Delivery And Returns
NOTICE OF DELIVERY DELAY. PLEASE READ
From the 11th -17th May, our warehouse will be updating its system to improve your online shopping experience. This will mean that we will experience delays dispatching online orders.
Our warehouse team will endeavor to dispatch your order as soon as possible.
Please expect a 10-15 day delay for orders placed between 1pm 11th - 17th May, and if you have any concerns please do not hesitate to contact our online support team at [email protected]
We appreciate your patience during this time and apologies for any inconvenience caused.
As a token of our appreciation, please enjoy 20% off your order. Discount automatically applies, no promo code needed. This excludes school, sport, and sale, and any other promotional offers currently running. Available online only and will only apply to orders affected by the delivery delay (between 11-17 May 2017). Not available in-store.
We offer FREE standard shipping on all orders over $59.95, orders below this value are charged at a flat rate of $9.95. Your products are shipped from our warehouse in Victoria and our standard shipping option delivers in 3-10 business days depending on your location.
On average, we like to have your order packed up and sent within two working days. Orders are dispatched with Australia Post, and expected delivery times for each state are as below:
- Victoria: 1 - 3 Days
- New South Wales, ACT, SA: 2 - 3 Days
- Queensland: 3 - 5 days
- Western Australia, NT, Tasmania: 6 - 10 days
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.
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.
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)
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
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.
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.