FAQs

GENERAL

Click HERE to find out how to reactivate your Shouz customer account.

Discount codes can be entered on the Checkout page. Please note terms & conditions may apply on your discount.

$20 Off - Shouz New Subscriber Offer

Please note, the $20 discount is only valid on full-priced items over the value of $150.00, and cannot be used in conjunction with any other offer. Usage is limited to once per customer and is valid on first orders only. Discount valid for 30 days from the date of registered subscription.

We try and keep our stock levels as accurate and up to date as possible. What you see online reflects what is available in our warehouse and retails stores combined. Please contact our customer service team at hello@shouz.com.au if you would like to know if we’ll possibly be restocking the item or there’s a chance it may come back in stock. They’ll get back to you ASAP.

We aim to offer competitive prices amongst our industry and brands. Due to this, we don’t currently match our competitor’s prices. We do however offer great sales and exclusive offers for account holders. Register with us and you’ll be the first to know when we’re offering brilliant discounts and sales!

As part of the shopping experience with us, we aim to process, pack and despatch your order as quickly as possible. If you do happen to change your mind, please contact us as quickly as possible at hello@shouz.com.auor on 1300 282 379 to cancel the order before we’ve packed it!

Yes! We try to keep our site as up-to-date as possible and as quickly as the stock lands. Our website is a true reflection of what is available in-store.

PAYMENT

At Shouz, we accept payment in the forms of VISA, Mastercard, Paypal, Shop Pay, Apple Pay, Google Pay, UnionPay and Afterpay.

Absolutely! We understand that your personal information is yours and not to be shared. We use globally accepted practices and devices to protect your personal data and credit card information.

Afterpay is easy, all you need is to be over the age of 18, live in Australia and have an Australian Debit or Credit Card. If you don’t already have an Afterpay account, it’s easy to setup and takes under 2 minutes to complete. Just have your email address ready!

Add your items to your shopping bag and checkout as usual. Once you reach the payment section of the checkout, choose Afterpay as your payment method. Enter your account details with Afterpay  and you’re done!

Don’t worry, if you wish to return your items to us we can still process a refund or exchange. Your payment plan can be altered or cancelled and your debits will either cease or be refunded.

Funds for your first payment will need to be available at checkout. If you’re a new Afterpay customer, your first payment will be deducted at the time of purchase with payment being completed fortnightly for the next 6 weeks.

Once you have processed your first order through Afterpay and had an account for 6 weeks, your first payments on subsequent orders will be deducted from your card 14 days after purchase. Your final payment will be 8 weeks later.

If you fail to have funds available on your scheduled debit day, Afterpay will charge you a late fee of $10.00. You will then be charged a further $7.00 fee 7 days later if the payment has still not been made. Shouz has no control over the fees or charges debited to you by Afterpay.

If you have any other questions about the Afterpay service, see their full terms and conditions here: https://www.afterpay.com/en-AU/terms-of-service

RETURNS

Shouz is happy to refund or exchange any unworn or undamaged full priced merchandise purchased online within 30 days of you receiving your goods. 

Regrettably sales merchandise cannot be returned for a refund. However, we will accept the return of sale merchandise for store credit or exchange within 30 days of you receiving your goods. 

For special promotions or further markdowns on sale items, merchandise may only be returned for an exchange of colour or size in the same style. Returns for refund or store credit will not be accepted.  

Please return the items to us in their original shoe box and condition in which they were sent to you. You will need to cover the cost of your return postage, which is a $15 flat fee or the cost of shipping it back to us via your own courier.

We may decline your refund / exchange if the goods are returned to us and appear to be worn, marked or damaged and not in line with the way in which they were sent. Shoeboxes must be returned in their original condition, otherwise you may incur a repackaging fee.  

Our exchange process is easy!

Head over to our Return & Exchange Portal by clicking here

For more information about the process click here

Our return process is easy!

Head over to our Return & Exchange Portal by clicking here

For more information about the process click here

As soon as we receive your return, we’ll notify you via email to let you know we’ve got it!

We aim to process returns and get your money back to you as quickly as possible. Please allow 1-3 business days for your refund to be processed. Depending on your Financial Institution, your refund can take anywhere from 1-7 business days to show in your account.

You will be refunded via the same payment method in which your order was placed.

SHIPPING & DELIVERY

As part of the shopping experience with us, we aim to process, pack and despatch your order on the same day if your order is placed before 12pm ACST time.

If you’re in an Australian metropolitan area, we aim to have your order to you within 4 business days following despatch. If you’re in a rural location, Northern Territory or Western Australia, please allow up to 7 business days for your order to be delivered. New Zealand orders – please allow 14 business days.

If your home or business is unattended, the Couriers will leave a card to notify you that they have attempted to deliver your parcel. We recommend having your orders delivered to an address where someone will be present, but if that's not possible, you have the option of selecting the ‘Authority to Leave’ option at checkout if you think you’ll be out. Please note that by choosing this option, you will be assuming the risk and responsibility of having your items left unattended. 

Yes, we’ll deliver anywhere in Australia and New Zealand!

Once your order is confirmed, you will receive an order confirmation email from us followed by another separate email from Shippit containing your order tracking details. If you find that you do not receive this, make sure to check your spam mail, Promotional folder or Social folder as the message may have landed there. If not, don't hesitate to reach out to customer care via email at hello@shouz.com.au. 

As part of the shopping experience with us, we aim to process, pack and despatch your order as quickly as possible. If you have made an error on your Shipping address please contact us immediately at hello@shouz.com.auor on 1300 282 379 to notify us of the changes required.

At this stage we deliver to Australia and New Zealand only. We are looking forward to making our products available to the rest of the world soon, so stay tuned!

Free Click & Collect

Enjoy the convenience of collecting your online purchase at one of our stores, free of charge.

Here's how it works:

  1. Select your product online.
  2. Choose the pick-up option at checkout.
  3. Select your preferred store for collection.
  4. Place your order.

We’ll notify you within 10 business hours when your items are ready for collection.

Once your order is ready, you’ll receive an email notification. In the rare case that we can’t fulfil your Click & Collect order, we’ll inform you via email about the unavailable item(s) and issue a refund to your original payment method.

Please note, if your order isn’t collected within 30 days, it will be voided and a refund will be processed.