Returns, Exchanges & Refunds
Your satisfaction guarantee
Before you return your shoes checkout our FAQ page for tips and tricks on how to solve simple shoe issues such as stretching or slippage, you may already have the perfect shoes and they just need to shape to your foot.
Click here for more information >>Frequently Asked Questions<<
We want you to be completely satisfied with your Scarlettos purchase. If for some reason you are not, we are pleased to offer you 30 days, (from the time you placed your order), to return your goods for either exchange, store credit or refund. (Our refund and return policy only applies to full priced items. Sale items can not be returned for exchange or refund).
For full priced items:
- We will refund you 100% of the total price paid for your goods, excluding any postage charges. (AfterPay and ZipPay orders do incur a 6% administration fee which is deducted from the total eligible refund price).
- If you would prefer to exchange your goods we are pleased to do this subject to availability of your replacement stock.
Here are the conditions under which a refund or exchange will be authorised. The products you are returning must:
- Have been purchased within the last 30 days
- Be in their original condition, undamaged, unworn and unmarked
- Be returned in its original packaging. Customers will be responsible for shipping and handling charges for any returns.
- "Sale" items are not eligible for return, exchange or refund as all sales are final.
PLEASE NOTE that any marks on the soles or linings will render your shoes ineligible for a return. We suggest that you try them on while standing on carpet and wear thin socks to avoid any staining of the lining of the shoe.
How to make a return:
Log into your account and click on the correct order number from your list then click "Return Request" on the right, select the item you wish to return and finally, complete the details and send your purchase back to us in its original packaging.
Please return to:
C/- Unit 8/16 Sydal Street
QLD, 4551, Australia
Upon your return
When your shoes are received back at our distribution centre, we will issue a credit (for exchanges) through our website for the original price paid for them minus any delivery or administration costs (if applicable).
If a refund has been requested and approved, our administrator will send you an email to let you know that the refund has been processed. The refund will be credited back to the same credit card account that was used to pay for the shoes.
Please allow 7-14 business days (varies depending on your financial institution) for the refund to be processed and for funds to reappear in your account.
If, after receiving the goods back we deem they do not meet the conditions of return, we will contact you and return those goods to you at your cost. This action will incur a postage charge of $10 (within Australia) and $30 (overseas).
Damaged or Faulty Goods Refund Policy:
In the unlikely event that your goods arrive damaged or faulty, please accept our apologies. We do carefully inspect all items when packaging them for delivery. However, should something slip through the shoes patrol, a full refund will be issued on any stock that is damaged or faulty.
Once your return is received in our store, our Returns Team will determine whether the product is eligible for a refund. We reserve the right to deem a product ineligible for a refund if it has clearly been subject to conditions of wear and tear that are unreasonable. We will contact you if any items are not eligible for a refund.
Our administrator will send you an email to let you know that the refund has been processed. The refund will be credited back to the same credit card account that was used to pay for the shoes.
We will also refund the cost of sending the item back to us, so please include a copy of your postal receipt.
Please allow 7-14 business days (varies depending on your financial institution) for the funds to reappear in your account.
SHOE SIZE NOTE:
PLEASE DOUBLE CHECK YOUR SHOE SIZE using our size guide before ordering as we would hate to disappoint you should you have to return your shoes and your size is sold out.
For any enquiries or more information, please call: +61 435 711 490 or email customer service.