Returns, Exchanges, Store Credit & Warranty
We want you to love your purchase. This policy explains our voluntary change-of-mind returns and our separate warranty and consumer-law obligations. Nothing here limits rights you may have under applicable consumer law.
Change-of-mind returns
You can request a change-of-mind return within 60 days of delivery for an exchange or store credit. We do not offer a refund to the original payment method for change-of-mind returns, except where required by applicable law. This policy applies to footwear and eligible accessories. Dancewear is excluded. See Dancewear (Hygiene Items) below.
For an approved exchange of the same item in a different size, we'll honour the price you paid for the original item, including any discount applied to that purchase, if the exchange item is available. For a different item, we'll confirm any price difference with you before proceeding. If the exchange item is unavailable from both our Sydney stock and our US distribution warehouse, we'll issue store credit instead; we don't accept preorders or backorders for unavailable items.
Change of mind includes choosing the wrong item, deciding you no longer want it, or finding that it does not fit as expected when the item matches its description and published size chart. Our footwear sizes are listed in US sizing; please check the size chart before ordering. If an item is faulty or not as described, see the warranty and consumer rights section below instead.
For a change-of-mind return, the item must be unused and unworn, with no signs of wear (including on the soles), in its original shoe box and resaleable condition. Pack the shoe box inside a protective satchel, bag, wrap or shipping box. Please do not attach a shipping label or tape directly to the shoe box. Returns with damaged packaging may be declined if the item is no longer in resaleable condition.
Final sale and larger discounts
Items marked Final Sale or discounted 30% or more are excluded from our voluntary 60-day change-of-mind exchange and store-credit policy. This does not exclude warranty claims or remedies required by applicable consumer law, including for faulty or misdescribed items.
Dancewear (Hygiene Items)
For hygiene reasons, Pleaser Dancewear (including bikinis, sets and bodywear) is not eligible for change-of-mind returns or exchanges, including for fit. Dancewear is one size with adjustable ties, so please check the Size Guide and the coverage notes on the product page before ordering, or message us if you're unsure.
This doesn't affect your rights if an item is faulty or not as described. Dancewear is covered by our 6-month warranty against manufacturing defects (for example, seams coming apart under normal wear or rhinestones detaching), as well as your rights under Australian and New Zealand consumer law. To make a claim, email photos and your order number to hello@shoeme.com.au.
How to request a return
Log in to your customer account at account.shoeme.com.au using a one-time email code and submit a return request. In the notes, tell us whether you want an exchange or store credit, or describe a possible fault. Our team manually reviews requests before approving them. For approved Australian and New Zealand returns, we'll email you a return label and instructions. Please wait for approval and instructions before posting your item.
Return shipping for change-of-mind returns
- Australia: A$10 tracked return label.
- New Zealand: Tracked return label charged at $20 in the currency paid for the order (AUD or NZD), without currency conversion.
- Other countries: You arrange and pay for return shipping yourself; we do not provide a return label.
If you choose an exchange, we'll invoice the applicable return-shipping charge after your returned item has been received and processed and your exchange item is ready to send. If you choose store credit, we'll deduct the applicable return-shipping charge from the credit amount.
Warranty, faults and consumer rights
We provide a 6-month warranty against manufacturing defects and faults. Depending on the issue, a warranty remedy may be repair, replacement or refund. Our warranty does not cover normal wear and tear, misuse or accidental damage. We waive return-shipping charges for approved warranty returns.
The warranty and the voluntary change-of-mind terms are in addition to, not a replacement for, rights under applicable consumer law. For example, Australian customers may be entitled to a repair, replacement or refund for goods that are faulty or not as described, with the remedy depending on the circumstances. Statutory rights are not limited to six months, and final-sale or discount labels do not remove them. New Zealand customers also retain any applicable statutory consumer rights.
For a possible fault, submit a request through your customer account and email photos and a description to hello@shoeme.com.au. We will review the issue and explain the next steps.
European Union orders
For customers whose orders are subject to EU withdrawal rights, the applicable 14-day withdrawal period and refund rights still apply, including where these differ from our voluntary change-of-mind terms. Contact us or submit a request through your customer account if you want to exercise those rights. Applicable consumer rights for faulty or misdescribed goods are unaffected.
Questions?
Email hello@shoeme.com.au if you need help with a return, exchange or warranty claim.