The Zappos return policy is one of the most customer-friendly in online retail. You get a full 365 days from the date of purchase to return most items, and return shipping via UPS is free. No restocking fees, no confusing conditions on eligible products, and no pressure to return quickly.
If you ordered shoes that turned out to be the wrong size, or a jacket that looked nothing like the product photos, you have an entire year to send them back. Here is how the whole system works in plain English.
| Information | Details |
| Website | www.zappos.com |
| Return Time | 365 days from purchase date (60 days for guest checkout) |
| Return Medium | Online (mail via UPS, free prepaid label) |
| Exchange Period | 365 days (return and repurchase process) |
| Refund Time | 5 to 10 business days after Zappos receives the return |
| Refund Method | Original payment method (within 60 days); store credit (days 61 to 365) |
| Contact | 1-800-927-7671 (available 24/7) |
| Email Support | cs@zappos.com |
Contents
- 1 The 365-Day Window: What It Really Means
- 2 Condition Requirements: What Counts as Returnable
- 3 How to Return to Zappos Step by Step
- 4 Refunds: Timing and Payment Method
- 5 The 30-Day Runlimited Guarantee on Running Shoes
- 6 Zappos and Amazon: What Shoppers Should Know
- 7 Social Media Handles
- 8 Frequently Asked Questions
- 9 Conclusion
The 365-Day Window: What It Really Means
The full 365-day return window from Zappos applies to registered account holders only. If you checked out as a guest, your return window is 60 days, and your refund is limited to the original payment method. This is the single biggest reason to create a free Zappos account before placing your first order.
There is also a refund method distinction that catches many shoppers off guard. Returns made within the first 60 days are eligible for a refund to your original payment method. Returns made between day 61 and day 365 are eligible for store credit only. So the full year is real, but only the first two months get your money back to the original source.
Condition Requirements: What Counts as Returnable
Items returned to Zappos must be unworn, unwashed, unaltered, and in their original packaging. For footwear, this means the original shoebox must be included in its original condition without packing tape or postal labels applied directly to the box. All tags, security seals, and hygiene liners must still be attached.
You can try shoes on indoors on carpet to check the fit. Wearing them outside, even briefly, can disqualify a return if the soles show wear. Zappos specifically states that items cannot be worn, used, altered, or washed. If an item arrives at the warehouse in unacceptable condition, the return will be denied.
Items That Cannot Be Returned
- Used or worn items: Any sign of actual use disqualifies a return.
- Items with removed tags or security seals: Tags must remain attached for the return to be accepted.
- Damaged items (damage caused by buyer): Accidental damage after delivery is not covered.
- Final sale items: Marked clearly at the time of purchase; not eligible for any return.
- Drones that have been used: Electronics in this category must be unused.
- Custom or personalized orders: Made to order products are final sale.
How to Return to Zappos Step by Step
All Zappos returns are processed online. There are no physical Zappos store locations to visit.
- Log in to your Zappos account.
- Go to your Order History and find the item you want to return.
- Select the item(s) and click Return Checked Items.
- Choose your reason for the return.
- Select whether you want a refund to your original payment method or store credit.
- Choose how to receive your return label: print it or get a QR code via email.
- Pack the item in its original packaging (or a plain cardboard box if needed) and seal it.
- Attach the prepaid UPS label and drop the package at any UPS location or authorized drop point.
If you lost the original packaging, Zappos allows one exception: you may use a plain, unmarked cardboard box. Include the return request confirmation email inside the box.
Refunds: Timing and Payment Method
After Zappos receives your return and verifies the item’s condition, processing takes 5 to 10 business days. Once processed, the refund is issued to your original payment method or as store credit, depending on when you are returning.
VIP members through the Zappos loyalty program have access to Rapid Refund, which can accelerate the process significantly, sometimes within 24 hours of the return being initiated. Standard account holders should expect the full 5 to 10 business day timeline. Your bank may take an additional 2 to 10 business days to post the refund after Zappos releases it. Afterpay refunds can take up to 20 business days, and PayPal up to 30 business days.
The 30-Day Runlimited Guarantee on Running Shoes
Certain running shoes sold on Zappos come with a 30-Day Runlimited Guarantee. This allows you to take the shoes for actual outdoor runs during the 30-day period and return them if they do not perform to your satisfaction. Items returned under this guarantee must be accompanied by a prepaid label issued by Zappos at the time of purchase. This is a rare exception to the usual no-outdoor-wear condition requirement.
Zappos and Amazon: What Shoppers Should Know
Zappos is owned by Amazon, and the logistics backend reflects that. Packages often arrive in Amazon-style boxes, and return tracking looks familiar to Prime members. Payment security uses Amazon-level encryption. Your shopping data on Zappos connects to the same broader ecosystem as your Amazon account. If you have concerns about data handling, review the dedicated page at zappos.com/amazonsafety.
Social Media Handles
Frequently Asked Questions
Does the Zappos 365-day return policy apply to everyone?
Not quite. The full 365-day window applies to registered Zappos account holders only. Guests who check out without an account are limited to 60 days and refunds only to their original payment method.
Can I get a cash refund after 60 days at Zappos?
No. After 60 days, refunds from Zappos are issued as store credit only. The full cash refund option exists only within the first 60 days of purchase.
Does Zappos charge for return shipping?
No. Zappos provides a free prepaid UPS return label for all domestic returns. You do not pay anything to ship items back.
Can I return worn shoes to Zappos?
Not under the standard policy. Items must be unworn and in original condition. The exception is the 30-Day Runlimited Guarantee available on select running shoes, which allows outdoor wear during the guarantee period.
How long does a Zappos refund take to appear in my account?
Zappos processes returns within 5 to 10 business days of receiving the item. Your bank or payment provider may take an additional 2 to 10 business days to post the refund.
Conclusion
The Zappos return policy is genuinely among the best available in online retail. A 365-day window with free return shipping removes nearly all the risk of buying footwear online, where fit and feel are nearly impossible to guarantee before trying the item on.
The one caveat most shoppers overlook: the cash refund window is 60 days. After that, you get store credit. For any questions, call Zappos at 1-800-927-7671 (available 24 hours a day, seven days a week) or email cs@zappos.com.
Disclaimer: The return policy information on ReturnsPolicies.info is for informational purposes only and may not reflect the latest updates. Always verify the current policy directly on the retailer’s official website before making any purchase or return decision. We are not affiliated with any of the retailers mentioned.