Delivery And Returns

Shoes & Sox DELIVERY POLICY

We offer free standard shipping on all orders over $59.95; 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 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 will be packed and dispatched on the same day. Once dispatched with Australia Post, expected delivery times for each region are as follows:


Express Shipping

  • 1-2 business days – Victoria
  • 1-3 business days NSW, ACT, SA & QLD metro and most regional areas*
  • 2-5 business days WA, NT, Tasmania*

Standard Shipping

  • 1-3 business days Victoria
  • 2-6 business days NSW, ACT, SA & QLD metro and most regional areas*
  • 3-10 business days WA, NT, Tasmania*

*Outer-regional areas may experience slightly longer shipping times

Returns and refund policy

Shoes & Sox is confident that you will be happy with your purchase. If for any reason this is not the case, please see below for next steps.

Change Of Mind

  • Full price products

    We will refund or exchange full price products within 1 month of purchase. Items bought online can be returned online for a refund only, or returned to our Shoes & Sox Retail Stores for a refund or an exchange. Please note this does not include Myer Concession Stores. For a return slip to send your items back to our warehouse, please email [email protected]. Please note you are unable to return any items instore if you have purchased with AfterPay and will need to contact us so we can assist you in organising a return and refund. The customer is responsible for all associated costs to return items to us (unless faulty).

  • Sale products

    We do not provide refunds on sale products, unless faulty. We will exchange sale products in store or issue a credit voucher online within 7 days of purchase. The customer is responsible for all associated costs to return items to us (unless faulty)

We have 5 conditions of return for change of mind, item(s) must be returned:

  • Within 1 month 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
  • FBB Card for full price item(s)
Shoes & Sox reserves the right to refuse the return if these conditions are not adhered to. Shoes & Sox will not take responsibility for returned items not received if registered post is not used.

How can I request a return or refund?

Please contact our online customer support team [email protected] and we will be more than happy to initiate a return for you, just include the following details:

  • Order #
  • Details of the item you wish to return
Our customer support team will get back to you with a return authorisation slip, as well as any other information you have requested. 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. The customer is responsible for all associated costs to return items to us (unless faulty). Shoes & Sox will not take responsibility for returned items not received if registered post is not used.

EXCHANGE

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 Shoes & Sox retail stores. If you are unable to access one of our stores, you will need to contact us at [email protected] 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 return any items instore if you have purchased with AfterPay and will need to contact us at [email protected] 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 Shoes & Sox store.

Faulty items

Shoes & Sox 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 at [email protected]. Naturally, if your product is faulty or incorrect, we will pay for the return delivery of the item.

Genuine manufacturing faults do not include:

  • Scuffing or scratching
  • Abnormal heel or sole wear
  • Discolouration from washing

CAN I RETURN MY PURCHASE IN A RETAIL STORE?

Yes, you are able to return any unworn items to our Shoes & Sox retail stores (not including Myer Concession stores).

Proof of Purchase will be required for all exchanges or refunds, this can be in the form of a confirmation email or bank statement, plus any FBB cards you may have received. 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 return any items instore if you have purchased with Afterpay and will need to contact us at [email protected] so we can assist you in organising a return and refund.

Please see our Returns and refund policy for full terms and conditions.

How long will it take to receive a refund?

Refunds will automatically be processed back onto the credit card used to make the original purchase. 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.

I used a gift voucher to purchase my item, how will this be refunded?

If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be automatically credited to the original Gift Voucher.

Who gets refunded if I return a gift?

The refund will be credited to the original card or account used to purchase the gift.

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