We know you want your Therapy order ASAP, and our team works hard to get your shoes to you as quickly as possible.

AUSTRALIA

• Metro locations: 2–7 business days
• Rural locations: 5–10 business days

Please note that delivery times are estimates and may vary depending on your location and the courier.

We offer Express Shipping for a flat rate of $20 AUD.

During high-demand sale periods, Express Shipping may be temporarily unavailable. During these high-volume periods, dispatch times may be longer than usual, so we may temporarily remove the Express Shipping option to ensure you are not charged for a service we cannot reliably meet.

AUSTRALIA

• $9.95 AUD flat-rate standard shipping for orders under $80 AUD.
• FREE standard shipping on orders over $80 AUD.
• Express Shipping: $20 AUD, subject to availability.

NEW ZEALAND

We’re sorry, but we have temporarily paused shipping to New Zealand due to current postage difficulties. We hope to resume New Zealand shipping as soon as possible.

Each time you place an order, you’ll receive an order confirmation email. Once your order has been dispatched, you’ll receive a shipping confirmation with your tracking number and a link to track your parcel.

Please allow the estimated delivery timeframes outlined in our shipping information for your order to arrive.

If your tracking appears to be stuck, your order is outside the expected delivery timeframe, or you haven’t received one of the emails above, please contact our team at info@therapyshoes.com.au and we’ll be happy to help.

We currently ship within Australia only.

We have temporarily paused shipping to New Zealand due to postage difficulties. We hope to resume NZ shipping as soon as possible.

We’re always looking at expanding our shipping destinations, so sign up to our mailing list to be the first to hear about any updates.

Our Customer Service team is available Monday–Friday, 9am–3pm AEST. Please allow up to 24 hours for us to respond to your enquiry, however response times may be slightly longer during busy periods, including sales and promotional events.

If you haven’t received a response, please check your junk or spam folder in case our reply has been filtered.

Still haven’t heard from us? Please email info@therapyshoes.com.au again and our team will get back to you as soon as possible.

We process orders as quickly as possible, so we’re unable to guarantee changes or cancellations once an order has been placed.

If you need to make a change or cancel your order, please contact info@therapyshoes.com.au as soon as possible and our team will do their best to assist.

Once an order has been dispatched, we are unable to make changes or cancel the order. You can return your order in accordance with our Returns Policy.

If you need to change your delivery address, please contact info@therapyshoes.com.au as soon as possible after placing your order.

We’ll do our best to update your address before your order is dispatched, however we cannot guarantee changes once an order has been processed or dispatched.

Please ensure your delivery details are correct before completing your order.

We’re sorry! Please contact info@therapyshoes.com.au as soon as possible with:

• Your order number
• A description of the item you received
• Clear photos of the item and packaging

Our Customer Service team will review this and arrange the appropriate solution.

We’re sorry! Please contact info@therapyshoes.com.au as soon as possible with:

• Your order number
• A description of the item you received
• Clear photos of the item and packaging

Our Customer Service team will review this and arrange the appropriate solution.

We’ll price match Therapy products sold by an authorised Australian or New Zealand retailer, provided:

• The product is identical, including the same style, size and colour.
• The product is currently in stock and available to purchase.
• The lower price is publicly advertised and available to customers in Australia or New Zealand.
• We can verify the product, price and availability.

We take pride in making sure your shoes arrive in perfect condition, but occasionally things don’t go to plan.

If you believe your shoes are faulty, please contact our Customer Service team at info@therapyshoes.com.au with your order number, a brief description of the fault and clear photos showing the issue.

Our team will assess the fault and work with you to find the best solution.

We’re sorry! Please contact info@therapyshoes.com.au as soon as possible with:

• Your order number
• A description of the item you received
• Clear photos of the item and packaging

Our Customer Service team will review this and arrange the appropriate solution.

Items must be returned within 30 days of receipt and must be:

• Unworn and unused
• Undamaged
• In original, resalable condition
• In their original packaging

Full-price items are eligible for a refund, 110% store credit, or exchange, subject to availability.

Permanent markdown items are eligible for a 110% store credit or exchange, subject to availability.

Final Sale items are not eligible for return or exchange for change of mind, sizing or preference, unless faulty.

For full details, please see our Returns Policy.

All returns and exchanges within Australia incur a $14.50 AUD fee, which covers the prepaid return label.

This fee is deducted from your refund or store credit when you use our Returns Portal.

If your item is confirmed to be faulty, the return fee will not apply.

Please note that original shipping costs are non-refundable for change-of-mind returns.

