More Return and Exchange InformationUpdated a month ago
Looking for the full details on returns and exchanges? Visit our Returns & Exchanges page for the complete policy, fees, and how to start a return. Below are answers to a few situations that don’t fit the standard process, including gift returns.
Returning or exchanging a gift
Received Xero Shoes as a gift and need a different size, color, or style? You can start a gift return yourself through our Returns and Exchange Center, and if anything gets in the way, we’re happy to sort it out for you.
Start a gift return online
You’ll need the order number, the email address on the order, and the shipping postal code. All three are on the packing slip that came in the box. Then:
- Go to the Returns and Exchange Center and choose Start gift return.
- Enter the order number, the email address on the order, and the postal code to verify.
- Tell us who gave you the gift and which product you’re returning.
- Choose how you’d like it resolved: an exchange for a different size or color, or a refund to store credit.
- Enter your own address and contact details so the exchange ships to you, not the gift giver.
Gift exchanges are free. Refunds on gifts are issued as store credit rather than to the original payment method, so the gift giver isn’t involved.
Don’t have the packing slip or order details?
You can still start the return online. In the Returns and Exchange Center, choose Start gift return, then select Don’t have your order information? You’ll be asked for:
- Who gave you the gift (their name or email address)
- Which product you’re returning
- Whether you’d like an exchange or store credit, and what you’d like instead
- Your address and how to reach you
That request comes straight to our team. We’ll locate the order and follow up with your next steps, so there’s no need to contact us separately.
A few things that come up, especially around the holidays
- The gift was purchased more than 30 days ago. Our standard window is 30 days from delivery, and holiday gifts are often bought well before they’re opened. Contact us and we’ll take a look.
- The gift was bought at a store, REI, Amazon, or Second Step. Returns for those purchases go through the seller’s own policy, so please contact them directly.
- The gift was a Final Sale item. Final Sale items can’t be returned or exchanged, but reach out and we’ll help you figure out the best option.
- The gift was a gift card or e-gift card. Gift cards can’t be returned or refunded, but they don’t expire, so there’s no rush to use them.
- The order was placed under a different name or shipped somewhere else first. Give us whatever details you have and we’ll try out best to track it down.
- You want a different style, not just a size or color. Place your new order first, then contact us with both order numbers and we’ll waive the return fee on the original.
Good to know
- Refund timing. Once your return is approved, refunds typically appear on your account within 7 business days.
- Exchange timing. Your replacement ships as soon as the carrier scans your return package, not when it arrives at our warehouse. Exchange orders usually arrive within 12 business days, occasionally longer during and after sales.
- Wrong or damaged item? These are always free. For a wrong item, start an exchange in the portal and choose “Incorrect item” as the reason; we’ll prioritize shipping the right one. Manufacturing defects are covered by our 6-month Manufacturing Warranty.
- Returning more than one item? The return fee is charged once per return, not per item.
- Returning and exchanging from the same order? Submit them as separate requests, but you can ship them back in one box using the exchange’s return label. For Happy Returns, bring each QR code.
- Need the exchange sent to a different address? Use the gift exchange option in the portal and enter the new address.
- Store credit. Refunds to store credit are nonrefundable and can be used on XeroShoes.com.
- Original shipping charges, including paid upgrades like Express, and Colorado retail delivery fees are non-refundable.
- Need to change or cancel an order? We ship fast, so contact us right away. We generally are able to cancel the order within 30 minutes of placing it, if you are outside of this window please know we will try our best to help with your request.
- Returning at our Denver store, a lost return package, or loyalty points on a refund? Contact us and we’ll sort it out for you.
Bought a gift and want to make it easy on them?
Leave the packing slip in the box, or send the recipient the order number. That’s all they’ll need to start an exchange on their own.
Still have questions?
Contact Us or call 303-447-3100 or 1-800-499-8880, Monday through Friday, 8:00 AM to 4:00 PM Mountain Time. We’re glad to help.