Faults

Faulty Items

If your item is faulty: 

  • Contact hello@shoeoftheweek.com.au with your order number and photos of the fault.
  • Faults must be manufacturing issues, not normal wear and tear.
  • We accept Fault claims within 30 days of the original purchase date.
  • You may be eligible for a refund, replacement, or repair under Australian Consumer Law.
  • Allow up to 4 business days for assessment.

 

Fault & Mismatched Item Verification

To help us accurately assess product fault and mismatched item claims, we may require clear video evidence showing the issue before a refund, replacement or other resolution is considered.

For claims such as damaged on arrival, mismatched sizes or incorrect items, customers may be asked to provide an unboxing video or clear video footage of the issue, including relevant product markings. We may also require the item to be returned for physical quality assurance inspection before a refund or replacement is approved.

This verification process helps us maintain accurate quality control and protect the integrity of our returns process.

 

Signs of wear (not considered faults):

Worn outsoles, scuffed surfaces, stretched items, worn heel tips, missing hardware from use.

 

Contact Us

Email hello@shoeoftheweek.com.au to start a return or ask questions.

By shopping with SOTW, you agree to these terms. Thank you for your support!