SCHUTZReviews of schutz-shoes.com

Very disappointing experience with Schutz customer service. I purchased a pair of boots based on Schutz’s own size chart, but they arrived much too large. I contacted customer service because the return portal was not working and asked how to proceed. Their representative manually processed an exchange for me, but did not clearly disclose that by doing so I would lose the ability to return, exchange, or receive store credit on the replacement pair. The replacement boots are still too large and remain brand new and unused. I escalated the issue, provided photos, and explained the situation several times, but Schutz ultimately refused any further return or exchange and treated it simply as a “fit” issue. My biggest concern is not just the sizing, but the lack of clear disclosure during the exchange process and the rigid way the policy was applied afterward. I would not purchase directly from Schutz again.

I am extremely disappointed with Schutz. I spent over $400 on their shoes, and now they refuse to refund my payment and are only offering store credit. This is absolutely ridiculous. When a customer spends this much money, they should not be forced to accept store credit instead of receiving their money back. This kind of return policy is extremely frustrating and feels completely unfair to the customer. I expected much better customer service from a brand like Schutz. After this experience, I would think twice before purchasing from them again. Very disappointing.

Called their "customer service" and spoke to "J-U-L-I-A" and it rang maybe 20 times and a very foreign person could not help answer a simple question. I would NOT recommend and I'll be returning these shoes. Lots of imperfections in the suede.

Australian customers — be aware of the return costs I purchased a pair of SCHUTZ shoes for approximately AUD $200. Unfortunately, they don’t fit. I checked SCHUTZ’s return policy before purchasing and understood that international returns were accepted and that a DHL return label was available at SCHUTZ’s “discounted rates.” What was not made clear was the magnitude of that cost. I have since been advised that returning the shoes from Australia could cost approximately AUD $60–$100. That is 30–50% of the entire purchase price simply to return a pair of shoes that doesn’t fit. I have also been advised that duties and taxes are non-refundable. Had the website clearly disclosed that returning a $200 purchase from Australia could cost up to approximately $100, I would never have placed the order. To make the experience even more disappointing, my brand-new shoes arrived in the crushed and badly creased SCHUTZ box shown in the attached photo. I have raised my concerns directly with SCHUTZ and have been corresponding with customer service for more than a week. So far, I have not been offered a reasonable solution. I regularly shop internationally and understand that return shipping is not always free. My issue is not having to pay a reasonable return fee — it is potentially losing up to half the value of a $200 purchase just to return it, without that magnitude of cost being transparently disclosed before purchasing. I’m sharing this so other Australian customers can understand the potential return costs before ordering, particularly with footwear where you cannot know whether the shoes will fit until you try them on.

Société a fuir !!! Cliente depuis plusieurs années je n'avais jamais eu besoin de retourner une commande . Et bien quel déception !! Le portail de retour ne fonctionne jamais donc on ne peut pas retourner la commande car le service client entre les mails où ils font traîner et ceux où ils ne répondent pas fait tout pour que le délai soit dépassé et donc plus dans les temps pour retourner la commande . C'est une HONTE au prix de leur chaussures ! Je perd plus de 400 euros . Plus jamais je ne commanderai chez eux . Je n'ai jamais eu une expérience aussi catastrophique avec un service client

I’ve been a Schutz customer for a long time and genuinely like the brand, which is exactly why this experience has been so disappointing. My issue is not that the final-sale policy wasn’t disclosed. I understand that it is part of the company’s policy. My issue is how inflexible that policy is, especially for a brand at this price point. Most recently, I purchased two pairs of shoes in exactly the same size (7.5): a flat sandal and a heeled sandal. One fit perfectly, while the other did not fit at all. Because the pair that didn’t fit was purchased on sale, I wasn’t able to exchange it for another size or return it. Unfortunately, this is not the first time this has happened to me. I previously purchased another sale item that ran too small and faced the same situation. I understand limiting refunds on final-sale merchandise, but not even allowing a size exchange when the item is unworn and the correct size is available feels unnecessarily restrictive. Shoe sizing can vary significantly from one style to another — even within the same brand — and customers cannot always predict fit when shopping online. The alternative offered to me was to resell the shoes through Schutz’s resale platform. I don’t believe customers should have to spend their own time reselling an item simply because a style fits differently from another shoe in the exact same size. What disappoints me most is the difference in the customer experience. When purchasing at full price, customers receive the flexibility and assistance expected from a premium footwear brand. When purchasing during a promotion, that support essentially disappears, even though the shoes are still far from inexpensive. I now own two pairs of Schutz shoes that I cannot wear. After being a customer who genuinely enjoyed the brand, this policy has made me reconsider purchasing from Schutz altogether. A sale price should not mean a lower standard of customer care.

As of July 2026 any exchange automatically converts to a final sale. As a new customer to this brand I did 1 exchange of a full priced $198 new Fall release shoe. The sizing must be off b/c even the 7 gaps significantly in the back slipping constantly when I try to walk. Now I’m stuck w/ a $200 pr of shoes I can’t wear. Not only that, when I returned the 7.5 I initially purchased, I had to contact customer service after several days & inquire because neither a refund nor exchange had been initiated. This would’ve been a good opportunity to refer me to the new exchange return policy but nothing was mentioned. I of course definitely wouldn't have continued w/the exchange & they know that. Customer service did however recommend me listing the shoes in the “new to you” resale section so they can make even more money off of the shoes they stuck me with & I can walk away w/ something like a $20 consolation prize. No thanks, I’ll sell them somewhere myself. At least maybe I can get 1/2 of what they’re worth. Cute shoes but spend your money somewhere else. Definitely not worth the headache!!!

The shoes I bought had a % off for labor day. I did not realize that any sale shoes is non returnable, but if pester them they will give you a store credit they say....NO THEY DON'T. The shoe does not fit and I cant buy another size, they asked for A picture of the bottom of the shoe, I sent it. Now...... nothing!!! Dont buy any of their shoes on sale!!!!