FAQs
Product & Fit
Sizing varies among our shoe styles, but all of our shoes are medium width and most are full sizes only.
The Wool collection starts out a little snug and then stretches naturally, while the Tree, Canvas, and Plant Leather materials are super accommodating, but will fit similarly over time as they retain their shape.
We've found most full-size customers stick with their full size in all materials. If you're a half size, we've found most customers size up in every silhouette. If you have a wider foot and you're a half size, we'd suggest sizing up to the next full size in everything.
Our socks, undies and apparel should run true to size. There are also sizing charts on the product pages to help out!
Still not sure? We'd love to talk to you about it. Reach out to one of our fit specialists at [email protected] for some personalized advice!
Great question! If your Wool shoes are a bit snug to start, you can expect them to stretch about a quarter inch after a few weeks of wear. In contrast, your Tree, Canvas, and Plant Leather shoes will likely retain their original shape. Either way, we recommend wearing them for 1-2 weeks to break in. Pro tip: trying them with socks can also help the shoes break in more easily!
Our padded insole is made from a castor bean oil blend with a wool or tencel lining topper. This cushioned insert has very noticeable arch support compared to minimalist shoes. Everyone’s feet are different and we’ve heard from many flat-footed customers who find comfort in their Allbirds :)
The Runner style has about a 9.6mm heel-to-toe drop, which means it has a bit larger arch in comparison to the Lounger, Piper, Skipper, and Breezers, which have about a 2mm drop. Our Dashers have a 7mm drop with medium contoured arch support built in.
For customers looking to use their own inserts or orthotics, our insole is easily removable to make these adjustments. However, some customers have noticed that they do not need to use their orthotics given the level of cushion, so it's worth a try!
Not quite, but our Mizzle Collection offers a few extra-special features that make them a perfect option when the weather report is less than ideal.
The Wool Runner Mizzles, Runner-up Mizzles, Runner-up Mizzle Plus and Dasher Mizzles are all treated with a fluorine-free, water-repellent coating that helps water bead up and roll off the surface of the shoe, keeping your feet cozy and dry. Also, we've added an ultra-thin Bio TPU membrane layered between the wool upper and the interior of the shoe to prevent water seepage. The SweetFoam™ soles on the Mizzle collection have been reinforced with responsibly sourced natural rubber trackpads, for extra grip to navigate through any unexpected rainstorm or snowball fight!
In terms of our classic collections, Merino wool has a natural waxy ingredient called lanolin that creates a water-resistant coating on each fiber. The Wool shoes can definitely sustain a light rain and still keep your feet dry and insulated. Our Tree Collection is made from Tencel, which loves to absorb water. Your Tree shoes can also handle a light drizzle, but for heavy downpours, we would definitely recommend leaving them at home.
Long story short, if you're looking for an all-around rain shoe, we'd go with the Mizzles :)
Our insoles can be washed by hand, and shouldn't be washed in the machine. We find that hand-washing will help preserve the longevity of your Allbirds insoles. I sometimes think of the shoes and insoles as a wool sweater - can be washed, but over-washing can affect structure and lifespan.
For hand-washing, we typically suggest applying a small amount of gentle detergent to the top, woolen part of the insole. You can rinse the detergent off in lukewarm or cold water. To target the odor of the insoles, we recommend putting a few drops of tea tree or eucalyptus oil and a bit of gentle detergent in a bowl of lukewarm water. You can then wet the tops of the insoles with this oil and water mixture. Rinse with lukewarm or cold water.
And last, but certainly not least, be sure to let the insoles air dry!If you want to revamp the pep in your step, you can purchase a new pair of insoles here:
Women’s Insoles
Men’s Insoles
Just match your insole size to your shoe size.
If your 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.
To preserve the fluorine-free water-repellent treatment on the wool upper, we recommend hand washing the shoes in our Mizzle collection. Spot cleaning dirt with warm water and gentle soap is the best but if they need a deep clean, machine washing is still okay.
Don’t forget to air dry your shoes just like in the good ol' days—and whatever you do, avoid the dryer and bleach at all costs! For more information about shoe care, check out these instructions.
