Converse Customer Care: A Complete, Practical Guide (2025)

Who Handles Converse Support and Where to Start

Converse has been crafting sneakers since 1908 and has been part of Nike, Inc. since 2003. The company’s global headquarters is at 1 Lovejoy Wharf, Boston, MA 02114, USA—a mixed-use waterfront site the brand moved into in 2015. While corporate mail can go to that address, consumer support is routed through regional service teams rather than the headquarters switchboard.

Your primary support hub is the online Help Center: https://help.converse.com. It auto-detects your country and language; if it doesn’t, pick the correct region (for example, the US Help Center is https://help.converse.com/hc/en-us and the UK Help Center is https://help.converse.com/hc/en-gb). From there, you can access live chat (where available), a contact form, returns tools, and order-tracking links. For the latest, region-specific phone numbers and service hours, always check the Help Center first—numbers and hours vary by country and can change during holidays or sales events.

Contact Channels That Actually Work

Use digital channels for the fastest resolution. Live chat through the Help Center typically handles order lookups, returns labels, and basic troubleshooting in one session; the web form is best when you need to attach photos of defects or receipts. Social channels are useful for general guidance but should not be used to share private data like order numbers or addresses.

• Live Chat (best for real-time order help): Access via the Help Center at https://help.converse.com. Availability and hours are posted per region; expect to verify your email, order number, and shipping postcode.
• Web Form/Email (best for attachments and detailed cases): Start at https://help.converse.com and choose “Contact Us” or “Submit a request.” Include photos, receipt scans, and a concise issue summary to reduce back-and-forth.
• Phone (best for escalations and urgent changes): The current phone number and hours for your country are listed inside the Help Center after selecting your region. Have your case ID ready if you’ve contacted Converse before.
• Retail Stores (best for in-person returns of store purchases and size exchanges): Find locations and hours at https://www.converse.com/stores. Policies can differ between owned stores and authorized retailers—bring the original receipt.
• Social Media (general guidance only): Official profiles include X/Twitter at https://twitter.com/Converse and Instagram at https://www.instagram.com/converse/. Use DMs for non-sensitive questions; do not share payment details publicly.

Prepare Your Case: What Support Will Ask For

Having complete information ready shortens resolution time. For orders placed on Converse.com, you’ll find your order number in the confirmation email (subject line usually includes “Thank you” or “Order confirmation”) and in your account under Orders. If someone else purchased the item for you, ask them to contact Converse directly or provide you with the order details they used (name, email, billing postcode).

For product quality or sizing disputes, clear photos and context matter. Photograph the full pair, the outsole tread, the inner tongue label (with size/production code visible), and any damage close-ups next to a ruler or coin for scale. If the issue is digital (account login, app, or payment), note your device model, OS version, browser/app version, and the exact error text.

• Order details: Order number, email used at checkout, delivery address, and last 4 digits of the payment card (do not send full card numbers).
• Proofs: Original receipt or order confirmation, tracking number, unboxing photos (if reporting items missing/damaged), and defect photos as described above.
• Specs for tech issues: Device model, operating system version (e.g., iOS 17.6 or Android 14), browser/app version, and timestamp of the error.
• Fit concerns: Foot length in cm, the size you ordered, and any past Converse size that fit you (e.g., Chuck 70 in US Men’s 9).

Shipping and Delivery Specifics

Converse typically offers Standard and Expedited options online, with delivery estimates shown at checkout by postcode. Standard shipping commonly lands in several business days, while express options shorten that time if ordered before the daily cutoff listed on the site. You’ll receive a tracking link when the parcel leaves the warehouse; carrier scans can lag by a few hours, especially evenings and weekends.

Custom “Converse By You” styles require production time before shipping. Build time is usually multiple business days and can extend during peak periods (for example, back-to-school in August–September or holiday in November–December). The product page and checkout will display the current estimated ship window. Split shipments may occur if different items are ready at different times; you won’t be charged extra shipment fees for Converse-initiated splits.

If the tracking shows “delivered” but you cannot locate the package, contact support within 24–48 hours, after checking neighbors, building reception, and safe-drop spots. File a driver investigation promptly; carriers often require inquiries within a short window to be effective, and Converse customer care will guide you on what affidavits or confirmations are needed.

