Returns & Exchanges

 

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Dear ShoesVB Customer

In order to maintain such competitive pricing, we are unable to pay for return postage. Therefore return postage is the buyers' responsibility with the exception of returns due to a genuine manufacturing fault. 

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The returns process will need to be initiated within 30 days from the date the products were shipped to you.

Your ShoesVB order will include a returns form and address label. If you do not have these documents enclosed please download here or contact our ShoesVB Customer Support team, and they will provide you with returns information.

We recommend the use of an insured parcel service for returns. Please retain proof of postage as ShoesVB cannot issue refunds for items we do not receive.

If the return is due to a fault or mistake with your order, please contact our Customer Support team immediately. Where necessary, ShoesVB will reimburse the cost of the return postage. 

Returns Checklist

ShoesVB will accept shoes back for an exchange or refund provided that following conditions are met:

  1. Item/s need to be returned within 30 days from the date the product/s were shipped to you.
  2.  Unworn and unused with the original tags still attached;
  3.  In the original packaging which must be in the original condition. To us the branded shoebox is just as important as the shoes themselves, therefore we can’t accept shoes back for an exchange or refund without the original packaging in saleable condition.

We reserve the right to refuse the return of goods which are not sent in accordance with our returns policy and we may request that you pay for the shipping of such goods back to you. Our returns policy does not affect your statutory rights.

    Refunds

    Refunds will be issued using the same method that you paid and credited to the same account your payment came from.

    We will process your refund within 7 business days of receiving the return at our warehouse, however during peak periods, this may increase to 10 business days.

    Once your refund is processed, the time it takes for the funds to settle in your account will depend on your card issuer.

    Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside Australia.

    Exchanges

    We can exchange the item for a new item of the same or lesser value. If the new item is of a lesser value the difference will be refunded to the same method that you paid. 

    Unfortunately, we are unable to exchange for items that are at a higher value than the original price paid; in these instances, a refund will be issued.

    Return postage is the buyers' responsibility, however, we will ship back your exchange item free of charge.

    If you’d like to make an exchange, please contact our Customer Service team and they will provide exchange instructions. 

    Change of Mind

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

    Faulty

    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 in the first instance so they can guide you through the returns process and help resolve the problem as swiftly as possible. 

    Please note that we may request photos of the defect/fault in order to speed up the returns process for you.

    Where necessary, ShoesVB will reimburse the cost of the return postage for faulty goods.

    Sale Items

    We refund sale items as per the requirements of our returns policy and our Return Eligibility Checklist

    Warranty

    All products come with a six-month warranty from date of purchase. Please keep the receipt of your purchase for any potential warranty claims.

    eBay Customers Please Note

    If you require a refund, replacement or exchange on a purchase made via our ShoesVB eBay store, please initiate the returns process in the purchase history area of your eBay account before sending your purchase back to us. For more information, see eBay FAQs.