Refund Policy
We know that sometimes purchases aren’t quite right… if you need to return an item, simply call us on 4869 5100.
If you are unhappy for any reason with your purchase, we will happily provide you with a refund within 21 days of purchase date.
The following conditions are required to be met to progress a return:
- Purchase date within last 21 days
- Unworn, undamaged and unmarked
- In their original condition
- In the original packaging and shoe box
For Faulty Shoes
If you believe that the shoes that you have purchased have a fault, please give us a call to discuss the return process.
If the item is found to be faulty, you will receive a full refund for that item.
An assessment of the shoes will be undertaken either via photos, in store or by Supplier to determine the fault. Please note that products deemed subject to wear and tear will not be viewed as faulty.
To return your product, drop it into store or mail your product to:
The Shoe Merchant
5/274-276 Argyle ST,
Moss Vale NSW 2577
The customer is responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Refunds will be processed by original payment method.
Please keep in mind your financial institute can take an extra few days to return the funds to your account.
Exchanges
The Shoe Merchant do not exchange online orders, if you have an item you wish to exchange please return the original item for a refund and place a new order.
Please note that returned items remain the responsibility of the customer and are returned at the customers’ expense unless the item is faulty.
Shipping
The Shoe Merchant uses Australia Post to ship all products with a flat shipping rate of $10. Any orders over $99 will be free delivery.