DO YOU SHIP TO INTERNATIONAL DESTINATIONS?
At the moment we only ship to Australia and New Zealand however this may change in the near future , so please stay in touch and sign up to our site to receive any updates!
WHAT ARE YOUR SHIPPING TIMES?
We love that you want our items as fast as possible and our team works very hard to get them to you - please see below.
AUSTRALIA: Between 2-7 working days if in Metro locations, or 5-10 working days if in Rural Australia.
NEW ZEALAND: Between 7-14 working days.
DO YOU OFFER EXPRESS SHIPPING?
We do offer Express shipping for a flat rate of $20.00, however during sales events with high demand we will turn express shipping off. The reason for this is even though our dispatch team are legends, due to demand we just can't meet express dispatch expectations and we think it would be unfair to charge you.
HOW MUCH DOES SHIPPING COST?
Guess what, if you spend over $80.00 shipping is free if you are in Australia! How good is that!
If you spend under this (or you could just add another pair to your cart!) shipping costs are as below:
AUSTRALIA: $12.95 flat rate for orders under $80.00, orders over $80.00 , shipping is free.
NEW ZEALAND: $22.00 flat rate for orders under $120.00, orders of value
MY DELIVERY HASN"T ARRIVED (INSERT SAD FACE), WHAT SHOULD I DO?
Don't despair, we will help to sort it out! Each time you place an order you should receive an order confirmation. Once the item(s) have been dispatched you should receive a tracking number with a link to track the item.
Please allow some working days (as per above shipping times question) for the item to get to you. If the item looks stuck or any of the steps are missing above, please contact our team at firstname.lastname@example.org and they will help to resolve.
WHY HAVEN'T YOU REPLIED TO ME?
Our friendly team get really upset if we don't respond to you straight away, however we are only human and our customer service team is open between 9.30am AEST and 3.45pm AEST Mon-Friday.
MY SHOES ARE FAULTY - HELP!
Oh damn, we try our very best to make sure all goods are sent in perfect condition however as much as it pains us, we know everything doesn't go smoothly. If your item is faulty please contact our team at email@example.com with a picture and description of the fault and our team will be happy to help resolve the issue.
I RECEIVED THE WRONG ITEM - WHAT SHOULD I DO?
Our dispatch team are legends, however sometimes (very very rarely) mistakes do happen (insert crying face). Please email our team at firstname.lastname@example.org and we will be happy to help you remedy the situation.
DO YOU DO EXCHANGES? IF I WANT TO SWAP FOR ANOTHER SIZE, STYLE, COLOUR ETC ETC WHAT DO I DO?
So sorry, we don't offer exchanges, however even better, we offer a 110% credit voucher instead if you change your mind. Though, don't forget! On permanently marked down items we can't offer full refunds however you can receive a 110% credit voucher. All vouchers and refunds will be processed 1-3 days after your return has been received. Please see our returns page for further details.
HOW DO I RETURN ITEMS?
We offer a return portalhere - which incurs a $14.50 postal charge - this covers your postage back to our team who will process your return in 3-4 working days. Please see our returns page for further details including options for an instant refund on full price items.
Can I be confident entering my credit card details on your site?
Your online credit card transactions are secure with Therapy. We use Secure Socket Layering (SSL), the industry-standard encryption technology that ensures safe Internet transmission of your personal information. We never store your credit card details.
Can my private details be trusted with you?
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for 2 reasons: firstly, to process your order and secondly, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us or from another trader in the future.
We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
I am having trouble logging into my account, can you help?
Try the ‘password reminder’ link, or if you are still having trouble, contact us
Which payment methods can I use?
We accept Afterpay, Paypal, Visa, Master Card and American Express.
On the payment page it's asking for a security code, where can I find this?
The card security code is the last three digits above signature strip on the reverse of your Credit or Debit card (or the front of American Express cards)
Can I pay for my shoes with Buy Now Pay Later - Klarna?
You sure can! Find out how to shop with Klarna with their FAQ page found here.
RETURNS & REFUNDS
We accept returns on change on mind purchases, given the products are returned within 30 days from purchase. All returns must be in re-saleable and unworn condition. We do not offer exchanges on merchandise, however you are entitled to a refund (full-priced merchandise only) or an 110% Store Credit. Please choose carefully when purchasing from this site as you will be responsible for the delivery costs back to our office. See more information on Therapy’s Returns and Refunds page.What is Refundid and how does it work?
Absolutely! You can still receive an instant refund with Refundid even if you originally purchased your item with one of our Buy Now Pay Later (BNPL) providers e.g. Afterpay, Humm or Klarna.
Simply follow our usual Refundid process to receive an instant refund. Once received, you can then use the money that you receive instantly from Refundid to repay your outstanding balance with your BNPL service.
*Please note, when using the Refundid platform your payments with your BNPL service will not be automatically cancelled. You will need to repay your BNPL provider with the money that is instantly transferred by Refundid.
What do I do after getting my instant refund?
After using Refundid your refund process is complete. If you have not shipped back your items, you must do so by sending them to the address specified in the Therapy returns policy and provide Refundid with the relevant shipping tracking number. Please add this shipping tracking number through your Refundid account.
For any questions related to the shipping tracking number, please reach out to Refundid here.
All product pages have a link to the size guide. Therapy sizes may vary a little from style to style, we will always suggest to follow the size guideline which is standard across all products listed on www.therapyshoes.com.au.
Access our comprehensive sizing chart here. This features step by step instructions on how to accurately measure your feet.
If you are between sizes we will suggest to go up a size, as you can always use insoles or party feet to pad out the shoe should it be a little roomy!