FAQ
Start it on the returns page with your order number, which pair, and why. We reply within 1 business day with approval, the return address and a prepaid label where available.
Please wait for approval before posting. Unapproved parcels can be delayed, and we can't take responsibility for a pair we weren't expecting.
Once it arrives and passes inspection we refund to your original payment method, usually within 3 business days.
30 days from delivery for change of mind or fit, or a full year if you add 365-Day Returns (A$1) to your order. The extension is optional, covers the whole order however many pairs are in it, and has to be added before you check out.
To come back under the change-of-mind policy a pair must be:
- Unworn. Try them on indoors, on carpet or a clean soft floor. Not outside, not on concrete, tiles or decking.
- Unmarked. Soles and uppers with no scuffs, grit, marks or creasing.
- Tagged. Every tag still attached and uncut.
- Boxed. The original shoe box back with it, undamaged, and packed inside an outer satchel rather than used as the parcel itself.
- Resaleable. In the same condition it reached you, so the next customer gets a new pair.
We check every return against this on arrival. If a pair doesn't meet it we'll photograph what we found and contact you. You can have it posted back at your cost, or accept a partial refund.
Ask within 30 days of delivery, or within the year if you added 365-Day Returns, then post it within 14 days of our approval. You cover return postage and the original delivery fee isn't refunded.
Faults are different. None of the conditions above apply, we pay the postage, and we honour them for at least 12 months from delivery. Your rights under the Australian Consumer Law last as long as is reasonable for the price and type of shoe, and nothing in our policy reduces them.
If a pair arrives faulty, is damaged in transit, isn't what you ordered, or develops a fault in normal wear, contact us with your order number and a photo.
That's a separate track, and none of the conditions above apply to it. No tags, no box, no time pressure.
Send us a photo and we'll cover return postage. Where the problem is major you choose between a refund and a replacement; where it's minor we may repair or replace first.
We honour faults for at least 12 months from delivery. That's our minimum, not a cut-off: your rights under the Australian Consumer Law last as long as is reasonable for the price and type of shoe, and nothing here reduces them.
Fair wear and tear is not a fault. Soles and uppers wear down with use, and that isn't something we refund. Damage from misuse, alteration or unsuitable conditions isn't covered either.
Yes, indoors only. Try them on carpet or a clean soft floor, the way you would in a shop.
Once a sole touches concrete, tiles, decking or anything outdoors it picks up grit and marks, and we can no longer sell that pair as new. At that point the change-of-mind return no longer applies, with or without the extension.
This is the one condition people most often trip over, so we'd rather say it plainly than decline a return later. It has no bearing on a faulty pair, which is covered whatever state the soles are in.
The A$1 add-on is unlocked by spending A$69.95 or more in one order. If you return enough of that order to fall below A$69.95, the add-on either comes back with it or its normal price (A$9.95 or A$29.95) is deducted from your refund.
Same idea with free shipping: if a return drops your order below A$60, the A$9.95 delivery fee comes out of the refund. We show both amounts before you confirm, so there are no surprises.
Most orders arrive within 5 to 10 business days from order confirmation.
To keep prices fair and offer a wider range of styles, most pairs are prepared by our production partners and sent to Australia by air. This end-to-end estimate includes order preparation, international air transit, customs clearance and delivery to your door.
Once your order has been dispatched, we’ll email you tracking details so you can follow its journey. Delivery may take slightly longer during public holidays, peak periods or unexpected customs and carrier delays.
Standard shipping is free on orders of A$60 or more. For all other orders, a flat A$9.95 shipping fee applies Australia-wide. The applicable shipping fee will be displayed at checkout before payment.
After your order has been successfully placed, you will receive an order confirmation email containing your order number and purchase details.
If you do not see the email, please check your spam, junk or promotions folder and confirm that the email address entered at checkout was correct.
If payment appears to have been taken but no confirmation email has arrived, please contact us with your name, email address and payment reference so we can check the order.
A pending payment authorisation does not always mean that an order was successfully completed.
Please contact us as soon as possible and include your order number and the requested change.
We process orders quickly, so changes and cancellations cannot be guaranteed once an order has entered packing or fulfilment. Once an order has been dispatched, we cannot change the delivery address, size, colour or items in the parcel.
If we are unable to cancel or amend the order before dispatch, you may request a return after delivery in accordance with our Returns & Refunds policy.
Orders successfully cancelled before dispatch will be refunded to the original payment method.
Four prices, and that is the whole list: A$9.95, A$29.95, A$69.95 and A$99.95. Every pair is checked to the same standard. What changes between the tiers is the materials and how much work goes into making the pair.
Fixed prices mean we are not setting a different mark-up on every style, and you are not left working out whether today's number is a real one. There is no original price to compare against, because there isn't one.
No. Every pair is produced and checked to the same workmanship and quality-control standards.
A higher tier does not mean that the lower tiers are poorly made. It generally reflects more costly materials, more complex construction, additional components or specialised design details.
Different materials may naturally have different textures, finishes and wear characteristics, but every tier is expected to meet The Shoe Club’s quality standards.
Fit can vary slightly between styles because of differences in shape, construction and materials. Please check the size guide and any style-specific fit notes on the product page before ordering.
For the most accurate result, measure both feet from heel to longest toe and compare the larger measurement with the size chart. Where you are between sizes, follow the recommendation shown on the relevant product page.
Please try shoes on indoors, on a clean surface, before removing tags or wearing them outside.
If you received the correct item but the size does not fit, we offer one complimentary standard size exchange per domestic order, subject to stock availability and the shoes meeting our return-condition requirements. For the first approved size exchange, The Shoe Club will cover standard return postage and delivery of the replacement size.
Additional size exchanges may require the customer to cover postage.
If you prefer a refund rather than a size exchange, the return will be treated as a change-of-mind return. The original delivery fee will remain non-refundable, and return postage will be the customer’s responsibility.
If we sent a different size from the one shown on your order confirmation, this is treated as an incorrectly supplied item and all standard return and replacement postage will be covered by The Shoe Club.
Full terms, including how exchanges interact with change-of-mind returns, are set out in section 6 of our Refund policy.
Yes. Afterpay is available at checkout, allowing you to pay for your order in four interest-free instalments over six weeks. Simply select Afterpay as your payment method and follow the prompts to complete your purchase.
Eligibility criteria, late fees and Afterpay’s terms and conditions apply.
Returns are subject to The Shoe Club’s Returns & Refunds Policy. Once an approved refund has been processed, Afterpay will adjust or cancel the remaining payments. Any refundable amount already paid will be returned to the card used for the Afterpay order. Depending on your financial institution, this may take up to 10 business days.