Returns Policy

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 the following options for full price items- full refund, an instant refund via Refundid or an 110% credit. For all items on permanent markdown we only offer an 110% store credit. 
Items must be returned within 30 days of receipt,  in original packaging and unworn, unless deemed faulty.  All returns within Australia incur a postage fee of $14.50 AUD. This covers a prepaid returns label. 
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 panic! We sometimes have sitewide sales or special promotions where there is a discount or a percentage off a certain category. If your item is full priced and is part of a promotion - it will still be considered full price and you will remain eligible for all return options. 

DO YOU OFFER EXCHANGES? IF I WANT TO SWAP FOR ANOTHER SIZE, STYLE, COLOUR ETC ETC WHAT ARE MY OPTIONS? 

So sorry, we don't offer exchanges, however we do offer an 110% credit voucher or a refund instead which can be used towards making another purchase. 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 3-4 days after your return has been received. If your item is eligible for an Instant Refund, you will receive your $$ within 90 seconds!

Please note we will honour any sales promotion that you purchased the item with as long as you repurchase the same style.  

MY ITEM IS FAULTY - WHAT DO I DO?

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  info@therapyshoes.com.au 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. 
HOW DO I RETURN MY ITEMS?
We offer a simple returns portal which you can access  here. All returns incur a $14.50 postal charge - which covers your postage back to our team who will process your return in 3-4 working days.  If you don't want to enter your personal information in the instant refund option, please select standard refund or 110% store credit.
DO YOU OFFER INSTANT REFUNDS?
We sure do! You can obtain an instant refund on full priced items through our 3rd party partner - REFUNDID. There is no fee to obtain an instant refund, however there is $14.50 charge which covers a prepaid returns label. 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.  Return Postage cost is payable by you. 
Our address is: Therapy Shoes - 3/11 Rocklea Drive, Port Melbourne VIC 3207.  If you have a faulty item  please contact our team info@therapyshoes.com.au
So sorry, we have temporarily turned off shipping to New Zealand as we are having postage difficulties.  


BEGIN YOUR RETURN

Returns

Please enter your order details to begin your return

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Refundid - Instant refunds
  • 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 3-4 business days to process once received in the warehouse. 
  • Your 110% Store Credit will be emailed to you within 4 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

STORE CREDITS
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 have a 3 year expiry date. 
AFTERPAY RETURNS
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.