If you’re not 100% happy with your new shoes, we will be totally devastated. Having said that, we will gladly accept returns of unworn merchandise within 30 days of the order date. We offer an 110% Store Credit or Refund on all full priced merchandise. Sale items are only eligible for a store credit.
We have partnered with Refundid to offer instant refunds for your online returns. Follow Refundid’s simple process below to receive your full refund instantly, even before shipping back your items.
All returns incur a postage fee of $12.50 AUD. If you select a refund, this will be deducted from your refund. If you choose store credit, you will incur the cost of the return fee through Australia Post unless the product is deemed faulty or incorrect.
We can only accept returns on merchandise purchased directly from www.therapyshoes.com.au.
Please note we cannot accept pickup or drop-off to our head office address due to health and safety reasons.
During high volume sale periods and COVID-19 lockdowns, there can be delays with order processing. Whilst our team is working hard to ensure your return is processed as soon as possible please allow an additional 5 - 7 business days for this. We appreciate your patience and understanding during this time.
THERAPY reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will be covered by the customer.
- We do not provide refunds on SALE items. Sale items are only eligible for a store credit.
- Please make sure your item is returned within 30 days of your order
- Please make sure you return your item/s in unworn condition with original packaging.
- Returns can take 5-7 business days to process once received in the warehouse.
- Your 110% Store Credit will be emailed to you upon return
- Your Refund will be processed back to your original payment method
- Therapy Shoes is not responsible for lost, stolen or undelivered parcels
- Shipping costs are non-refundable
Unfortunately, we do not offer exchanges but you are most welcome to place an order for the correct size/colour/style.
A THERAPY store credit will be emailed to you in the form of a gift card, which you can use to repurchase another item. THERAPY Store Credits do not expire.
Should you wish to return something you have purchased using Afterpay, the return process is still the same.
Please note: Your personal agreement with Afterpay is separate to THERAPY. This agreement still stands and it is the responsibility of the customer to continue the scheduled fortnightly repayments. Any late fees associated with non-payment will be held liable to the customer.
We treat every order with absolute care and pack them with precision and love to make sure they are in a good condition when delivered to you. However, in the unlikely case of an item being delivered as faulty, we will be happy to provide you with a replacement, store credit or full refund provided:
- The item is unworn and in original packaging
- You notify us within 14 days from delivery date via firstname.lastname@example.org including the order number, a brief description of the fault in your item(s) as well as pictures that show the fault. The item will be assessed by our customer service team before the return is processed.
For all other enquiries, please email our customer service team email@example.com or fill in the contact form.
1. COMPLETE ONLINE RETURNS FORM
Fill out the form below to get started
If you'd like a store credit, exchange or have a faulty item, please email us directly.
2. PRINT AND ATTACH YOUR LABEL
If you don't have a printer, simply select print in store and present the QR code at the post office.
If you haven't already received a slip, click here.
3. COMPLETE PAPER SLIP TO IDENTIFY REFUND METHOD
You will receive a paper return with your order, please specify if you would like to receive a Refund or 110% Store Credit. Sale items are only eligible for a Store Credit.
**IF YOU ARE RETURNING SHOES FROM NEW ZEALAND**
3/11 Rocklea Dr
VIC 3207 Australia
Be sure to include your returns slip inside.