G.H. Bass Customer Service — Professional, Practical Guide

Brand snapshot and where to start

G.H. Bass & Co. is a heritage American footwear brand founded in 1876, best known for the Weejuns penny loafer and a broad portfolio of leather footwear and casual shoes. For all official policies, product care instructions, and the most current contact channels, start at the brand’s primary website: ghbass.com. That single source will have up-to-date phone numbers, live chat links and the returns portal tied to each purchase channel (direct, outlet, or wholesale partner).

From a customer-service perspective the brand behaves like a modern direct-to-consumer footwear retailer: product pages contain SKUs and size charts, order confirmations include tracking links, and the site centralizes support for purchases made at ghbass.com. If you bought from a third-party retailer (Amazon, Macy’s, DSW, an outlet mall, etc.), the merchant’s service policy generally governs returns and refunds rather than G.H. Bass corporate support.

Primary contact channels and typical hours

G.H. Bass publishes its customer-support contact methods on the “Contact Us” page of ghbass.com. Typical channels provided by the brand are: a customer-support email form, an online returns portal for RMA processing, and a phone line during business hours. Many footwear brands operate Monday–Friday support roughly 9:00 a.m.–6:00 p.m. Eastern Time; hours and holiday closures are posted on the site and in order-confirmation emails.

When you contact support, use the channel tied to your purchase: orders from ghbass.com are handled via the site’s returns and support flows, whereas orders from a retailer must go through that retailer’s customer service first. If you need escalation beyond front-line help, request an escalation to “Consumer Relations” or a named supervisor and insist on an RMA (return-merchandise authorization) number before shipping anything back.

Ordering, shipping and tracking — what to expect

Standard domestic shipping timeframes for U.S. footwear merchants are usually 3–7 business days; expedited options (2-day) are frequently available at checkout for an additional fee. Typical shipping costs for shoes range from about $6 to $14 depending on speed and promotions, with many retailers offering free standard shipping above a threshold (commonly $75–$100). Exact shipping carriers (UPS, FedEx, USPS) and transit estimates appear on your order summary and tracking emails.

When tracking an order, save the order number and tracking ID immediately. If a package shows “delivered” but is missing, follow these steps: (1) check the delivery photo or scanned location in the carrier’s tracking record, (2) verify with household members or neighbors, (3) wait 24–48 hours for carrier updates, and (4) contact G.H. Bass support with the order number and tracking link to file a claim. Escalations for lost packages typically require the order ID, purchase date, and tracking information.

Returns, exchanges and refunds — practical details

Most footwear retailers, including direct-brand stores, use a 30-day return window for unworn merchandise with original packaging; exceptions include final-sale items and some outlet purchases. Expect return processing timelines of 5–10 business days after the item is received at the returns center; refunds to credit cards may take an additional 3–7 business days depending on the bank. Always verify the current “Returns & Exchanges” policy on ghbass.com at the time of purchase because promotional and holiday windows can extend or change the policy.

If a product is defective (manufacturing fault, stitching failure, sole separation) document the condition with high-resolution photos and timestamps. For defects within the manufacturer’s coverage, brands may offer repair, replacement, or full refund. If the issue is wear-and-tear or incorrect fit, expect the standard return flow: RMA, ship with tracking, and refund upon inspection. If you purchased protection or warranty coverage at checkout, reference the warranty number or policy when contacting support.

Sizing, fit issues and product-care guidance

Footwear sizing is a leading source of customer-service contacts. Use G.H. Bass’s size chart on each product page and measure your foot length while standing for the most reliable fit. If you are between sizes, standard professional advice for leather shoes is to size up and use an insole for a snug fit; customers reporting heel slip often benefit from half-size down or a cushioned heel liner. Document the SKU and measurements when requesting an exchange.

For long-term care, professional leather maintenance (clean with a soft brush, condition with a neutral leather conditioner, and use shoe trees) extends leather life and reduces issues that otherwise generate customer claims. For sole or stitch repair, local cobblers can often fix issues at lower cost than replacement; if you suspect a manufacturing defect within policy, obtain a written estimate from a cobbler and submit it with photos when you open a customer-service case.

What to prepare before you call — checklist

• Order number and exact purchase date (from email confirmation or account orders page).
• SKU or model number as shown on the product page and on the shoe box label.
• High-resolution photos of the item, including box label, tags, defect close-ups, and full-shoe shots; include a timestamp or order confirmation screenshot.
• Tracking number and carrier correspondence for returns or lost shipments.
• Last four digits of the payment card used, billing/shipping address, and any RMA number previously issued.

Escalation path, external remedies and timelines

If front-line support cannot resolve your issue, escalate in this order: ask for a supervisor, request written confirmation of the decision and a timeline, then contact Consumer Relations (or corporate customer-care) within the brand. If resolution is delayed beyond posted timelines (typical initial response: 24–72 hours; return processing: 5–10 business days), use external channels: file a complaint with the Better Business Bureau (bbb.org), contact your payment card issuer for chargeback options if eligible, or consult state consumer-protection offices. Keep all correspondence and shipment proofs; these are required for chargebacks and regulatory complaints.

• Escalation steps: Front-line agent → Supervisor → Consumer Relations → Payment dispute / BBB / State AG.
• External resources: bbb.org, consumerfinance.gov, ftc.gov; your credit-card issuer’s dispute department phone number is on the back of your card.

Sample scripts and expected outcomes

When you call or write, be concise: identify yourself, give the order number, describe the issue, state the outcome you want (refund, exchange, repair), and provide your evidence. Example: “Hello, my name is Jane Smith, order #123456. I received GHB-1234 Weejuns on Aug 5; the left sole separated within 10 days. I’ve attached photos and a tracking record. I’d like a replacement or full refund per your returns policy.” This clear framing reduces back-and-forth and accelerates RMA issuance.

Reasonable timelines to expect: initial reply within 24–72 hours, RMA within 3–5 business days of documented claim, returns processing 5–10 business days after receipt, and final refund posting within 3–7 business days of bank processing. If timelines exceed these windows, escalate with the documented correspondence and request an estimated completion date in writing.

Why did GH Bass go out of business?

Bass Stores In Shift Toward Wholesale. G-III Apparel Group will close all 110 Wilsons Leather and 89 G.H. Bass stores, as part of a restructuring effort that will result in the company putting more emphasis on its wholesale operations.

Are there any G.H. Bass stores left?

“With a focus on enhancing shareholder value, we have made the difficult decision to close all of the Wilsons Leather and G.H. Bass stores and have entered into agreements for the early lease termination of a significant majority of these stores,” chairman and CEO Morris Goldfarb said in a statement this morning.

Do G.H. Bass last a long time?

When given the attention and care they deserve, a pair of quality loafers will last you years. G.H. BASS loafers are designed with high quality materials, ensuring long lasting durability, but proper care is still important.

Who bought GH Bass?

in 1987. In November 2013 G-III Apparel Group acquired G.H.

How do I call GH Bass?

IF YOU HAVE DIFFICULTY ACCESSING ANY FEATURE OR FUNCTIONALITY OF THIS WEBSITE, PLEASE FEEL FREE TO CALL US AT 1-800-345-9787.

Does GH Bass have free returns?

We will gladly accept merchandise returns within 30 days of delivery given the item is in new/saleable condition, unworn and unaltered with the original tags still attached Please be sure to include the return form provided with your return request inside the return package. Start your Return Request here.