For your socks & undies, you can toss them in the washing machine and set it to cold with your favorite mild detergent. When they’re done, you can tumble dry low or air dry. Wearer’s choice. But be sure to avoid the iron, dry cleaning, and bleach to keep them looking good. Our Apparel has varying instructions based on the garment, but there's a cheat-sheet under "Care Guide" on your product's page.
If you have other questions about how to care for any Allbirds product, feel free to reach out to a product specialist at [email protected].
We regret to inform you that our insoles are currently not scheduled to restock. We encourage you to periodically check our collection, as it is frequently updated, and there is a possibility that insoles may become available in the future.
Returns & Exchanges
You can return any online purchase for a refund within 30 days of receiving the order. The item must be un-worn, in new condition as received, and with original tags/original shoe box or packaging.
Please provide proof of purchase. I.e. Receipt, online order confirmation number.
Returns/exchanges are reviewed and accepted in the country of purchase and final sale items cannot be returned or exchanged. Final Sale items include: gift cards, insoles, sock bundles, face masks, and items tagged final sale on our website and in Allbirds retail stores.
Online returns:
Please head to our Return Portal. You will need your order number (it will start with #AB) and the email address you used to place the order.
In-store purchases:
Please return in-store or email us at [email protected] and we can assist.
Once your pair(s) arrive back at our warehouse we will issue a refund or exchange based on stock availability and preference.
Please contact [email protected] and provide the following information:
- Name of the individual who gave you the gift
- Their email address
- Style, Size, Colour
- Reason for Return
You can return any online purchase for a refund within 30 days of receiving the order.
- The item must be unworn, in new condition as received, and with original tags/original shoe box or packaging
- Proof of purchase. I.e. Receipt, online order confirmation number.
- Returns are reviewed and accepted in the country of purchase.
- Final Sale items cannot be returned or exchanged. Final Sale items include: gift cards, insoles, socks, underwear including bralettes, face masks, and items tagged final sale on our website and in Allbirds retail stores. If you believe any of the above items to be faulty, please reach out directly to our team.
If your return is fly ready and purchased from online please click the button below to process your return.
If you purchased in-store, your order can be returned back to store. If you are unable to make it back to the store, please reach out to [email protected] and we can sort you out!
Once your pair(s) arrive back at our warehouse we will issue a refund. Please know we charge a flat fee of $4.00 if returning via the North Island, and $5.00 if returning via the South Island. This will be deducted from your refund upon receipt of your return. The return fee above does not apply to any exchanges, accepted warranty claims, or incorrect products received.
*Our Right to Reject Your Purchase/Return, or Cancel An Order: The sale of products and fulfillment of orders at Allbirds' stores or through our e-commerce site is contingent upon product availability and discretion in managing inventory. Allbirds explicitly reserves the right (in its sole discretion) to limit, decline, or reject any sales, returns, and orders for any reason, without being liable for any damages or costs, except for repaying any amount received from the customer in relation to such sale or order.
If you need to return or exchange an item, please visit our Allbirds Return Page to find all the necessary details and guidance on the next steps.
Make sure to use the full order number, including any hashtags, when processing your return. Our system requires the complete order reference to successfully initiate the return process.
Please note that refunds will not be processed for shoes that have been worn and are outside the return window. Allbirds previously offered a 30-day trial period; however, under a policy update, we will only accept returns on shoes that are new and unused and within the 30-day return window. In the event of a policy change affecting your return, our team will review your request. Kindly review our return policy on the return page for complete details.
We apologize for any delays in confirming the receipt of your return or processing your refund. Please be assured that once we have verified the condition of the return, and processed your return, the refund will be issued promptly. Allow up to 10 business days for the funds to be credited to your account. We appreciate your patience and understanding during this process.
If you encounter any issues with the return process or the return portal, such as an error message, please contact us at [email protected] and we'll supply you with a return label.
Should you need further support or have any queries about navigating the return steps, please do not hesitate to get in touch with our customer service team for help.
If you need to return or exchange an item, please visit our Allbirds Return Page to find all the necessary details and guidance on the next steps.
