Delivery and Returns
The Good Shoe Shop Shipping Information & Returns Policy
The good news is we offer free standard shipping on all orders over $100 – hooray! If your order is less than $100, we charge a flat rate of $14.95. And for when you really, really need (or just plain want) your shoes as soon as possible, Australia Post can make it happen, express shipping is available at a flat rate of $20.00.
Ordinarily, your shoes are shipped from our warehouse in NSW which means our standard shipping option delivers in 2-6 business days for most Metro and inner-regional postcodes, excluding WA.
During peak periods, like Christmas and Mother’s Day, or when the universe sends out a general message that it’s a good time to buy shoes, keep in mind that we might be super busy – as in “busier than a mum trying cook dinner, supervise trumpet practice and teach someone to tie their shoes all at the same time”. So, even though we’re clearly well practiced and all-round awesome at multi-tasking, your delivery can take a bit longer to arrive.
More good news! Orders placed before noon AEST on business days will be packed and dispatched on the same day. Once in the friendly hands of Australia Post, expected delivery times for each region are:
- 1- 2 business days – NSW
- 2-3 business days VIC, ACT, SA & QLD metro and most regional areas*
- 2-5 business days WA, NT, Tasmania*
- 2-6 business days NSW, VIC, ACT, SA & QLD metro and most regional areas*
- 3-10 business days WA, NT, Tasmania*
*Outer-regional areas may experience slightly longer shipping times – but you have a far better lifestyle right?
RETURNS AND REFUND POLICY AND OUR 100% HAPPINESS GUARANTEE
The Good Shoe Shop is confident you’ll love your beautiful new shoes. But we get that sometimes things aren’t perfect, and maybe you’re not 100% happy with your purchase. If this is the case you must be super disappointed, and we are too…
The good news is we can help! First port of call is to… well, give us a call. Our experienced fitters and stylists can help work out any issues or concerns OR if your shoes are completely unsuitable we are happy to offer FREE RETURNS on unworn items for ALL CUSTOMERS on purchases over $100 within 28 days of the order date.
But wait – there’s more. For NEW CUSTOMERS – we offer a 100% HAPPINESS GUARANTEE. Maybe you’ve found that you were 100% happy with your shoes when they first arrived, but now you’ve worn them out a couple of times and they’re just not working out for you – you can still return them. Yep – that’s right, you can still return them even if they’ve been worn!
Get in touch with us, complete a short short survey and we will email you a return authorisation. Once we’ve received your completed survey, your refund will be processed and your lightly worn shoes are then donated to a charity and everyone can feel good about themselves!
As you can imagine, our returns and refund policy has to have a few conditions…
- Your item(s) must be returned within 28 days of the order date
- When our 100% Happiness Guarantee does not apply, your item must be unworn with the original tags still attached
- Items must be returned in the original shoebox, which must be in the original condition.
- Postage is non-refundable
- Merchant fees will be deducted from the total cost of your return
We don’t want to sound unfriendly (because we’re not!), but The Good Shoe Shop reserves the right to refuse the return if these conditions are not met. Also, when returning an item(s) please send them to The Good Shoe Shop by registered post. This is really important, as we will not take responsibility for returned items not received if registered post is not used.
HOW CAN I REQUEST A RETURN OR REFUND?
The best way to request a return or refund contact our friendly customer support team at email@example.com and we’ll happily get the return process ball rolling for you. Please make sure you include these details in your email:
- Order #
- Details of the item you wish to return
- Details of the item you would like to exchange your product for if applicable
We’ll spend a moment or two feeling glum that your new shoes weren’t quite right, and then get back to you with your return parcel details and return authorisation slip.
Remember! The shoebox is just as important as the shoes themselves so please don’t alter or damage it in anyway – as in don’t attach shipping forms or tape to the box or mark it in anyway. Scan back up the page and you’ll see it’s one of our conditions of return – a damaged box means we can’t refund or exchange your shoes.
*Please note merchant fees from paypal, stripe and after pay are deducted from the cost of your refund.
The Good Shoe Shop only stock high quality shoes. But we don’t live in a perfect world and even the best quality goods can be faulty sometimes. If you find a fault in one of our products, you will be entitled to the following remedies under the Australian Consumer Law: (1) exchange or refund of items for major failure or faults or (2) exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure. Please note that in assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.
If you believe you have received a faulty item or there has been an error with your shipping, please contact us at firstname.lastname@example.org. We’re as shocked and disappointed as you. And you can bet your booty that if your product is faulty or incorrect, The Good Shoe Shop will pay for the return delivery of the item.
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Once we’ve received your item(s) your refund will automatically be processed back onto the credit card or PayPal account used to make the original purchase. Please allow up to 5 working days for your refund to be processed and keep in mind that your financial institute can take an extra few days to return the funds to your account.
If you encounter any problems please contact our friendly customer support team at email@example.com and we’ll happily investigate on your behalf.
CAN I RETURN MY PURCHASE IN A RETAIL STORE?
Yes, you sure can. You can return you purchase to 50 Lemongrove Rd, Penrith NSW 2750.
WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT VOUCHER?
If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be automatically credited to the original Gift Voucher which can then be used to buy a different pair of shoes from our online store.
WHO GETS REFUND IF I RETURN A GIFT?
The refund will be credited to the original card or account used to purchase the gift.