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CUSTOMER CARE

Returns/Exchanges


Want to return your online order? Easy! Contact us here with your order number and the item/s you wish to return and we will send you a return authorisation and instructions for completing your return within one business day.

  • Return Policy

    Shoes & Sox is committed to ensuring the perfect fit, regardless of whether your purchase was made in-store or online. We understand it can be difficult to buy the right size for your child without being fitted in person which is why we offer friendly and easy returns.

    When you receive your order, we recommend having your child try their new shoes on soft or carpeted floors. Ask them to walk around the room and check that their feet are not slipping and that the shoe is fitting securely through the ankle. Ensure that there is a thumb space of room at the front of the shoe to allow room for growing. If it’s not 100% right, you are more than welcome to return these back to us for a refund (full priced items) or credit note (sale items). Please see our full policy below -

    • We offer refunds on all full priced products. Items purchased on a temporary promotion are still eligible for a refund. Your return must be initiated within 1 month of purchase.
    • We offer a credit note only (no refunds) on sale products, meaning items which have been permanently marked down. Your return must be initiated within 7 days of purchase.
    • Any shipping costs paid at the time of your order are non-refundable.
    • Returns will only be accepted if the product shows absolutely no sign of wear upon inspection. You are required to send your item back in its box or original packaging (if you weren’t sent a box), with no dirty marks or wear on the sole. If you fail to notify Shoes & Sox about any wear on the shoes prior to sending them back, your return will not be accepted and your order will be sent back to you.
    • If you received an FBB card with your order, you must ship this back with your return.
    • You may return your order to any Shoes & Sox store, excluding Myer concessions. The same terms and conditions apply. If your purchase was made on Afterpay, it may take 1 business day for the refund to clear.
    • The customer is responsible for all return shipping costs (except if faulty). We strongly recommend opting for registered, tracked post. The customer takes full responsibility for the order until the time that it is accepted by our returns team. If we have not physically received your return, we cannot process your refund or credit note.

    Shoes & Sox reserves the right to refuse your return if the above conditions are not fully adhered to.

  • Refunds & Store Credits

    Once we have processed your refund for your full price item, it can take up to 5 business days for the funds to become available in your account. If your purchase was made via Afterpay, any payments made for that item will be refunded and upcoming payments will be cancelled. If you are returning only part of your Afterpay order, your total will be amended to reflect this and your repayments (if any) will be adjusted accordingly. We are only able to refund back to the original payment platform used for your order.

    If you have returned a sale item, you will receive an email with instructions on how to redeem your store credit. Store credits do not expire and can be used on any product online. They are not valid in-store.

    If your order was paid for using a store credit or gift voucher, the value of your return will be reinstated back to this method.

  • Exchanges

    At present, we do not offer exchanges through our online store. If you require a different size or colour from the product you have purchased, you have two options -

    1. Take the shoes back to your local Shoes & Sox store and perform an exchange (valid on full price or sale items). To view stock availability, please check the product listing or call us on (03) 8671 1746.
    2. Follow the returns process as outlined below and send back to our returns team for a refund or a credit note. Once this has been processed, you can then create a new order with the alternate size/colour you need. Any discounts applied at the time of your original order will be honoured.

  • How to complete a return

    Please contact our online support team here with the following information -

    1. Order #
    2. Details of the item/s you wish to return

    We will then create a return authorisation for you which outlines how to complete your return. You will be required to send the item/s back to us at the provided address and pay for applicable shipping costs. It typically takes 3 - 5 business days for returns to be processed once received by our team. You will be notified by email once your return has been finalised.

    Alternatively, you can take your order back to your local store with a copy of your order confirmation (printed or on your phone).

    Before requesting a return for your order, please take care in ensuring that the product is in a new, unworn condition and the box or packaging is not damaged. Please do not attach labels or tape directly onto the shoe box. We suggest placing boxes in a plain shipping satchel and affixing the label to this.

  • Faulty items

    Shoes & Sox takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, you will be entitled to the following remedies under the Australian Consumer Law:

    (1) Exchange or refund of items for major failure or faults or

    (2) Exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure.

    In assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.

    If you believe you have received a faulty item, please contact us here Shoes & Sox will cover all associated shipping costs in the event of a faulty product or an order error on our behalf.