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Returns & Exchanges
Changed your mind? We've got you. Easy returns within 30 days.
30 days to return or exchange
Free exchanges new item ships at no cost
(excludes NZ orders)
(excludes NZ orders)
2-5 days processing once received
How it works
1
Start your return online
Use our returns portal to log your order and select whether you'd like a refund or an exchange.
2
Print your label
$12 for a return label once you follow the prompts in the portal. A prepaid shipping label is generated instantly. No label fee if you paid with Checkout+.
3
Drop it off
Take your securely packaged item to the Australia Post drop-off location shown in the portal.
4
We'll take it from here
Once received, we'll process your return within 2–5 business days and email you a confirmation.
What to expect
📦
You ship Day 1
🏭
We receive 2–7 days
✅
Processed +2–5 days
💳
Refund issued to original card
Return conditions
Returned within 30 days of receiving your order
Item is unworn and in its original packaging
Item purchased directly from shoehq.com.au
Proof of purchase is included or associated with your account
Common questions
Can I return to a store or Myer?
Although our styles are carried in Myer stores, Myer is unable to process returns for items purchased via shoehq.com.au
Can I exchange for a different size or style?
Yes! Select "exchange" in the portal. Your new item ships at no extra cost. If we're out of stock in your requested size, we'll refund you and let you know.
My item appears faulty. What do I do?
Contact us at hello@shoehq.com.au before returning. We'll arrange for the item to be assessed, and if confirmed faulty, you'll receive a full refund or replacement.
How much does return shipping cost?
$12 for a return label once you follow the prompts in the portal. If you checked out with Checkout+, return shipping is completely free.
I ordered through Myer, Iconic, or David Jones
Unfortunately, we are unable to process refunds or exchanges through these channels. Please go directly to their customer service team for assistance. Sorry for the inconvenience.
Still need help?
Email us hello@shoehq.com.au
Visit our FAQsshoehq.com.au/pages/faqs
