Returns & Exchanges

Easy returns and exchanges with Redo (opt in at checkout)

Need a different size or changed your mind? Start your return or exchange online in just a few steps. Choose an exchange, store credit, or refund where eligible, then follow the return instructions provided.

You can return any item you’ve purchased directly from xeros.com.au as long as it is unworn, unwashed, and in the original packaging with tags attached. This may be returned for a refund or exchange for any reason within 30 days from the ship date.

To start a return, click HERE.

Redo is an opt in system to process returns exchanges for one small fee at checkout. For $4.68 you'll pay no further return postage fees for any return or exchange required on your order.

If you opt out of using Redo at checkout (by unchecking the tick) you'll need to pay postage for returns or exchanges back to Xero Shoes Australia for processing.

How Redo Returns Work

• Self-Service Portal: Simply enter your order details to select items and reasons.
• Free vs. Paid Labels: Shipping labels cost $0 if Redo was selected at checkout, or a set postage fee otherwise.
• Refund or Credit: Options include original payment refund, store credit, or an exchange.

We know that it can be tricky to get the right size – that is why we offer:

• REDO Exchanges and Returns on all Australian orders
• If you aren’t sure about the fit of your shoes or sandals or experience other issues, contact our support@xeros.com.au so we can help! 

1. Simply click START HERE to start a return and follow the steps provided.
2. Enter your order number or email address 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.

• Purchased from Xeros.com.au or our Alexandria Storefront
• Brand new, undamaged, and unaltered
• Within 30 days of purchase
• In original packaging (shoebox or sandal bag)

• Store Credit or Gift Certificates
• Visibly worn shoes, boots, sandals, and accessories
• Altered shoes, boots, sandals, and accessories
• For our Alexandria Storefront customers: Scratch and Dent shoes, boots, sandals, and accessories
• Retail Delivery Fees (If the package was shipped to Alexandria)
• Clearance Items Marked as Final Sale

We are pleased to offer free Australian domestic exchanges for a style/item if you need to change the size or colour.

1. Visit our Returns and Exchange Center. To start a return follow the steps provided.
2. Enter your order number or email address 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.

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

• For REDO Returns, please print out each QR code separately, and the team will be able to process each exchange/return for you. 
• Opting out of REDO 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 processed correctly.

• All shoes purchased directly from Xeros.com.au are backed by our 6-month manufacturer’s warranty from the original purchase date. This covers any qualifying issues related to manufacturing or materials defects.

For full details on what’s covered, visit our Warranty Page.

We sincerely apologise if you received the wrong item with your order! You can request the correct item from our Return and Exchange Centre, simply select the missing item as the exchange item and choose “Incorrect item” as the reason. Once we receive the return tracking, we’ll prioritise shipping the correct item to you.

If you need further assistance, please email the Customer Service Team at support@xeros.com.au or call: +61 02 8339 0965 (Mon–Fri, 10am–4.30pm).

If you received a Xero Shoes product as a gift and need to return or exchange it:

1. Visit our Returns and Exchange Centre.
2. Enter the order number and email address or shipping post 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.

• Refund to the original payment method.
• Refund to nonrefundable store credit.

Domestic: You will receive a full refund for the purchase price of the returned item(s). Keep in mind: Retail delivery fees, where applicable, are not refundable.

• If you use our $4.68 REDO prepaid return label, that fee will be deducted from your refund.
• Original shipping costs are non-refundable, including paid upgrades like Express.
• REDO Returns is free and available only for eligible Australian domestic returns.

International: You will receive a full refund for the purchase price. Please note that the original and return shipping costs are non-refundable.

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 Alexandria Xero Showroom.
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 

The time it takes to receive a credit to your account can vary widely depending on our and your bank and the method of payment.

Typically, refunds can take up to 7 business days to appear back on your account.

Your new exchange order will arrive within 7-12 business days. Occasionally, especially during and after sales events, we might need additional days to process your exchange.

Yes! You can process a return or exchange through the Returns and Exchange Centre. You will need to return your items through a local Post Office. Follow the instructions given in the Returns and Exchange Centre.

Please note that for international returns, the original shipping costs are not refundable. 

• The fastest way to get answers is through our Contact page, available 24/7, to help you with common questions and solutions.
• Still need help? You’re always welcome to reach out – Email: support@xeros.com.au