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. Deliveries can take over 10 days in some areas. 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

New Zealand: calculated at checkout. From $23.

 

Express Shipping (Australia only):

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 50% off or greater are deemed ‘FINAL SALE’. We do not offer exchanges, store credits or refunds.

Online customers have the following options:

  • Full priced items: Size exchange (AU only) or full refund (AU & NZ)
  • Sale or discounted items (up to 40% off): Size exchange (AU only) or full refund (AU & NZ)
  • Sale or discounted items (50% off and over): Final Sale. No returns or exchanges
  • We are unable to offer exchanges for another product online.
  • Size exchanges limited to 1 exchange per order, Australian orders only.

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 on items 50% off and over: 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)

  1. Read through the Returns Policy (above) carefully to ensure it is within these terms
  2. Complete the Returns Form enclosed with your order
  3. 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:

No special promotions available at this time.