Refund policy

The Shoe Club, theshoeclub.com.au Last updated: 24 August 2026

This policy applies to all purchases made on theshoeclub.com.au. It sits alongside, and never limits, your rights under the Australian Consumer Law.

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change-of-mind and fit returns: 30 days, or 365 days with the extension

We accept change-of-mind and fit-related returns under the following conditions:

Your return request must be submitted within 30 days of delivery. This window is offered voluntarily. The law does not require any business to accept a return because you changed your mind or the fit was not right.
You can extend that window to 365 days from delivery by adding 365-Day Returns (A$1.00) to your order before you check out. It is optional, it covers every pair in that order however many there are, and it has to be added at the time of purchase. It cannot be added to an order afterwards.
The A$1.00 is not refunded when you return your order. It buys the longer window, and on a return made after day 30 that window is the only reason we can accept the return at all.
Orders placed before 2 September 2026 keep the 365-day window that applied when they were bought, whether or not the extension was purchased.
None of the above applies to a faulty, damaged or incorrectly supplied pair. Those are covered by section 7 for a minimum of 12 months, the A$1.00 extension is never required for them, and nothing in this policy limits your rights under the Australian Consumer Law.
Contact us through our Returns page with your order number, the item(s) you wish to return and the reason for the return.
Please wait for return approval before sending anything back. Once approved, we will provide return instructions, the return address and, where available, a prepaid return label.
Approved returns must be lodged with the carrier within 14 days of approval. Please keep your tracking receipt until the return is completed.
Items sent back without prior approval may be delayed, declined or returned to you at your cost.

3. Condition requirements

To be eligible for a change-of-mind refund, shoes must be returned in a clean, complete and resaleable condition:

Shoes may only be tried on indoors on a clean surface and must not have been worn outdoors.
Returned shoes must be free from dirt, sole marks, scuffs, stains, odours, moisture, pet hair, damage, alterations or other visible signs of wear.
All original tags, laces, inserts, accessories and packaging must be included.
The original shoe box must be clean, unmarked and undamaged. Please do not attach postage labels, tape or writing directly to the shoe box; place it inside a protective outer carton or mailing bag.

Returns that do not meet these conditions may be declined and returned to the customer at the customer's cost. These resale-condition requirements do not limit your rights where an item is faulty, damaged or incorrectly supplied.

4. Return shipping and fees (change of mind)

For an approved change-of-mind or fit-related return:

Any original delivery fee paid on the order is non-refundable.
The customer is responsible for return postage. You may arrange your own tracked return postage, or use our prepaid return label where available. In which case the cost of that label will be deducted from the refund.
Where an order qualified for free delivery and a partial return brings the value of the items you keep below A$60, the standard delivery fee of A$9.95 will be deducted from the refund.
Where an order qualified for the A$1 add-on and a partial return brings the value of the items you keep below A$69.95, the add-on pair must be returned with it or its normal price (A$9.95 or A$29.95) will be deducted from your refund. The A$1 price is unlocked by the qualifying spend and does not survive its removal.
All applicable deductions will be clearly shown before your return is confirmed.

5. Refunds

Once the return has been received, inspected and approved, the refund will be issued to the original payment method within 3 business days.
Bank and payment-provider processing times may vary and are outside our control.
We will confirm by email once your refund has been processed.
Where the order included 365-Day Returns (A$1.00), that A$1.00 is not included in the refund.

6. Exchanges

We offer one complimentary standard size exchange per domestic order, subject to stock availability and the shoes meeting the resale-condition requirements in section 3. For the first approved size exchange, The Shoe Club covers standard return postage and delivery of the replacement size. Additional size exchanges on the same order may require the customer to cover postage.

We do not offer exchanges for a different colour or style. For those, please return the original pair for a refund and place a new order.

If you would prefer a refund rather than a size exchange, the return is treated as a change-of-mind return under sections 2 to 4: the original delivery fee remains non-refundable and return postage is the customer’s responsibility.

If we sent a size different from the one shown on your order confirmation, that is an incorrectly supplied item under section 7, not an exchange. All return and replacement postage is covered by The Shoe Club.

7. Faulty, damaged or incorrectly supplied items

If your shoes arrive faulty, damaged in transit, or different from what you ordered, including the wrong style, size or colour, please contact us as soon as possible with your order number and clear photos of the issue.
Please stop wearing the shoes once a possible fault has been identified. We may need to inspect the item before confirming the appropriate solution.
Where the item is confirmed to be faulty or incorrectly supplied, The Shoe Club will cover standard return postage and any replacement delivery cost. Depending on the nature of the issue, we will arrange an appropriate repair, replacement or refund in accordance with the Australian Consumer Law.
Original packaging is helpful where available, but it is not required for a valid faulty-product claim. We honour faulty-product claims for a minimum of 12 months from delivery. That period is a commitment we make, not a limit on your rights: the consumer guarantees under the Australian Consumer Law apply for whatever period is reasonable given the price and nature of the goods, which may be longer than 12 months, and none of the condition requirements in section 3 apply to a faulty-product claim.
Normal wear and tear, accidental damage, misuse, improper care or damage caused after delivery are not considered manufacturing faults.

8. Order cancellations and delivery issues

You may cancel your order for a full refund at any time before it has been dispatched. Contact us as soon as possible with your order number.
Once an order has been dispatched, it can no longer be cancelled or redirected. Please wait for delivery and use the returns process above.
If a parcel is returned to us because the delivery address supplied was incorrect or incomplete, or because delivery was refused, we may charge re-delivery postage, or treat the order as a change-of-mind return with the applicable delivery and return costs deducted from the refund.

9. Fair use

Our change-of-mind policy is offered as a goodwill gesture beyond your legal rights. We reserve the right to decline change-of-mind returns, or to refuse future change-of-mind returns, where we identify misuse of this policy. For example, items worn outdoors and then returned, or an unreasonable pattern of purchases and returns. This never affects your rights under the Australian Consumer Law.

10. Gift cards

Gift cards are non-refundable and cannot be redeemed for cash, except where required by law.

11. Contact

For any return, refund or order question, please contact us through the Returns page on our website or by email. Include your order number so we can help you faster.