Frequently Asked Questions

Our most commonly asked questions...

Can I cancel or change my order?

Unfortunately, at this stage we are unable to cancel or change orders after they’ve been placed. We recommend waiting to receive your order to initiate a return. Sorry!

What if I placed an order but I haven't received a confirmation email?

It can take up to 30 minutes for your confirmation email to arrive in your inbox. If it still isn’t there after 30 minutes, please check your junk folder. If it’s not there either, please get in touch so we can take a look.

How do I add a promotion or discount code?

You can add a promotion or discount code at checkout. When you’re in your cart page, click “PROCEED TO CHECKOUT” and enter the code by clicking on the APPLY DISCOUNT CODE field on the right hand side of the screen.

If your code isn’t working, have a read through the terms and conditions related to that code to make sure your cart applies. Be sure to check things like expiry date, minimum spend, and qualifying product type, and if in doubt, please contact us so we can help.

How can I return an online order?

Make sure your items comply with our returns policy, then re-package them in the same packaging they arrived in. Please ensure you enclose the Returns Form received on delivery in your parcel. Return labels can be purchased through the Australia Post Portal for a flat rate of $13.10.

To lodge a return through Australia Post, click here.

Can I return products if I purchased at Myer, David Jones or The Iconic?

Although we would like to handle all returns directly, your purchase contract is with the retailer from whom you purchased the shoes.

We would ask you at your earliest convenience to return the shoes with your proof of purchase (receipt) directly to the business you purchased from (Myer, David Jones or The Iconic).

Is Shoe HQ the same as Sandler Online?

We recently re-branded to Shoe HQ - a fun new concept to bring all of our diverse brands together under one fabulous umbrella!

Instead of, our brands now live at, and our marketing and transactional emails will come from Shoe HQ instead of Sandler.

The ownership of our brands and any data that you have provided us with remains completely unchanged.