Zappos Return Policy 2026: 60-Day Returns, Refunds, Fees, and Exceptions

The Zappos return policy allows customers to return eligible merchandise within 60 days of receiving their order, provided the items remain new, unworn, unused, unwashed, unaltered, and in their original packaging with all required tags attached. Zappos offers free returns throughout the United States, including U.S. territories and military APO/FPO addresses.

However, not every purchase qualifies for a refund. Final Sale merchandise cannot be returned, and items that fail to meet the company’s condition requirements may be rejected or subject to a restocking fee of up to 50% of the item price.

Zappos previously advertised a 365-day return period, but its official policy updated September 9, 2026, specifies 60 days. This guide explains the current U.S. return rules, how to send items back through UPS, refund options, processing times, and what happens when a return falls outside the standard policy.

Zappos Return Policy at a Glance

Understanding the Zappos Return Policy

The standard Zappos return period is 60 days, and customers should initiate their returns through the retailer’s online order system within 60 days of receiving the merchandise.

The policy applies to eligible purchases that meet Zappos’ return requirements. The company sells shoes, clothing, accessories, bags, and other merchandise, but eligibility depends on the item’s condition and whether it has been designated Final Sale.

When Does the 60-Day Return Period Start?

Zappos’ return instructions specify that customers should initiate their return within 60 days of receiving the order.

This distinction matters because the delivery date may be later than the date the purchase was placed.

For example, if an eligible order arrives on October 1, the customer should calculate the return deadline using that delivery date rather than assuming the period began when the order was submitted.

The safest approach is to check the delivery confirmation and initiate the return well before the deadline.

Does Zappos Still Have a 365-Day Return Policy?

No. Zappos’ current official shipping and returns policy, updated September 9, 2026, specifies a 60-day return period.

Some older Zappos promotional pages still reference 365-day returns. Those references should not be treated as the current standard policy.

Customers who remember the previous return period should check the terms applicable to their purchase rather than assuming they have an entire year to return an item.

Does the Return Policy Apply to Every Purchase?

No. Merchandise must satisfy Zappos’ eligibility requirements.

A return may be affected by:

• Whether the item is marked Final Sale.
• Whether the merchandise has been worn, used, washed, or altered.
• Whether original packaging and required tags remain intact.
• Whether the return is initiated within the allowed period.
• Whether the item matches the original order.
• Whether the return is complete and undamaged.

Meeting the 60-day deadline alone does not guarantee a refund.

What Condition Must Returned Items Be In?

Zappos requires merchandise to be returned in new condition.

Its policy specifically states that returned products must not be worn, used, altered, or washed.

Customers must also preserve the original packaging and all attached tags, including applicable security tags and seals.

Shoe Box Requirements

Footwear has an important packaging requirement.

Shoes must be returned with their original shoe box, and that box must remain in its original condition.

Zappos specifically prohibits placing packing tape or postal shipping labels directly on the shoe box.

Instead, place the original shoe box inside a separate shipping carton.

This protects the product packaging during transportation and helps keep the return compliant.

Can You Try Shoes on Before Returning Them?

The return policy requires footwear to remain new and unworn.

Carefully checking the fit indoors without causing wear is different from wearing shoes outside, but Zappos does not publish a separate blanket exception for shoes that show signs of use.

If a pair develops visible wear, scuffs, or damage, it may no longer satisfy the required condition.

Customers should preserve the original packaging and avoid using the shoes outdoors when considering a return.

Can You Return Opened or Used Items?

Opening a shipping carton does not automatically make a purchase ineligible for return.

However, the merchandise itself must remain in new condition, with original packaging, tags, and seals preserved as required.

Zappos does not provide a general allowance for returning used products simply because the customer is dissatisfied.

Returning Opened Shoes

Shoes may be removed from their packaging for inspection, but they must still meet the retailer’s new-condition requirements.

The original shoe box must also be included without damage from shipping labels or packing tape.

