Shipping & Returns
Shipping
Please allow 1-2 business days for your order to be processed and dispatched.
During sale periods and throughout the holiday season, your purchase may take longer to arrive. Please allow adequate time for delivery.
The House of Shoes will not be held liable for stolen or lost parcels. We strongly recommend customers provide a secure delivery address.
When your order has been processed and dispatched, you will receive an email confirmation with your tracking number. All orders are sent via Australia Post. Once you have received your tracking number, you can track your parcel online here: http://auspost.com.au/track/
**Please note, Australia Post is experiencing longer transit times for parcels, so please be patient. Alternatively, select Express Post if you need your items in a hurry.
Shipping costs
FREE Standard Shipping for all orders across Australia over $250
Orders under $250, Australia wide: $10 Standard Shipping
Express Shipping
ACT, NSW, VIC, TAS & SA: $15
QLD: $20
WA & NT: $35
Returns Policy
We hope you love your new shoes, but if you do have a change of mind, or they do not fit properly, we ask that you return the shoes within 14 days. For online orders this is 14 days from the delivery date.
For products marked ‘FINAL SALE’ we do not offer exchanges, store credits or refunds unless the product is deemed faulty.
Online customers have the following options:
- Full priced items: Size exchange or full refund
- Sale or discounted items: Size exchange or full refund
- Final Sale: no returns or exchanges
- We are unable to offer exchanges for another product online.
- Size exchanges limited to 1 exchange per order.
In store customers have the following options:
- Full priced items: Exchange, credit note or full refund
- Sale or discounted items: Exchange or credit note. No refunds will be issued on sale items for incorrect choice or change of mind.
- Final Sale: no returns or exchanges
Item(s) must be returned unworn, in their original condition and packaging (inc. correct shoe box & paper packaging), along with proof of purchase. Always try your shoes on a carpeted surface to avoid any damage to the shoes. If the item(s) do not meet these standards, we reserve the right to deny you an exchange, credit note or refund and the item(s) will be returned to you.
Postage costs incurred in the return will be your responsibility.
If an item is deemed faulty, repair, replacement, credit note or refund will be given at the discretion of The House of Shoes. Before an item can be deemed faulty it must be assessed in-store or via sufficient photographic evidence by The House of Shoes. We will happily cover the cost of any postage required for items deemed faulty.
How to return an item (online orders)
- Read through the Returns Policy (above) carefully to ensure it is within these terms
- Complete the Returns Form enclosed with your order
- Protectively pack the item(s) in original packaging and postage satchel, along with a copy of the Returns Form marked with the item(s) being returned to The House of Shoes:
The House of Shoes Returns
Shop 1, Old Brisbane Arcade
70 Brisbane Street
Launceston, Tasmania 7250
Please note the following regarding online returns and exchanges:
- Refunds are issued for the cost of the item only, excluding shipping costs
- The cost of returning an item is at the customer’s expense
- Replacements sent within Australia will be re-shipped free of charge (service available for faulty items or exchanged sizes only)
- Returns are usually processed within 1-3 days of their arrival at The House of Shoes. Refunds may take up to 10 days, depending on your bank (if paid by debit/credit card).
The House of Shoes may from time to time offer temporary offers and sales. Relevant terms and conditions apply to such offers and are set out below:
The House of Shoes Warehouse Sale*
Terms and conditions apply. Up to 80% off selected styles valid at The House of Shoes Pop-Up Warehouse Sale in Old Brisbane Arcade, 70 Brisbane Street Launceston Tasmania 7250, from 08:30am AEST Friday 19/04/24 until 04:00pm AEST Saturday 20/04/24 and online Warehouse Sale at thehouseofshoes.com.au valid 03:00pm AEST Saturday 20/04/24 until 12:00pm AEST Monday 22/04/24, while stocks last and/or otherwise withdrawn or extended. Discount applied to participating products only. Offer cannot be used in conjunction with any other promotion or discount. Offer cannot be applied to previous purchased items, shipping or Gift Cards. The House of Shoes reserves the right to exclude items from sale and/or remove products during the Sale period. Final Sale rules apply: we do not offer exchanges, store credits or refunds. Please see thehouseofshoes.com.au/pages/shipping-returns for further information regarding our Returns policy.
