Frequently Asked Questions
I want to return my purchase! What do I do?
English සිංහල (Sinhala)
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. Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund.
The easiest way for you to return the merchandise is to get a pre-paid label by logging in at Zappos.com
- Go to the website and click on My Account in the upper right hand corner.
- Log in to your account using your email address and password.
- Click on the order number of the merchandise you wish to return.
- Check the box to the left of the item(s) you wish to return and click on the Return Checked Item box.
- Choose to have the label displayed for immediate printing or emailed if you are unable to print immediately. Then click ‘Return Item(s)’ at the bottom of the page.
- The next page will feature a picture of the item and a barcode.
- If you do not have the original packaging, please return by placing a copy of the return confirmation with merchandise inside of a plastic bag and place inside the shipping box.
- On this page is where you can view for immediate printing. To display your label, click the orange link in the middle of the page that says “Click here to view your return label.”
- Now just print it and tape it to your shipping box with clear packing tape. Tada!
If you would rather receive your label via email, instead of selecting the option to print the label, select the option to have a label emailed to you. If for any reason you are unable to print out a label, we would be happy to have the label mailed out to you. Simply let us know by email, live chat, or phone and we will gladly send it to you right away. Please note that if you choose to have the label send to you by USPS “snail mail”, it may take 7-10 days for it to arrive.
Make sure the merchandise is in its original packaging, (e.g., shoebox), and place it in a shipping box. Attach the label to the sealed box. Be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes.
You may drop off your return at any authorized UPS shipping location, but please do not drop your return off at a drop box. To find the nearest authorized shipping location, please visit www.ups.com.
For the vast majority of returns, it takes about 5-10 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund. If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is applied for it to post to your account.
Rewards Members—WE’VE GOT GOOD NEWS! Gold, Platinum, and Elite Zappos Rewards members enjoy instant refunds! From the first scan at UPS—we’ll issue your refund, so you can skip the 5-10 Business Days.
I would like to return a gift that was sent to me. How do I do that?
English සිංහල (Sinhala)
Zappos.com is very sorry that your gift did not work for you. Please call the Zappos Customer Loyalty Team at 1-800-927-7671 for assistance returning the item. They will need some information in order to pull up the account that the gift was purchased on. You will have to provide their phone number, first and last name, or email address. Any gift item being returned will be refunded to the original purchaser’s method of payment. However, we would be happy to assist you with a gift return. When a gift return is processed, we will provide you with a return label to send the item back. Once we have received the item and processed the return, we will issue a gift certificate to your account. Please call the Zappos Customer Loyalty Team at 1-800-927-7671 for assistance.
Can I exchange my order instead of returning it?
English සිංහල (Sinhala)
As a Zappos.com customer you have the option of exchanging an eligible order instead of returning it for a refund. The funds from the original order will be transferred to an e-Gift Card when the exchange is processed. If the exchange order is returned, we will issue the refund back to an e-Gift Card for the full amount (minus shipping). An exchange also requires the original order to be returned to Zappos within 14 days. If we do not receive the original order within 14 days, the credit card on file will be charged the full amount of the replacement order. Please give us a call, chat, or email, and we will gladly share more details on how to process an exchange. Our Customer Loyalty Team is available 24/7 and more than happy to help!