Returning Clothing After Trying It On

Clothing must remain unworn in the sense required by Zappos’ policy, unwashed, unaltered, and complete with attached tags.

Customers should avoid removing security tags or washing garments before deciding whether to keep them.

Returning Used Merchandise

Used merchandise does not meet the standard return requirements.

A return that violates those conditions may be denied or assessed a restocking fee of up to 50% of the item’s price.

Importantly, Zappos also states that an item cannot be sent back to the customer after it has been returned.

That makes checking eligibility before shipping particularly important.

Exceptions and Non-Returnable Items

The most clearly identified exclusion in the current Zappos policy is Final Sale merchandise.

Other items can become ineligible when they fail to satisfy the required condition, packaging, or completeness rules.

Final Sale Merchandise

Items designated Final Sale are not eligible for return.

Customers should check the product listing and purchase details before ordering discounted merchandise.

A lower price does not necessarily mean an item is Final Sale, but an explicit Final Sale designation changes its return eligibility.

Damaged or Incomplete Returns

Zappos does not accept damaged or incomplete merchandise under its standard new-condition return requirements.

This includes returns that contain products different from those in the original order.

Noncompliant returns may result in refund denial or a restocking fee.

Products Missing Original Packaging

Original packaging is required.

For footwear, the original shoe box must be returned in its original condition. Other products must also retain their applicable original packaging, tags, and seals.

Customers who have discarded essential packaging should contact Zappos before shipping the merchandise.

How to Return an Item to Zappos

Zappos provides an online return process with free UPS drop-off options for eligible U.S. returns.

Customers can use a printable shipping label or a QR code that allows UPS to print the label.

Returning an Order Through Your Zappos Account

1. Sign in to your Zappos account.
2. Open your Order History.
3. Find the order containing the merchandise you want to return.
4. Start the return within the 60-day period.
5. Select an available refund option.
6. Choose the UPS return method.
7. Pack the merchandise in its original product packaging.
8. Place that packaging inside a separate shipping box.
9. Use the provided QR code or printed return label.
10. Drop off the package at an authorized UPS location and retain confirmation.

After submitting the return, customers can monitor its progress through their account.

Returning an Order Using a UPS QR Code

Zappos offers a free UPS return option that does not require a printer.

Customers receive a QR code by email.

After packing the merchandise securely in a shipping box, take the package to an authorized UPS location and present the code.

The UPS associate scans the code and prints the return label.

The package must still be prepared and packed before drop-off.

Returning an Order With a Printed Label

Customers who prefer a traditional shipping label can print the free UPS label provided through the return process.

Place the merchandise in its original packaging, then put everything inside a shipping box.

Remove or cover old shipping labels on the outer carton, attach the new label, and drop off the parcel at an authorized UPS location.

Do not attach the label directly to a shoe box or other original product packaging.

How to Return a Guest Checkout Order

Customers who purchased without creating a regular Zappos account can initiate a return through their order-related emails.

Find the confirmation, shipping, or delivery email and select the order number to access the return process.

Guest purchases are eligible for returns only within the standard 60-day period.

Guest customers also receive refunds exclusively to their original form of payment.

What Do You Need to Make a Return?

Zappos uses its online order records to identify purchases and initiate returns.

For a straightforward return, customers should have access to their account or the order-related email used during guest checkout.

The following items are useful:

• Order information or order-related email.
• Original merchandise.
• Original product packaging.
• Attached tags, seals, and security tags.
• All components originally included with the merchandise.
• A separate shipping box.
• The generated UPS QR code or return label.

Zappos’ published online return instructions do not establish a general requirement to present a government-issued photo ID when initiating a standard UPS return.

Can You Return an Item Without a Receipt?

A paper receipt is not generally necessary to start a Zappos online return when the purchase can be identified through the retailer’s order system.

Registered customers can find their purchases in Order History.

Guest customers can use the order number provided in their purchase-related emails.

What If You Cannot Find Your Order Confirmation?

Start by checking your email inbox, including archived messages and spam folders.

Search for Zappos order confirmation, shipping, or delivery messages.

