Returns & Exchanges

What can I exchange or return?

We accept returns and exchanges, but please be mindful of our store policies.

All items marked ‘FINAL SALE’ online at the time of purchase can be returned within 30 days from date of dispatch for an exchange or store credit only.

All other items can be returned within 30 days from date of dispatch for an exchange, store credit or refund.

All exchanges/returns are processed via our Returns & Exchanges portal, which you can access here: Returns & Exchanges Portal

You will need your order number and the email OR phone number used for the order to begin your request. Through the portal, you will be stepped through what is needed to complete your return or exchange, based on the eligibility of your item.

Once your request is received our team will review the information and provide an update on the next steps to take. This may take up to 48 hours from submission. Please note that exchanges and returns (which exception to faulty items) will not be accepted after the 30 day period, and your items will appear as ineligible for exchange/return via the Returns & Exchanges Portal after this time.

I would like to exchange my item
Select the Exchange option through the Returns & Exchanges Portal, and select the new item you wish to exchange your current item for. Our team will confirm that the item is in stock and will put this aside for you, awaiting the return of your current item. If a balance is owed to yourself or to the store, we will organise a refund/payment for you.

After you receive approval from our team, please return your item/s - they must be in NEW/UNUSED condition and in their original packaging. Upon return the item will be assessed, so we recommend the items be returned in a sealable/secure satchel or similar to ensure the items are secure during transit.

The cost of return postage will be covered by the customer, and Free Shipping does not apply to exchanged items (this will incur a $10 shipping fee for redelivery).

I would like a refund
Select the Return option through the Returns & Exchanges Portal. If your item is eligible for a full refund, it will appear as an option for selection. If your item is not eligible for refund, you will be given a Store Credit option.

Upon approval of your request through the portal, you will receive further instructions on how to return your item/s – they must be in NEW/USED condition and in their original packaging. Once your item/s are received by our team, they will be assessed, so we recommend the items be returned in a sealable/secure satchel or similar to ensure the items are secure during transit. The cost of return postage will be covered by the customer.

For all eligible returns, payment will be processed in the next billing cycle via your selected method of payment. If you are ineligible for a refund, you will be issued a store credit via the email address used for the purchase within 48 hours of the item arriving back in-store.

Help - My items arrived damaged!
Sometimes an item might get damaged in transit – if this happens to you, please jump on our Returns & Exchanges Portal. Under either ‘Exchange’ or ‘Return’ you will find an option for ‘Item is damaged’ and can provide us with further information to assess your concerns.

Uh oh - I received the wrong item
Oh no! If you believe you’ve received someone else’s order by accident, please jump on our Returns & Exchanges Portal. Under either ‘Exchange’ or ‘Return’ you will find an option for ‘Item that arrived is incorrect’ and can provide us with further information to assist you with getting the right item ASAP.

My item is faulty
Sometimes an item is faulty from the manufacturer and for this reason we are here to help! If you are still within the 30 day period outlined above, you will be able to process your exchange or return via our portal. Under either ‘Exchange’ or ‘Return’ you will find an option for ‘Item is faulty’ and can provide use with further information to assess your concerns.

If your problem has arisen past the 30-day period from date of dispatch, you will need to contact us directly at sales@shaysshoes.com.au.  Please provide as much detail as you can (including information to find your original invoice), so we can best assist you.