Refund policy

Exchanges, Store Credit, Returns & Warranty

Policy updated: 4 October 2026

At Shoe Me we want you to love your purchase. If something isn’t quite right, we offer easy exchanges and store credit returns for unused items.

Our change-of-mind policy and 6-month warranty are in addition to, and do not limit, your rights under applicable consumer law, including Australian and New Zealand consumer protections.

Quick Summary

• Change-of-mind returns can be requested within 60 days of delivery for exchange or store credit only, except where applicable law gives you other rights.
• 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.
• Items must be unused, unworn and returned in the original box with no signs of wear.
• Returns must be packaged inside protective outer packaging (such as a satchel, bag, paper wrap or box). Please do not attach labels or tape directly to the shoe box.
• Australia – $10 tracked return label.
• New Zealand – $20 in the currency paid for the order (AUD or NZD), with no currency conversion, for a tracked return label.
• Other countries must arrange and pay for their own return shipping.
• Final Sale items and items discounted 30% or more are excluded from our voluntary change-of-mind policy, but remain covered by warranty and applicable consumer rights.
• Pleaser Dancewear can't be returned or exchanged for change of mind (including fit) for hygiene reasons, but is covered by our warranty and consumer law if faulty.
• All purchases include a 6-month warranty against manufacturer defects (excluding general wear and tear).

To start a return, log into your account at https://account.shoeme.com.au/. You can log in using a one-time email code (no password required).

How to Request a Return

Submit your return request through your customer account.

Please include notes specifying whether you would like:

• an exchange, or
• store credit

All return requests are reviewed by Shoe Me staff before approval.

Once approved, we will email your return shipping label (for AU and NZ customers) and instructions. Please wait for approval and instructions before posting your item. For a possible fault, include a description and email photos to hello@shoeme.com.au.

Return Shipping Costs

Australia
$10 tracked return label for an approved change-of-mind return.

New Zealand
Tracked return label charged at $20 in the currency paid for the order (AUD or NZD), without currency conversion, for an approved change-of-mind return.

For an exchange, we invoice the applicable return-shipping charge after the returned item has been received and processed and the exchange item is ready to ship. For store credit, we deduct the applicable return-shipping charge from the credit amount. We waive return-shipping charges for approved warranty returns.

Rest of the World
Return postage costs are the responsibility of the customer. Shoe Me does not provide return labels outside Australia or New Zealand.

Change of Mind Returns

We accept change-of-mind return requests within 60 days of delivery for exchange or store credit only. This voluntary policy does not limit statutory remedies. This policy applies to footwear and eligible accessories. Dancewear is excluded. See Dancewear (Hygiene Items) below.

Change of mind includes:

• incorrect size or fit 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)
• ordering the wrong item
• deciding you no longer want the product

Items must be:

• unworn
• unused
• returned in the original shoe box
• in resaleable condition

Shoes returned with signs of wear (including marks on the sole) may be declined.

Refunds to the original payment method are not provided for change-of-mind returns, except where required by applicable law. If the item is faulty or not as described, see the warranty and consumer rights section below.

Return Packaging Requirements

All returned items must be packaged in a protective outer layer such as a mailing bag, satchel, paper wrap or shipping box.

Please do not attach shipping labels or tape directly to the shoe box.

The shoe box is considered part of the product and must be returned undamaged and in resaleable condition.

Change-of-mind returns with labels or tape attached directly to the shoe box, or damaged packaging, may be declined if the item is no longer in resaleable condition. This does not limit rights for faulty goods.

Final Sale Items

Items marked Final Sale or discounted 30% or more are excluded from our voluntary 60-day change-of-mind exchange and store-credit policy. They remain covered by our warranty and 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.

Warranty, Defects & Faults

We provide a 6-month warranty against manufacturing defects and faults. Depending on the issue, a warranty remedy may be repair, replacement or refund. The warranty is in addition to statutory consumer rights and does not limit them to six months.

This warranty covers manufacturing faults or structural defects.

This warranty does not cover:

• general wear and tear
• misuse or accidental damage
• cosmetic wear from normal use

For a possible manufacturing fault, request a return through your customer account if the option is available, and email photos, your order number and a description of the issue to hello@shoeme.com.au. If the Return items button is unavailable, including after the 60-day change-of-mind window, email us directly with those details. We will review your claim and explain the next steps. The 60-day change-of-mind window does not limit your warranty or statutory consumer rights.

Australian Consumer Law

Nothing in this policy limits rights under Australian Consumer Law or applicable New Zealand consumer law. For faulty or misdescribed goods, you may be entitled to a repair, replacement or refund depending on the circumstances, including where an item was discounted or marked Final Sale. We waive return-shipping charges for approved warranty returns; statutory rights to remedies and reasonable return costs are unaffected.

EU Customers – 14 Day Cooling Off Period

For orders subject to EU withdrawal rights, the applicable 14-day withdrawal period and refund rights still apply, including where they differ from our voluntary change-of-mind policy. Contact us or submit a request through your customer account to exercise those rights. Applicable rights for faulty or misdescribed goods are unaffected.

Contact

For any questions regarding returns or warranty claims please contact:

hello@shoeme.com.au