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.
Once dispatched with Australia Post, expected delivery times for each region are as follows:
- 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*
- 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. This includes items on a temporary promotion. 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@example.com. 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).
CHANGE OF MIND - SALE PRODUCTS
We do not provide refunds on sale products, unless faulty. We will exchange sale products or issue a credit voucher 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)
Shoes & Sox 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 for full price products, 7 days for sale product
- 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
Shoes & Sox reserves the right to refuse the return if these conditions are not adhered to.
HOW CAN I REQUEST A RETURN OR REFUND?
Please contact our online customer support team firstname.lastname@example.org 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 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. Shoes & Sox will not take responsibility for returned items not received if registered post is not used.
Exchanging online – Unfortunately, we are not able to offer exchanges via our warehouse for online purchases. Please contact us at email@example.com so we can organise a return for you. You are welcome to exchange your online purchase in a Shoes & Sox store (excl. Myer Concession stores).
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 firstname.lastname@example.org. 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.
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 returned as an online credit 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.