Refund policy

Exchanges, Store Credit, Returns & Warranty

Policy Updated: 5 March 2026

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

This policy does not limit your rights under Australian Consumer Law.

Quick Summary

Returns are accepted within 60 days of order fulfilment for exchange or store credit only.
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 flat-rate tracked return label.
New Zealand – $20 flat-rate tracked return label.
Other countries must arrange and pay for their own return shipping.
Items marked Final Sale or discounted 30% or more cannot be returned unless 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.

Return Shipping 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
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 returns within 60 days of fulfilment for exchange or store credit only.

Change of mind includes:

incorrect size or fit
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.

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.

Returns that arrive with labels or tape attached directly to the shoe box, or damaged packaging, may not be accepted or may incur a repackaging fee.

Final Sale Items

Items marked Final Sale or discounted 30% or more are not eligible for return, exchange or store credit.

The only exception is if the item has a major fault or is not as described under Australian Consumer Law.

Warranty, Defects & Faults

All Shoe Me products include a 6-month warranty against manufacturer defects from the order fulfilment date.

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

To submit a warranty claim:

Submit a request through your customer account
Email photos of the issue to hello@shoeme.com.au

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law.

If an item is faulty, not as described, or has a major defect, you may be entitled to a refund, replacement or repair.

EU Customers – 14 Day Cooling Off Period

If your order is shipped to the European Union, you may cancel or return your order within 14 days for any reason.

Items must be unworn, unused, with tags and in original packaging. Proof of purchase is required.

Contact

For any questions regarding returns or warranty claims please contact:

hello@shoeme.com.au