Returns / Exchanges

We know that it can be tricky to get the right size – that is why we offer:

• FREE Exchanges and FREE Returns on all DOMESTIC ORDERS
• If you aren’t sure about the fit of your shoes or sandals or experience other issues, contact our Customer Happiness Team so we can help! 

• Within 100 days from the date of purchase.
• In the original packaging, if possible.

• Store Credit or Gift Certificates
• Visibly worn shoes, boots, sandals, and accessories
• Altered shoes, boots, sandals, and accessories
• For our Denver Storefront customers: Scratch and Dent shoes, boots, sandals, and accessories
• Retail Delivery Fees (If the package was shipped to Colorado)
• Final Sale Items

A Retail Delivery Fee is a charge added to your order if it is shipped within the state of Colorado. This fee is enacted by the State Government and is required on all orders that require deliveries per motor vehicle and are tangible items subject to state Sales or Use Tax. 

• The Retail Delivery Fee is non-refundable
• You can find more state-specific information here:
  • Colorado: Colorado Delivery Retail Fee

We are pleased to offer free domestic exchanges for a style/item if you need to change the size or color. Please note that exchanges will be sent using our flat-rate shipping option. 

1. Visit our Returns and Exchange Center. To start a return, choose “Returns” at the top of this page and follow the steps provided.
2. Enter your order number, email address, or shipping zip code used to place the order.
3. Select the items you want to exchange and follow the instructions.
4. Once your request is approved, you will get a confirmation email with shipping instructions.
5. Once your return tracking is confirmed, the replacement item will be shipped to your original shipping address.

Technically, Yes – we have a simple process to help you get a different style/item or shipping option if needed:

1. Visit our Return and Exchange Center.
2. Process a return of the current item and request a full refund to the original form of payment.
3. You can then create a new order with the style, item, and/or shipping option of your choice at any time, either before or after you receive your full refund. 
4. Once we receive and confirm that the returned item(s) is in new, unworn condition, we’ll promptly issue your full refund for the original order.

If you need an exchange and have a new shipping address, please utilize our Gift Exchange procedure to ensure your exchange order is properly shipped to the correct address. Once you submit the exchange request, it will be sent to our Customer Service Team for review.

We ship orders very quickly and have a limited window of time to edit or cancel an order before it’s shipped. If you notice a problem with your order, please email the Customer Service Team immediately at [email protected] with the subject line “Urgent Order Update,” and we’ll do our best to take care of the issue.

Returns and exchanges need to be processed separately, but you are welcome to send them back together in one box with the exchange’s return label. Please contact the Customer Service Team for further assistance.

All of our shoes are guaranteed for 24 months from the original purchase date for manufacturing issues that qualify. If you have a manufacturing concern, please email our Customer Service Team at [email protected] with photos of the tongue tags for both shoes (for closed-toed shoes), the issue, and your order number. For more information, visit our warranty page.

We sincerely apologize if you received the wrong item with your order! You can request the correct item from our Return and Exchange Center, simply select the missing item as the exchange item and choose “Incorrect item” as the reason. Once we receive the return tracking, we’ll prioritize shipping the correct item to you.

If you need further assistance, please email the Customer Service Team at [email protected] or use our chat service location on the bottom right-hand side of our website.

If you received a Xero Shoes product as a gift and need to return or exchange it:

1. Visit our Returns and Exchange Center.
2. Enter the order number and email address or shipping zip code used to place the order.
3. Select the items you want to return and follow the instructions.
4. Once your request is approved, you will get a confirmation email with shipping instructions.
5. Gift returns can be exchanged for the same style or a different style or returned for nonrefundable store credit.
6.  

• Refund to the original payment method.
• Refund to nonrefundable store credit.

Domestic: 

• You will receive a full refund for the purchase price, taxes, and original shipping. Please enjoy the convenience of our US Free Returns Program. (This excludes the Colorado Retail Delivery Fee if the item was shipped to Colorado.)

International: 

• You will receive a full refund for the purchase price. However, the original shipping costs are not refundable.

For instructions on shipping the returned products, please look at the email received after placing the return request. Check your “Spam” or “Promotions” folder if you do not see the email in your regular inbox.

You will be notified via email at all steps of the process:

1. Return package is received at our Fulfillment Center.
2. Return Request is Approved or Rejected.
3. If approved, information about your issued Refund or Exchange order being shipped.

Get real-time delivery updates with the free AfterShip mobile app.

The time it takes to receive a credit to your account can vary widely. Typically, refunds can take up to 7 business days to appear on your account.

Your new exchange order will arrive within 12 business days. Occasionally, especially during and after sales, we might need additional days to process your exchange.

Yes! You can process a return or exchange through the Returns and Exchange Center. You will need to return your items through a local courier. Follow the instructions given in the Returns and Exchange Center. Please note that for international returns, the original shipping costs are not refundable. 

For orders placed on Amazon, please contact Amazon Customer Service.

If you have additional questions about returns, exchanges, or refunds, please don’t hesitate to contact us at [email protected] or via our chat button on the lower right-hand side of the website.