FAQ's

Please choose the most relevant option to find further information about rebel products, services and general trading terms and conditions.

FREQUENTLY ASKED QUESTIONS

Need help finding the right size? We're happy to help you get the right shoe for your feet.

Get started here with our sizing charts

If you are unsure it's great to have a Zoom Fitting - just visit here to make your booking. It's a good idea to join the appointment via your phone, tablet or laptop because our staff will need to see your feet to help you make the right choice.

Remember, our shoes fit 'big' deliberately – we call this ‘the rule of thumb’. Your toes need wiggle room! This is especially important for running. If you can fit your thumb in-between the end of your toe and the front of the shoe, you’ve more than likely found your ideal size.

If you need a bit more help, especially if you have any injuries or chronic conditions that affect your feet, or if you've had fitting issues in the past, we'd recommend booking a free online fitting appointment with our fit experts at the Sole Mechanics flagship store in Hampton.

After some time with our shoes, your shoe size may need to increase, as your toes splay out more naturally.

All orders are dispatched from our Australian warehouse which operates between the hours of 9 am to 5 pm, Monday to Friday * Australian Eastern Standard Time. AEST

Your order will be processed and dispatched by our team during these hours.

Our handling time for most orders is 1-2 business days.

Please be aware that during peak times and sale periods, our handling times for standard delivery can increase to 5-7 business days and in rare occasions slightly longer due to the high volume of orders and AUS/NZ post work loads.

To track your order, upon dispatch you will receive a tracking number which looks like YXQ342547801000XXXXXXXXX , you can track your order's progress at Australia Post's tracking page.

Delivery times are subject to the destination postcode, courier service, time of acceptance and in the case of exchanges where upgrade payment is required we need a receipt of cleared payment emailed before dispatch.

In the event that we are unable to supply the product/s in your order due to stock availability, one of our friendly team members will contact you as soon as possible to see if there is another product which would be suitable and in the case that we don't have a shoe/s to your liking the unavailable item/s will be cancelled and a refund processed. You will be notified of this via email.

For any further assistance contact our Customer Care team.

We accept the following credit and debit cards (Visa, Mastercard and American Express) as well as Paypal, Zip Pay and Afterpay.

You can select what currency is displayed via the country/flag selector on the top right-hand side of the screen. We also accept Shop Pay, Apple Pay and Google Pay.

Yes, we sure do! You can purchase your online gift voucher here

Yes! If your order isn’t right for you, you can return it for a refund or exchange within 100 days of ordering. Orders are enclosed with a returns form and address label. Simply follow the instructions on the form and send the item(s) back to us. If you do not have these return documents enclosed, click here to download a copy - or contact the Australia & New Zealand Customer Care team.

WITHIN AUSTRALIA: We offer one [ 1 ] FREE return within Australia*. Please contact the Australia & New Zealand Customer Care team and they will email you a pre-paid return shipping label so you can return your parcel free of charge. Please see your returns form for further details.

*Returned items within the same order should be packed together. If you later decide to return additional items from the same order, you’ll need to cover the cost of return postage.

OUTSIDE OF AUSTRALIA: Customers outside of Australia are required to pay return postage but we will reimburse return postage up to the value of $22 NZD for each returned order on receipt of goods with a valid postage proof of purchase. Please see your returns form for further details.

EXCHANGES: We can exchange the item for a new item of the same or lesser value. If the new item is of a lesser value the difference will be refunded to the same method that you paid.

Unfortunately, we are unable to exchange for items that are at a higher value than the original price paid; in these instances, a refund will be issued.

CHANGE OF MIND:You are most welcome to send back your item to us for a full refund. Please note we are unable to accept shoes returned with scratched or dirty soles.

We advise that when you try on your new shoes for the first time you do wear socks and test them out on the carpet, just in case!

SALE ITEMS: We can refund or exchange sale items as per the requirements of our returns policy and our Return Checklist.

RETURNS CHECKLIST: To us the branded shoebox is as important as the shoes themselves, therefore we can’t accept shoes back for an exchange or refund without the original packaging in saleable condition. SOLE MECHANICS AUSTRALIA & NEW ZEALAND will accept shoes back for an exchange or refund provided that following conditions are met*:

  1. Unworn and unused with the original tags still attached.
  2. In the original packaging which must be in the original condition – please do not attach the returns label directly to the shoe box.
  3. Please wrap or pack the return to protect the shoe box whilst in transit and if you are recycling the original postbag the shoes were sent in, turn the bag inside out or cover/remove any existing delivery or courier labels.

*We reserve the right to refuse the return of goods which are not sent in accordance with our returns policy and we may request that you pay for the shipping of such goods back to you. Our returns policy does not affect your statutory rights

Your refund will be processed back to the original form of payment within 5-10 business days after being delivered to us. Once you receive your refund notification, please allow an additional 5-10 days for the funds to clear.