Yes! We offer exchanges on eligible full-price and permanent markdown items within 30 days of receipt, subject to stock availability.

You can exchange your item for a different size, colour or style. Items must be unworn, undamaged and in their original packaging.

A $14.50 AUD return fee applies to exchanges within Australia and covers the prepaid return label.

Final Sale items are not eligible for exchange unless faulty.

When exchanging for a different size  of the same style, we’ll honour the price you originally paid. This means you won’t pay an additional item surcharge if the replacement variant is currently priced higher.

Price matching does not apply when exchanging for a different style. In this case, any difference in price will apply.

Every product page includes a link to our size guide with measurements in millimetres (mm). We recommend measuring your feet and checking the measurements for your specific style before ordering.

How to measure your foot:

• Length: Measure from your longest toe to the back of your heel.
• Width: Measure across the widest part of your foot, from one side to the other.

You can access our comprehensive Sizing Chart here, which includes step-by-step instructions on how to accurately measure your feet.

Please note that our standard measurements are a guide only. Different shoe styles can fit differently depending on the shape and construction of the shoe, so always refer to the measurements provided on the individual product page.

We recommend allowing an additional 2–3mm of wiggle room when comparing your measurements to the size guide.

Between sizes? We recommend sizing up. If your shoes feel slightly roomy, you can always add an insole or Party Feet for a more secure fit.

Yes. Just like clothing, different shoe styles can fit differently depending on the shape, design and construction of the shoe.

We provide specific measurements and fit information on each product page, so we recommend checking these before placing your order.

If you’re unsure about a particular style, our Customer Service team is happy to help. Email info@therapyshoes.com.au with the style you’re interested in and your usual size, and we’ll do our best to recommend the best fit.

Your online credit card transactions are secure with Therapy Shoes. We use Secure Socket Layer (SSL) encryption, an industry-standard technology that helps protect your personal and payment information during transmission.

We never store your credit card details.

We are committed to protecting your privacy and handling your personal information responsibly.

We collect and use your personal information primarily to process your orders, provide customer service and improve your experience with Therapy Shoes. We may also use your information for marketing purposes where you have provided your consent, and you can unsubscribe from marketing communications at any time.

We will only collect sensitive information where it is necessary and permitted by applicable privacy laws, and where required, with your consent.

We take reasonable steps to ensure the personal information we hold is accurate, complete and up to date. If you believe any of your personal information is incorrect, please contact us at info@therapyshoes.com.au and we will assist with updating it.

For more information about how we collect, use, store and protect your personal information, please see our Privacy Policy.

We accept the following payment methods:

• Visa
• Mastercard
• American Express
• PayPal
• Afterpay

Your card security code is the 3- or 4-digit number printed on your card. It may also be called your CVV, CVC or CID.

• Visa & Mastercard: The 3-digit security code is usually on the back of your card, near the signature panel.
• American Express: The 4-digit security code is on the front of your card, above or beside the card number.

This is not your PIN or your card number.

Yes. You can use Refundid Instant Refunds if you paid for your order using a Buy Now, Pay Later service such as Afterpay, Zip or Klarna, subject to Refundid’s eligibility requirements.

Your Instant Refund is paid directly to your nominated bank account. Refundid does not automatically cancel or adjust your BNPL payment plan, so you will need to use the refunded funds to settle your outstanding balance with your BNPL provider.

Please continue making any scheduled payments until your BNPL balance has been settled.

Refundid gives eligible shoppers an instant refund for their online return, so you don’t have to wait for your order to arrive back at our warehouse and be processed before receiving your refund.

With Refundid, your refund can appear in your account in under 60 seconds.

To use Refundid, you must be based in Australia and provide valid identification, such as an Australian driver’s licence or passport, as part of the verification process.

Once you’ve received your Instant Refund, you still need to send your return back to Therapy Shoes.

• Package your items securely and ensure they meet our return conditions.
• Use the prepaid return label provided through our returns portal.
• Send your return back within 7 days of receiving your Instant Refund.
• Keep your tracking information until your return has been received by our warehouse.

You can create a Shop account through the Shop app or during checkout when shopping with Therapy Shoes.

Simply follow the prompts to enter your details and create your account. Once set up, you can use your Shop account to track orders, view your purchases and manage your shopping information.

Already have a Shop account? You can use the same login details when shopping with Therapy Shoes.

If you’re having trouble logging into your Therapy Shoes account, try using the “Forgot Password” or “Password Reminder” link on the login page to reset your password.

If you’re still having trouble accessing your account, please contact our Customer Service team at info@therapyshoes.com.au and we’ll be happy to help.