Change of Mind Returns
You can return full-price items for a refund or credit note if:
- You email hello@shoeoftheweek.com.au within 14 days of receiving your order.
- Shoes are unused and in their original condition (no creases or wear).
- Original packaging, including tissue paper, is intact.
- Items are not on sale, discounted, part of a promotion, or bundled.
- Shoes are returned within 30 days of the original purchase date.
Refund Processing Times: Once your return is approved, refunds are returned to your original payment method. Please allow:
Credit/debit card: Up to 10 business days to appear on your statement.
PayPal: Up to 5 business days to your PayPal account.
After pay: Returns or refunds will be processed and After pay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via After pay. Allow 10 days processing time
We're unable to redirect refunds to a different payment method. If you haven't received your refund after the above timeframe, please contact us via email at hello@shoeoftheweek.com.au
Sale items / Bundles
- No refunds on sale, discounted, clearance, Promotions or bundled items.
- Store Credit, Size exchange is accepted.
Promotions
- No refunds on sale, discounted, clearance, Promotions or bundled items.
- No refunds, Store credit or exchange is accepted.
- Example promotions, but not limited to: “Buy one, get the 2nd half price,” “Buy 3, pay for 2,” or 50% off storewide. "Spend $ and get One Free"
Important:
- Return shipping is your responsibility.
- A 20% restocking fee applies to all returns.
- Shipping costs are non-refundable.
Size Exchanges
If you need a different size:
- Email hello@shoeoftheweek.com.au within 14 days.
- Shoes are unused and in their original condition (no creases or wear).
- Original packaging, including tissue paper, is intact.
- Returned within 30 days of order.
- 20% restocking fee applies.
- You’ll receive store credit to log in and purchase your new size
- Postage for the replacement pair is at your cost.
How to Return
- Pack shoes securely in original SOTW packaging.
- Email hello@shoeoftheweek.com.au to get return instructions.
- Attach the return label and check all details are correct.
- Allow 3–7 business days for processing once received.
- All returns and exchanges remain the responsibility of the purchaser until received by SOTW.
Important: Returns sent without original packaging may be refused.
Order Cancellations or Amendments
- Orders that have been fulfilled and waiting to ship can be cancelled with a 20% restocking fee.
- Shipping charges are non-refundable.
Returned to sender
- Orders that are returned to stock will incur a 20% restocking fee.
- Orders that need to be re shipped will be charged standard shipping rate
Promotions & Sale Items
- No refunds on sale, discounted, clearance, Promotions or bundled items.
- No returned for Change of mind, Size exchange is accepted
- Example promotions: “Buy one, get the 2nd half price,” “Buy 3, pay for
2,” or 50% off storewide.
Store Credit
Issued for exchanges or eligible returns (excluding shipping).
Non-transferable and no expiry.
Restocking Fee explained
All exchange and return orders
incur a 20% restocking fee. This fee helps cover transaction and warehouse
processing costs.
We appreciate your understanding
of these terms, which allow us to continue offering high-quality products and sustainable packaging while keeping our operations efficient and our shoe
process low.
Faulty Items: If your item is faulty:
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.
Returns and Afterpay
Items purchased with Afterpay can be returned for an exchange or refund, subject to ’s SOTW's Returns Policy. Returns or refunds will be processed and Afterpay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via Afterpay.
Please refer to our full returns policy
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!
