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CUSTOMER CARE

FAQ


  • What is your return policy?

    We offer refunds for returns on all full price items within 1 month of the date of purchase. On sale items, we offer a credit note within 1 week of the date of purchase. Click here for our full policy.

  • Do the same return rules apply for full price and sale items?

    No, full price items are eligible for a refund, while sale items can only be returned for a credit note. Full price items purchased on promotion (for example, a 20% off flash sale) remain eligible for a refund. Sale items refers to products that have been permanently marked down in our sale section.

  • How do I make a return?

    Click here and enter your order number and details of your return and we will send you a return authorisation within 1 business day.

  • Do I need to pay to ship my return back?

    Yes, you will need to cover the costs to send your order back to our returns department.

  • Can I return or exchange my order in store?

    Yes, you are more than welcome to take your online order to any Shoes & Sox retail store (excluding Myer concessions) to receive a refund, exchange or credit note where applicable. Please show the team member your order confirmation (either on your phone or printed) and return your FBB card if received.

  • Do I have to pay for shipping?

    It depends on your order total for orders shipped within Australia. We offer free standard shipping on all orders over $69. If your order total falls below this threshold, shipping charges will automatically apply. We charge $9.95 for standard shipping and $14.95 for express shipping.

    For all NZ orders, we charge a flat rate of $14.95 for shipping.

  • How long will it take to receive my order?

    Typically, it takes around 2 - 5 business days, however, it depends on where in Australia you are ordering to and if you opted for standard or express shipping. Kindly note, the below delivery times are estimates only and refer to days in transit, as such, this is how long you can expect the order to take once it has been shipped.

    Express Shipping

    • 1-2 business days – VIC
    • 1-3 business days – NSW, ACT, SA & QLD metro and most regional areas*
    • 2-5 business days – WA, NT, Tasmania

    Standard Shipping
    • 1-3 business days – VIC
    • 2-6 business days – NSW, ACT, SA & QLD metro and most regional areas*
    • 3-10 business days – WA, NT, Tasmania

    These estimates refer to time in transit only and not processing times
    For full shipping information, please visit our delivery page

    Need to return it? Easy! Return or exchange your order for free by bringing it into any of our standalone stores, nationwide. All full-price products are able to be returned for a refund and sale items can be returned for a store credit. For full return information, please visit our returns page

    For orders being shipped to New Zealand, this will take between 3 – 7 business days for this be delivered.

  • Something doesn’t look right on the tracking for my order, what do I do?

    Please get in touch with here or on (03) 8671 1746 or 03409 2423 (NZ) at your earliest convenience so that we can investigate with Australia Post on your behalf. Every effort will be made to have your order successfully delivered in a timely manner.

  • Only part of my order was delivered, when will I receive the rest?

    Some orders with multiple items will experience staggered deliveries. You should be notified of this once your order has shipped, however, if you weren’t and are missing product, please contact us here or on (03) 8671 1746 or 03409 2423 (NZ).

  • Why didn’t I receive my FBB card/s with my order?

    Firstly, please check your order to confirm that you were eligible for an FBB card. We only send out FBB cards for product which is purchased at full priced, meaning it wasn’t marked down as part of a promotion or wasn’t permanently marked down. If you were definitely eligible, please get in touch with us here if it has been longer than 3 weeks since you received your order. Often, FBB cards are sent separately and may take a couple of weeks to arrive. Please note that FBB cards are not included for an orders shipped to NZ.

  • Can you replace an FBB card that I lost?

    Unfortunately, we are not able to honour or replace lost FBB cards. We strongly recommend keeping these in a safe place and treating like cash as we are unable to assist if misplaced.

  • Can I purchase a gift card online?

    We do not currently offer gift cards online for purchase or redemption. Currently, gift vouchers can only be purchased or redeemed in-store.

  • How long are gift cards valid for?

    One year from the date of purchase.

  • How do I apply a coupon code?

    Please enter your coupon/promo code in the relevant field on the pop-out cart page.

  • Why isn’t my coupon code working?

    There may be several reasons why your coupon code isn’t working. The most common would be that it has expired or you have not reached the minimum spend. Kindly note, that for any coupon code, minimum spend refers to product only and excludes shipping costs. Please check our terms and conditions page for our full list of exclusions and if you’re still unsure, please contact us here.

  • How Do I Know Which Size To Purchase?

    Please check our handy size chart here for assistance in selecting the right size. We recommend measuring your child’s foot and then referring to our size converter chart to obtain the perfect size.

  • Do you price match?

    No, Shoes & Sox does not price match and prides itself on listing prices that are fair to the manufacturer and to our customer.

  • What are my payment options?

    We accept credit card, PayPal and Afterpay.

  • What is Afterpay and how does it work?

    Afterpay is a secure, interest-free payment platform that allows you to receive your order now, and pay it off in four fortnightly installments. To use Afterpay, you will need to create an account with your credit card details, and Afterpay will direct debit the payments. Your order will be sent out as normal. Afterpay is available both online and in-store at Shoes & Sox.

  • Can I order online and pick up in store?

    We do not currently offer a click & collect service. Online orders can only be sent to your nominated shipping address.

  • Can I change or cancel my order?

    We are generally unable to make any changes or cancellations to an order once it has been placed so please be sure to double check all information before submitting. While we may not be able to assist, please contact us on (03) 8671 1746 as soon as possible so that we can advise if a change or cancellation will be possible.

  • How do I sign up to your mailing list?

    Via this link.

  • How do I apply to work at Shoes & Sox?

    Please click here for current employment opportunities.

  • What happens if my order is marked as Return To Sender?

    For Australian customers, if your order is marked as return to sender, this will be sent back to the dispatch location. This process could take anywhere between 3 days to 2 weeks at the most, depending on your location in relation to the dispatch location. Once received, the Customer Service team will be in touch to organise your order to be resent.

    For our NZ customers, the process is the same, except the time frame differs. If your parcel is marked as return to sender, it can take between 3 – 6 weeks for this to be returned to our dispatch facility.

    When placing your order, please ensure that your details are completely correct and has all the relevant information, to avoid this occurring.