Make sure to use the full order number, including any hashtags, when processing your return. Our system requires the complete order reference to successfully initiate the return process.
Orders, Shipping & Tracking
Shipping Policy
All online orders are processed and shipped within 48 business hours. Our team will notify you if there are problems with an order. All deliveries are shipped with NZ Post and ship to all of New Zealand. If you would like more specific delivery time frames please refer to the carrier websites: https://www.nzpost.co.nz/ No deliveries will be made on weekends or holidays.
We offer a flat rate shipping fee of $4 NZD for all orders throughout New Zealand. This shipping rate covers shipping throughout New Zealand with a delivery time frame of 2-8 business days depending on your location. Order Status & Tracking We partner with NZ Post. An email confirmation will be sent for all orders once received. If you do not receive an email confirmation, please check your spam or junk mailbox before reaching out to us.
For any questions please drop us a line at [email protected]
During this busy season, please allow up to 4 business days for orders to leave the nest! We can't wait to see you stepping out in your new Allbirds!
HOLIDAY SHIPPING
To make sure your holiday treasures arrive before the big day, please place your order by:
- Wednesday, December 18th for South Island delivery
- Friday, December 20th for North Island delivery
We offer a flat rate shipping fee of $4 NZD for all orders throughout New Zealand. This shipping rate covers shipping throughout Australia with a delivery time frame of 2-8 business days depending on your location. Order Status & Tracking We partner with NZ Post. An email confirmation will be sent for all orders once received. If you do not receive an email confirmation, please check your spam or junk mailbox before reaching out to us.
For any questions please drop us a line at [email protected]
We try to fulfill orders very quickly; that said, please email us at [email protected] with your order number right away and we’ll see what we can do!
Payments & refunds
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!
At Allbirds, we work hard everyday to make premium-quality shoes that look great and feel amazing (think cashmere sweater, but for your feet!) - all while minimising our impact on the planet and cost to you. We have a limited quantity of selected colors and styles listed on our site at lower price points. We also have bigger sale events from time to time, so be sure to subscribe to our email list so you don’t miss out on promotional events!
Our eGift cards are all electronic and can be sent to you or emailed directly to the lucky recipient.
See our gift card product page here.
Company
Our goal is to reverse the environmental impact of consumption by informing people to make better, more conscious decisions for themselves as well as the planet. To us, this means making products that reflect and respect nature, while educating our fans in the process.
Our Materials: Our materials are meticulously chosen to be some of the most environmentally sustainable. We rely on gold standard certifications like ZQ for Wool through NZ Merino and Forest Stewardship Council (FSC) for Tree. We are even working to create the world's first fully Marine Stewardship Council-certified supply chain for apparel products with the launch of our TrinoXO™ material. We have more exciting products and novel natural materials in our design pipeline, so stay tuned!
Our Packaging: Our commitment to planet-friendly materials also extends to our packaging. Because we sell directly to you via our website, we designed a shoebox, a shopping bag, and a mailer all in one. Additionally, our footwear packaging is FSC Recycled Certified to be 100% recycled content, our apparel packaging is all FSC Certified and all packaging is recyclable.
Our Carbon Footprint: First, we measure the emissions of every product, from its raw materials to its end of life. This measurement is reflected in the numbers you can find on everything we make, noting the carbon footprint emitted to produce it. Next, we reduce our impact by incorporating things like natural and recycled materials. And finally, we work to support the removal of carbon emissions from the atmosphere.
End of Life: When a customer returns a pair of lightly worn Allbirds that are unable to be sold, we donate them to our partner organization Soles4Souls which distributes to those in need. We recognize circularity is an area where we can improve, and we’re hard at work thinking of solutions here.
You can read more on our Sustainability page.
We're proud of the responsible approach we take to manufacturing with minimal environmental impact. By offering a carefully curated product range, we’re able to maintain a small, tight-knit supply chain. We have only a handful of finished good factories, many of whom we’ve worked with for years. In addition, we accept third-party, mutually recognized standards, like WRAP and SMETA, to reduce audit fatigue at factories and ensure safe, lawful, human and ethical manufacturing practices.
