Orders and Delivery
How much does shipping cost and how long does it take for my order to arrive?
We offer free standard shipping on all orders over $150.00; orders below this value are charged at a flat rate of $9.95. Your products are shipped from our store in Victoria and our standard shipping option delivers in 2-6 business days for most Metro and inner-regional postcodes, excluding WA. In busy trading periods, orders may take longer due to high volumes.
Once dispatched with Australia Post, expected delivery times for each region are as follows (See Australia post website for up to date delivery times):
1-2 business days – Victoria
1-3 business days NSW, ACT, SA & QLD metro and most regional areas
1-3 business days Victoria
2-6 business days NSW, ACT, SA & QLD metro and most regional areas
3-10 business days WA, NT, Tasmania
*Outer-regional areas may experience slightly longer shipping times
Can I order online and collect from The Shoe Outlet Store?
Yes, that's definitely possible. Simply click the pickup option, please call prior to pickup on (03) 9785 1887
How do I track my online order shipment?
You will receive a shipping confirmation email to let you know you order is on its way to you! This will contain a click through link to your tracking details with Australia Post, as well as your tracking ID. Please kindly note it may take up to 24 hours for your tracking to be valid with Australia Post.
I have not received my online tracking. What should I do?
You will receive an order tracking confirmation email once your parcel is on its way to you. This will be emailed to the email address used on your order. Please check your junk mail folder in case it accidentally ends up there. If you have not received your tracking email or are having issues accessing the link, please contact our support team at firstname.lastname@example.org for further assistance. If you have an online account with us, please log in and you can then access and view your order status under the "my account" section.
Can I send an order to another address?
Yes, you can send your order to another address other than your registered address, which is useful if you're sending gifts.
I have not yet received my online order. Where is it?
If you have made your purchase as a registered member, you can track your orders' progress via a link to Australia Post or Toll on the My Orders page.
If your order has not been shipped out yet, please feel free to contact our staff at email@example.com for an update on your order.
Why is there a delay between the dispatch email and delivery?
We send a dispatch email when the parcel is sent out. Depending on the shipping service you've chosen, your parcel will then spend a certain amount of time in transit before being delivered to you.
Can I change or cancel my order after it has been placed?
We process and pack your order as fast as possible. if the item has not been sent we are able to cance your order, however if already posted, we are unable to make any cancellations or amendments.
If you have received your parcel and the size is not the best fit, we are happy to refund or exchange the item (if the alternative sizes are available). To do this, please contact our staff at firstname.lastname@example.org. We ask that our customers pay a restocking fee of $14.95 unless the return/ exchange is faulty.
Please see our Returns Policy for more details.
Can I update my delivery address after my order has been placed?
if your order has not been sent, you can update the shipping address in your shopify account. Unfortunately, we are unable to make any changes to delivery addresses once the order has been sent. You can attempt to update your delivery address with Australia Post using the My Post Account (this is free to sign up) but please note this will only be available if specified on your order tracking. Once you receive your tracking information, you can then use the tracking number provided to update the address details. Please see below for sign up link: https://auspost.com.au/mypost/auth/#/register
I'm not sure if I've successfully completed my order?
When you have successfully completed your order, you will receive a confirmation email within 15 - 30 minutes. If you don't receive an email, please get in touch with our customer service team. Be sure to check your spam/junk folder first.
Why should I provide my contact number at the checkout for my online order?
Please be assured that any contact details you provide to us remain confidential in our systems. It is recommended to enter your contact number at the checkout to ensure we can provide you with any updates regarding your order as required.
What if I am not home when my online order arrives?
If you are unable to sign for your parcel upon delivery, Australia Post will determine if there is a safe and secure location to leave your parcel at the delivery address. If they deem that there is not a safe spot to leave the parcel without your permission, they will deliver the parcel to the nearest Post Office and leave a collection card of attempted delivery. You will then need to visit the declared post shop to collect your parcel. Please take your ID and the collection card with you. Please also check your tracking details (provided in your shipping confirmation emailed to you) for further updates.
My parcel has been declared return to sender. How can I resolve this and find out where my parcel is?
If you notice that Australia Post have been unable to deliver your parcel as declared "return to sender" on your tracking information (this can occur from time to time if the address is invalid, the person is unknown at the address or if the delivery driver has been unable to access the premises), please contact our online support team at email@example.com for a resolution process.
Can I leave special delivery instructions for my online order?
Unfortunately, we are unable to process any special delivery requests for online orders. Please ensure the delivery address provided is valid and accessible for all deliveries. You can sign up to My Post with Australia Post to track and update your order. This will allow you to request a redirect or safe drop on your parcel (subject to the status and availability of this service). My Post is a free service provided by Australia Post.
Do you deliver to PO Boxes and Parcel Lockers?
Yes, we do deliver to PO Boxes and Parcel Locker with Australia Post. Please ensure to also enter the valid street address of the PO BOX or Parcel Locker at the checkout.
Do you ship internationally?
Currently we ship to New Zealand, for international shipping please email us for a quotation.
What will I need to do to collect my online order from the Australia Post shop?
If you are not home to sign for your parcel on delivery, Australia Post will re direct your parcel to the nearest Post Shop and leave a collection card. Please take the collection card and your ID with you to collect this parcel as soon as possible. If you required further confirmation of your parcels location, please check your tracking link located in your shipment confirmation email.
What size am I? Do you have a size guide/conversion chart?
We sure do! On each product page you can click through to our size conversion chart. Or see https://www.theshoeoutlet.com.au/pages/size-guide for details.
