We offer refunds for returns on all full price items within 1 month of the date of purchase. On sale items, we offer a credit note within 1 week of the date of purchase. Click here for our full policy.
No, full price items are eligible for a refund, while sale items can only be returned for a credit note. Full price items purchased on promotion (for example, a 20% off flash sale) remain eligible for a refund. Sale items refers to products that have been permanently marked down in our sale section.
Yes, you are more than welcome to take your online order to any Shoes & Sox retail store (excluding Myer concessions) to receive a refund, exchange or credit note where applicable. Please show the team member your order confirmation (either on your phone or printed) and return your FBB card if received.
It depends on your order total for orders shipped within Australia. We offer free standard shipping on all orders over $69. If your order total falls below this threshold, shipping charges will automatically apply. We charge $9.95 for standard shipping.
Typically, it takes around 2 - 5 business days, however, order processing and delivery is taking longer than expected due to COVID-19 so please anticipate delays.
1-2 business days – VIC
1-3 business days – NSW, ACT, SA & QLD metro and most regional areas*
2-5 business days – WA, NT, Tasmania
1-3 business days – VIC
2-6 business days – NSW, ACT, SA & QLD metro and most regional areas*
3-10 business days – WA, NT, Tasmania
These estimates refer to time in transit only and not processing times
For full shipping information, please visit our delivery page
Need to return it? Easy! All full-price products are able to be returned for a refund and sale items can be returned for a store credit. We have relaxed our return policy due to COVID-19. Full-price purchases (including items purchased on discount, but not sale items) can be returned within 60 days, or 30 days after stores re-open.
For full return information, please visit our returns page
Please get in touch with here or on (03) 8671 1746 at your earliest convenience so that we can investigate with Australia Post on your behalf. Every effort will be made to have your order successfully delivered in a timely manner.
Some orders with multiple items will experience staggered deliveries. You should be notified of this once your order has shipped, however, if you weren’t and are missing product, please contact us here or on (03) 8671 1746.
Firstly, please check your order to confirm that you were eligible for an FBB card. We only send out FBB cards for product which is purchased at full priced, meaning it wasn’t marked down as part of a promotion or wasn’t permanently marked down. If you were definitely eligible, please get in touch with us here if it has been longer than 3 weeks since you received your order. Often, FBB cards are sent separately and may take a couple of weeks to arrive.
There may be several reasons why your coupon code isn’t working. The most common would be that it has expired or you have not reached the minimum spend. Kindly note, that for any coupon code, minimum spend refers to product only and excludes shipping costs. Please check our terms and conditions page for our full list of exclusions and if you’re still unsure, please contact us here.
Afterpay is a secure, interest-free payment platform that allows you to receive your order now, and pay it off in four fortnightly installments. To use Afterpay, you will need to create an account with your credit card details, and Afterpay will direct debit the payments. Your order will be sent out as normal. Afterpay is available both online and in-store at Shoes & Sox.
We are generally unable to make any changes or cancellations to an order once it has been placed so please be sure to double check all information before submitting. While we may not be able to assist, please contact us on (03) 8671 1746 as soon as possible so that we can advise if a change or cancellation will be possible.
If your order is marked as return to sender, this will be sent back to the dispatch location. This process could take anywhere between 3 days to 2 weeks at the most, depending on your location in relation to the dispatch location. Once received, the Customer Service team will be in touch to organise your order to be resent.
When placing your order, please ensure that your details are completely correct and has all the relevant information, to avoid this occurring.