Refund policy
DELIVERY
Delivery times and prices vary from country to country. If there is more than one option in your area, you’ll be given a choice of delivery options before you finalise your order.
We do our best to meet all delivery times, but sometimes there might be delays. If your parcel is delayed, we will keep you updated as much as we can. For more info on shipping and delivery, get in touch with our Customer Services team.
RETURNS AND REFUNDS
We hope you and your little one love our shoes as much as we do, but sometimes it just doesn’t work out. We’re here to help you find your perfect fit, colour and style.
To initiate your return or exchange, please email us at orders@oldsoles.com.au with your name, order number, contact info and reason for your return. We’ll reach out with return instructions shortly.
Return policy for items purchased online at oldsoles.com.au:
You may return full-price items for a refund. Items must be returned in their original, unworn condition, with tags attached and in their original shoebox.
We will not accept returns on items that have been worn, used, soiled or intentionally damaged. When trying on shoes, please do so on a soft clean surface so as not to mark them.
All sale items are final sale and cannot be returned. Exchanges on sale items will be reviewed on a case by case basis depending on product availability.
We do not accept returns on items that have been purchased through one of our stockists.
All returns are carefully inspected upon arrival. If your return does not meet our guidelines, it will be shipped back to you.
Items must be returned within 14 days of receiving your order.
You are responsible for the shipping cost for your return or exchange.
Refunds will be made in the form of your original payment, minus the shipping cost. We cannot refund any shipping charges.
A restocking fee of 15% may be deducted from refunds for change-of-mind returns, or for items not returned in their original, saleable condition. This does not apply to faulty items.
To help process your refund or exchange quickly, please include the original invoice that came with your shipment.
DAMAGES AND ISSUES
Please inspect your order upon delivery and contact us immediately at orders@oldsoles.com.au if your item is faulty, damaged, or if you receive the wrong item, so that we can assess the issue and make it right.
YOUR CONSUMER GUARANTEES
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The restocking fee and final-sale conditions above apply to change-of-mind returns only and do not affect these guarantees.
ONLINE PROMOTIONS
OLDSOLES sales and promotions are exclusive to the OLDSOLES online store and are subject to product availability. No further discounts will apply. Sale and promotional items are final sale and are not eligible for change-of-mind returns or exchanges. OLDSOLES reserves the right to amend any promotional offer.