If you cannot access the purchase record, contact Zappos Customer Service for assistance.

Zappos does not publicly establish a general no-proof-of-purchase store-credit entitlement in its standard return policy.

Zappos Return Shipping Fees and Other Charges

Eligible returns are free throughout the United States, including U.S. territories and military APO/FPO addresses.

Zappos provides free UPS return methods using either a printed shipping label or a QR code.

Does Zappos Charge for Return Shipping?

No. Eligible returns using the provided UPS return process do not carry a standard return shipping charge.

This is different from paying to ship a package independently using a method not provided through the retailer’s return system.

Customers should use the authorized return instructions to receive the advertised free return service.

Does Zappos Charge a Restocking Fee?

Zappos may charge a restocking fee of up to 50% of the item price when a return does not comply with its policy.

This is not a standard fee applied to every eligible return.

It concerns merchandise that fails to satisfy return requirements, such as the required condition or completeness standards.

A noncompliant return may also be denied a refund entirely.

Are Original Shipping Charges Refunded?

Zappos offers free standard shipping for qualifying U.S. destinations.

Its published return policy does not establish a universal refund rule for every possible original shipping-related charge.

Customers with an unusual delivery charge should review their order details and ask customer service whether that particular charge is refundable.

Zappos Refund Methods and Processing Times

Zappos offers eligible account customers the choice between a refund to the original payment method and store credit during the return process.

Guest checkout customers are limited to refunds to the original form of payment.

For eligible orders, Zappos may issue a fast refund after the return carrier scans the dropped-off package.

However, not every customer or order qualifies for immediate processing.

How Long Does a Zappos Refund Take?

These figures describe different refund situations, not a single guaranteed timeline for every order.

An eligible fast refund may be issued promptly, while the financial institution or payment provider may require additional time to make the funds available.

Refunds to the Original Payment Method

When this option is available and selected, the refund is issued through the original payment method.

The time required for funds to appear depends on the applicable payment provider and the customer’s refund eligibility.

Refunds as Zappos Store Credit

Eligible account customers may select store credit when initiating their return.

Zappos advises allowing up to 24 hours for eligible store-credit refunds.

Store credit may also be considered for certain late returns, but those exceptions require customer-service assistance and are not guaranteed.

Afterpay Refunds

Zappos supports returns for eligible purchases made using Afterpay.

Its policy states that Afterpay refunds are issued only up to the amount already paid at the time of return.

The published processing information allows up to 20 business days for Afterpay.

Customers should review their remaining installment obligations through their payment provider rather than assuming that submitting a return immediately cancels every scheduled payment.

What Happens If a Fast Refund Is Issued but the Return Is Not Received?

Zappos has a specific process for items that have been refunded but not received by the company.

A warning email may be sent after 30 days as a reminder of a potential charge.

After 45 days, Zappos may charge the original payment method for merchandise that has not been returned.

Customers should retain their UPS drop-off confirmation and tracking details until the return is complete.

Does Zappos Offer Exchanges?

Zappos provides an official returns process, but its general shipping and returns policy does not clearly establish a universal direct-exchange procedure for all standard purchases.

Customers who need another shoe size, color, or product should check the options available for their specific order.

If a direct exchange is not available, returning the eligible merchandise and placing a separate order may be necessary.

Do not assume that every return automatically qualifies for a replacement or exchange.

Damaged, Defective, or Incorrect Items

A product that arrives damaged, defective, incomplete, or different from the merchandise ordered requires special attention.

Zappos’ ordinary return requirements state that merchandise must be returned in new, undamaged, and complete condition.

Because an item that arrives defective or damaged presents a different situation from a customer-damaged item, contact customer service before initiating an ordinary return.

What If Your Shoes Arrive Damaged?

Keep the shoes, original box, shipping carton, and purchase information.

Take clear photographs showing the damage and the condition of the packaging.

Contact Zappos Customer Service and explain that the merchandise arrived damaged.

Ask for the appropriate resolution and return instructions before sending anything back.

