Refund Policy

We offer a 100 day change of mind returns policy, so the returns process will need to be initiated within 100 days from the date the products were shipped to you.

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

PLEASE NOTE: The Hampton Street Store is unable to accept and process refunds and exchanges of online orders. All online orders need to be returned to us via post.

WITHIN AUSTRALIA

Your order will include a returns form but if you do not have it enclosed click here to download.

We offer one (1) FREE prepaid Australia Post return label per order within Australia. Please contact the  Customer Service Team and they will email you a pre-paid return label so you can return your order free of charge.

PLEASE NOTE: 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 AUSTRALIA - NEW ZEALAND

Customers from New Zealand are required to pay return postage. Please pack all items to be returned from this order together because we’ll reimburse you up to a total of $22 NZD per order for return postage. To process your postage refund we’ll need your full bank details (postage can’t be refunded to the card used to make your purchase) and proof of postage cost, such as a photo, scan or screenshot of the receipt. Please see your returns form for further details. 

PLEASE NOTE: 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.

RETURNS CHECKLIST

Sole Mechanics will accept items back for an exchange or refund provided that the following conditions are met:
• Unworn/ unused with the original tags still attached.
• In the original packaging which must be in the original condition (do not attach the return label directly to the shoe box).
• Shoes that are dirty or scuffed or that aren’t in the original packaging/shoebox can’t be returned under our change-of-mind policy.

Fill out the attached returns form and enclose it with the items you’re sending back - don’t forget to request and retain proof of postage and tracking information as Sole Mechanics cannot issue refunds for items we do not receive.

REFUNDS

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.

PLEASE NOTE: International customs duties and sales taxes are not refundable for shipments outside Australia.

EXCHANGES

We can exchange items for a new item of the same, lesser, or a higher value. If the new item is of a lesser value, the difference will be refunded to the original payment method.

If the new item is of a higher value, we will request an additional payment before the new item can be dispatched.

FAULTY

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our Customer Service Team so they can help resolve the problem as swiftly as possible.

SALE ITEMS

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

WARRANTY

A warranty will differ from brand to brand. Please contact the Customer Care Team for more information regarding the manufacturer's warranty of the brand you are interested in.