How can we help?

Give us a call: +44 808 164 8595

FAQ

Products and Fit

How do your shoes fit?

Sizing varies among our styles, so we recommend checking out our Sizing Guide 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.co.uk for some personalized advice.

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 - those need to be hand washed separately. For the best results, use your favorite gentle detergent and a delicates bag.

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 Sizing Guide 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've expanded the size range offered to include women’s 2.5 and men’s 13. Our shoes all have a unisex fit, so women with larger feet and men with smaller feet have even more options to choose from. For more on this, check out our Sizing Guide or send us a note to help@allbirds.co.uk.

If you run smaller than a women’s 2.5 or larger than a men’s 13 and want to be able to treat your feet, let us know at help@allbirds.co.uk. We always love hearing from you!

Can I wear my Allbirds in the rain?

None of our shoes is fully waterproof. That said, rainwater won't damage them. Our materials do tend to behave differently when they get a little wet—allow us to explain.

Our Wool material has a natural waxy ingredient called lanolin that creates a water-resistant coating on each fibre, so they 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.

When will you release new colours?

Our Limited Edition colours receive a refresh multiple times per year. To ensure you're always in the loop when new colours 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 colours 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 colours.

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 at help@allbirds.co.uk.

We only ship on business days, so orders placed on Friday after 12:30pm BST or over the weekend will ship out on Monday morning. All orders take 2-3 business days to arrive.

What if I want to change or cancel my order?

We try to fulfill orders very quickly; that said, please give us a call at +44 808 164 8595 (Monday-Friday, 9am-5pm BST) or send an email to help@allbirds.co.uk, 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’re sold online and at our retail store in London! Check out our location and store hours here.

How much is shipping?

We offer free shipping, returns and exchanges in the US, New Zealand, Australia, Canada, and the UK.

Where do you ship?

We currently ship to the US, New Zealand, Australia, Canada, and the UK. We're hoping to expand to other countries in the future, so be sure to add your vote for what country we should head to next here!

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

All orders are sent via DPD. If you select our standard shipping, you can expect your shoes to be delivered within 2-3 business days of their ship date. We also have an express option, and if you opt for it, your order will be delivered in 1 business day if it's placed before 12:30 pm.

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?

For now, the only gift card we offer is for one pair of Allbirds, and it is £95 GBP incl. VAT. The balance on the gift card can be put towards any order, and you can purchase one here.

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

We always cover free standard shipping with each order of Allbirds and the tax is always included.

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 may also email help@allbirds.co.uk 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. You can either swap your shoes out for an exchange or full refund at one of our retail locations, or through our online store within thirty (30) days. All refunds and exchanges must be made in the same country as the original purchase.

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

How do I make a return or exchange?

It's simple: just click here to initiate your free return or exchange. Make sure you have your order number and your postcode. If you don’t know your order number, one tip is to try searching for “Confirmation For Order” in your email inbox.

If you need your exchange pair sooner rather than later, we suggest requesting a refund and ordering the next pair separately. This is also a great option if the colour you're interested in is Limited Edition. Once a Limited Edition colour is sold out, it's gone for good, so be sure to get it while you can!

How do I make a gift exchange?

Drop us a line at help@allbirds.co.uk. 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 colour 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.

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 Runners and Loungers 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.

We also use a proprietary fiber in our Tree Runners and Skippers, 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.

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 2,000 kilometers 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 favourite sheep joke?

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

What's your favourite tree joke?

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

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