Returns & Exchanges
We hope you are happy with your purchase but understand you may change your mind.
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.
Your order will include a returns form and address label but if you do not have these documents enclosed click here to download a copy - or contact our Returns Team - firstname.lastname@example.org
We offer one (1) FREE prepaid Australia Post return label per order* within Australia. Please contact the ReturnsTeam 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.
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.
*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.
To us the branded shoe box 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 will accept shoes back for an exchange or refund provided that the following conditions are met:
- Unworn and unused with the original tags still attached.
- In the original packaging which must be in the original condition – do not attach the returns label directly to the shoe box.
- 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.
Once that’s done simply enclose your completed returns form and take your return to your nearest post office - but 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.
To expedite the return, please email email@example.com with your tracking number so we can alert the warehouse of its arrival.
Refunds will be issued using the same method that you paid and credited to the same account your payment came from.
We will process your refund within 7 business days of receiving the return at our warehouse, however during peak periods, this may increase to 10 business days.
Once your refund is processed, the time it takes for the funds to settle in your account will depend on your card issuer.
Please be aware that international customs duties and sales taxes are not refunded for shipments outside Australia.
Please Note: The Hampton Street Store is unable to accept or process refunds for web orders starting with prefix #SM.
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.
Please Note: The Hampton Street Store is unable to accept or process exchanges for web orders starting with prefix #SM.
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!
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 firstname.lastname@example.org in the first instance so they can guide you through the returns process and help resolve the problem as swiftly as possible.
Please note that we may request photos of the defect/fault in order to speed up the returns process for you. Where necessary, Sole Mechanics will reimburse the cost of the return postage for faulty goods
We can refund or exchange sale items as per the requirements of our returns policy and our Return Checklist.
A warranty will differ from brand to brand. Please contact the Customer Care team at email@example.com for more information regarding the manufacturer's warranty of the brand you are interested in.
For any assistance with your return or exchange please call our Returns Team on +61 3 9583 2337 or email us at firstname.lastname@example.org
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.