Xero Shoes Return and Exchange Policy

If you aren’t sure about the fit of your shoes or sandals, or if you are experiencing other issues,
contact our Customer Happiness Team so we can help!

  • We accept products for exchange or return that are in brand new, unworn and unaltered condition
    within 45 days of the original order date.
  • Shoes and sandals that have been worn outside do not qualify for exchange or return.
  • Be sure to inspect the product before returning, and include the original packing materials, if possible.
  • Your request will be processed within 10 business days of receipt.

Did you place an order during our recent sale?

If you’ve already placed an order during the sale and you need to exchange the order for another sale item, please follow the instructions below:

  1. Email [email protected] with “Sale Exchange” in the subject line.
  2. Include your old order number and new order number.

Please Note: If we receive an email without the specific verbiage in your subject line as outlined above or without your old/new order number, there could be a delay in processing your exchange order.

If you exchange for a higher-priced item, you will be responsible for the price difference. Keep in mind that some colorways may vary in price.

U.S. Exchanges

Our exchange process involves two separate transactions:

  1. Place a new order for the replacement items.
  2. Return the item(s) you want to exchange using the instructions below.

To send your original order back for a full refund (including your original shipping cost), please generate a free prepaid return label below.

Please be sure to include your original packing slip and write the order number from your new purchase on it so we know this is an exchange. If you do not have your packing slip, please include a piece of paper with your name, original order number, new order number, and the item(s) you are returning. If you do not include your packing slip, we may be unable to locate your order, which could delay your refund.

We process all returns in the order that they are received. After a launch or sale, please note it may take us 10-15 business days to complete them due to the high volume of orders we have at these times. We will send you an email confirmation once your return has been processed.

****For items purchased during a sale that is no longer happening, please contact our Customer Happiness team after you’ve placed your new order so we can issue you a refund to match the original sale price.

If you do not want to place a new order for your return, then please follow the above steps to send your shoes back to us for 100% store credit (including shipping). Include your packing slip and indicate that you would like store credit. Once the store credit is issued, you can use it instantly to purchase your new pair.

U.S. Territories and FPO/APO/DPO Military Addresses

If you reside in a US territory or FPO/APO/DPO military address, please contact [email protected] to receive a shipping label.

UPS logo

We now offer convenient return shipment services via UPS to all of our U.S. customers. You can drop your package off at any UPS location of your choice. Click here to find a UPS location near you.

To reduce damage on shipments, you need to pack your items in a sturdy box. Be sure to remove any old shipping labels if you’re reusing a box from a previous shipment. Seal your box with plastic or nylon tape at least two inches wide. Don’t use duct tape.

 

U.S. Returns

We are happy to accept returns for your UNWORN shoes within 45 days of purchase. We know that some large companies offer free return shipping, and we hope we’re big enough to do the same someday. Until then, please follow the return instructions below.

If you do not have your packing slip, please include a piece of paper with your name, order number, and the item(s) you are returning.

If you do not include your packing slip, then we may not be able to locate your order, which could cause a delay in your refund.

Use the form below to generate a prepaid return label. Choose Courtesy Return as the Return Reason to send the product back for a refund. To purchase a label at $9.99, feel free to fill out the segment below to generate one. You won’t be charged upon generating your label instantly. Instead, the amount will come out of your refund once we can process your request.  You can also use your own label – if you return an item under 1 lb, you may get a better rate at your local post office.

Your refund will be for the purchase price only. We will send you an email confirmation when your refund has been completed.  After a launch or sale, please note it may take us 10-15 business days to complete your refund due to the high volume of orders we have at these times.

If you would like to send your shoes back on your own, please include your Packing Slip and send the return package to:

Xero Shoes
11777 E 55th Ave, Ste 101
Denver, CO 80239
ATTN: Returns
 

UPS logo

We now offer convenient return shipment services via UPS to all of our U.S. customers. You can drop your package off at any UPS location of your choice. Click here to find a UPS location near you.

 

International Exchanges

We are not able to offer free shipping on exchanges for international orders. If you need to exchange or return from an international location, follow these steps:

International Exchange Instructions:

1. Fill out and include your Packing Slip in the return package.
2. Ship your shoes back to us at:

Xero Shoes
ATTN: Exchanges
11777 E 55th Ave, Ste 101
Denver, CO 80239 USA

3. To expedite the processing time for your exchange, email us the following:

  • Your order number and which styles you are returning
  • Tracking number for your return package
  • Which size/style/color you’d like for the exchange

From there, our Customer Happiness Team can help you with your exchange order. Please Note: Please do not place a new order for international exchanges. Instead, email our Support Team with the information above so they can help you with your exchange.

International Returns

International Return Instructions:

1. Fill out and include your Packing Slip in the return package.
2. Ship your shoes back to us at:

Xero Shoes
ATTN: Returns
11777 E 55th Ave, Ste 101
Denver, CO 80239 USA

Your refund will be for the purchase price only. We will send you an email confirmation when your refund has been completed. After a launch or sale, please note it may take us 10-15 business days to complete your refund once the shoes are received at our warehouse due to the high volume of orders we have at these times.

Warranty

All of our shoes are guaranteed for 24 months from the original purchase date for manufacturing issues. If you have a manufacturing concern, please email our Customer Happiness team at [email protected] with photos of the issue and your order number. For more information about our warranty, please visit www.xeroshoes.com/warranty.

Order Mistake?

We sincerely apologize if you received the wrong item with your order! Please email us at [email protected] or give us a call at (303)447-3100 so that we can get you the correct item(s) that you ordered as soon as possible. We are open from Monday-Friday from 9-5 Mountain Time.