shipping and returns

Shipping and Delivery :

If your order is coming from our Australian warehouse your order should arrive within 2 to 4 business days.

Yes, your package can be delivered to a depot. Please enter the depot address along with your name as your address on checkout.

 

When Australia Post processes your order for postage, they will send you an email containing a Tracking ID. You can use this on their website to track your parcel.

 

Yes, however you may nominate to have the parcel left without a signature (e.g. on your door step). We recommend voluntary insurance on any items that are to be left unattended.

Australia Post will deliver the parcel to your address.  If you’re not home when it arrives, the postman will leave a note at your place and take your parcel back to a nearby Australia Post Office. They’ll keep if there for five days, then they’ll send you another note to remind you to come and pick it up. Then, just because they’re really nice, they’ll keep your parcel at the post office for five more days. After that, Australia Post will send it back to our warehouse, and we’ll contact you to see if you still want it!

 

Standard Delivery - Free on all orders over $100 ($5 on those below)

We aim to pick,  pack and dispatch your items within 1-2 working days.  Please allow up to 10 working days for deliver.  Standard shipping is provided by Australia Post or Startrack for larger shipments.  Tracking details are supplied within your dispatch email.

 

Please be aware that during busy sale periods, Standard delivery orders may take us slightly lover to dispatch due to the high volume of orders.

 

Your shipping address can be changed as long as your order has not left the warehouse. To change your shipping address, contact our Customer Support team as soon as possible on 03 9598 4859 (within Australia).

 

Please allow up to five business days for your order to arrive. You are able to track the status of your order using the Tracking ID sent to you in an email from Australia Post. If you have any concerns, please do not hesitate to contact our Customer Support team on 03 9598 4859 (within Australia).

We currently ship only within Australia free on all orders over $100 ($5 on those below) and to New Zealand at individually calculated rates using our preferred carrier. Please see the New Zealand website for local orders www.solemechanics.com.au which will be shipped from the Australian warehouse.

NZ Tax

All orders going to New Zealand are tax free with the exception of orders over $344 NZ dollars. Don’t worry, in these cases it’s us who pays the tax, not you.  Note: please be sure to currency convert orders above this amount on today’s rate. Please see the website for local orders www.solemechanics.com.au which will be shipped from the Australian warehouse.

 

RETURNS & EXCHANGES :

At Sole Mechanics, we provide free returns for all our customers. How you return your item depends on where you live. See the two different sections below for information about Australian and New Zealand returns.

To initiate your return, please contact our Customer Support team, so they can provide you with your return options. Contact us via our Customer Support team will then email you a prepaid shipping label. Don’t have access to a printer? Just let our Customer Support team know and they will process it, and then send you the prepaid shipping label in the mail.

  1. Phone: 03 9598 4859
  2. Email: info@solemechanics.com.au
  3. We’re available Monday-Friday from 9am to 5.30pm, and on Saturday 10am to 4.30pm.

Please save a copy of your prepaid shipping label, as you can track your return using the tracking number found underneath the barcode.

We have 3 rules of returns

  1. Item(s) need to be returned within 100 days of purchase;
  2. Unworn and unused with the original tags still attached; and
  3. In the original packaging which must be in the original condition.

You have 100 days from your original purchase date to get your items back to us.

We will process your refund within 10 business days of receiving the return at our warehouse. Please remember, your financial institution can take an extra few days to get the refund back into your account.

 

We refund you the same way you paid. If you paid via:

  • Credit Card or PayPal: Your refund will be credited into the same account your payment came from.
  • Part Credit Card, part voucher: The amount you paid with credit card will be credited back into the same account, and we will reissue you with a new voucher. Please note, courtesy vouchers aren’t included in this, as they are a courtesy for you being such an excellent customer!
  • A voucher: We will reissue you with a new voucher code to use for your next purchase. Please note we don’t provide monetary refunds for any difference not used in the transaction, so make sure you use your voucher all up!

You are most welcome to send back your item to us for store credit or 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 carpet, just in case!

 

We offer exchanges for a different size of the same item. If you’d like to make an exchange, please contact our Customer Service team and they will set it up for you. The item will be placed on hold for 14 days (at which point it will automatically come off hold), during which time you’ll send your original item back to us, so send your return back to us as soon as possible to ensure you get your chosen size.

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 Support team, so they can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we’ll need a photo or two showing the defect/fault, which will speed up the returns process for you.

 

If you have received an item different to the one you ordered, please contact our Customer Support team who will work with you to resolve the problem as quickly as possible.

 

If you are missing the shipping box, you can use a similar sized cardboard box or a plastic shipping satchel. Please keep in mind that you are responsible for safely packaging your return, to ensure we receive the items back in tip-top condition. If you are returning shoes, please put them back in the original branded shoe box (i.e. VIVOBAREFOOT shoes back in VIVOBAREFOOT shoebox) and place this inside the shipping box, just like you received it. You are responsible for safely packaging your return to ensure we receive the items in tip-top condition.

We reserve the right to refuse a return if the policy has not been adhered to.

To us, the branded shoebox is just as important as the shoes themselves, so unfortunately we can’t accept shoes back for an exchange or refund without it.

All orders, shipping costs inclusive, are in Australian Dollars 

BRANDS & STOCK :

All products are in the sizing for elected and used by the brands we stock. For a conversion chart go to our Sizing Charts 

Sizing varies for each brand. Our sizes range from 25EU children’s to EU49 in some men’s.

Although we try to have a stock level that will keep up with demand, some highly popular items may run out of stock. Our focus is on keeping up with latest fashion, and our products are only available while stocks last.

If you see something you like that seems to be out of stock, please contact our Customer Support team – they would love to help you find a suitable alternative.

No, your item will not be placed on back order. Although we avoid advertising products that are no longer in stock, in the instance that your item has sold out, you will be contacted by the Customer Support team to arrange a store credit or refund if we are unable to source the item from elsewhere.

Sorry, but we do not offer this option, we are working on Zippay and you can laybuy by contacting the store directly.

Please allow 10 minutes for this item to reappear in stock and then try again. If it still hasn’t shown up, please contact Customer Support who will fix the problem immediately.

Please type the name of the style you are searching for into our search toolbar to view the items from that brand.

We are constantly updating our product range as new lines are released and as new stock arrives.

All products come with a six month warranty. Please keep receipt of your purchase for warranty claims.

We look forward to hearing feedback about our products. You can send your feedback via:

EMAIL info@solemechanics.com.au

MAIL Sole Mechanics

481 Hampton Street

Hampton VIC 3188

PHONE 03 9598 4859

 

 
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