Refund Policy of Allbirdr

Last Updated: 2025.09.18

At Allbirdr (“we,” “us,” or “our”), we want you to be fully satisfied with your purchase of our products—including shoes, flats, and clothing crafted from natural materials like merino wool and eucalyptus. This Refund Policy outlines the terms, conditions, and process for requesting a refund, ensuring transparency and clarity for all our customers. By placing an order with us, you agree to comply with the provisions of this policy, as well as our Terms of Purchase and Privacy Policy.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:

Timeframe: The request for a refund must be initiated within 60 days of the delivery date of your order. We cannot process refund requests received after this 60-day window.
Product Condition: The product(s) being returned must be in unused, unworn, and undamaged condition, with all original tags, packaging, and accessories (e.g., shoe inserts, dust bags) intact. Products that show signs of wear, damage, or alteration (e.g., cut tags, stained fabric) will not be eligible for a refund.
Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in your order confirmation or shipping confirmation email) or a copy of your receipt.
Original Payment Method: Refunds will only be issued to the original payment method used to place the order (e.g., credit/debit card, PayPal). We cannot issue refunds to alternative payment methods unless required by law.

2. Exceptions to Refund Eligibility

The following scenarios are not eligible for refunds, unless the issue is due to our error:

Custom or personalized products (if applicable in the future);
Products damaged due to improper use, negligence, or accidental damage after delivery;
Products returned without prior approval (see Section 3 for how to initiate a return);
Orders where the 60-day return window has expired;
Free promotional items included with your purchase (these may be required to be returned alongside the paid product to qualify for a full refund).

3. How to Request a Refund

Follow these steps to initiate a refund request:

Step 1: Submit a Return Request

Contact our customer support team at [email protected] with the following information:

Your full name (as it appears on the order);
Your order number;
The name and size of the product(s) you wish to return for a refund;
A brief explanation of why you are requesting a refund (e.g., “product doesn’t fit,” “changed mind”);
(Optional) Photos of the product (if the item is defective or incorrect, to help us resolve the issue faster).

We will review your request within 1–2 business days and respond with a pre-paid return shipping label (consistent with our global free shipping policy) and detailed instructions for packaging and sending the product(s) back to our warehouse.

Step 2: Ship the Returned Product(s)

Package the eligible product(s) securely (using the original packaging if possible) and attach the pre-paid return label provided by our team. Ship the package within 7 days of receiving the return label—delays beyond this 7-day period may result in your refund request being denied, as it may push the return beyond the 60-day delivery window.

We recommend retaining the tracking number for the return shipment, as it allows you to monitor the delivery status and serves as proof of return in case of shipping issues.

Step 3: Our Inspection and Refund Processing

Once we receive your returned package at our warehouse, our team will inspect the product(s) to verify they meet the refund eligibility criteria (Section 1). This inspection typically takes 2–3 business days.

If the product(s) pass inspection: We will initiate the refund to your original payment method within 1 business day of approval.
If the product(s) fail inspection: We will notify you via email (to the address associated with your order) explaining why the refund was denied, and we will arrange to ship the product(s) back to you at no additional cost.

4. Refund Timing and Currency

Processing Time: After we initiate the refund, it typically takes 5–10 business days for the funds to appear in your account. This timeline may vary slightly depending on your payment provider’s processing policies (e.g., some banks take longer to post refunds than credit card issuers).
Currency: All refunds are issued in United States Dollars (USD)—the same currency used for the original purchase. If your payment method uses a different currency, your bank or payment provider may apply a currency conversion rate, which is beyond our control.
No Deductions: We do not deduct any fees from your refund amount. The full purchase price of the eligible product(s) will be refunded, and we cover all return shipping costs (via the pre-paid label) as part of our global free shipping commitment.

5. Refunds for Defective or Incorrect Products

If you receive a product that is defective (e.g., broken stitching, faulty zippers) or incorrect (e.g., wrong size, wrong color, or not the product you ordered), please contact us at [email protected] immediately—preferably within 7 days of delivery. We will:

Arrange for a free return of the defective/incorrect product (using a pre-paid label);
Either issue a full refund to your original payment method (processed within 5–10 business days after we receive the product) or send a replacement product (at no additional cost to you), whichever you prefer.

To expedite the process, please include photos of the defective/incorrect product and its packaging in your initial email—this helps us confirm the issue without delay.

6. Canceled Orders and Refunds

If you need to cancel an order before it has been shipped, contact us at [email protected] as soon as possible with your order number. We will cancel the order and initiate a full refund if the order has not yet left our warehouse (typically within 1–3 business days of order placement). Once the order has been shipped, you will need to follow the standard return and refund process outlined in Sections 1–4.

If we cancel an order (e.g., due to insufficient stock, pricing errors, or suspected fraud), we will notify you via email and issue a full refund to your original payment method within 1–2 business days of cancellation.

7. How to Check Refund Status

If you have submitted a refund request and want to check its status, you can:

Email Us: Contact our customer support team at [email protected] with your order number and the date you initiated the return—we will provide an update on whether the return has been received, inspected, or the refund has been processed.
Track the Return Shipment: Use the tracking number provided with your pre-paid return label to monitor when the package arrives at our warehouse. Once delivered, allow 2–3 business days for inspection and refund initiation.
Check Your Payment Account: After we initiate the refund, you can check your bank or payment provider statement for the credited amount (allow 5–10 business days for this to appear).

8. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or customer feedback. When we make changes:

We will update the “Last Updated” date at the top of this policy;
We will post the revised version on our website;
For significant changes (e.g., adjustments to the 60-day return window or refund processing times), we may also notify you via email (if you have an account with us) or a pop-up notice on our site.

Your continued use of our services and purchases after the updated policy takes effect constitutes your acceptance of the changes. We encourage you to review this policy periodically.

9. Contact Us

If you have any questions, concerns, or issues related to this Refund Policy, or if you need assistance with a refund request, please contact our customer support team at:

Email: [email protected]

We aim to respond to all inquiries within 1–2 business days and work to resolve any refund-related issues promptly.