Returns & Exchanges Policy
At Shoe of the Week (SOTW), your satisfaction is our priority. If your purchase isn’t exactly what you expected, we offer flexible return options for Australian customers to help you find the perfect fit.
Please ensure your return aligns
with our policy before initiating the process.
Change of Mind Returns
We offer returns for change of
mind, provided the following conditions are met:
- You initiate your return by emailing hello@shoeoftheweek.com.au within 14 days of receiving your order.
- The shoes are in their original, unused condition with no damage or creases from try-ons or wear.
- The original packaging, including tissue paper, is intact and in good condition.
- The item is not reduced in price, discounted, included in 2nd get 50% off promotion, marked as
"Clearance" or "Sale." - Bundles cannot be returned or exchanged for change of mind
- We accept returns within 30 days of
purchase for change of mind reasons.
Once we receive your return,
we’ll assess whether it meets these criteria. Please note that delivery
costs are non-refundable for change-of-mind returns.
Faulty Item Returns
If you receive a faulty item,
we’re committed to resolving the issue in line with Australian Consumer Law.
You’re entitled to a refund, repair, or replacement if the product fails to
meet acceptable quality standards (unless the fault is due to misuse or general
wear and tear).
If your order has a
manufacturing fault, please contact hello@shoeoftheweek.com.au
With your order number and
photos of the fault.
Return Process
- Pack the shoes securely in the original
SOTW packaging (including tissue paper) and ship them using an
SOTW postal satchel. - Email hello@shoeoftheweek.com.au to initiate your return and receive instructions.
- Attach return label to SOTW bag
- Ensure all your details are correct on
the return label, as we cannot process the return unless we have correct
details - Once your return is received, please
allow 3–7 business days for processing. - Restocking Fee: Returns and exchanges for change of mind are charged a restocking
fee of 20%
Important Information
- Store Credits: Issued for the item’s value (excluding shipping). Credits are
non-transferable and do not expire. - Return Packaging: Returns must be shipped in original SOTW packaging to prevent
damage. Returns sent without original packaging will be denied. - Responsibility: The returns cost is the customer's responsibility unless the
product is faulty. We are not liable for lost or stolen returns. - Fraudulent Claims: False claims of faulty items or incorrect orders will result in
denial of the return and may incur additional fees.
Order Cancellations
· This refers to orders that have placed and waiting for dispatch.
- Restocking Fee: Cancelled orders will incur a 20% restocking fee.
Shipping charges are non-refundable. This fee helps cover transaction and
warehouse costs.
Promotions
2nd Pair half price terms and conditions: Full Price styles only, unless clearly specified that sale items are included. Price adjusted at check out. The pair of equal or lower value will receive the 50% discount. Not to be used in conjunction with any other offer. Items cannot be returned
Sale items/ Discounts/ Clearance
Any items that is on sale, discounted or offers 2nd pair half price are not eligible for a change of mind return, size exchange, style change or credit unless deemed faulty
Contact Us
To initiate a return or for any questions, please email us at hello@shoeoftheweek.com.au.
By shopping with SOTW, you agree
to these terms. Thank you for your understanding and support!