What If Zappos Sends the Wrong Item?

Check the merchandise against the original order confirmation.

If the item does not match the purchase, contact customer service and provide the order details.

Do not intentionally process a different product as though it were the correct ordered item.

What If an Item Becomes Defective After Use?

A defect discovered after an item has been used may not qualify for an ordinary new-condition return.

Contact Zappos to determine whether another resolution is available.

Depending on the product, a manufacturer warranty may be relevant, but warranty eligibility and coverage must be established separately.

Gift Returns and Gift Card Purchases

Gift returns can be more complicated because the person returning the item may not have access to the original purchaser’s account.

Zappos’ general return policy does not clearly specify a universal gift-return refund method.

Customers returning a gift should contact customer service with the available order information to determine the applicable process.

Can You Return a Gift Without the Purchaser’s Receipt?

A return may require identifying the original order.

If the recipient lacks the order information, customer service can explain what information is needed.

Do not assume that every gift automatically qualifies for store credit without proof of purchase.

What If the Purchase Was Paid for With a Gift Card?

The published general return instructions do not establish a separate, universal refund timetable for every gift-card payment situation.

Customers should review the refund choices available for their order or contact customer service for clarification.

Sale, Clearance, and Final Sale Returns

Discounted merchandise and Final Sale merchandise should not be treated as identical categories.

Zappos explicitly excludes Final Sale products from returns.

An ordinary discounted product may remain eligible if it is not designated Final Sale and satisfies the standard requirements.

Before buying heavily discounted footwear or clothing, inspect the product listing for any Final Sale designation.

Does Zappos Have an Extended Holiday Return Policy?

The current official general policy specifies a 60-day return period.

A separate holiday extension for the 2026 shopping season was not established in the published policy information reviewed for this guide.

Customers should not assume that purchases made during November or December automatically receive a longer return period.

If Zappos announces special seasonal terms, the exact qualifying purchase dates and return deadlines will determine whether an order receives an extension.

Does Zappos VIP Membership Change the Return Policy?

Zappos offers a VIP membership program with shopping-related benefits, including free expedited shipping for eligible members.

However, the current general return policy does not establish a longer standard return period exclusively for VIP members.

The 60-day return requirement should therefore be used unless specific applicable terms provide otherwise.

Free return shipping is also available for eligible U.S. returns generally, rather than being restricted to VIP members.

What Happens If the 60-Day Return Window Has Passed?

Zappos states that returns for store credit may be accepted after 60 days in limited circumstances.

Customers must contact Zappos Customer Service for assistance.

This is a possible exception, not a guaranteed extension.

Guest checkout purchases are eligible for returns only within 60 days under the published policy.

Can You Get a Refund After 60 Days?

The standard return period has expired after 60 days.

For certain account purchases, Zappos may consider a late return for store credit.

Its policy does not promise a refund to the original payment method for late returns.

What Should You Do With a Late Return?

Locate your order information and contact customer service before shipping the item.

Explain when the merchandise was received and confirm that it remains in the required condition.

Ask whether your order qualifies for a limited store-credit exception.

Do not send merchandise back without authorization, especially because Zappos states that returned items cannot be shipped back to the customer.

How to Track Your Zappos Return and Refund

Registered customers can track their returns through Order History.

After submitting a return, retain the confirmation and any UPS tracking information associated with the shipment.

For a return dropped off at UPS, the carrier’s acceptance scan provides useful evidence that the package entered the return process.

Customers waiting for a refund should distinguish between the package being accepted by the carrier, the refund being issued, and the funds appearing through their payment provider.

If the refund is delayed beyond the applicable published processing period, contact customer service with the order and return details.

Common Reasons a Zappos Return May Be Denied

A return may fail to qualify for a refund when it violates the company’s published requirements.

Common policy-related problems include:

• The return falls outside the applicable period without an approved exception.
• The item was marked Final Sale.
• Merchandise has been worn, washed, used, or altered.
• Required original packaging is missing.
• Original tags or security seals have been removed.
• Shoes are returned without their original shoe box in acceptable condition.
• Merchandise is damaged or incomplete.
• The product does not match the original order.

