Returns / Exchanges

Customers in the contiguous U.S. can enjoy free returns and exchanges when using Happy Returns—no printing, no boxes, just an easy drop-off at thousands of Return Bar locations.

Please Note: Original shipping charges (if applicable) are not included in this offer.

Unfortunately, free returns are not available for Alaska, Hawaii, or U.S. territories, but free exchanges are!

No problem—you’re welcome to opt out of Happy Returns and use our prepaid UPS return label. A $9.99 fee will be deducted from your refund.

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! 

• 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.

Yes! Use the Return and Exchange Center to request an exchange for the same style. Once approved and return tracking is received, your new pair will ship to your original address.

If you need an exchange and have a new shipping address, use our Gift Exchange procedure to ensure your exchange order is shipped to the correct address. Once you submit the exchange request, it will be reviewed by our Customer Service Team.

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 Happiness Team immediately with the subject line “Urgent Order Update”, and we’ll do our best to take care of the issue.

• For Happy Returns, please print out each QR code separately, and the Happy Returns representative will be able to process each exchange/return for you. 
• Opting out of Happy Returns? Returns and exchanges must be processed separately, but you’re welcome to ship them together in one box. Just be sure to the return label from the exchange on the outside of the package so it’s routed correctly.

• All shoes purchased directly from XeroShoes.com are backed by our 24-month manufacturer’s warranty from the original purchase date. This covers any qualifying issues related to manufacturing defects.

For full details on what’s covered, 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 call: (303) 447-3100 (Mon–Fri, 8am–4pm MT).

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.

• Contiguous U.S. Customers
  – Free returns with Happy Returns!
  – No shipping fees or refund deductions.
• Want a different return method?
  – You can use our alternate UPS label instead.
  – A $9.99 fee will be deducted from your refund.
• AK, HI, or U.S. Territories
  – Refund = purchase price only
  – Original shipping not refunded
  – Return shipping isn’t free
  – If you use our return label, a $9.99 fee applies

Tip: Happy Returns is the easiest and most cost-friendly option if you’re eligible!

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.

• The fastest way to get answers is through ourSelf-Service Help Center, available 24/7, to help you with common questions and solutions.
• Still need help? You’re always welcome to reach out – Email: [email protected]