Zappos has the cutest stuff and I have never had any problems with any of my orders until recently I chose my usual size 7.5 in a stiletto boot and it was just too small. I called Zappos to try to return or exchange it for another size, one size bigger but they didn't have stock. I was so bummed but they sent a tag to pick up the shoes and credited my account back in full so that was nice.
Then there was another pair I bought that same transaction and they fit but after one wearing the toe was scuffed up and all the white 'leather' was gone it was terrible! Zappos sent me a tag for those too and promptly sent me back another brand new pair and I didn't have to pay for shipping either!
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