If, for any reason, you are not happy with the product that you have purchased on-line, Shoe Candy is happy to exchange the item/s or provide you with a credit note, providing that the product is returned to us undamaged and in its original condition. You should contact us immediately on receipt of your parcel (within 3-5 days). It is the customer's responsibility to pay all freight charges to return the item.
Although not required it is suggested you insure returns, as we are not responsible for items lost in transit (Please note that insurance up to $100 is a cost of $2.50 only within Australia).
If goods are faulty, wrongly described or different from a sample shown, you may choose between a refund, exchange or a credit. Please see instructions below for Defective Items.
When it comes to returns or exchange, we operate a “fair and reasonable” policy. All items are thoroughly inspected for defects at our depot prior to shipping. You should contact us immediately on receipt of your parcel (within 3-5 days) if you believe there is an error and deem it necessary to return the item.
Shoes may be returned only if they have not been worn and are in the original packaging, for exchange only (different size or colour subject to availability) or credit towards another purchase (no refunds). All postage associated with returns to Shoe Candy is the responsibility of the customer, and return shipping of the exchanged item is also at the customers expense. All exchanges and credits are assessed on a case-by-case basis, and may be refused at the discretion of Shoe Candy.
Stockings and hosiery may not be returned if the packaging seal is broken due to hygiene requirements. Other accessories (including Shoe Stoppers) are not eligible for return or exchange. Shoe Candy provides high resolution imagery so all products appear as represented on our website.
Shoe Candy prides itself on providing quality footwear at very reasonable prices. All shoes are inspected for quality; however, some slight imperfections may occur due to the manufacturing process.
Please phone for a returns authorization number, no returns will be accepted without this number.
Defective items must be returned to the following address:
PO Box 966
Items must be returned within (7) seven days of the puchase date to be eligible for replacement. Items will be replaced with the same item originally purchased. For items that cannot be replaced, a full refund will be offered.
*Original condition means unused, unmarked, unlaundered and in original packaging
Please note that discounted items (20-60%) cannot be returned for a refund (even for incorrect sizing), as they are offered at a greatly reduced price and most will not be restocked.
How to return your item
Complete the on-line Contact Form, or contact Shoe Candy Customer Service team on (02) 9897 7767. A customer service representative will evaluate your return request, record all the necessary product return information and issue you with a Return Authorisation Number (RAN). You must obtain a RAN number immediately so as to ensure that you are eligible for a replacement or refund.
Send your item to the return address provided. Please ensure that your RAN number is clearly displayed on the return packaging.
As soon as the return has been received, a replacement product will be shipped or re-ordered.
The return must be received by Shoe Candy within (14) fourteen days of the RAN number being issued.
Replacement product will only be shipped after the faulty item has been received by Shoe Candy.
All returns must have a RAN number.
Any item that is returned to Shoe Candy without a RAN number will be returned to sender.
If you feel that your return falls outside of our policy, then you will need to complete the on-line Contact Form, or contact us on (02) 9897 7767, to confirm if your return can be accepted.