Returns that do not comply with the policy may be denied or subject to a restocking fee of up to 50% of the item price.

What to Do If Your Return Is Denied

If Zappos declines a return or refund, first determine which policy requirement was not satisfied.

Review the order date, delivery information, item condition, packaging, and any Final Sale designation.

If the decision appears inconsistent with the applicable policy, contact customer service and provide the relevant information.

For a product that arrived damaged or defective, explain the original condition of the merchandise rather than treating the issue as a normal change-of-mind return.

Zappos does not guarantee that customer-service representatives will override the policy. Any exception should be confirmed before the merchandise is shipped.

How to Contact Zappos About a Return

Zappos provides customer-service assistance 24 hours a day, seven days a week.

Its published customer-service telephone number is:

1-800-927-7671

Customers can also use the official customer-service resources available through their Zappos account.

Have your order number and relevant return details ready when requesting assistance.

Customer service is especially useful for damaged deliveries, missing order information, possible late-return exceptions, and refund problems.

Tips for a Smoother Zappos Return

A few practical precautions can help customers avoid preventable return problems.

• Check the deadline early. Use the delivery date and initiate the return within the standard 60-day period.
• Preserve the original shoe box. Never apply shipping tape or carrier labels directly to it.
• Keep all tags attached. This includes applicable security tags and seals.
• Avoid wearing or washing merchandise. Returned products must remain in new condition.
• Inspect Final Sale labels before ordering. Those products are excluded from returns.
• Use the authorized UPS process. This provides the free return options described by Zappos.
• Save tracking information. Keep the carrier drop-off receipt until the refund is resolved.
• Contact support about unusual situations. This is particularly important for damaged items or returns outside the standard window.

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Frequently Asked Questions

How Many Days Do You Have to Return Something to Zappos?

Zappos allows eligible merchandise to be returned within 60 days of receiving the order. Items must meet the retailer’s condition, packaging, and tag requirements.

Does Zappos Still Offer 365-Day Returns?

No. The current official return policy specifies 60 days. Some older promotional pages still reference 365 days, but the updated shipping and returns policy establishes the current standard period.

Are Zappos Returns Free?

Yes. Eligible U.S. returns are free when customers use the provided UPS return process. This includes qualifying returns from U.S. territories and military APO/FPO addresses.

Can You Return Shoes to Zappos After Wearing Them?

Shoes must remain new and unworn under the standard return policy. Footwear showing wear does not satisfy that requirement and may be rejected.

Can You Return Zappos Items Without a Receipt?

Customers can generally identify their online orders through Order History or order-related emails without needing a separate paper receipt. The purchase must still be identifiable.

How Long Does Zappos Take to Refund Money?

Eligible fast refunds may be issued when the carrier scans the returned package. Store credit may take up to 24 hours, some financial institutions up to 10 business days, Afterpay up to 20 business days, and PayPal up to 30 business days. Some other refunds may also take up to 30 days.

Can You Return Zappos Final Sale Items?

No. Zappos explicitly excludes Final Sale merchandise from returns.

Can You Return Something to Zappos After 60 Days?

Limited late returns for store credit may be considered through customer service. Approval is not guaranteed, and guest checkout purchases are restricted to the 60-day period.

Conclusion

The Zappos return policy provides a standard 60-day return window for eligible U.S. purchases, with free UPS return shipping and several refund options. Merchandise must remain new, unworn, unused, unwashed, and unaltered, with its original packaging and required tags intact.

Final Sale products cannot be returned, and merchandise that violates the policy may be rejected or incur a restocking fee of up to 50%.

Before returning shoes or clothing, check the delivery date, preserve the original packaging, and initiate the return through your order history or guest order email. Keep the UPS drop-off confirmation until your refund is complete. For damaged purchases or possible late-return exceptions, contact Zappos Customer Service before sending the merchandise back.