Refund Policy for Allbirdo

Last Updated: 2025.09.18

At Allbirdo, we want you to be fully satisfied with your purchase of our natural material products—including merino wool shoes, eucalyptus clothing, and flats. This Refund Policy outlines the terms and conditions for requesting and receiving refunds for orders placed through our website (www.allbirdo.com). By making a purchase, you agree to comply with the requirements and processes outlined below.

1. Eligibility for Refunds

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

  • The product(s) were purchased directly from Allbirdo (purchases from third-party retailers or resellers are subject to their respective refund policies);
  • The request is submitted within 60 days of the delivery date (we use the delivery confirmation date from our shipping partner as the reference point);
  • The product(s) are in unused, unworn, and undamaged condition (no signs of wear, stains, or alterations), with all original tags, packaging, and accessories (e.g., shoe inserts, dust bags) intact;
  • The product(s) are not part of our “final sale” category (if applicable—final sale items are clearly marked on the product page and are excluded from refunds);
  • You provide a valid order number and proof of purchase (e.g., order confirmation email) when requesting the refund.

Products that do not meet these criteria will be deemed ineligible for a refund, and we reserve the right to return the items to you at your expense.

2. How to Request a Refund

Follow these steps to initiate a refund:

  1. Submit a Return Request: Send an email to our customer service team at [email protected] with the following information:
  • Your full name and contact details (email and phone number);
  • Your 8-digit Allbirdo order number (found in your order confirmation email);
  • The name(s) and size(s) of the product(s) you wish to return for a refund;
  • The reason for the refund (e.g., “wrong size,” “change of mind,” “product defect”);
  • (Optional) Photos of the product(s) if you are reporting a defect or damage (to help us process your request faster).
  1. Receive Return Authorization: Our customer service team will review your request within 1–2 business days. If approved, we will send you a Return Authorization (RA) Number and a pre-addressed return shipping label (if the refund is due to our error—see Section 4 for details on return shipping costs). You must include the RA Number on the outside of your return package; packages without an RA Number may be delayed or rejected.
  2. Ship the Product(s) Back: Package the eligible product(s) securely to prevent damage during transit. Attach the return shipping label (if provided) and ship the package to the address specified in the RA email. We recommend using a trackable shipping method (e.g., UPS, FedEx, USPS with tracking) and retaining the tracking number—this allows you to monitor the package’s progress and helps us locate it if it is delayed or lost.

3. Refund Processing Timeline

Once we receive and inspect your returned product(s):

  • We will verify that the items meet our refund eligibility criteria (this typically takes 1–3 business days after delivery to our warehouse);
  • If approved, we will process the refund to your original payment method (e.g., credit card, debit card, PayPal) within 5–10 business days of inspection approval;
  • The refund amount will be in United States Dollars (USD) (consistent with our payment currency policy) and equal to the full purchase price of the eligible product(s) (excluding any return shipping costs you paid—see Section 4).

Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider:

  • Credit/debit cards: Most issuers take 2–5 business days to post the refund to your account (some may take up to 7 business days, especially for international cards);
  • PayPal: Refunds typically appear in your PayPal balance within 1–3 business days;
  • Other payment methods: Contact your payment provider directly for their specific refund posting timelines.

4. Return Shipping Costs

  • If the refund is due to our error: We will cover all return shipping costs. This includes cases where we shipped the wrong product (e.g., incorrect size, style, or color), the product arrived defective or damaged (not caused by transit), or there was a pricing error on your order. We will provide a pre-paid return shipping label in these instances.
  • If the refund is due to your request: You are responsible for covering the cost of shipping the product(s) back to us (e.g., change of mind, incorrect size chosen by you). We do not reimburse return shipping fees for these requests, even if your original order qualified for free global shipping.
  • Lost or damaged return packages: If the return package is lost or damaged in transit and you did not use a trackable shipping method, we will not be able to process your refund. We recommend purchasing shipping insurance for high-value items to protect against loss or damage.

5. Special Cases for Refunds

5.1 Defective or Damaged Products

If you receive a product that is defective (e.g., broken stitching, faulty zippers) or damaged (not caused by shipping) upon delivery, please contact us within 7 days of receiving the item. Include photos of the defect/damage and your order number in your email. We will either:

  • Process a full refund (including covering return shipping costs) and ask you to return the item; or
  • Send a replacement product free of charge (if the item is in stock) without requiring you to return the defective one (at our discretion).

5.2 Missing or Incorrect Items

If your order is missing an item or contains an incorrect item, contact us within 5 days of delivery. Provide your order number and a photo of the items you received (and the packaging, if possible). We will:

  • Ship the missing/incorrect item to you free of charge; or
  • Process a full refund for the missing/incorrect item (in USD) if it is out of stock.

5.3 Canceled Orders

If you cancel an order before it has shipped, we will process a full refund to your original payment method within 5–10 business days of cancellation. If the order has already shipped, you will need to follow our standard return and refund process (outlined in Sections 1–3) once you receive the item. We cannot cancel or refund orders that have already been delivered.

6. Refund Exceptions

The following scenarios are not eligible for refunds:

  • Products returned after the 60-day delivery window;
  • Used, worn, or damaged products (unless the damage is due to a manufacturing defect);
  • Products without original tags, packaging, or accessories;
  • Final sale items (clearly marked on the product page);
  • Custom or personalized items (if applicable—custom orders are non-refundable unless defective);
  • Products damaged due to improper use, care, or storage (e.g., machine-washing a hand-wash-only eucalyptus garment);
  • Orders placed through third-party platforms (e.g., Amazon, eBay) — contact the third party for their refund policies.

7. Checking Your Refund Status

To check the status of your refund:

  • Refer to the tracking number of your return package to confirm it has been delivered to our warehouse;
  • Wait 1–3 business days after delivery for us to inspect the item(s);
  • If approved, we will send you a “Refund Confirmation” email with the date the refund was processed;
  • If you do not receive the refund within the 5–10 business day processing window, contact us at [email protected] with your order number and RA number, and we will investigate.

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 updates, we will revise the “Last Updated” date at the top of this page and post the new version on our website. Your continued use of our services and purchases after the update takes effect constitutes your acceptance of the revised policy. We encourage you to review this page periodically for any changes.

9. Contact Us

If you have questions, concerns, or need assistance with a refund, please contact our customer service team:

We aim to respond to all refund-related inquiries within 1–2 business days and resolve issues as quickly as possible.