Zappos Returns Policy

If you’ve ever hesitated to buy shoes or clothes online because you’re worried about fit, you’re not alone. That’s where a great returns policy makes all the difference. The Zappos returns policy is designed to take the risk out of online shopping, giving you the confidence to try things from the comfort of your home. This guide will walk you through everything you need to know about returning items to Zappos, making the process simple and stress-free.

At its core, the Zappos policy is famously customer-friendly. It centers on a long return window and free, easy returns. The goal is to make you feel as comfortable shopping online as you would in a store, if not more so. They understand that you can’t always tell if something is right until you try it on in your own space.

Here are the key pillars of their policy:

365-Day Return Window: You have a full year from the date of purchase to return most items for a refund.
Free Return Shipping: They provide a prepaid return shipping label for most returns within the U.S.
Free Original Shipping: Standard shipping to you is also free, both ways.
No Restocking Fees: You won’t be charged any hidden fees for making a return.
Refund to Original Payment: Refunds are typically issued to the card or method you used to pay.

What Items Are Eligible for Return?

Most items you buy from Zappos can be returned within the 365-day period. This includes shoes, clothing, handbags, and accessories. Items should be in new and unused condition, with all original tags and packaging. Think of it as needing to be in a state where it can be resold to another customer.

There are a few exceptions to be aware of. Some products have a modified return policy, which will be clearly marked on the product page before you buy. These often include:

Final Sale or clearance items marked “non-returnable.”
Gift cards (which are non-returnable).
Certain electronic items or personal care goods for health reasons.
Items that have been worn, washed, or damaged after arrival.

How to Start a Return

Initiating a return is a straightforward process. You can do it online through your Zappos account or by contacting their customer service team. Here’s the step-by-step method using your account:

Log into your Zappos account on their website or mobile app.
Go to “Your Orders” and find the order containing the item you want to return.
Click on “Return or Exchange Items” for that order.
Select the specific items you are returning and choose a reason from the dropdown menu.
Choose your refund method (original payment is usually best).
Print the prepaid return shipping label that is generated.

Packaging Your Return

Proper packaging helps ensure your return is processed quickly. Use the original Zappos box if you still have it, or any sturdy box. Place the item inside with all its original tags, packaging, and any extras like dust bags. Securely attach the prepaid return label to the outside of the box, covering any old labels. You don’t need to include the original packing slip, but it can be helpful.

Where to Drop Off Your Package

Once your return box is ready, you have several convenient options for sending it back:

UPS Drop-Off: This is the most common method. You can leave the package at any UPS location, including UPS Stores, drop boxes, or authorized shipping outlets.
Schedule a Pickup: For a small fee, you can schedule a UPS driver to pick up the package from your home or office.
Drop-off at a FedEx Location: In some cases, Zappos may provide a FedEx return label. You can use any FedEx Office or drop box.

Remember to get a receipt or drop-off confirmation when you leave your package. This gives you proof in case any tracking issues come up later.

Understanding Refunds and Processing Time

After you’ve dropped off your return, the waiting game begins. But Zappos is generally fast. Here’s what you can expect:

Return Tracking: Use the tracking number on your return label to monitor the package’s journey back to the Zappos warehouse.
Warehouse Processing: Once Zappos receives your return, their team inspects the item. This processing usually takes 3 to 5 business days.
Refund Issuance: After approval, they issue your refund. The time it takes for the money to appear in your account depends on your bank or card issuer, typically 3 to 10 business days.

Refunds are almost always issued to your original payment method. If you used a gift card, the refund will go back to a new Zappos gift card. If you paid with multiple methods, the refund is split accordingly.

The Zappos Exchange Process

If you need a different size or color, an exchange is often the fastest route. The process is similar to a return, but with a key difference. When you select “Exchange” in your return options, Zappos will often ship the new item to you as soon as the return is initiated, before they even receive the original item back. This is a huge time-saver.

You’ll still need to send the original item back using the provided label. If you don’t, you’ll be charged for both items. Exchanges are subject to the price of the new item at the time you place the exchange, so the price may differ.

Tips for a Smooth Return Experience

A few simple habits can make the returns process even easier:

Keep the Box: Try to keep the original Zappos box and packaging for at least a few weeks after your purchase, just in case.
Act Quickly for Price Adjustments: If an item goes on sale shortly after you buy it, contact customer service. They often offer a one-time price adjustment within a short window.
Double-Check Final Sale Items: Always read the product description carefully to avoid accidentally buying a non-returnable clearance item.
Use Your Account: Shopping with a Zappos account (instead of as a guest) automatically tracks your orders and makes starting returns a click away.

What About International Returns?

For customers outside the United States, the policy is a bit different. International returns are accepted, but you are typically responsible for the cost of return shipping and any customs duties. The 365-day window still applies, but the process starts by contacting customer service directly for instructions and a return authorization. Refunds for international orders may be issued as a store credit or via your original payment method, minus any shipping costs.

Zappos Customer Service

If you run into any problems or have questions, Zappos customer service is legendary for its helpfulness. You can reach them 24/7 by phone or through their online chat. Having your order number ready will help them assist you faster. They can help with complicated returns, lost packages, or any policy clarifications you might need.

Frequently Asked Questions (FAQ)

How long do I have to return something to Zappos?

You have a full 365 days from the purchase date to return most items for a refund.

Does Zappos have free returns?

Yes, Zappos provides a prepaid return shipping label for most returns within the U.S., making the return process completely free for you.

How fast are Zappos refunds?

After they receive your return, processing takes 3-5 business days. The refund then takes 3-10 business days to post to your account, depending on your bank.

Can I return worn shoes to Zappos?

Shoes should be in new, unworn condition to be returned. Lightly trying them on indoors is usually fine, but wearing them outside makes them ineligible for return.

What is Zappos’ exchange policy?

You can exchange for a different size or color. They often ship the new item immediately, even before your return arrives back at their warehouse.

Where can I drop off my Zappos return?

You can use any UPS location or drop box with the provided label. Sometimes labels are for FedEx, so check your label instructions carefully.

Do I need the original box to return to Zappos?

It’s recommended but not always required. You do need a sturdy box to protect the item during shipping. All original product tags and packaging inside the box are necessary, though.

What if my item is final sale?

Items marked as “Final Sale” or “Non-returnable” cannot be returned for a refund or exchange. This is always stated clearly on the product page before you buy it.

Ultimately, the Zappos returns policy is built to remove the anxiety from online shopping. With a full year to decide, free shipping both ways, and a simple process, you can shop for what you need with true peace of mind. Knowing the details helps you take full advantage of this benefit, making your overall experience a positive one from click to delivery and beyond.