Storing your shoes:
Shoes are literally made to be worn, storing your shoes for an extended amount of time can result in a condition known as hydrolysis. Factors beyond our control, such as humidity, temperature and moisture can cause polyurethane soles to break down. This is not a condition that is exclusive to the shoes we sell, it affects a wide range of shoe brands. If you do choose to store them please do so in a cool, dry place. Don’t keep your shoes tucked away, pop them on and enjoy unbeatable comfort.
Exchanges, Returns and Refunds
What is the returns policy for my online order?
We recommend that before you purchase a shoe that you ensure that the size and fitting will suit your foot as shoe sizes, widths and structure have a very high variability. If your shoe is not the best fit, we can offer a 14-day refund or exchange (if the desired size is available) on all FULL PRICED MERCHANDISE for incorrect sizing or wrong fit.
Please note that we have a restocking fee of $14.95 for exchanges and returns that are not faulty.
The customer is responsible for all associated costs to return items to us (unless faulty). We will not take responsibility for returned items not received if registered post is not used. We have 4 conditions of return for change of mind, item(s) must be returned:-Within 14 days of the order date
- Item must be unworn with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles
- Items must be returned in the original shoe box which must be in the original condition.
- Postage is non-refundable
We reserves the right to refuse the return if these conditions are not adhered to.
What are my options when I return an item?
We will gladly accept returns for all faulty items. We will accept all change of
- We do not offer exchanges online, however you can email our store with you request and we will contact you to discuss a solution.
- If your product is or becomes faulty - The goods will be assessed by the Customer Service team and supplier, if deemed faulty we will offer you a refund of the purchase price, a store credit or replacement if the product is still available.
Once your goods have been received, please allow up to 10 working days for your refund to be processed back to your account.
How do I return my online order?
Please contact our online customer support team firstname.lastname@example.org and we will be more than happy to initiate a return for you, just include the following details:
- Order #
- Details of the item you wish to return
- Reason for return
The shoe box is just as important as the shoes themselves, so please do not alter or damage in anyway - e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being invalid.
How will my refund work if I have paid with After Pay?
Please kindly note once a refund has been processed to your After Pay account, After Pay will then contact you to confirm the refund amount depending on the amount of payments you have made. For example, if you have only paid 2 installments of your total order value, After Pay will only refund the partial amount paid with them, and then cancel the remaining outstanding amount. This may mean that you would receive a partial refund of your total order value as only that amount was captured from your linked credit card up to the refund date.
What are the benefits of creating an online account?
As a member, you will be able to:
- Check out faster when making a purchase.
- Check the status of your orders.
- See any of your past orders.
- Change your account details, including password.
- Store any extra shipping addresses.
How can I view my order status and history?
If you have used an account to place your order, to view you order status and history you will need to log in and access the "My Account" tab. This will then allow you to view your order, order status and print a tax invoice.
How can I unsubscribe from the mailing list?
To unsubscribe, please click the "unsubscribe" link at the bottom of any marketing promo email/poster that is e-mailed to your account or update your mailing preferences under your "my account" options. If you are still finding it difficult to unsubscribe, please do not hesitate to contact the online support team for further assistance at email@example.com
Is my personal data safe if I create an account?
Yes, your data is safe with we are fully compliant with the Privacy Act in Australia. Your account and personal details, and any order details, are protected. To access your details on our website, you need to enter the correct password.
What form of payment options do I have for my online order?
We accept payment via VISA, After Pay, Zip Pay, MasterCard & AMEX.
Are my credit or debit card details saved?
No, we don't save any of your payment details, which means you will have to enter them each time you place an order, but at least you know there's no risk.
How secure is my credit card and personal information?
We are strongly committed to protecting your privacy and providing a safe and secure online experience. We have taken measures to ensure that your credit card and personal details are kept safe at all times.
Do prices include GST?
Yes - all prices are displayed in Australian Dollars, including GST.
The promotional code is not applying (or is invalid) at the checkout. What should I do?
A promo code is a series of numbers and letters that gives you a specific discount or percentage off your purchase when entered at the shopping cart. An example of a promo code could be, "enter promo code '123ABC' in the shopping cart to receive x% off". This promo would come with certain terms and conditions and will often be time sensitive. Promo codes are not to be confused with gift vouchers, which need to be entered at the cart page before checkout. Unfortunately, Promo codes can only be applied in the shopping cart screen at time of purchase. No promotional code can be honoured after an order has been placed. If you are having trouble using a promotional code, please check the terms and conditions to ensure that all items are applicable, one common issue is that the code may not be applicable on ‘Sale Items’. If you are still having trouble, please contact our online support team at firstname.lastname@example.org
I forgot to add a promo code to my order. Can it still be applied?
Unfortunately, no. Promo codes can only be applied in the shopping cart screen at time of purchase.
Can I purchase a gift card online?
Yes, we currently offer an array of gift cards available online which you can purchase and send to any loved one. When purchasing gift cards, please take note of the following:
- Gift cards are a non-refundable purchase. They will not be exchanged for cash.
- In the case we do not have the specific shoe ordered, money will be refunded to the gift card and can be used on another item.
I can't find the answer to my question. How can I get in contact with your customer service team?
You can contact us by sending an enquiry through our Contact Us page or call us directly on (03) 9785 1887. Note we will answer as Bayside Shoes as this is our online only store outlet.
Please ensure to include all relevant details including the below if applicable:
- Order Number
- Your contact number
- Reason for Enquiry
Our office hours are Monday - Friday, 10am to 5.00pm AEST and Saturday 10am to 3.30pm (excluding Public Holidays).