How can we help?

Give us a call: 0800 467 042

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FAQ

Products and Fit

How do your shoes fit?

Sizing varies among our styles, so we recommend checking out our Fit Finder page to help determine your perfect fit. Still not sure? We'd love to talk to you about it! Reach out to one of our fit specialists at help@allbirds.com for some personalized advice!

Do you offer half sizes?

Our shoes come in whole sizes only. That said, the natural materials we use are super accommodating, so sizing up or down to find the perfect pair is simple! For a more detailed look at what size you may be, check out our Fit Finder. For EU/UK sizes, there's a conversion chart right below the Fit Finder tool!

In the unlikely event your Allbirds don't fit to your liking, you can return them for free within 30 days.

How do I wash my Allbirds?

If your Wool or Tree shoes start to feel a little less than fresh, throw them in the washing machine on the wool or gentle cycle. But first, be sure to remove the insoles and laces. For the best results, use your favorite gentle detergent and a delicates bag. For Sugar Zeffers, a quick rinse should do the trick!

Don’t forget to air dry your Allbirds just like in the good ol' days—and whatever you do, avoid the dryer at all costs!

I have a wide foot; will Allbirds fit well?

Our shoes are all medium width. But even if your feet tend to run a little wider, you might be pleasantly surprised at how well our materials fit! That said, our size suggestion can differ, so be sure to check out our Fit Finder for your personalized fit recommendation.

Just a note, we have numerous wide-footed customers who are quite happy with the fit, including our co-founder Tim!

Will you ever have more sizes?

We have expanded the size range offered in our Classic colors to include women’s 5 and men’s 14. Our shoes all have a unisex fit, so women with larger feet and men with smaller feet have even more options to choose from.

Our women’s sizes run about 1.5 sizes shorter than our men’s sizes. For example, if you’re a women’s 11.5, the men’s 10 should be a perfect fit.

For men: If you typically wear a men’s 7, you can try the women’s 9.

If you run smaller than a women’s 5 or larger than a men’s 14 and want to be able to treat your feet, let us know at help@allbirds.com. We always love to hear from you!

When will you release new colors?

Our Limited Edition colors receive a refresh multiple times per year. To ensure you're always in the loop when new colors are in the mix, sign up for our mailing list and be the first to know as soon as they come out!

Can I buy additional laces?

You sure can, laces for our Runner styles are available right here!

Can I remove an Allbirds insole?

Absolutely. If your feet have special requirements, replace our insoles with your orthotics. And if you're feeling extra generous, give the gift of our super soft merino wool insoles to a friend who shares your foot size.

What’s up with the box?

Since we sell directly to you via our website, we designed a box that's a shoebox, shopping bag, and mailer all in one. It's made of 90% post-consumer-recycled cardboard, and is 100% recyclable. Plus, as an added bonus, we think it’s pretty good looking.

The pair I want is sold out!

Our Limited Edition colors are made in small batches but refreshed seasonally, so not to worry - we always have something new in the pipeline! If it’s a Classic style that caught your eye, sit tight - we’ll replenish those! You can find out when the pair you’re looking for will be back in stock by selecting your size and color preference.

Sign up for our sparingly sent email updates and you'll be among the first to know when we release new colors.

Orders and Shipping

What is the status of my order?

Once your order is on its way, you'll receive a shipping notification via email. But if you're having trouble tracking your order, don't hesitate to drop us a line via email at help@allbirds.com.

What if I want to change or cancel my order?

We try to fulfill orders very quickly; that said, please email us at help@allbirds.com and we’ll find a good solution. If you’re just getting cold feet, hang on until you can give them a try–we think you’ll love them and if you don’t, you can always send them back for free within 30 days of purchase.

Where else can I buy Allbirds?

We are only online at the moment, but our 30-day no-questions-asked trial period allows you to try the shoes out in the comfort of your own home. If for any reason you are not satisfied with your shoes, you can easily send the pair back for a refund with your pre-paid return label and repurchase the pair you'd like as a new order on our website.

How much is shipping?

We offer free shipping on all orders over $80 (NZ) as well as free returns within our 30-day return policy.

Where do you ship?

We currently ship to the US, New Zealand, Australia and Canada. We are hoping to expand to other regions and countries in the future. In the meantime, perhaps this is the perfect excuse for a stateside visit or a vacation down under.

What are your shipping methods and how long do they take?

All orders are shipped during business days via Courier Post from our distribution center in Auckland. Orders placed after 12pm on Friday and through the weekend will be dispatched Monday morning.

Gift Cards

Will the gift card ever expire?

Nope, our gift cards are good for all of eternity! The code only expires once the full amount of the gift card has been used.

Are gift cards transferrable?

Yup, we're all about sharing the love! The only thing you need to transfer your gift card is the gift card code, which can be found on your gift card page.

Can I return a gift card?

Our gift cards are non-refundable, but they are transferrable. If for some reason you don’t love your new Allbirds after 30 days, we’ll gladly take them back and give you a full refund on the gift card—no questions asked.

Can I choose my gift card denomination?

Right now, we offer gift cards for one pair of Allbirds ($160), a pair of Smallbirds ($90), a pair of Allbirds with a pair of Smallbirds ($250), or a pair of Sugar Zeffers with the extra straps ($85). You can apply your gift card code towards any Allbirds order.

Does the gift card amount include shipping costs for each pair?

We cover free ground shipping on all orders over $80.

How can I check my gift card balance?

