We understand if there are travel restrictions in your state that you are unable to travel to the your nearest post office to lodge your return within the 30-Day window.
Please note we have extended this period to STATES AFFECTED BY THE LOCKDOWN ONLY to allow our online customers to lodge the return their parcel(s) within 10 business days or 45-days, whichever is earlier, once the restrictions is lifted.
As all returns are processed manually and due to the Coronavirus pandemic there may be a delayed response, but please allow up to one week for a response. We thank you for your patience.
FOOTWEAR AND ACCESSORIES
We understand that sometimes a product just doesn't fit
That's why we offer:
To be eligible for a refund/exchange the products you are returning must be:
If you qualify for a return/exchange, you are not liable for the postage cost of returning products within Australia via iShoes’s nominated courier service or an Australia Post return booked via our Returns Booking page. (Service fee will be administered on returned items with nett purchase below $79.00)
Please keep in mind we offer 30 day free return/exchanges from that date purchased. iShoes does not accept returns/exchanges after 30 days from the original purchase date.
After receiving your packing slip from iShoes, we allow 1 week for you to post your shoes for the refund/exchange. If the product is not posted within this time, you may need to book another return form.
If any items are not eligible for a refund we will contact you and return those items to you at your cost. These items will incur a postage charge - $9 for Australian returns and $25 for New Zealand returns. All efforts will be made to contact you, however, if we do not hear from you within 30 days we reserve the right to dispose of your items.
Please note shipping is non-refundable
Tips for trying on your shoes
HOW DO I RETURN/EXCHANGE MY ORDER? >
You will need the following details:
Hand sanitisers are non-refundable where you have simply changed your mind about product. If this item comes as a bundle sales offer, it has to be returned unused and in original condition. The cost of that would be deducted if a return is to happen.
Products purchased via Ebay, Catch, MyDeal, Mosaic Group, TheMarket (NZ) and Amazon AU:
We do not accept store or online returns for ishoes products purchased via the above marketplaces. To return the item purchased from these websites, please place a return request back through the original website.
Your web order number can be found in two places: At the top of your order confirmation email or On the dispatch notice found in the box with your order under the heading 'Order Comments'. This order number must be used as a reference when you are contacting customer service.
No problem, we simply reload the refunded amount back onto the gift card you used to make your purchase. If your gift card has expired at the time of your refund, a 30 day extension period is applied. We reserve the right to decline an item for a refund if:
Items that were bought during a discount promotion or were bought with a voucher will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.
If a voucher with a minimum spend was used to make an order, please note the following:
iShoes's Returns Policy includes the rights you are entitled to under the Australian Consumer Law. If you wish to return a faulty good and the purchase was made within the 60-day return period please contact our Customer Satisfaction Team.
iShoes may request photos of the fault claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty.
If the item is found to be faulty, you will receive a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.
If you have made an online purchase, it is much quicker and easier to return back to head office as the return has to be processed at our head office regardless.
Please always call head office on 1300 474 637 if you can make the process as quick and easy as possible for you.