RETURNS

OUR RETURNS POLICY

We are delivering your order as fast as we can during this busy period! Delivery networks to your area are busier than usual which may mean slight delays, please allow extra time for deliveries.

HOW DO I RETURN AN ITEM?

AUSTRALIA

1. COMPLETE RETURN FORMClick here to create your Return Form. The Return form must be filled out to be eligible for an exchange or refund and must include your order number. Print and include with your return.
2. PACK YOUR SHOESBag or box your items in their original packaging in a shipping bag.
3. CREATE POSTAGE LABELClick here to create your Return Label.
4. POST YOUR PARCELWith the Returns Label attached, drop the parcel at your nearest post office. 
5. PARCEL TRACKING NUMBERMake a note of your Parcel Tracking Number. You will be able to track your Return parcel online with this number.


Please note that shipping via Australia Post can take up to 14 business days to be returned to us.

INTERNATIONAL

For returns from New Zealand and The United States of America, orders will need to be sent back to the Betts Distribution Centre in Melbourne, Victoria at your cost. Please contact our Customer Care Team for more information.

WHAT ARE MY REFUND OPTIONS?

1. Only an order purchased online can be returned for a refund. You can send your order back to our Distribution Centre by creating a returns label via our Australia Post Returns Portal linked above. Australian returns are charged a $10 fee for postage and restocking. International returns are at the expense of the customer.

If you do not have a printer available to you at home to print the returns label, take your order into your local Australia Post and quote the Return Reference Number (Example: EMY8553985) and they will be able to print and attach the return label for you.

You are welcome to send your order back to us via your preferred shipping provider; we do advise that you retain your tracking number should you need to check its delivery status. 

If your order has successfully passed our returns inspection we will refund you the order amount (excluding your shipping cost) via your original payment method.

Please note that shipping via Australia Post can take up to 14 business days to be returned to us.

2. We do offer online refunds in store (excluding Brand Direct stores). Online orders paid with Afterpay and PayPal can be exchanged in store, however if a refund is required, the online order must be returned to our Distribution Centre. Please ensure you have a copy of your Order Confirmation Email and Shopify Transaction Receipt when returning to a store.

3. All purchases made in store must be returned in store.


WHAT ARE MY EXCHANGE OPTIONS?

1. To get an exchange for your online order, you can send your order back to our Distribution Centre via our Australia Post Returns Portal  (Excludes New Zealand and USA). If your order has successfully passed our exchange inspection and if the stock is available we will send your exchange to you.

2. We offer in store exchanges for all online orders, subject to our Returns Policy.


WHAT IF YOU SENT ME THE WRONG/FAULTY PRODUCT?

We aim to provide the best possible service to our online customers and all orders pass a quality check before they are dispatched. Should a mistake occur and you are sent the wrong product or a faulty item please contact our Customer Care Team. They will provide you with a returns postage label to send your order back to us at no cost to you. They will then organise for your new order to be sent to you free of charge.


HOW MUCH DOES A RETURN COST?

To get a refund for your online order, you can send your order back to our Distribution Centre via our Australia Post Returns Portal linked above for $10 AUD for Australian orders. International orders from New Zealand or the USA can be returned at the customer's expense.


IN-STORE EXCHANGES

You can choose to exchange your shoes at any one of our stores (excluding Brand Direct stores).

To receive an exchange in-store you will need:

The Order Confirmation Email and Shopify Transaction Receipt sent at the time of purchase. Simply print this out or show it on your mobile device.


ONLINE RETURNS POLICY

In order to receive a refund or exchange, your order needs to abide by the following policies.

1. Your order needs to be sent back to our Distribution Centre within 14 days of receiving your order.

2. The item/items in your order need to be unworn and unused with the original tags still attached.

3. The item/items must be returned in their original packaging which must be in the original condition.

If your order has successfully passed our returns inspection we will refund you the order amount (excluding your shipping cost) via your original payment method or provide you with an exchange.


Note: We do not offer refunds or exchanges on Shoe Care items.