The gift card page that displays your code will always show your current gift card balance. You can access the gift card page by clicking on the "View Your Gift Card" button within the email. You can also email help@allbirds.com with your unique gift card code and we can look up the balance for you.

Returns and Exchanges

What is your return policy?

We offer a 30-day trial period. If you're not sold by day 30, you can return your shoes for free with no questions asked, even if you've worn them out in the wild.

Please note that accessories are not eligible for returns or exchanges.

How do I make a return or exchange?

Your order will arrive with a pre-paid return label. You can either drop off your shoes (in the original or any box) at your local Post Office, or call 0800 COURIER (0800 2687437). If you'd like to make an exchange , please return your current item for a refund, and re-order the new size/colour online at any point during the process! We are unable to send out direct exchanges.

How do I make a gift exchange?

Drop us a line at help@allbirds.com. The more information you provide about the gift giver, the better! Once we know the order number and customer information from the original order, we can request that a pre-paid return label be sent your way.

Please provide the size and color of the new pair you'd like for the exchange. Let us know the best shipping address and we can send the new pair to you directly.

What do you do with used shoes that are returned?

We never re-sell shoes that have been scuffed or worn outside, no matter how lightly. Instead, we've partnered with Soles4Souls, and we donate gently used shoes to them for distribution to people and communities in need.

When can I expect my refund?

Hang tight, it can take our warehouse up to two weeks to receive and process your return. We'll be sure to send a refund notification email as soon as we've issued your refund.

Company

How are your sheep treated?

We’re dedicated to sourcing the finest merino wool. We work with leading organizations like ZQ Merino to ensure our wool is held to high standards of farming, land management, and animal welfare. Unlike many sheep farms, all of our farmers are prohibited from using the harmful practice of mulesing. Visit the ZQ Merino website for more info.

Where do your trees come from?

Our tree fiber—TENCEL™ Lyocell—is sourced from South African forests that minimize fertilizer and rely on rainfall, not irrigation. We're proud to say that these forests (and our entire Tree product supply chain) are Forest Stewardship Council® certified, the gold standard in responsible forest management. FSC® ensures that we're not only protecting forests, but the people, wildlife, and ecosystems that depend on them.

Specifically, FSC prohibits deforestation and limits clear cut size, mimicking the disturbance that would naturally occur in any healthy forest. In other words, no forests were harmed in the making of our shoes.

Read more about our commitment to sustainable forestry here.

Where are Allbirds products made?

We're proud of the responsible approach we take to manufacturing with minimal environmental impact.

Our proprietary merino fabric used in our Wool collection was crafted in one of the world’s finest textile mills outside of Milan, Italy. It's an incredible factory that produces textiles of unrivaled quality, and the only wool mill in Europe certified by the European Commission for environmental sustainability. After the textile is crafted, it's hand assembled at our factory in South Korea.

For our Tree collection, we use a fiber which is crafted by Lenzing, a premier fiber producer based in Austria who received the European Award for the Environment award from the EU for their sustainable manufacturing. Our China-based factory where knitting and assembly takes place is WRAP certified, and they pride themselves on being one of the nation's most innovative apparel producers.

Our Sugar Zeffers feature our newest material innovation, SweetFoam™. It is the world’s first outsole created with carbon-negative, sugarcane-based material - green EVA. The sugarcane is grown and processed in Brazil, and its byproducts are used to power the mill and fertilize the fields. Your Sugar Zeffers are then assembled and packaged at our factory in South Korea.

What’s with the name?

New Zealand is the homeland of Tim, one of our co-founders. It's an island a bit smaller than California, and it's positioned about 1,300 miles from the east coast of Australia. So yeah, it’s pretty far away. We named the company Allbirds because it's so remote, in fact, that when man first arrived, there were all birds, no mammals. The “Allbirds” name is a nod to our belief that we need to adopt a more thoughtful approach to the way we live.

How do you think about designing shoes?

The shoe industry prioritizes profit over principles (and comfort). We let form follow function, removing unnecessary stitches, colorful branding, and unwanted shoe-tech. We strive to make beautiful shoes using considered design—meaning every raw material is thoughtfully chosen for its unique properties, sustainability, and its end of life. For more information on our commitment to sustainability, please visit Our Materials page.

What’s your favorite sheep joke?

Q: What do you call a sheep covered in chocolate?
A: A Candy Baa.

What's your favorite tree joke?

Q: How do trees access the internet?
A: They log on.

Smallbirds

Laces for little kids’ shoes? You gotta be kidding me!

Don’t worry - we’ve included an elastic band under the tongue to make sure they’re easy to slip on but won’t easily slip off. Plus every pair of Smallbirds comes with a second set of sparkly laces in the box.

What about bigger kids?

Baby steps! Smallbirds are currently only available in 5T-10T in limited quantities. We wanted to see how much people like them before expanding our offering, so let us know what you think.

What about other Smallbirds styles?

Hopefully in the future! Sign up for our email list to make sure you and your little ones know what’s coming next.

Do you have Smallbirds Gift Cards?

Sure do! Even if you purchase or receive a Smallbirds Gift Card, the $90 credit can be applied toward any purchase on the Allbirds website or in-store.

What ages can wear Smallbirds?

Toddler shoe sizes don’t necessarily match their age. Not sure of their size? Check out our printable Fit Guide to find the best fit for your little one.

Are these washable?

Smallbirds are ready for adventure and a breeze to clean in the washing machine. Wash them on the wool or gentle cycle, and air dry.

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