Refund policy
Returns & Refund Policy
At The Shoe Outlet, we want you to shop with confidence.
Shoe sizes, widths and fit vary between brands and styles. Please use our Size Guide before you order. If you are not sure about fit or width, contact us before you order at sales@theshoeoutlet.com.au.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL).
Change of Mind / Sizing Returns
We offer a 14-day change-of-mind return for incorrect sizing or wrong fit. What you can get depends on the item:
| Item | Refund | Exchange | Store credit |
|---|---|---|---|
| Full-priced item | Yes | Yes | Yes |
| Sale item | Yes | Yes | Yes |
| Clearance item, or item marked "Final Sale" | No | No | No |
All of these conditions must be met:
- You contact us and send the item back within 14 days of the delivery date
- You provide proof of purchase (original receipt or order confirmation)
- The item is unworn and in original condition, with all original tags
- The item is in the original, undamaged shoe box. Do not tape, label or write on the shoe box. Wrap the shoe box in separate packaging before you post it. Damage to the shoe box may void your return
- You include your order number, the reason for the return, and whether you want an exchange, store credit or refund
Clearance items and items marked "Final Sale" cannot be returned, exchanged or refunded for change of mind. A clearance item is an item in our Clearance section, or an item marked "Clearance" or "Clearance Sale". All other sale items follow the same rules as full-priced items.
This limit does not apply where your rights under the Australian Consumer Law apply (see Faulty, Damaged or Incorrect Items below).
Fees for Change-of-Mind Returns
You pay for one shipping cost on a change-of-mind refund or store credit. You never pay two.
- If you paid a shipping charge on your original order: that shipping charge is not refunded. There is no restocking fee.
- If your original order had free shipping: a restocking fee of $14.95 per order (New Zealand $19.95) is taken from your refund or store credit. This covers the cost of the free shipping.
- Exchanges: there is no restocking fee for an exchange.
- Return postage: you arrange and pay for return postage. It is not refunded.
If you choose a refund: we refund the price you paid for the item, less the restocking fee if it applies. If you used a discount or coupon code, the refund is based on the discounted price you paid.
If you choose store credit: we give you a store credit for the price you paid for the item, less the restocking fee if it applies.
If you choose an exchange: there is no restocking fee. Please buy a prepaid Australia Post satchel that fits the shoe box and put it inside your parcel. Regular post is fine. It does not need to be Express. We use it to send your exchange to you. Larger or bulky items (including gumboots) need a larger satchel. For New Zealand, we will tell you the cost to send your exchange before we send it. Exchanges depend on stock. If the new item costs more, you pay the difference. If it costs less, we refund the difference.
Example 1: you paid $139.95 for an item plus $12.95 shipping. You return it for a change-of-mind refund. We refund $139.95. The $12.95 shipping is not refunded. There is no restocking fee.
Example 2: you bought two pairs for $279.90 with free shipping. You return one pair that cost $139.95 for a change-of-mind refund. We refund $139.95 less the $14.95 restocking fee = $125.00.
How to Return an Item
- Email returns@theshoeoutlet.com.au with your order number, the item, and the reason for the return.
- Wait for our reply with return instructions.
- Post the item to:
The Shoe Outlet
Attn: Online Returns
103 Railway Parade, Seaford VIC 3198, Australia
We strongly recommend a tracked postage service. We cannot accept responsibility for items lost in transit.
We check each return and process it within 3–5 business days of receiving it. We then email you the result.
We may decline a return if:
- The item is a clearance item, or was marked "Final Sale"
- It was sent back more than 14 days after the delivery date
- The item shows signs of wear, marks or damage
- The item is not in its original, undamaged packaging, including the original shoe box
Declined returns may be sent back to you.
Refund Processing Times
We process an approved refund within 3–5 business days of receiving your return. The refund goes to your original payment method. Your bank or card issuer can then take a further 5–10 business days to show the funds.
For Afterpay refunds, Afterpay will contact you to confirm the refund amount, based on the payments you have made.
Faulty, Damaged or Incorrect Items — Your Rights Under Australian Consumer Law
All products we sell, including sale items, clearance items and items marked "Final Sale", are covered by the consumer guarantees in the Australian Consumer Law. If a product is faulty, unsafe, not of acceptable quality, or significantly different from its description, you are entitled to a remedy.
To make a claim:
- Take clear photos that show the fault
- Email sales@theshoeoutlet.com.au with your order number, the photos, and a description of the problem
- Do not send the item back until we email you with instructions
- Proof of purchase is required
We may assess the goods and, where appropriate, consult the supplier or manufacturer.
Where a claim is approved:
- For a major fault, you can choose a refund or a replacement. For a minor fault, we may choose to repair the item, replace it, or refund it, in line with the ACL
- No restocking fee applies
- We refund the original delivery charge where we give a full refund
- We cover or reimburse reasonable return postage