We hope you love your purchase at Therapy Shoes, however as much as we wish it was , we know sometimes, not everything is perfect.
We offer a full refund , instant refund through Refundit or 110% credit on full priced items, all items on permanent markdown we offer a 110% credit only.
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.
MY ITEM IS FAULTY - WHAT DO I DO?
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 firstname.lastname@example.org with a picture and description of the fault and our team will be happy to help resolve the issue.
HOW DO I RETURN MY ITEMS?
We offer a return portal here
- 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.
DO YOU OFFER INSTANT REFUNDS?
We sure do, please click here and you can obtain an instant refund through our 3rd party app - REFUNDID,
THIS ONLY APPLIES TO FULL PRICED PRODUCTS (definition above). The fee to use this app is $14.50 which covers postage of your return. For any questions you have about refundid please click here.
I'M IN NZ - WHAT DO I DO?
To our friends in NZ, we are sorry our portal only covers returning within Australia, if you wanted to return from NZ please send back to our office with the return slip in original packaging. Our address is: Therapy Shoes - 3/11 Rocklea Drive, Port Melbourne VIC 3207. If you have a faulty item please contact our team email@example.com
Therapy Shoes offers the following:
Refundid (instant refunds) on all full priced items (includes full price items on promotion). Please note there are fees associated with instant refunds.
Standard Refund on all full priced items (includes full price items on promotion).
110% Store Credit on all Therapy items (including permanent markdown and full price items).
Sorry we do not offer exchanges, however you are more than welcome to repurchase for the same style once your return is finalized.
*Permanent markdown items are only eligible for a store credit. This does not include purchases made during promo offers. Markdowns are shown on the website as any product with a slash through the retail and a reduced red sale price.
Please note, we can only accept returns on merchandise purchased directly from www.therapyshoes.com.au.
All returns within Australia incur a postage fee of $14.50 AUD.
If you select a refund, this cost 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.
BEGIN YOUR RETURN
**IF YOU ARE RETURNING SHOES FROM NEW ZEALAND**
For all NZ returns please address the return to:
3/11 Rocklea Dr
VIC 3207 Australia
Be sure to include your returns slip inside.
If you believe there is an issue with your delivery, or you have received a faulty product please contact firstname.lastname@example.org
Please note, return postage fees are at the customer’s expense. We would suggest using a tracked postal service, as Therapy is not responsible for missing deliveries.
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 permanent markdown items. These items are only eligible for a store credit. Items purchased through a promo are eligible for refund.
- 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 within 7 business days upon receipt in our warehouse.
- 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:
- You notify us within 14 days from delivery date via email@example.com 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.