Refund policy

 

SECTION 1

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

We will always do our best to accommodate your needs, however, we highly recommend making yourself aware of our refund/return policy before placing an order with us. Failure to do so can result in no accommodations being made.

Before a purchase is made, all customers are required to manually agree to our Terms & Conditions. Once ticked, you are agreeing to abide by our below policy.

To be eligible for a replacement or refund we may require you to provide us with an image or video to demonstrate that the product is damaged or not working. This ensures all requests are genuine as we cannot manually check this in person.

All conditions outlined below follow The Australian Consumer Law Consumer rights & guarantees.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need an order number, receipt or proof of purchase.

Refunds are only available if your product arrives faulty/damaged, not as described, or if it never arrives.

We cannot offer you a refund if you:

• received what you asked for but simply changed your mind, ordered the wrong size, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
• misused a product in any way that caused the problem
• knew of or were made aware of the faults before you bought the product
• asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.

You are not eligible for a refund if the item has been damaged after it has been used. If the item was received in good condition and as stated, any issues after are due to misuse by the customer.

You are not eligible for a refund if you have placed the order by mistake or purchased the wrong product, so please take care when at the checkout and ensure you have selected the right products.

Please use our products with care as they are delicate. If they come into contact with any other chemicals, liquids or substances it can result in damage to the product.

To start a return, please go through your customer account by clicking the link here.

If your return is accepted, we’ll send you instructions on how and where to send your package. You will have 7 days to post the item otherwise the return request will be closed and you will need to open another one. Please keep in mind that this timeframe cannot exceed 30 days.

After 30 days since delivery, you are no longer eligible for a return or refund. The items sent back must have registered tracking. Items sent back to us without first requesting a return will not be accepted. 

You are required to cover the shipping cost of the return as well as a 10% restocking fee. These amounts will be deducted from the final refund total.

If the order contains Shipping Protection, this will also be deducted from the final refund amount.

SECTION 2 - Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

SECTION 3 - Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns, or offer refunds on gift cards, cushion heel pads or Shipping Protection.

SECTION 4 - Exchanges

If you have selected an incorrect size, we are more than happy to offer you an exchange.

This applies to footwear only. We are unable to exchange compression socks, heel pads, or regular socks for hygiene reasons.

To initiate the exchange process, please go through your customer account by clicking the link here.

Once in the portal, please make sure to specify the size you require and provide a brief explanation for the exchange. Insufficient information will result in your request being declined. We value your feedback, and your reason for the exchange helps us enhance our products and services.

You are required to cover the shipping cost of the return. Please note that we are an Australian-based company. If you are located overseas, you will be required to pay postage to our local Australian warehouses.

When an exchange is approved (domestic exchanges only), we will send you an invoice for the return postage cost and restocking fee (if applicable). Once the invoice is settled, we will provide you with a return label for your convenience.

If it is an international exchange, you are required to provide us with proof of shipment and a tracking number. We will send you a separate invoice for the restocking fee.

After we receive your shoes and have inspected them, we will promptly process the exchange and send the new pair to you.

Please note that once you have received your exchanged item, we are unable to provide you with another exchange or refund. So ensure you check your chosen item and size carefully before re-ordering. Additional fees may apply.

SECTION 5 - Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will refund you the amount you paid, excluding any delivery charges and restocking fees. Refunds will be processed using the same payment method used when you made your original purchase. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you return a product purchased with a gift card or voucher, we will give you a store credit in the form of a gift card.