Zappos Return Policy: 60-⁠Day Free Returns, Condition Rules & Refund Times

Zappos still offers free returns, but the window and the condition rules are what decide whether you get your money back. Here's how a Zappos return works today, based on its Shipping and Returns policy (last updated 09/09/2026) and its returns FAQ ¹². For other Zappos policies, see the Zappos store page.

How long you have: 60 days

Merchandise must be returned within 60 days in new condition ¹. The policy page tells you to start the return from your Order History within 60 days of receiving your order ¹, while the FAQ describes a full refund to your original payment within 60 days of purchase ². To stay safe, count from your purchase date.

After 60 days, Zappos may accept returns for store credit in limited circumstances, but only if you contact Customer Service ¹. Guest accounts are only eligible within 60 days ¹.

Return shipping is free

Returns are free anywhere in the United States, including US territories and military APO/FPO addresses ¹. The prepaid labels don't cover international returns; you have to send the return from the United States ².

Condition rules

Zappos is strict about condition ¹:

• Items must not be worn, used, altered or washed.
• Everything must be in the original packaging with all tags attached, including seals and security tags.
• Returns can't be damaged, incomplete or contain items that don't match the original order.
• Shoes must include the original shoe box in its original condition, without packing tape or postal labels.

Security tags matter: an item returned without its original security tag, or with a damaged one, may not qualify for a refund ².

Final sale, sale items and the restocking fee

• Final Sale items can't be returned ¹. Zappos says they're sold as-is ².
• Site-wide sale or promotion items are returnable unless stated otherwise ².
• Non-compliant returns may not be refunded or could result in a restocking fee of up to 50% of the item price ¹.
• Once an item is returned, Zappos can't send it back to you ¹.

How to start a Zappos return

1. Start online. With an account, go to your Order History ¹. As a guest, click the order number in any order email (confirmation, shipping or delivery) ².
2. Pick a refund option: store credit or your original form of payment. Guests can only get a refund to the original payment ¹.
3. Pack the items in the original packaging, with no labels or tape on the product packaging ¹.
4. Drop it off at UPS. Choose a QR code or a printed label, put the items in a shipping box and drop it at a UPS location ¹.
5. Track it in your Order History ¹.

Prefer USPS? UPS is the only self-service option for most customers, but Zappos will send a USPS label if you contact it ². If your order arrived in multiple boxes, create a separate return label for each box ². Lost your label? The link is in your return confirmation email ².

When you'll get your refund

For eligible orders, Zappos issues the refund once the carrier scans your drop-off ¹. Then it depends on how you paid ¹:

• Store credit: allow up to 24 hours ¹
• Banks and card issuers: some may take up to 10 business days ¹
• Afterpay: up to 20 business days ¹
• PayPal: up to 30 business days ¹

Not every return qualifies for that fast refund. Refunds for some customers can take up to 30 days ¹, and the FAQ says inspection and processing can take up to 30 days after the return reaches the fulfillment center ². Afterpay refunds only go up to the amount paid at the time of return ¹, and orders paid with a gift card are refunded to an e-Gift Card ².

Make sure the box actually arrives

If you got an early refund but Zappos never receives the items, it emails a warning at 30 days ¹. After 45 days, it may charge your original form of payment for the items ¹. Keep your UPS receipt until the return shows as received.

Double-check what's in the box, too: Zappos gives no compensation, reimbursement or credit for items returned to it by mistake ².

Returning a gift

To return something you received as a gift, call Zappos Customer Service at 1-800-927-7671 ². Have the gifter's phone number, first and last name, tracking number or shipping address ready ². Refunds normally go to the original purchaser's payment method, but Zappos can issue you a gift card for the return ².

Quick tips

• If you try shoes on, do it indoors so they stay unworn, and keep the shoe box intact ¹.
• Ship the shoe box inside another box so no tape or labels touch it ¹.
• Sign in before you buy if you might want store credit; guests only get refunds to the original payment ¹.
• See how other retailers compare in our returns guides.