Footwear:
South Korea - Our shoes are hand-assembled in Busan, South Korea, which at one time had the nickname of “Shoe City.”
China - Our partners work out of a China-based factory in Shenzhen, where knitting and hand-assembly takes place. This factory is WRAP certified, and they pride themselves on being one of the nation's most innovative producers.
Apparel:
North Carolina - We partnered with a manufacturing team in North Carolina who have been making world-class socks for over 100 years! Peru - Our team here offers environmental education and training programs for workers, covering topics like how to practice sustainability at work and at home.
Indonesia - We partake in the ILO Better Work Initiative, which aligns factory practices to local laws and the UN International Labor Organization's standards. The annual program includes advisory and consulting services and management training.
Vietnam - Our factory here is LEED Certified, built for energy efficiency with rainwater capture and reuse, and green space for native plants.
China - Our partner in China who knits our sweaters makes sure nothing goes to waste, recycling all excess yarn to be used again.
We're proud of the responsible approach we take to manufacturing with minimal environmental impact. By offering a carefully curated product range, we’re able to maintain a relatively small, tight-knit supply chain. We have only a handful of finished good factories, many of whom we’ve worked with for years. In addition, we accept third-party, mutually recognized standards, like WRAP and SMETA, to reduce audit fatigue at factories and ensure safe, lawful, human and ethical manufacturing practices.
To see our full list of Tier 1 (finished goods) manufacturers and subcontractors, click here. We will continue to update and expand on this list to account for additional supply chain Tiers annually.
Allbirds’s success depends on our supply network partnerships and the people who make our products. In support of this, the Allbirds Responsible Sourcing Program was developed to help identify the best partners and to protect and promote healthy and sustainable working conditions. To achieve this goal, Allbirds only sources from a select number of strategic suppliers that are willing to certify via our contracts and Supplier Code of Conduct (If you’re interested, you can read that in its entirety here). These certifications ensure workers are treated with dignity, fairness, and an elevated regard for their health and safety. We also expect full transparency of their own supply chains – providing us the names and locations of their sub-suppliers.
Beyond written commitments and prior to placing orders, Allbirds also expects supplier factories to undertake an onsite social assessment by a professional, independent, third-party social assessment firm. Social assessments ensure suppliers meet our minimum expectations with regards to working conditions as specified in the Code of Conduct. Assessments, which may or may not be announced, include confidential worker interviews, review of documentation and records, and visual inspection of safety conditions. Assessment focus is also influenced and informed by identified material, and regionally specific challenges to ensure the appropriate due diligence is undertaken.
Finally, Allbirds requires suppliers to follow-up and improve on any identified deficiencies in a realistic and timely manner, emphasizing the need for root-cause-analysis and management systems to ensure long term performance and accountability. Allbirds expects our suppliers to be open and honest with us about their successes and challenges.Learn more about our practices here.
Our prices reflect the improvements we've made in materials and craftsmanship. While we've absorbed some costs, we need to pass on a portion to maintain our high standards of sustainability and fair working practices. We invite you to visit our Sustainable Practices page for more information on our continued dedication to innovation and maintaining quality without compromise.
Promotions & Discounts
We understand the difficulties you might encounter during the checkout process when your discounts are not being applied as expected. Here are steps you can follow to try and resolve this issue:
- Clear your browser's cache: Removing cached data can often resolve discrepancies in pricing as outdated information may be causing interference.
- Switch to a desktop browser: If you are on a mobile device, sometimes switching to a desktop browser helps, as they tend to handle website functionalities more reliably.
- Use an incognito or private window: Opening a new incognito or private browser window may help as it avoids using stored cookies or cache that might be causing the issue. Simply enter our website in this mode and proceed with your purchase.
If after these steps the discount still fails to apply, check the promotional conditions or any specific codes related to the discount. It’s possible that items selected may not be eligible under the terms of the promotion or the promotional period may have ended. For further steps, please provide the code you are trying to use and confirm the products intended for purchase to help us assist you better.
Get support
- Contact usOur team is here to help Monday - Friday!