Returns & Return Policy
EXTRA RETURN TIME will be allocated to all DECEMBER purchases! If you purchase during the month of December, we will extend our 14 day return deadline to 30 days!
We will be firm on the December only 30 day return deadline, so please keep this in mind if you are purchasing items as gifts, or going on holiday.
All other return guidelines listed in our policy below will still apply. The 30 days is calculated as 30 consecutive days from the invoice date. We must receive your returned items within this time-frame.
If you wish to make a return, Please send an email to firstname.lastname@example.org to receive a RETURN AUTHORISATION NUMBER and delivery details.
For more info on The Shoe Link Christmas Closure Times, please click here: CHRISTMAS CLOSURE TIMES
If you purchase outside of the month of December - please refer to our usual 14 day RETURN POLICY below:
We hope you enjoy your shopping experience with The Shoe Link!
We encourage all customers to read this Return Policy in full before purchasing from us.
When trying shoes on, make sure shoes are only worn on carpet to avoid marking or damaging your items. Do not remove tags or destroy packaging/boxes if you wish to be able to return your purchase.
14 DAY RETURN DEADLINE
We understand that sometimes a product just doesn’t fit.
In the event that you wish to return your unworn purchase, receipt of your returned items must be completed within 14 consecutive days of the invoice date (purchase date). Customers are responsible for ensuring delivery within this time-frame, this may require Express Post or use of a courier in order to meet your deadline.
If you wish to return your purchase, please contact customer service VIA EMAIL (please include your order number).
Please note, we cannot give Return Authorisation numbers out over the phone.
Please send the email to email@example.com to receive a RETURN AUTHORISATION NUMBER and delivery details.
If for any reason you fail to receive an Return Authorisation Number via email within 2 business days of your request, please contact us by phone on 1 300 837 003.
Items returned outside of the invoiced 14 day time limit will not receive a refund. We will hold such items for a maximum period of 7 days during which the customer may arrange collection at their expense. After this period, products will be disposed of.
Please make sure that your RETURN AUTHORISATION NUMBER is clearly marked on the OUTSIDE of the parcel when returning your item.
All items without Return Authorisation Numbers will be automatically rejected by our warehouse staff.
Please include a copy of your invoice with your return.
The Shoe Link cannot accept any responsibility for lost costs associated with shoes that are returned without a Return Authorisation number clearly marked on the outside of the package (we need this to match the returned item to the customer and process a refund).
Returned items must be in re-sellable condition, undamaged and with all tags, and original box intact.
Items which are soiled or damaged will not be refunded if returned.
The Shoe Link are not responsible for any costs associated with products that are returned without properly adhering to our guidelines and Returns Policy.
Please allow 48 hours to receive your Return Authorisation number: please factor this in when allowing enough time for a return.
SOCKS: Please note that due to hygiene reasons we cannot accept returns on socks which have been worn or tried on. Only socks with complete packaging in tact may be returned for this reason.
Please note, all return shipping costs are payable by the customer.Exchanges
We are unable to offer exchanges for The Shoe Link orders during the return process. If you would like the same shoe in another size or style, simply place a new order. We cannot guarantee inventory will be available when you place your new order.
Packing your item(s)
In order to be eligible for a refund, all items must be packed in the same manner as they were received. Pack items back into the original manufacturer box and wrap the box in a protective layer such as a satchel or padded envelope, and do not remove any tags or labels.
You must carefully wrap your manufacturer's box in protective paper, plastic or large padded envelope and add the Return Authorisation Number clearly marked on the outside of the package. You must follow these instructions fully in order to be eligible for a full refund of the cost of the shoes exclusive of the postage when it applies.
Please note: The Shoe Link will not be responsible for returns which have damaged manufacturer’s boxes due to careless packaging.
Refunds / Refund Time-frame
Once your returned items have been received by our warehouse, a refund will be processed within 7 business days, providing you have fully complied with all return requirements. Please allow extra time for your refund to be processed during busy holiday seasons such as Christmas.
The Shoe Link processes most returns within 7 business days of receipt of package. Once your return is processed, you will receive an automated email confirmation. Please note: Once the refund has been issued, it may still take up to two billing cycles for the refund to show up in your account. This time-frame will depend upon your bank. For exact posting dates, please contact your company/bank directly for further assistance.
Refunds for any products purchased with a discount code are first subjected to a deduction of the value of the promotion.
TERMS AND CONDITIONS REGARDING SHOE SIZING:
Please note that your invoice will list the size of all items selected upon purchase.
The shoe sizing listed on the printed white box label should correspond to the shoe sizing listed on your invoice. Please note that your invoice may list all relevant size conversions, whereas your shoe box may list only one size.
Please note: The Shoe Link use the following standard industry size conversions throughout our website. By purchasing from us you agree to purchase in accordance to the size conversions we have supplied. If you have any questions regarding sizing, please ask us prior to placing your order.
Where applicable, additional measurements (such as internal foot-bed measurements in cm) have been added to make it easier for you to choose your correct size.
AU and US women's sizes are the same.
MEN and KIDS:
AU and UK men & kids' sizes are the same.
Sneakers only: In Australia, sports stores generally sell sneakers in US sizes for Men, Women and Kids. For women's sneakers the AU sizes displayed on our site are the same as the US size. For men's sneakers the relevant AU size conversions have been added to make it easier for you to choose your correct size.
Non-sneaker styles: For non- sneaker shoe styles, individual brands can tend to convert sizes differently, especially when there are half sizes involved. Because of this it can be misleading to try and use one chart as a rule for all conversions. Instead, The Shoe Link aim to list individual conversions in the drop down box wherever possible.
For information on size listings and conversions displayed on our website, please refer to: http://www.theshoelink.com.au/pages/understanding-australian-shoe-sizes
If you are still unsure about your size, you can call our customer help line on 1300 837 003 or contact us via email firstname.lastname@example.org and we can advise you further.If you have any questions regarding sizing, please ask us prior to placing your order.
Please contact us at email@example.com if you wish to report receipt of a faulty item.
In the event your item is faulty you MUST specify the fault in writing prior to returning your item so that the correct process is followed. Returning an item that has not been identified as faulty in writing may result in the cancellation of your refund.
Your returned goods will be assessed by our Customer Service Centre in conjunction with our supplier or manufacturer to determine if the item is faulty. If the item is found to be faulty, a full refund of all costs incurred will be granted. Please note in the event of fault, supporting photographic evidence may be requested.
Items returned which are found not to be faulty will not be eligible for a refund, customers will incur the return postage costs plus a restocking fee.
The Appearance of Product Colour: Disclaimer
Due to the limitations of desktop scanners and the relative inconsistencies of various display monitors, the colours you see on your screen may appear different to your received product.
The Shoe Link have taken great care to reproduce the colours presented as accurately as possible, however colours may vary when displayed on computers, mobile devices and tablets. Therefore The Shoe Link do not accept responsibility for variants in the appearance of colour online to the received product. If you any reason you are unsatisfied with your purchase, you may return it for a refund (excluding shipping costs) within 14 days, in accordance with our full Return Policy.
Please ensure you take this into consideration when purchasing as we will not cover the postage for the return of items due to any colour discrepancies.
Shop our BRANDS:
The Shoe Link sell all your favourite brands at the cheapest prices. Check out our SALE section and you will see Planet Shoes, Dr Martens on sale, New Balance shoes on sale, Skechers Shoes on sale, plus heaps more of the brands you know and love. The Shoe Link stock shoes from all the best brands, including Palladium, Caterpillar, Saucony, Timberland, Merrell, Grosby, Wild Rhino, Windsor Smith Slatters, Via Nova Lite & much more.