FAQs Returns


What is your returns policy?

We offer refunds or exchanges on change of mind purchases, so long as they are returned within 21 days and comply with our returns policy.

In the unlikely event that you believe your online purchase is faulty, wrongly described or not fit for purpose, please get in touch with us at hello@shoehq.com.au to arrange for it to be sent to our Assessment Centre. Please ensure that the goods are returned with proof of purchase attached. If the returned goods are deemed to be faulty, wrongly described or not fit for purpose you will be offered a refund or exchange on your purchase and our sincere apologies.

Can I return an online order in store?

Unfortunately, at this time we are unable to accept online returns in our stores.

What if I received incorrect item/s?

Firstly, we’re extremely sorry for the inconvenience! Please contact us with your order number, what you were meant to receive and what you did receive. We will be able to issue you with a return post label so we can sort this out for you quickly and at our cost.

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. You can either choose your own trackable delivery method back to us, or use our Australia Post Portal for flat rate $13.10 returns within Australia.  Please visit the Australia Post Portal and follow the instructions to lodge your return.

Purchase your label and find out more here.

How many shoes can I send back for $13.10 via your Australia Post Portal?

This covers the return delivery for the same number of shoes that were initially purchased. For instance, if you purchased 3 shoes in the same transaction, you can return those 3 shoes for $13.10.

How long will it take my return to process?

Please allow up to 10 days for your return to reach out fulfillment centre. This time can vary depending on your location and what post method you used to send the item.

Once your return has been received, please allow between 2-5 days for it to be assessed. You will receive an email confirmation once your return has been processed and completed.

Can I return products from one of your brands that 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).

What happens if I ask for an exchange but you don’t have stock in what I have asked for?

Unfortunately, we may not always have stock remaining in the styles you request an exchange for. In these cases we will contact you via email to inform you and automatically provide you with a refund instead so that you can hop straight back online and purchase another style!

I purchased a product from you and I need it repaired, what is the process?

Unfortunately, we do not keep pieces on hand for repairs. Instead, providing that the product meets our returns and warranty policy, we would ask the shoes to be returned and assessed for faults.

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