Shipping & Returns
SHOE WAREHOUSE DELIVERY POLICY
We offer free standard shipping on all orders over $79.00; orders below this value are charged at a flat rate of $9.95. Express shipping is available at a flat rate of $14.95. Your products are shipped from our warehouse in Victoria or from one of our stores nationwide and our standard shipping option delivers in 2-6 business days for most Metro and inner-regional postcodes, excluding WA. In busy trading periods, orders may take longer due to high volumes.
Orders placed before noon AEST on business days will normally be packed and dispatched on the same day. In busy trading periods, orders may take longer due to high volumes. Once dispatched with Australia Post, expected delivery times for each region are as follows:
RETURNS AND REFUND POLICY
Shoe Warehouse Online is confident that you will be happy with your purchase. If for any reason this is not the case, we offer returns within 28 days of the order date. The customer is responsible for all associated costs of returning the items to us. Shoe Warehouse will not take responsibility for returned items not received if registered post is not used.
We have 4 conditions of return for change of mind, item(s) must be returned:
- Within 28 days of the order date
- Item must be unworn with the original tags still attached - we are unable to accept shoes
- with dirty marks or damaged soles
- Items must be returned in the original shoe box which must be in the original condition
- Postage is non-refundable
Shoe Warehouse reserves the right to refuse the return if these conditions are not adhered to.
Please note that all Shoe Warehouse items purchased from eBay will need to be returned via the eBay Returns Portal. These items cannot be returned to a Shoe Warehouse store or via our Returns Centre.
HOW CAN I REQUEST A RETURN OR REFUND?
We provide an easy to use returns system for you to request your return!
You only require two pieces of information to request your return:
- Order ID # (can be found in your confirmation email)
- Email address used to place the original order
Click the button below to request your return
Our customer support team will get back to you with your return parcel details & return authorisation slip. The shoe box is just as important as the shoes themselves, so please do not alter or damage in anyway – e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being invalid. Shoes cannot be returned for change of mind with scratched or dirty soles. We suggest you try them on for the first time on carpet to ensure they are in perfect condition. Shoe Warehouse will not take responsibility for returned items not received if registered post is not used.
You are more than welcome to return your Afterpay order online or in store for a refund provided it meets with our Returns Conditions above. Your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, refunds can take up to 5 business days once processed. We are unable to exchange any Afterpay orders online or in store.
Unfortunately, we are not able to offer exchanges for online purchases through our Returns Centre. You are however able to exchange or return a product in any of our Shoe Warehouse retail stores (please note our stores are unable to process refunds or exchanges if you have paid using Afterpay). If you are unable to access one of our stores, you will need to contact us here so we can assist you in organising a return and refund.
Proof of Purchase will be required for all refunds & exchanges. If your item(s) were purchased with PayPal you will be required to show your PayPal proof of purchase.
Please note you are unable to exchange any items instore if you have purchased with Afterpay and will need to either return for a refund instore or contact us here so we can assist you in organising a return and refund.
We recommend you call ahead to avoid disappointment, please use the Store Locator to contact your preferred Shoe Warehouse store.
Please note, items purchased online at www.shoewarehouse.com.au can only be exchanged at a Shoe Warehouse branded retail store and cannot be returned to an independant stockist.
Shoe Warehouse takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, you will be entitled to the following remedies under the Australian Consumer Law: (1) exchange or refund of items for major failure or faults or (2) exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure. In assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.
If you believe you have received a faulty item or there has been an error with your shipping, please contact us here. Naturally, if your product is faulty or incorrect, we will pay for the return delivery of the item.
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Refunds will automatically be processed back onto the credit card or PayPal account used to make the original purchase once we have received your items. Please allow up to 5 working days for your refund to be processed. Please keep in mind your financial institute can take an extra few days to return the funds to your account.
CAN I RETURN MY PURCHASE IN A RETAIL STORE?
Yes, you can return your online order to one of our direct retail stores, provided the in store return conditions suit you (Please note, our stores cannot refund or exchange if your online order was paid using Afterpay). Please ensure to bring with you your order confirmation email and if paid with Paypal, your paypal confirmation email and a form of ID matching the Billing or Delivery name for your order. Suitable forms of ID would include a driver’s license or photo identification card.
Please note, items purchased online at www.shoewarehouse.com.au can only be returned at a Shoe Warehouse branded retail store and cannot be returned to an independent stockist.
WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT VOUCHER?
If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be credited to your online Shoe Warehouse account to apply to your next online order with us. Please note Gift Vouchers are not redeemable for cash.
WHO GETS REFUNDED IF I RETURN A GIFT?
The refund will be credited to the original card or account used to purchase the gift.