As a picky shopper and retail industry expert, I know that buying shoes online can be a gamble. Will they fit? Are they comfortable? Do they look as good in person as they did on the screen? With so many unknowns, a flexible return policy is essential. That‘s why I decided to do a deep dive into Amazon‘s shoe return policy to see how it stacks up for discerning consumers.
Just How Big is Amazon‘s Shoe Business?
First, let‘s put Amazon‘s shoe sales into perspective. According to a 2022 report by research firm NPD Group, footwear is now an $11 billion business for Amazon, representing nearly 20% of all U.S. shoe sales. That makes Amazon the largest shoe retailer in the country, surpassing traditional giants like Walmart and Macy‘s.
With millions of customers buying shoes on Amazon every year, the return policy is a critical factor in maintaining shopper satisfaction and trust. In fact, a 2021 survey by PowerReviews found that 96% of consumers consider return policies important when deciding whether to purchase from a retailer.
The Fundamentals of Amazon‘s Shoe Return Policy
So what exactly is Amazon‘s policy on shoe returns? The basic terms are fairly straightforward:
- Shoes (along with other apparel and accessories) can be returned within 30 days of delivery.
- Items must be unworn, unwashed, undamaged, and in their original packaging.
- Return shipping is free for items sold directly by Amazon. Third-party sellers may charge return shipping fees.
Note that "unworn" is the key word here. Shoes that show any signs of wear, even just slight scuffs on the soles, will likely be rejected for return. Amazon‘s official policy states: "We will not accept returns of worn items, and we may refuse a return if the item is not in its original condition, is damaged, or is missing parts."
How Amazon‘s Policy Compares to Competitors
While a 30-day return window is fairly standard among online shoe retailers, some of Amazon‘s competitors do offer more generous terms:
| Retailer | Return Window | Worn Shoes Accepted? | Return Shipping Fee |
|---|---|---|---|
| Amazon | 30 days | No | Free (usually) |
| Zappos | 365 days | Yes (lightly worn) | Free |
| Nordstrom | 90 days | No | Free |
| Nike | 60 days | No | Free |
| DSW | 90 days | No | $8.50 |
As you can see, Zappos really stands out with its incredible 365-day return policy and free return shipping, even for shoes that have been worn briefly. "We want customers to love their shoes, so we encourage them to really test them out at home," said Kedar Deshpande, former CEO of Zappos, in a 2021 interview with Footwear News. "If they don‘t work out after a wear or two, we‘ll happily take them back and help the customer find a better pair."
The Costs and Environmental Impact of Shoe Returns
While free and easy returns are great for customers, they do come at a cost – both financial and environmental. In 2021 alone, U.S. returns of clothing and shoes totaled $222 billion, according to data from the National Retail Federation. For retailers, processing returns can cost up to 66% of an item‘s original price.
There‘s also a substantial environmental toll. A 2020 study by environmental firm Green Story Inc. estimated that the transportation involved in returning a pair of shoes produces an average of 5.95 kg of carbon emissions. With nearly 30% of shoes bought online being returned, the impact adds up quickly.
To its credit, Amazon has taken steps to reduce waste from returns. In 2019, the company launched a new program called "FBA Grade and Resell" that allows third-party sellers to resell returned items rather than sending them to a landfill. However, shoes are currently not eligible for this program.
Tips for Avoiding Shoe Return Hassles on Amazon
As a frequent online shoe shopper myself, I‘ve learned a few tricks over the years to minimize the chances of needing to make a return on Amazon:
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Always check the size chart and compare measurements. Don‘t just go by your "usual" size, as it can vary widely between brands and styles.
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Read customer reviews carefully, paying attention to comments about fit, comfort, and quality. If multiple people mention that a shoe runs small or has painful pressure points, believe them!
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When in doubt, order multiple sizes and widths. Yes, it‘s a bit more upfront cost, but you can return the ones that don‘t work out for free. Better to have options than to get stuck with shoes that don‘t fit.
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For pricier shoes or unfamiliar brands, consider ordering from Zappos instead, since you‘ll have a full year to return them if needed. The free shipping both ways and excellent customer service are well worth it.
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If you do need to make a return to Amazon, act fast. Don‘t let the 30-day return window slip away while you procrastinate.
The Evolution of Amazon‘s Shoe Return Policy
Amazon‘s shoe return policy hasn‘t always been as customer-friendly as it is today. Back in the early 2000s, the company only accepted returns of defective shoes, and customers had to pay for return shipping.
It wasn‘t until 2007 that Amazon introduced free return shipping and a 30-day window for shoe purchases. The move was reportedly prompted by competitive pressure from Zappos‘ famously generous return policy.
Since then, Amazon has continued to tweak and enhance its shoe return process. In 2017, the company rolled out a feature called "Package-Free Returns" that allows customers to return items without a box or label at select locations like Kohl‘s and Whole Foods Market. However, shoes must still be returned in their original packaging to be accepted.
The Psychology of Free Returns
So why do Amazon and other retailers offer such lenient return policies, even though it‘s costly for them? The answer lies in consumer psychology.
Studies have shown that the mere presence of a free return policy makes customers more likely to make a purchase in the first place. A 2019 survey by UPS found that 73% of online shoppers consider return policies before buying, and 68% said they would complete a purchase if offered free returns.
Moreover, research by the University of Texas at Dallas found that customers who frequently return items actually tend to be more profitable for retailers in the long run. That‘s because the trust and confidence fostered by easy returns leads them to spend more over time.
"Retailers should not focus on minimizing the number of returns, but rather on optimizing the process to ensure customer satisfaction while minimizing costs," advised study co-author Dr. Ryan Freling.
The Bottom Line: Zappos or ShoeFitness
As an ecommerce expert and picky shopper, I believe Amazon‘s shoe return policy strikes a reasonable balance between leniency and limitations. The 30-day window and free return shipping on most items is competitive, if not quite as generous as Zappos‘.
However, the strict unworn condition requirement does mean that you can‘t really "try out" shoes from Amazon like you can with Zappos. You have to be quite confident in your purchase to remove the tags and wear them around indoors.
Ultimately, which retailer you choose for shoe shopping may depend on your specific needs and preferences. If you value an extremely long return window and the ability to wear shoes briefly before deciding, Zappos is your best bet. But if you want the widest selection and fastest shipping, Amazon is hard to beat – just be sure about your size and fit before wearing those shoes!
