without worrying about an unreasonably tight return window or draconian definition of "like new."
The Psychology and Data Behind Shoe Returns
So why do shoes get returned at such high rates compared to other consumer goods? Recent studies have shed light on the unique drivers and challenges of footwear returns:
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Online shoe purchases are returned a whopping 3-4 times more often than in-store buys, likely due to the inability to try before you buy. An estimated 28-35% of shoe orders placed online end up coming back vs. just 8-10% bought in physical stores.
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Inconsistent sizing across footwear brands is a huge culprit, accounting for over 75% of returns. Variations of up to 1.5 sizes between labels leave shoppers guessing on fit.
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Style regret and comfort concerns are the next most cited reasons for shoe returns after size issues. With shoes, even slight discomfort can become glaringly obvious after a few hours of wear.
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Buying with the intent to return is a popular "bracketing" technique for shoes. Shoppers will purposely order multiple sizes or colors to find their ideal pair, planning to send back the rest.
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The financial toll of shoe returns is massive – up to 50% of the sticker price can be lost on processing costs like shipping, restocking, and liquidation. Shoes must be rigorously inspected and often can‘t be resold as new.
The takeaway? Shoes are exceptionally prone to returns thanks to tricky sizing and highly personal fit/comfort preferences. By offering such risk-free flexibility, Kohl‘s is meeting customers‘ heightened desire to "try before they buy" when shoe shopping.
The Business Impact of Accepting More Returns
Considering the steep costs involved, why would Kohl‘s maintain such a generous shoe return policy compared to stricter competitors? According to retail expert Dr. Larisa Summers, it boils down to prioritizing long-term customer loyalty over short-term losses.
"By providing a safety net of free, flexible returns, Kohl‘s is reducing shopper anxiety and making it more likely that customers will buy from them again in the future," Dr. Summers explains. "They‘re willing to absorb more costs upfront to create a delightful experience that encourages repeat business and positive word-of-mouth."
There‘s data to back up this strategy too. A landmark study by UPS found that 73% of shoppers say a positive return experience makes them more likely to buy from a retailer again. In contrast, 81% of customers say they‘ll share details of a bad return policy with family and friends, creating negative buzz.
While Kohl‘s doesn‘t disclose specific figures on shoe returns, SEC filings suggest that returns across all categories have held steady at around 8% of net sales in recent years. That indicates that Kohl‘s is not experiencing excessive abuse of its policies, but rather cultivating a mutually beneficial relationship with shoppers.
Tips for a Smooth Shoe Return at Kohl‘s
Want to ensure your Kohl‘s shoe return goes off without a hitch? Follow these expert tips:
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Keep your shoes in returnable condition as much as possible. Avoid excessive wear and tear, stains, odors, or destruction of the packaging if you anticipate wanting to make a return.
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Hold onto your receipt and return within 180 days for the smoothest process and speediest refund. If you‘ve lost your receipt, at least have the original payment method handy.
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For online orders, return shoes in their original box via mail for the best chance of acceptance. In-store returns are more lenient about shoes being unboxed.
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If you receive damaged or defective shoes, contact Kohl‘s Customer Service right away. They‘ll likely send a replacement pair free of charge.
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When returning without a receipt, be prepared to receive the lowest recent sale price in store credit. Kohl‘s price matching policy means it could be less than what you originally paid.
By being a conscientious consumer and working within the parameters of Kohl‘s policy, you can enjoy maximum peace of mind and flexibility when shoe shopping. Of course, always aim to find your perfect pair from the get-go to avoid returns altogether!
The Future of Kohl‘s Shoe Return Policy
As e-commerce grows and customer expectations evolve, how might Kohl‘s tweak its shoe return policy down the line? We can look to recent developments for clues:
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In 2018, Kohl‘s began accepting Amazon returns at all locations to capture more foot traffic and sales from the online juggernaut. This partnership has turbocharged Kohl‘s average transaction growth, so it‘s likely to continue and could lead to changes in Kohl‘s own policies.
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During the COVID-19 pandemic, Kohl‘s temporarily extended its window for premium electronics returns to 30 days (up from 15) as an added courtesy. The 180-day window for shoes and other categories remained intact though.
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Kohl‘s has heavily promoted its contactless return options, like curbside service and in-store kiosks, to provide a safer experience. These low-touch channels could become permanent fixtures.
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The emergence of reusable return packaging from brands like Happy Returns could reduce waste and logistics costs for shoe returns if adopted at scale. Kohl‘s may explore such solutions to lessen its environmental footprint.
Ultimately, given the importance of shoes to Kohl‘s product mix and its long history of customer-centricity, it‘s unlikely that the core tenets of the shoe return policy will change dramatically in the near term. Shoppers can reasonably expect to continue receiving the same 180-day window, receipt-free option, and gentle wear allowance that have become synonymous with Kohl‘s stellar service.
Conclusion
At the end of the day, Kohl‘s industry-leading shoe return policy is a testament to the company‘s relentless focus on customer satisfaction. By giving shoppers ample time and flexibility to bring back their ill-fitting or unsatisfactory footwear, Kohl‘s aims to be a risk-free haven for discerning shoe lovers.
This peace of mind does come at a cost for Kohl‘s, as free returns take a sizable bite out of profits, especially online. However, Kohl‘s is betting that the long-term rewards of customer loyalty and positive sentiment will outweigh the short-term financial hit.
For consumers, Kohl‘s policy translates into a delightfully stress-free shoe shopping experience. As long as items are returned within 6 months in gently used condition, customers can buy with confidence, knowing they‘re protected if those heels start pinching or sneakers don‘t live up to the hype.
As an experienced shopper, you‘d be wise to consider Kohl‘s your go-to spot for footwear, thanks to this unbeatable level of service. Just remember to carefully follow the parameters of the return policy, keep your shoes tidy, and bring back any duds ASAP for the smoothest possible refund or exchange.
With Kohl‘s as a trusted shoe shopping ally, you can step out in style with total confidence. Here‘s to happy shopping and many comfy, fashionable returns!
