FAQs

Frequently Asked Questions

Across the Board

  1. Are there Zappos.com gift certificates and/or gift cards?
  2. Do you do back orders?
  3. Do you have a catalog?
  4. Do you have a price matching policy?
  5. Do you match prices if an item goes on sale after my purchase?
  6. Do you offer Live Chat support?
  7. How can I write a review on a product?
  8. How do I unsubscribe from any of your mailing lists?
  9. How do I use my Gift Certificate/Coupon Code?
  10. I tried to check out and the item in my shopping cart disappeared, what happened?
  11. Is the item I want going to go on sale soon?
  12. My email address has changed. How do I update this information to my current account?
  13. The item I want is out of stock. What do I do now?
  14. Do you accept orders through VOIP?
  15. How do I care for XYZ fabric?
  16. What is a Zappos Verified Purchase review?
  17. Does Zappos sell single shoes or different sized shoes?
  18. Do you ship internationally?

Returns

Q:

I want to return my purchase! What do I do?

A:

If you are not 100% satisfied with your purchase from Zappos, you can return your item(s) for a full refund within 365 days of purchase. Returns must be unworn, in the state you received them, and in the original packaging. Some items ship with an attached security tag, and merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund. For more information on returns, please see the Zappos Shipping, Return, and Exchange Policies.

Zappos offers a number of easy return options, including shipping box-free and printer-free returns to Whole Foods Market and The UPS Store, as well as UPS Pickups and more (subject to availability). Learn about all Return Options here.

Click here to log in to your Zappos.com account for a self-service return, and then choose the item(s) you wish to return. If you have received defective, damaged or incorrect merchandise, or you need any assistance with processing your return, please contact us.

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Q:

I would like to return a gift that was sent to me. How do I do that?

A:

For assistance with returning a gift you received, please call the Zappos Customer Loyalty Team at [1-800-927-7671|tel:18009277671] for assistance returning the item. Please note that in order to assist you, our team will need the phone number, first and last name, or email address of the person who gifted you the item. Typically, a return will be refunded to the original purchaser's method of payment. However, we would be happy to assist you with a gift return, and issue you a gift card for the return.

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Q:

Can I exchange my order instead of returning it?

A:

Yes, you have the option to exchange an eligible item instead of returning it for a refund. You may be able to process a self-service exchange in your Zappos.com account—you will see this option in your account if an item is eligible to exchange via self-service. If a self-service exchange option is not available in your Zappos.com account, you can contact usto initiate your exchange. For more terms, please see the Zappos.com Shipping Returns & Exchange Policy.

As a Zappos.com customer you have the option of exchanging an eligible item instead of returning it for a refund. You may be able to process an exchange yourself for certain eligible items in your Zappos.com account. If an item is eligible, you will see an option in your account to select an item to exchange, and will be provided the instructions and terms that apply to your exchange. You also always have the option to contact us via phone, chat, or email, and we will gladly assist you with the exchange process. Our Customer Loyalty Team is available 24/7 and more than happy to help!

For more information on our exchange process, please see the Zappos Shipping and Return Policy.

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Q:

I printed out my label and misplaced it. How can I retrieve it again?

A:

You can find a link to your return label in the return confirmation email you received, or you can retrieve your return label by logging in to your Zappos.com account. Just click hereto log in to your Zappos.comaccount. Go to the order that contains the item you are returning, click “Show More” and then you will see an option to “Print Return Label” next to the item you are returning

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Q:

How long does it take for me to get a refund?

A:

It typically takes about 5-10 business days for your return to arrive at our fulfillment center and be processed for refund. Once we receive your qualifying return and approve your refund, Zappos will credit your original method of payment. Depending on your financial institution, please allow an additional 2–10 business days for the credit to post to your bank or credit card account. Some customers may qualify for rapid refunds through Zappos VIPor other perks.

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Q:

Do your pre-paid labels cover international returns?

A:

No, our return labels do not cover the price for international returns. To use our return labels, you must send your return from the United States.

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Q:

I am returning an item purchased with a Gift Certificate or Gift Card, how does that work?

A:

An order made with a Gift Card as payment will be refunded back to an e-Gift Card for your convenience. New Gift Card codes will be emailed to your email address on file.

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Q:

I only see the option to return my order through UPS on the website. Am I able to return through USPS instead?

A:

For self-service returns on Zappos.com, return by UPS is the only option for most customers. If you would rather receive a USPS return label, simply contact usand we'll be happy to send you one.

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Q:

What is Drop-off without shipping box and label?

A:

If available in your area, you can bring your item(s) in their original manufacturer’s packaging (i.e. shoe boxes or clothing bag) and disassembled from the shipping box if applicable to a Whole Foods Market. They’ll scan your return code and then pack, label, and ship your return for FREE. You don’t need to put your item(s) in a shipping box or print a label.

If you choose Whole Foods Market as your drop-off location, locate the Amazon Return Counter or Whole Foods Market Customer Service Desk inside the Whole Foods Market store and show the return code on your mobile device to a store associate.

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Q:

How do I return orders shipped in multiple boxes?

A:

If you are returning an order that arrived in multiple boxes, please process a unique return label for each box you are returning. To ensure you receive the correct refund for each box, please verify the items selected for each return label corresponds to the items placed in each box.

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Shoes/Brands

Q:

How do I know my shoe size?

A:

If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device® can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts to construct their shoes, and sizing may vary accordingly.

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Q:

I want to know if you carry a specific brand/color/size/width?

A:

Try clicking Brands button located at the top of each page - you will be taken to a page where you can view all brands that we are currently offering. Please check back often since we add new brands on a daily basis! Or if you know what you're looking for - try the search bar as well.

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Across the Board

Q:

Are there Zappos.com gift certificates and/or gift cards?

A:

Yes! If you're looking for the perfect gift or just doing some last minute shopping, Gift Cards are the perfect solution for you! Give one today!

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Q:

Do you do back orders?

A:

No. We do not do back orders. If an item is out of stock the Zappos Customer Loyalty Team will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

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Q:

Do you have a catalog?

A:

No. Currently, we have a 'virtual' catalog. In order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection, we do not publish a catalog that you may purchase directly from us. Plus, with all the styles that we carry, a catalog would be as big as a phone book! If there is a particular shoe or style of shoe that you are interested in, please feel free to contact us and we will be happy to help you locate it.

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Q:

Do you have a price matching policy?

A:

Please visit our Zappos Price Matching page to learn about our price matching policy.

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Q:

Do you match prices if an item goes on sale after my purchase?

A:

Please visit our Zappos Price Matching page to learn about our price matching policy.

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Q:

Do you offer Live Chat support?

A:

Yes we do! To get in contact with one of our live chat specialists, click on the chat link on our Contact Us page to open a chat window!

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Q:

How can I write a review on a product?

A:

You can write a product review with just 5 easy steps:

  1. On any product page, scroll down and on the left-hand part of the screen, underneath the ‘Customer Feedback section’, you will see a button titled ‘Write a review of this product’.

  2. Once you click on that button you will see an image of the product, a text box, a rating section, and three sections on how the product fits. Please fill in as much information as you’d like. You can also insert your name, where you live, your email address and other brands that you recommend. *Please note: this section is designed around how a shoe fits. We are working on updating this section to be dynamic based on the product type. If the question does not pertain to your product type, please feel free to just type in your review in the text box and select the star ratings.

  3. Then, click on the orange ‘Submit your Review’ button.

  4. Once you’ve submitted your review, it may take up to 5 business days for it to appear on the site.

  5. Please visit our Review Guidelines and Terms of Use to review the legal terms and conditions concerning your submission of reviews.