Find out more about our returns and exchange policies.
As we work towards improving your customer journey for Xero Shoes UK Customers, please follow this guide for all customer service enquiries:
If you have a query regarding orders placed before 4th August, please Email: support@xeroshoes.co.uk
For all orders from 4th August onwards and all customer enquiries, please continue with the guide below.
Our change of mind policy applies in addition to, and does not affect your statutory rights. Xero Shoes UK has a strict Customer Return Policy and Procedure to ensure that each item is dealt with quickly and professionally.
- Items purchased online must be returned via the online return portal HERE.
- Items purchased from a Xero UK authorised partner, must be returned to the store of purchase.
We will allow a change of mind return for refund or exchange, provided that the item in question is:
- An item purchased at xeroshoes.co.uk
- Returned within 30 days of purchase
- In original purchased condition with tags attached
- In original & undamaged packaging
- Has not been worn or cleaned
- Not damaged in any way
For your items to be accepted for return they must not have been worn outside or marked during trying on, and be within 30 days of your original order date.
To complete your return request please follow the following steps:
1. Visit Xero Shoes UK Returns and enter the order number and your postcode from your order confirmation email. This will have been sent to the email address used to make the purchase.
2. Select the return reason, and whether you are exchanging your item or returning for credit or a refund. Then click to proceed and generate your shipping label. Enclose your original Dispatch Note within your parcel.
3. You can either print out the label at home or use the QR code at the local Post Office where they can print for you. Use the packaging your Xero Shoes came in, be sure to cover the original delivery label.
Please do not use the retail box alone to return your item, this can get damaged in transit.
Be sure to keep your receipt for shipping until your return has been processed.
Only original condition Xero Shoes can be returned! If you’ve worn your Xero Shoes outside, they’re not in original condition and should not be returned.
Please ensure tags are still intact and that the items are unworn, unwashed/ cleaned, undamaged, and undeniably in original condition, so we can give you your full refund. Items that are clearly dirty, stained, smelly, covered in pet hair, washed, and/or have obviously been used do not fall under this return policy. Items received in this condition will be returned to you without further processing.
Once your return has been completed, you will receive a confirmation email from us. Where item/s have been returned for store credit, a separate email will be sent with details needed to use.
Questions?
Email us at hello@xeroshoes.co.uk or send us a message via the chat function, just click on the chat button.