Size exchanges are one of the most common post-purchase requests for apparel and footwear retailers. This template captures the current size, the requested size, item condition, and the customer's preferred exchange method — everything your fulfillment team needs to process the swap without sending a single follow-up email. Faster exchanges mean happier customers and fewer chargebacks.
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Sizing exchanges are a fact of life for any apparel or footwear retailer. Even with detailed size charts, fit varies by brand, style, and body shape — and customers who can't easily exchange an item that doesn't fit will simply not buy from you again. A dedicated size exchange request form removes the friction from that process, giving customers a clear path and giving your team the information they need upfront.
The key data points that make an exchange fast to process are: what the customer has, what they want, and the condition of the item being returned. Without all three, your team has to chase down information via email. This template asks for all of it in a single structured form, so exchanges can be initiated as soon as a request lands in your inbox.
formformform keeps the process simple on your end too. Every submission arrives as a clean email notification and is logged in your dashboard — no spreadsheets, no manual data entry. Whether you process exchanges in-house or through a 3PL, you can export the data or forward individual submissions directly to your fulfillment partner.
Use your own copy to change labels, remove questions and add the details you need. Try the preview alongside this guide to see what respondents will be asked.
Review the starting questions and choices. You can change them in your own copy.
Alex Johnson
alex@example.com
(555) 987-6543
e.g. ORD-20240415-0042
e.g. Classic Crew-Neck Sweatshirt
e.g. M, 32W x 30L, US 9
e.g. L, 34W x 30L, US 10
e.g. Runs small — the medium is too tight across the shoulders.
Suggested uses, and why this starting point can help. Adapt the questions to your own process.
Turn initial interest into information you can review. Use the answers to prepare a relevant follow-up and decide whether the opportunity fits your work. Review “Order Number” in particular and adapt it to the detail you need.
Use this as a starting point when you need the same essential information from each person. Review the questions against your process before sharing your copy. Review “Current Size” in particular and adapt it to the detail you need.
Turn initial interest into information you can review. Use the answers to prepare a relevant follow-up and decide whether the opportunity fits your work. Review “Requested Size” in particular and adapt it to the detail you need.
Captures age and height alongside clothing size because children's sizing varies more by brand than adult sizing, reducing back-and-forth between parents and staff.
Includes an employee ID and employer field so exchanges for staff uniforms can be grouped by account and billed correctly to the employer.
Use this as a starting point when you need the same essential information from each person. Review the questions against your process before sharing your copy. Review “Reason for Exchange” in particular and adapt it to the detail you need.
Use this as a starting point when you need the same essential information from each person. Review the questions against your process before sharing your copy. Review “Preferred Exchange Method” in particular and adapt it to the detail you need.
Click "Use this template" to load the form into your formformform account with all fields pre-built.
Update the color dropdown to include your actual product color options.
Adjust the item condition options to match your store's exchange eligibility rules (e.g., remove "worn" if you only accept unworn items).
Set your notification email to your fulfillment team's inbox so exchanges are actioned quickly.
Add a paragraph field with your exchange policy details — shipping timeframes, size availability caveats, and what happens if the requested size is out of stock.
Link to the form from order confirmation emails and your website's size guide pages.
vague requests like "I need a bigger size" require follow-up and delay the exchange.
if your policy only allows exchanges of unworn items, knowing condition at the point of request avoids surprises when the item arrives.
if the requested size sells out before the exchange processes, store credit prevents a disappointed customer from demanding a full refund.
regularly review why customers exchange sizes. If "runs small" is consistently mentioned for a particular style, update your product description with a sizing note.
state in the form intro how many days customers have to initiate an exchange. This protects you and sets expectations for the customer.
include a line like "We'll confirm your exchange within 1 business day" so customers don't email in to check on their request.
Captures waist and inseam measurements for the current and desired size, and asks whether the customer measured themselves using the brand's guide to identify sizing chart gaps.
Collects US, EU, and UK size formats and includes a width field since half-size and width adjustments are among the most common footwear exchange requests.
Captures age and height alongside clothing size because children's sizing varies more by brand than adult sizing, reducing back-and-forth between parents and staff.
Asks whether the item is for compression fit or relaxed fit so the fulfillment team understands whether to size up or down relative to standard charts.
Includes an employee ID and employer field so exchanges for staff uniforms can be grouped by account and billed correctly to the employer.
Captures the event date alongside the size request so the team can flag urgent exchanges that need expedited shipping to arrive before the wedding.
Asks about top and bottom sizing separately for two-piece swimwear, since mismatched sizing is a common reason for exchanges in this category.
Includes a fit style field (regular, slim, relaxed) alongside size, since jacket fit preference affects which size a customer should move to.
Notes whether the item has been personalized and collects the embroidery details so the replacement can be reproduced exactly on the correct size.
Uses numeric sizing rather than generic S/M/L options to reduce ambiguity, and asks whether the customer used the brand's extended size chart when placing the original order.
Captures the student's grade level alongside size details so the school store can verify stock against the academic year's ordering cycle.
Includes the shipment cycle date and the stylist note from the original shipment so the replacement can be pulled with the same aesthetic profile in the correct size.
Asks for the event or performance date so exchanges are prioritized appropriately and customers aren't left without their costume due to standard processing windows.
Captures both body measurements and the intended use case (medical, sport performance, travel) since compression garments are sized differently by application.
Clarifies mattress dimensions rather than using generic twin/queen/king labels, since depth and thickness also vary and the wrong combination means a second exchange.
Yes. You can edit the condition options to remove "worn" choices, or add a paragraph before the submit button that clearly states your exchange eligibility requirements.
You can configure the preferred exchange method field to include a store credit option. When you review the request and the size isn't available, you'll already know the customer's preferred fallback.
Yes. You can embed the form on a tablet at your service counter so in-store customers fill it out on-site, keeping all exchange records centralized in one dashboard.
Set your form's notification email to your fulfillment team's shared inbox. Every submission triggers an instant email with all the customer's details, so the team can start processing without waiting for a report.
Yes. Adding a file upload field lets customers photograph the item so your team can assess condition before the return arrives, which is especially helpful for exchanges where condition determines restocking eligibility.
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