Zappos is an American online shoe and clothing retailer founded in 1999 by Nick Swinmurn and headquartered in Las Vegas, Nevada. The company was acquired by Amazon in 2009 for approximately 1.2 billion USD and operates as a subsidiary. Zappos is widely recognized for its customer service philosophy, which emphasizes a 365-day return policy and free shipping in both directions.
The retailer specializes in footwear but has expanded to carry a broad range of clothing, handbags, accessories, and eyewear. Zappos stocks over 1,000 brands including Nike, New Balance, UGG, Clarks, Cole Haan, and many others. The platform is particularly valued for its extensive size and width options in footwear, often carrying sizes and styles not readily available elsewhere.
Zappos offers free standard shipping on all orders with no minimum purchase, and all orders include a prepaid return shipping label. The company's 365-day return window is among the most generous in online retail. Customer service representatives are available 24/7 by phone, chat, and email, and the company is known for empowering its agents to resolve issues without rigid scripts.
The Zappos VIP program provides members with free expedited shipping, early access to sales, and exclusive promotions. The company also operates Zappos at Work, a corporate program providing workplace footwear and apparel to businesses.