The Zappos Return Policy generally allows eligible merchandise to be returned within 60 days, with items remaining new and unworn. For U.S. customers, qualifying return shipping is free. Final Sale merchandise is excluded, and packaging requirements matter—especially the original shoe box.
The most important precaution is to avoid relying on older descriptions promising a guaranteed year to return purchases. The current policy, updated September 9, 2026, says returns after 60 days may receive store credit only in limited circumstances through customer service. Guest purchases remain limited to 60 days. Before packing anything, check your order’s eligibility, preserve its packaging, and confirm the refund option available.
Zappos Return Policy at a Glance
| Policy Detail | Current Rule |
|---|---|
| Standard Return Window | 60 days |
| Deadline Reference | FAQ specifies purchase date; return instructions also reference receiving the order |
| Required Condition | New, unworn, unused, unwashed, and unaltered |
| Packaging | Original packaging and attached tags required |
| Final Sale | Not returnable |
| Standard Return Method | Online initiation followed by UPS shipment |
| Return Shipping | Free within the U.S., including territories and APO/FPO addresses |
| Guest Refunds | Original payment method only |
| Late Returns | Limited store-credit consideration through customer service; unavailable for guest purchases |
Understanding the Zappos Return Policy
Use the purchase date when planning your return. Zappos’ FAQ measures the refund window from purchase, while its main return instructions mention starting within 60 days of receipt. If those dates affect your eligibility, ask customer service to confirm the deadline for your order.
Do not wait until the final day to investigate eligibility or arrange shipping. Save the order confirmation and return authorization so you have a record of the dates and instructions.
Does Zappos Still Offer Guaranteed One-Year Returns?
The current policy does not promise an automatic one-year return entitlement. After 60 days, contact support before sending merchandise; store credit may be considered in limited circumstances.
Item Condition, Packaging, and Exceptions
Keep the merchandise complete, with seals and security tags attached. Footwear needs its original shoe box, without shipping labels or packing tape on that box. Place it inside an outer shipping carton.
Opening a shipping carton is different from wearing or using the product. Before removing tags or taking shoes outside, decide whether you intend to keep them.
Items bought during a sitewide sale or promotion are generally eligible unless the offer states otherwise. Final Sale is a separate designation and excludes returns.
How to Return an Item to Zappos
- Locate the purchase in your account’s order history.
- Select the merchandise and available refund option.
- Obtain the UPS label or QR code offered during authorization.
- Pack carefully and follow the displayed shipping instructions.
- Keep the carrier’s handoff receipt.
Guest customers can access their order through the order number in a confirmation, shipping, or delivery email. A misplaced printed receipt therefore does not necessarily prevent access to the return process.
If you need USPS instead of the usual self-service UPS option, contact support for a label. For multiple return boxes, generate a separate label for each and match the selected products to that carton.
Return Fees and Refund Processing
Free domestic shipping does not guarantee a full refund for merchandise that violates the conditions. Zappos may deny such returns or deduct a restocking fee of up to 50%.
Eligible fast refunds begin at the carrier scan. Other returns may require inspection, taking up to 30 days after receipt, followed by payment-provider posting time.
| Refund Destination | Additional Posting Time |
|---|---|
| Credit or debit card | Up to 10 business days |
| International card | Up to 30 business days |
| PayPal | Up to 30 business days |
| Afterpay | Up to 20 business days |
| Zappos gift card | Up to 24 hours |
Afterpay refunds are limited to the amount already paid at return time. Avoid assuming an immediate refund notification means the funds have already reached your bank.
Gift Returns and Gift Card Purchases
Call 1-800-927-7671 for gift-return assistance. Have information identifying the purchaser, such as their name, phone number, shipping address, or tracking number.
Ordinarily, a refund goes to the purchaser’s payment method, but support can assist with a gift-card refund. Merchandise originally paid for with a Zappos gift card is refunded through an emailed e-gift card.
Exchanges, Damaged Deliveries, and Return Problems
For a different size or color, ask support which exchange or replacement options apply before placing another order. Do not assume a replacement is reserved while a return travels.
If merchandise arrived damaged, incomplete, or incorrect, photograph the issue and retain the packaging. Explain that it arrived in that condition before sending it back.
If a return is refused, request the specific reason and compare it with your order information. Keep any authorization, photographs, and tracking receipt together when asking for review.
Tracking and Practical Precautions
Check order history for return progress and retain tracking until the refund is settled.
Before sealing a carton, compare every item with the authorization. Zappos warns that it does not undertake to recover or compensate customers for unrelated belongings accidentally returned.
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Frequently Asked Questions
How Long Do You Have to Return Zappos Purchases?
Generally 60 days. Plan from purchase and confirm your order’s deadline if delivery timing creates uncertainty.
Can You Return Worn Shoes?
Ordinary returns require unworn merchandise. Report an arrival defect separately before shipping.
Do You Need the Original Shoe Box?
Yes. Protect it inside a shipping carton.
Can Guest Customers Receive Store Credit?
Guest refunds go to the original payment method.
Are Sale Items Returnable?
Generally, unless the offer excludes returns or marks the item Final Sale.
Conclusion
For a smoother Zappos return, check eligibility promptly, preserve the product and packaging, and keep proof of shipment. Resolve deadline questions before mailing, particularly when purchase and delivery dates differ. Contact support first for gifts, arrival problems, or requests outside the standard window.