Amazon bought Zappos back in 2009, but fortunately they didn’t also adopt Amazon’s less than liberal return policy. They kept their same “100% satisfaction guarantee” policy which had made them so successful up to that point. But like any store policy, there are nuisances and tricks to make it work best for you and Zappos return policy is no exception. Here’s exactly how it works PLUS some hacks for success.

Zappos Gives You 365 Days

You get exactly 1 year from your date of purchase to make a return if you’re not completely satisfied.

Are There Any Exceptions?

According to the Zappos website, there are “no minimums or exclusions” on returns.

But is that completely true? More on that later.

PRO TIP: ZAPPOS WILL WORK WITH YOU

I have a friend who works construction who stepped on a nail with his work boots that he bought from Zappos. The boots had close to 4 months of wear on them and Zappos let him return them for a brand new pair of boots. Also, he did not have the original box and that was not an issue. Moral of the story: Always contact Zappos if you have any issues and they’ll work with you to find a solution.

So I Can Buy 20 Pairs and Return 19 of Them?

I hit up their live chat and asked them that exact question and you can see their answer above.

They put no limit on what you can buy and return.

Zappos Pays the Return Shipping Costs

Not only will Zappos mail them to you for free, but they will ALSO pay all return shipping charges.

They’ve made the process really easy, you just login to your Zappos account and follow the return instructions.

PRO TIP: RETURNED SHOE DEALS

I have it on good authority that many shoes that are returned to Zappos are sold on their discount site 6pm.com. Check out 6pm before you shop at Zappos as you can often get the same exact shoes for 20-60% less. The 6pm outlet does not offer free shipping on everything like Zappos, but they do offer free shipping on $100 or more.

I Love How Zappos Does Exchanges

In an effort to get you the correct shoes quickly, Zappos processes exchanges in a GREAT way.

The second you notify them that you want do an exchange, they’ll issue you an e-Gift card for the amount.

Zappos will then apply the gift card towards the replacement pair of shoes and ship them out immediately.

You don’t have to wait for them to get the shoes first, then have them perform the exchange.

Zappos then gives you 14-days to mail back the original shoes that you bought.

Can the Shoes By Worn?

Technically, NO, they must be in “new” or “good” condition and this serves as the 1 major return policy “exclusion”.

They suggest you wear them indoors for an extended period of time to determine how they fit and if you want to keep them.

They actually suggested to me that I buy multiple sizes so I can test them all indoors before making a decision.

If you wear them outside and scuff the bottoms they are now considered “used” and not eligible for a return unless there is something wrong with the shoe.

But having said that, it’s pretty easy to make the argument that the reason they don’t fit right (or give me blisters) is due to a design flaw in the shoe.

Do you see where I’m going with this? Use your best judgment and try not to abuse their VERY liberal return policy or it will probably go away one day.

See Also: 17 Stores That Let You Return Used Items for a Full Refund

Do I Need the Original Box?

Zappos says you do, but from personal experience, you DO NOT always need the box or original packaging to make a return.

This doesn’t mean to throw the shoe box away the second you get it.

It’s always smart to hold on to it until you know for sure the shoes are keepers as the return will be much easier.

PRO TIP: BE PATIENT

Don’t be in a rush to make a return if you’re not sure about a pair of shoes you bought from Zappos. They give you 365 return days for a reason, they WANT you to test them out thoroughly at home before making a final decision.

What If I Wear New Shoes for a Week and They Hurt My Feet?

I was told by a chat rep that if you wear a new pair to work, and the fit sucks, to “let us know and we can look into it”.

Takeaway: If you have a problem with a pair of shoes you bought from Zappos, whether new or used, let them know about it and they probably will be able to help you out with a refund, exchange, or replacement.

Running Shoes Are a Different Beast

Zappos used to have a “30 Day Runlimited Guarantee” on running shoes that let you buy a pair, run in them for 30 days, then return them for any reason. Unfortunately, this cool return policy feature went away in June of 2024.

Now they recommend you “try footwear on in a clean, indoor, carpeted area so that the shoes remain in their original condition.”

I pressed Zappos on this and said, “Problem is I won’t know if they will work on my feet unless I run in them outside, on cement.”

I was told, “I am sorry to hear that, but worn items are not eligible for return as it relates to our policy.”

So it definitely appears their return policy is getting stricter, most likely due to shoppers abusing it.

See Also: Nike Return Policy: You Got Questions…I Got Answers

Zappos Will Track Your Return History

You can pretty much guarantee it.

I’m guessing that if you make too many returns that they consider “used” you might have your account flagged.

From the research I did, this was corroborated by a Zappos employee.

PRO TIP: TAKE YOUR ZAPPOS RETURN TO WHOLE FOODS

Zappos is owned by Amazon, who also owns Whole Foods, and so they encourage you to bring your return back to Whole Foods and they’ll take care of the rest. Literally you just need to bring your item with whatever packaging or shoe box it came in, no original shipping box needed and no shipping label needed. Head to the customer service desk and have an employee scan the QR code that was generated for you when you started your return on the Zappos website. They’ll box it up for you and attach the shipping label, all for FREE.

Does their Policy Apply to Just Shoes?

No, it applies to everything they sell.

This includes clothing, bags, wallets, belts, hats, and even watches.

See Also: Costco Return Policy: 12 Must Knows Before You Shop

How Long Does It Take to Process My Return?

Once Zappos receives your return and inspects it you can expect it to be processed within 72 hours.

You’ll get an email confirmation once the return is completed.

Zappos Policy Hacks:

Join the VIP Program – It’s worth logging into the Zappos VIP Program with your Amazon credentials and signing up for free.

You’ll get bonus points that you can use on your next purchase and may even qualify for free upgraded shipping.

See Also: The DSW Return Policy: Insider Tips to Make It Work For You

Ask the Reader: What’s been your experience with the return policy at Zappos?

By Kyle James

Photo courtesy of Zappos.

Kyle James( Owner/Founder )

I started Rather-Be-Shopping.com in 2000 and have become a consumer expert and advocate writing about out-of-the-box ways to save at stores like Amazon, Walmart, Target and Costco to name a few. I’ve been featured on FOX News, Good Morning America, and the NY Times talking about my savings tips. (Learn more)