FAQs

DO YOU SHIP TO INTERNATIONAL DESTINATIONS?

At the moment we only ship to Australia, however this may change in the near future , so please stay in touch and sign up to our site to receive any updates!

So sorry, we have temporarily turned off shipping to New Zealand as we are having postage difficulties.  

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..

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.

So sorry, we have temporarily turned off shipping to New Zealand as we are having postage difficulties.  

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 info@therapyshoes.com.au 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. Please allow 24 hours for us to respond.

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 info@theapyshoes.com.au 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 info@therapyshoes.com.au 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 KNOW WHAT SIZE I WILL BE?

All product pages have a link to the size guide in mm, the length of your foot can be measured from your longest toe to heel and the width is measuring from the bottom of the widest of part of your foot across the top of your foot.

Access our comprehensive sizing chart here. This features step by step instructions on how to accurately measure your feet. The standard measurements are rough guides per size however always refer to your particular size to check the measurements.

Just like clothing different types of shoes can fit different feet shapes and an vary slightly in size. Please take this into account when buying your item.  If you follow our measurements on each style page and add an extra 2-3mm for wiggle room , the fits should match.

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!

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.

WHAT'S A PERMANENT MARKDOWN?
Well it's really easy! If something has been marked down permanently it means the original price will have a line through it and the new price will be in red.  Don't fear! We sometimes will have sitewide sales or special promotions where there is a discount code or a % off a certain category, if your item is full priced and just has this special offer - it will still be considered full price.

FINANCIAL QUESTIONS

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

PAYMENT

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)

KLARNA

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

What about AfterPay? Can I shop with them?
Of course! For further info on their terms, see here

 What is Refundid and how does it work?
Refundid provides shoppers instant refunds for their online returns. No need to wait for your order to be shipped back and checked before you’re issued a refund. Use Refundid to get your refund before you’ve even sent back your items.
With Refundid your refund appears in your account in under 30 seconds.
Click here to get started!
Can I use Refundid if I purchased my order with a buy now pay later service, like Afterpay or Zip Pay?

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 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.