Returns, Exchanges, and Defects

Return policy is regional. In many countries, online purchases can be returned within a defined window (commonly around 30 days from delivery) if items are unworn and in original packaging; check your local Help Center for the exact timeframe and exclusions. Store purchases generally must be returned to the same country of purchase and, in some regions, to the store channel (owned store vs. third-party retailer). Keep the box barcode intact; it helps scan and process your return quickly.

Custom “Converse By You” designs are typically final sale and non-returnable unless there is a workmanship/material defect. For suspected defects, submit photos and a description through the web form. Converse assesses defects case-by-case; resolution can be a replacement, repair, or refund depending on stock and region. Consumer laws may provide additional rights: for example, the EU 14-day right of withdrawal under Directive 2011/83/EU for distance sales, and the UK Consumer Rights Act 2015 for goods that are not of satisfactory quality.

If your parcel arrived damaged or missing items, contact support as soon as possible with unboxing photos and the packing slip. Most regions require claims to be opened within a short window after delivery to coordinate with carriers. Do not discard packaging until the claim is closed; carriers sometimes request inspection.

Prices, Adjustments, and Promotions

As of 2025, typical pricing on Converse.com in the US, before tax and shipping: Chuck Taylor All Star Core canvas often ranges around $60–75 (low/high top), Chuck 70 variants around $90–100, One Star around $75–85, and fashion-forward platforms like Run Star styles often fall near $110–120. Limited collaborations and premium materials can price higher, while seasonal sales can reduce prices substantially during clearance windows.

“Converse By You” customization usually adds a premium to the base model and extends the fulfillment timeline due to made-to-order production. Promotions vary by region and time of year—major events commonly occur during back-to-school (Aug–Sep), Singles’ Day (11/11) in some markets, and Black Friday/Cyber Monday (late November). Discount programs (e.g., student or healthcare worker) may be available in select countries through third-party verification services; check your region’s Help Center and the site footer for current eligibility and terms.

Converse does not normally price-match other retailers. Price-adjustment policies (post-purchase match to a new Converse.com price) are region-specific; refer to your local Help Center during a promotion for the exact rules and request method, as windows can be short and exclusions (e.g., limited drops) common.

Escalation and Record-Keeping

When an issue isn’t resolved on first contact, ask for a case ID and summarize the agreement you reached with the agent in your reply email or chat transcript. If you need a supervisor review, request escalation within the same thread so the history remains intact. A practical cadence is to follow up if you’ve heard nothing after 2 business days, then escalate after a week if still unresolved.

For billing disputes on a credit card in the US, the Fair Credit Billing Act (FCBA) generally allows you to dispute certain errors within 60 days of the statement date showing the charge—contact your card issuer for instructions. In the EU, if you cannot resolve a cross-border online purchase issue, you can use the European Commission’s ODR platform at https://ec.europa.eu/consumers/odr. Keep all documentation: order confirmations, timestamps, photos, tracking events, and agent names.

For formal written complaints, you can send mail to Converse, Inc., 1 Lovejoy Wharf, Boston, MA 02114, USA. Note that corporate mail is not a faster customer-service route; you will usually be redirected to the regional support team. Always start with the Help Center at https://help.converse.com to get the correct contact details and hours for your country before escalating.

Does Converse give refunds?

Converse.com will gladly refund any unworn merchandise bought on Converse.com. If you lost your return label, it is damaged or if you’d like to return a Converse By You (customized) order, please Contact Us, so we can send you a return label and provide you with the instructions.

How can I contact Converse customer service?

Converse Footwear and Apparel purchased on Converse.com
If you would like to exchange your product, you may do so by filling in the exchange form that was included in your original shipment or by calling Customer Service at 888-792-3307.

How do I file a claim with Converse?

If you need to make a return you can contact our customer service team here. If your product has signs of material flaw or defect you can file a claim here. RETAIL CONVERSE STORE: Please return your shoes to the Converse store for assistance. If you cannot visit in person, contact the store to discuss your options.

Do Converse have a lifetime warranty?

What warranties does Converse have on its products? In most cases, Converse.com orders can be returned for any reason within 30 days of the delivery date. If it’s been more than 30 days, you can still return your order for a full refund if the product is unused.