Help

If you have any questions please take a look below – you’ll probably find your question with an answer here.

Contact Birkenstock USA

If you don’t find your answer here, please ask us in person:

  • Email: info@birkenstockusa.com

  • Telephone:(800) 867-2475 or (415) 884-3315

  • Mail: Birkenstock USA, LP, 8171 Redwood Blvd, Novato, CA 94945 (Please don't return any shoes here, follow our Return Policy instead.)

  • You can also become our friend on Facebook, or follow us on Twitter.

Customer Service

How long will it take to receive my order?
Can I track my shipment?
Can I ship to multiple addresses?
Can I cancel my order?
How do I know my credit card information is safe?
What cards do you take as payment?

Returns

What if I don’t like my purchase?
What if my Birkenstock footwear is defective?
Can I return my Birkenstocks that I bought from a store?
Can I return my Birkenstocks that I bought at another website?
Can I return the Birkenstocks I ordered on your website to my local store?
I received the wrong footwear – how do I get what I actually ordered?

Repairs

Where can I get my Birkenstocks repaired?

Product

How do I take care of my product?
What is Birko-Flor™ and the other materials you use?
Are all Birkenstocks uni-sex?

Availability

Why don’t you have the same Birkenstocks as my local store?

Fit

How do I find my Birkenstock size?
I have just received my first pair of Birkenstock sandals, and after wearing them for only one day my feet hurt. Is this normal?

Policies and Privacy

Return Policy
Terms of Use
Privacy Policy 
Credit Card Safeguard 
Pricing Policy
Price Adjustments
Tax Policy

Customer Service

How long will it take to receive my order?

All orders are usually shipped from our warehouse in Kentucky within 24-48 hours (business days). After that it depends on the shipping method you chose and where you are located.

Please note: If you request 1 or 2 day shipping your order will not ship until the next working day. You will receive an email confirmation as soon as your order ships and you can track your order.

Can I track my shipment?

As soon as your order leaves our warehouse you will get a shipment confirmation. If you selected a UPS service this confirmation will include a link to the tracking information. Click the link to view the status of your package on the www.ups.com website. You can also check the status of your order by logging into your account on www.birkenstockusa.com and viewing order status.

Can I ship to multiple addresses?

You can only ship to one address each time you check out. If you are shopping for people at different addresses, you'll need to place each order separately.

Can I cancel my order?

If you would like to cancel or change an order that you've just placed, please call (800) 867-2475 as soon as possible. We'll do everything we can to accommodate your request, however items that have already shipped cannot be cancelled and must be returned.

How do I know my credit card information is safe?

Please review our Credit Card Safeguard Policy for more information on the security of our website. Please be assured that we are using all the safeguards we can to protect your information.

What cards do you take as payment?

Our system is able to process Visa, Mastercard and American Express credit and debit cards. Your billing address must be a US address. Sorry but we cannot process credit/debit cards with non-US billing addresses. Unfortunately at this time we are unable to accept gift cards.

Returns

What if I don’t like my purchase?

While we hope that will not be the case, if you are unsatisfied with your purchase for any reason, simply ship it back to us, within 30 days of receiving your order, and we will happily issue a refund. See our Return Policy for details and instructions.

What if my Birkenstock footwear is defective?

Please return your order within 30 days of receipt. To get a prepaid return shipping label simply click the link on your order confirmation email - this will take you to an order confirmation page - from here use the return shipping label button to generate a shipping label. Print and use this label to return the product to us. (Alaska and Hawaii customers please call customer service for return instructions). Important - Make a note of your UPS tracking number in case you need to contact us about your return. Please mark that the item(s) is defective on the return form (on the reverse of the packing slip received with your order). On receipt of your return, the item(s) will be inspected. If we agree the merchandise is defective we will issue a refund to the credit card used to place the order. Under these circumstances the $10.00 return handling fee will be waived and any shipping fees will be refunded.

Please return to our website and place your order again. Sorry this process seems lengthy – but we have every quality control system in place to make sure that you don’t receive defective product. This doesn’t happen very often – so please give us another chance!

