HOW DO I RETURN AN ITEM?


AUSTRALIA

Image 1. COMPLETE RETURN FORM Click 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.
Image 2. PACK YOUR SHOES Bag or box your items in their original packaging in a shipping bag.
Image 3. CREATE POSTAGE LABEL Click here to create your Return Label.
Image 4. POST YOUR PARCEL With the Returns Label attached, drop the parcel at your nearest post office. 
Image 5. PARCEL TRACKING NUMBER Make 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.

Victoria Online Returns

We have extended our returns period to 45 days for Victorian customers due to the current Covid-19 restrictions.


NEW ZEALAND

For returns from New Zealand, orders will need to be sent back to the Betts Distribution Centre in Melbourne, Victoria at your cost. Contact us here 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 here at no cost to you (Excludes New Zealand).

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 now 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 eWAY 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 found here at no cost to you (Excludes New Zealand). If your order has successfully passed our exchange inspection and if the stock is available we will send your exchange to you at no cost. Any further exchanges will be subject to our shipping fees.


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 here. They will provide you with a free returns postage label to send your order back to us free of charge. Your new order will be sent to you free of any additional shipping costs.


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 here at no cost to you (Excludes New Zealand).


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 eWAY 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.