Exchanges, Credit Notes, Refunds, and Warranty Requests

At Shoe Me, we strive to ensure a seamless shopping experience for our valued customers. Understanding the importance of flexibility and customer satisfaction, we have established a comprehensive policy for exchanges, credit notes, refunds, and warranty requests. Below, you'll find detailed information on how to navigate these processes with ease.

How to Submit a Return Request

To initiate a product return, please submit your request through your customer account. Our hassle-free return process allows you to log in using a one-time code sent to your email—no passwords required. When submitting a return request, we encourage you to fill out the optional notes field to expedite processing. Clearly specify whether you would like an exchange, store credit, or a refund.

Our team will review your request for approval. If you are requesting an exchange, please indicate the desired items in the notes section. Upon approval, we will provide a return shipping label for our Australian and New Zealand customers via email.

Return Shipping Label Costs

• Australia: $10 flat-rate tracked return label per item.
• New Zealand: $20 flat-rate tracked airmail return label per item.
• Rest of the World: Customers are responsible for return postage costs, as we do not have return post agreements outside AU and NZ. You will need to provide your own return label at your own cost.

General Return Terms & Conditions

• Returns are accepted within 60 days of the order fulfillment date. Returns outside this timeframe will not be accepted.
• Returns for change of mind, including incorrect size or item, will not be accepted for clearance items, items marked "Final Sale", or items discounted by 30% or more. These items are only eligible for return if there is a major fault not described at the time of purchase, as outlined by Australian Consumer Law.

Warranty, Defects, Damages, and Faults

Warranty claims are accepted within 6 months of the order fulfillment date for major faults or design defects, excluding general wear and tear under fair use. To make a warranty claim, complete the request through your account and email us photos of the issues for remote assessment. This process allows us to evaluate your claim without the need for you to return the item.

Eligibility for Returns

To qualify for a return, your item must be in the same condition as received—unworn or unused, with tags, and in its original packaging. You will also need the receipt, Order ID, or proof of purchase. For any return-related inquiries, feel free to contact us at our customer service email.

European Union 14-Day Cooling Off Period

For merchandise shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be in the same condition as received, unworn or unused, with tags, and in original packaging. A receipt or proof of purchase is required.

Refunds

Once we receive and inspect your return, we will notify you of the refund approval status. Approved refunds will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at our customer service email.

We are committed to providing you with the best possible service and support. Should you have any questions or need further assistance, do not hesitate to reach out to us.