Last updated: 7 November 2026
We want you to love your Shoez. This policy explains how returns, exchanges and refunds work.
Change of mind returns (30 days)
If you change your mind, you can return your shoes within 30 days of delivery for a refund or exchange, as long as they are:
- Unworn outdoors and in new condition (trying them on indoors is fine).
- In the original box, with all tags and packaging.
- Accompanied by your order number.
Return shipping for change-of-mind returns is paid by you. Original shipping costs are not refunded. Size exchanges are free: we pay to send the new pair.
Faulty or incorrect items
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.
If your shoes arrive faulty or damaged, or we sent the wrong item, contact us with your order number and photos. We will cover return shipping and offer a repair, replacement or refund. Normal wear and tear, or damage from misuse, is not a fault.
How to start a return
- Email info@shoez.site with your order number and the item you want to return or exchange.
- We will reply with return instructions and the return address.
- Pack the shoes securely and send them back. We recommend a tracked service.
Refunds
Once we receive and check your return, we will refund your original payment method within 5 business days. Your bank may take a few more days to show the refund.
Sale items
Sale items can be returned for change of mind under the same conditions unless they are clearly marked as final sale. Your rights for faulty items are not affected.
Contact us
Shoez. Email: info@shoez.site