Returns Policy

All returns and exchanges must be lodged through our online returns portal.
A $14.50 AUD return fee applies to change-of-mind returns and exchanges within Australia and covers the prepaid return label. This fee does not apply to approved faulty-item returns.
Once your return arrives at our warehouse, please allow 3–4 business days for processing.

• Returns and exchanges must be lodged through our online returns portal.
• All returns and exchanges within Australia incur a $14.50 AUD return fee, which covers the prepaid return label.
• Once received at our warehouse, returns are processed within 3–4 business days.
• Exchanges are processed within 3–5 business days once received at our warehouse.

If you do not wish to provide personal identification, such as a driver’s licence or passport, for the Instant Refund option, please select either:

• Standard refund
• 110% store credit
• Exchange, subject to availability

Please note: The $14.50 AUD return fee applies to change-of-mind returns and exchanges. It does not apply where an item is deemed faulty.

A $14.50 AUD return fee applies to change-of-mind returns and exchanges within Australia and covers the prepaid return label. This fee does not apply to approved faulty-item returns.

Original shipping costs are non-refundable for change-of-mind returns.

Therapy Shoes is not responsible for parcels that are lost, stolen or undelivered after they have been returned by the customer. Please ensure your return is packaged securely and sent using the prepaid returns label provided.

Items must be returned within 30 days of receipt.
THERAPY reserves the right to reject returns lodged beyond this period.

Yes. You can exchange your item for a different size, colour or style, subject to stock availability.

Exchanges must be lodged through our online returns portal within 30 days of receipt.

Items must be:

• Unworn
• Undamaged
• In original packaging

If your chosen item is unavailable, you may select a refund or 110% store credit instead in accordance with our returns policy.

Price Matching on Exchanges

When exchanging for a different size of the same style, we’ll honour the price originally paid. This means there’s no additional item surcharge if the replacement variant is currently priced higher.

If you exchange for a different style, any difference in price will apply.

FINAL SALE items are not eligible for exchanges. 

• Lodge your exchange through our online returns portal and select your new item.
• A $14.50 AUD return fee applies to exchanges within Australia. This covers the prepaid return label used to send your original item back to us.
• Send your original item back using the return label purchased through the returns portal.
• Once your return is received at our warehouse, exchanges are processed within 3–4 business days.
• Your replacement item will be dispatched once your return has been processed.

Please note: Exchanges are subject to stock availability. If your requested item or size is unavailable when your return is processed, you may select a refund or 110% store credit in accordance with our refund policy.

Items must be returned:

• Unworn
• In original packaging

If items are not returned in original condition, THERAPY reserves the right to reject the return. Rejected items will be sent back to the customer, and any shipping costs will be the customer’s responsibility.

Items marked FINAL SALE are not eligible for return unless deemed faulty.
Change of mind is not accepted on FINAL SALE items.

If you believe your item is faulty, please notify us as soon as possible by emailing info@therapyshoes.com.au.

Please include:

• Your order number
• A brief description of the fault
• Clear photos showing the fault

All faulty items will be assessed by our Customer Service team before a remedy is provided.

If the item is confirmed to be faulty, we may provide a replacement, store credit or full refund, depending on the circumstances and availability.

A permanent markdown is an item that has been permanently reduced from its original retail price. These items are identified by:

• The original price is shown with a line through it
• The reduced price appearing red

Permanent markdown items:

• Are not eligible for a refund, unless faulty. 
• Are eligible for a 110% store credit.
• Are eligible for an exchange, subject to availability

A promotion is a temporary discount or offer applied to an item or order. For example, a sitewide sale, promotional code, Spend & Save offer or other limited-time discount. Items purchased as part of a promotion remain eligible for a refund and exchange, provided the item is not permanently marked down.  

Permanent markdown items are not eligible for a refund for change of mind and are eligible for a 110% store credit or exchange, subject to availability.

Returns are processed within 3–4 business days of being received at our warehouse.

• Refunds are returned to your original method of payment. Please allow additional time for your bank or payment provider to process the refund.
• 110% store credit is emailed to you directly as a gift card once your return has been processed and approved.
• Store credits are valid for 3 years from the date of issue.

Yes. Instant Refunds are available on eligible full-price items through our third-party partner, Refundid.

• Instant refunds are issued within 60 seconds if eligible.
• There is no Refundid service fee.
• A $14.50 AUD prepaid return label fee still applies to returns within Australia.
• Personal identification, such as a driver’s licence or passport, may be required to use the Instant Refund service.

Returns and exchanges for orders paid with Afterpay follow the same returns process.

Please note:

• Your payment agreement with Afterpay is separate from your purchase with Therapy Shoes.
• You are still responsible for any scheduled Afterpay repayments while your return is being processed.
• Any late fees incurred from missed or delayed Afterpay payments remain the responsibility of the customer.
• Once your return is processed and a refund is approved, the refund will be applied through Afterpay in accordance with their terms.

If you choose an Instant Refund through Refundid, the refund amount is paid directly to you within seconds.

If you paid using Afterpay or another Buy Now, Pay Later provider, Refundid does not communicate directly with your BNPL provider. This means your scheduled repayments will not automatically stop or be cancelled when you receive your Instant Refund.

You are responsible for using the Instant Refund funds to pay down your outstanding BNPL balance.

Here’s how it works:

1. Follow the usual Refundid process through Therapy Shoes.
2. Your eligible refund amount is paid directly to you within seconds.
3. Use the refunded funds to pay your outstanding BNPL balance with Afterpay, Zip, Klarna or your applicable provider.

Please continue making any scheduled BNPL repayments until your balance has been settled. Any fees or charges resulting from missed or late payments remain the responsibility of the customer.