Please read our Return Policy for further instructions about how to return your order.

Can I return my Birkenstocks that I bought from a store?

No. Sorry but you must take them back to the store that you purchased them from. This must be resolved between you and the store where you purchased your product.

Can I return my Birkenstocks that I bought at another website?

No. Sorry but you must return these to the website that you purchased them from. This must be resolved between you and the website where you purchased your product.

Can I return the Birkenstocks I ordered on your website to my local store?

No. Sorry but you must return your order to birkenstockusa.com using the prepaid UPS label generated from our website. Please see our Return Policy for more details.

I received the wrong footwear – how do I get what I actually ordered?

Please return your order within 30 days of receipt. To get a prepaid return shipping label simply click the link on your order confirmation email - this will take you to an order confirmation page - from here use the return shipping label button to generate a shipping label. Print and use this label to return the product to us. (Alaska and Hawaii customers please call customer service for return instructions). Please mark that the item is NOT what you ordered on the return form (B1 – Not as ordered). On receipt of your return, the item will be inspected. If we agree we shipped the wrong item we will issue a refund to the credit card used to place the order. Under these circumstances the $10.00 return handling fee will be waived and any shipping fees will be refunded.

Please return to our website and place your order again. Sorry this process seems lengthy – but we have every system in place to make sure that you don’t get the wrong item. This doesn’t happen very often – so please give us another chance!

Please read our Return Policy for further instructions about how to return your order.

Repairs

Where can I get my Birkenstocks repaired?

Please use our store locator to find either a retailer near you where you can take your Birkenstocks for repair, or one where you can mail your footwear to. Our Authorized Repair Retailers use only Birkenstock parts and you can trust them – your favorite Birkenstocks will be in good hands.

Product

How do I take care of my product?

Please visit the Footwear Care page for how to care for your Birkenstocks.

What is Birko-Flor and the other materials you use?

Under each large product image is a detailed description including all the materials each item is made from. This description includes whether the material is natural or synthetic and the features and benefits of the material. (Birko-Flor is a synthetic material that looks like leather, but has a fleecy underside.)

Are all Birkenstocks uni-sex?

Many of the Birkenstock styles are uni-sex, but some have been designed with women's styling and movement in mind - for example the Gizeh and Madrid. Please note that if you are shopping in the women’s section – on the drop down size menu these are the US Womens size equivalents. Just as if you are shopping on the men’s section – the drop down size menu reflects the US men’s size equivalents.

Availability

Why don’t you have the same Birkenstocks as my local store?

Our website only shows product that we currently have in stock in our warehouse. Your local store may choose a unique assortment to reflect their customer requests.

Fit

How do I find my Birkenstock size?

Birkenstocks use the European sizing charts, please look at How to Fit to find your Birkenstock size.

I have just received my first pair of Birkenstock sandals, and after wearing them for only one day my feet hurt. Is this normal?

Yes, it can take time for your feet to get used to your new Birkenstocks. They are perhaps not used to the arch support. Please read “once you get your Birkenstocks home” section of the How to Fit page to make sure that they are the correct size for you.

Policies

Pricing Policy

Please note: Prices shown are in U.S. dollars only. Currently, we do not ship or bill orders internationally, including Canada.

Price Adjustments

Birkenstockusa.com offers a one-time price adjustment within 14 days from date of purchase. You must contact us within 14 days of your online order to get a price adjustment. Unfortunately we cannot adjust for a lower price on clearance/sale items. 

Tax policy

• Tax is based on tax rates for your taxing jurisdiction (derived from the ship-to address being used for your order).
• Some states offer tax exemptions and exceptions for certain apparel items. In these states Birkenstock does not charge sales tax. 
• If you return an item for a refund, you will also receive a refund for the taxes you paid for that item.  Birkenstock collects applicable taxes in all states where required. Tax, if applicable, is also applied to the shipping charges.

(800) 867-2475 | info@birkenstockusa.com