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Important Information

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Tip of the Day

Tip # 1 - Be sure of the right fit
Everyone has one foot slightly larger than the other. Make sure you buy shoes for the larger foot, not the smaller one. 

Returns Policy

Exchange & Return – Online Purchase

This policy only applies to products purchased from Shoe Box Online and we will only accept returns purchased from our online store. We appreciate it is not always easy buying the perfect shoes online and we understand that you may occasionally need to return or exchange products. You may return or exchange your online purchase, in person, at your nearest Shoe Box store or post it to Shoe Box Online (either with or without a Pre-paid Return Shipping Label).

Refund is subject to the following terms and conditions:

·         Product must be posted back to Shoe Box Online within 30 days of purchase. 

·         Product must be unworn and in its original condition

·         Product must be in its original manufacturer’s packaging with all packaging materials intact

·         A copy of or the original invoice must be provided

·         A completed Return Form must be provided for postal return

·         You will be responsible for return shipping and handling charges. 

·         Shoe Box Online will not refund the initial postage, handling fee, insurance, gift wrapping and other fees. 

·         Products that were purchased in conjunction with a promotion and were subsequently delivered with a Free Gift must be returned with the Free Gift to receive a full refund. If the original product is returned without the Free Gift, the value of gift will be charged onto the credit card / Pay Pal account used for the original purchase.

·         Shoe Box Online reserves the right to assess the condition of all returned products and this may result in items not being accepted for refund or exchange.

·         Refund will only be credited back onto your credit card / Pay Pal account once Shoe Box has received the product and assessed the product to be in acceptable condition. 

·         Refund may take up to 10 business days to process.

·         If you return the product by post without a Pre-paid Return Shipping Label, please keep the appropriate proof of return for tracking purposes.  Shoe Box Online will not be held liable for any product that goes missing in transit in which case Shoe Box Online will deem the product to have never been returned. 


For exchange, please place a new online order online and post back your original product to Shoe Box Online for refund, refund is subject to the above terms and conditions. The original product that you wish to exchange can be returned in person at your nearest Shoe Box store for exchange or store credit voucher. 

How to Return

Option 1 – Post to Shoe Box Online and make a claim on Paypal when you paid with Paypal

With PayPal’s free return shipping we’ll refund you the cost of sending items back, up to 8 times per year, to a value of $45 per eligible transaction.*  Please find if eligible for a refund General conditions of use

Option 2 – Post to Shoe Box Online with Pre-paid Shipping Label

Pre-paid Return Shipping Label is now available to Shoe Box Online customers who wish to return a product originally purchased online at a flat rate fee of $9.90 (GST inclusive).  The Pre-Paid Return Shipping Label is valid for posting via Australia Post from anywhere within Australia. Shoe Box Online shall e-mail a pre-addressed and postage paid label within 1 business day of payment. You need to print the Pre-paid Return Shipping Label and attach it to the parcel you wish to return.   

Pre-paid Return Shipping Label

1.    Click “Pre-paid Return Shipping Label” button above and then click “Add to Cart” to make a payment.

2.    Log in and ensure you use the same customer log in details as the original online purchase.

3.    Shoe Box Online shall e-mail a Pre-paid Return Shipping Label containing a reference number within 1 business day of payment.

4.    Print this Pre-paid Return Shipping Label.

5.    Fill out the Return Form that is enclosed in the original parcel sent to you and attach it to the product you wish to return. You can also download the Return Form from Shoe Box Online website.

6.    Put the product into a satchel bag or a box. You may re-use the satchel bag in which the original parcel was sent to you by turning it inside out. 

7.    Stick the Pre-Paid Return Shipping Label on the parcel you wish to return.

8.    Post parcel via any Australia Post office.

9.    Upon receipt of returned parcel, a refund will be processed in accordance with our Return Policy.

10.  Please note that Pre-paid Return Shipping Label can only be created for domestic parcels and is only valid for Shoe Box Online customers who originally purchased the product online. 

For any enquiries, please contact Shoe Box Online at or 02 9809 2277 or +61 02 9809 2277 if calling from outside Australia.


Option 3 – Post to Shoe Box Online

You may return the product via Australia Post or other postal service to the following address:

Shoe Box Return Orders

U2 / 21 Buffalo Road

Gladesville NSW 2111



Option 4 – Store Return for exchange or store credit voucher

You may return the product, in person, at any Shoe Box store. Original invoice must be presented as a proof of purchase. Refund cannot be given in store unless you receive a defective or damaged product from us. 


Good Damaged or Faulty on Delivery

Except where required by law, you must return damaged product within 30 days of purchase. If a product is later deemed to be faulty, normally warranty conditions for that product apply. 

In an event that you receive a defective or damaged product, we will refund the original product price, postage and handling fee, gift wrapping fee and other fees charged via the original method of payment. 

Alternatively, if you request a replacement product, subject to availability, Shoe Box Online will dispatch the replacement product at our cost, once we receive the returned parcel. 

Please note that all products that are found to be non-defective will be returned to you and will incur postage and handling fee.


Issues with Delivery or Goods Damaged in Transit

Where there is an issue with delivery or the condition of product delivered, Shoe Box Online must be notified of any such issue within 14 days of purchase.