RETURNS POLICY

Online Return Policy

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, sale 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 items in their original shoe box and condition as they were sent to you.

For domestic orders, you will need to cover the cost of return postage, which is a $15 flat fee, or you may choose to ship it back to us via your own courier. Please use our return portal to process the return. Click here to access the returns platform.

For international orders, customers must arrange and cover the cost of return postage themselves. Please email hello@shouz.com.au if you have any queries.

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

Our Returns Process is Easy!

Just follow these steps for domestic returns:

  1. Access Our Returns Platform
    Click here to access the returns platform.
  2. Enter Order Details
    Input your order number and email to bring up your order history.
  3. Select Items to Return or Exchange
    Choose which items you'd like to return or exchange and follow the prompts.
  4. Choose Your Return Method
    • Ship back with pre-paid label - We can provide a Reply Paid Postage Label for $15.00, which will be deducted from your refund. For exchanges using a Paid Postage Label, a $15.00 invoice will be sent to your email.
    • Ship with any carrier - Alternatively, you can return the items using your own carrier at your own cost.
  5. Ship Your Items
    Send your returns to:
    SHOUZ RETURNS | 1 Uren Street, Magill SA 5072
    We recommend using a trackable service as Shouz cannot take responsibility for lost or missing returns.
  6. Notification of Return Received
    As soon as we receive your return, we'll notify you via email.

Refund and Processing Time

  • Returns will be processed within 1-3 business days of receiving your return. Depending on your financial institution, refunds may take 1-7 business days to appear in your account.
  • To avoid delays when exchanging an item, we recommend ordering your replacement immediately to secure stock and returning your original item for a refund.

In-Person Returns

You can also return your purchase in person at any of our four Adelaide boutiques. Please note, in-person returns or exchanges are not accepted at our Magill head office. For store details, please click here.

Please note that while we strive to provide accurate images and colours of products on our website, variations may occur due to differences in computer monitors. As such, we cannot guarantee absolute colour accuracy.

 

Faulty Items Return Policy

We strive to ensure every pair of shoes meets our high-quality standards. However, in the rare event you receive a faulty pair, please follow the process below:

  • For Online Purchases Within 30 Days
    If your faulty pair was purchased online within 30 days of receiving your order, please lodge your request through our return portal. Ensure you include a description of the fault along with images clearly showing the issue.
  • For Claims Outside the 30-Day Return Period
    If the issue arises beyond the 30-day return window, please email your order details, a description of the fault, and images clearly displaying the issue to hello@shouz.com.au.

Refund Process

Once we receive the returned shoes, our team will carefully inspect them:

  • If the item is deemed faulty:
    You will receive a full refund.
  • If the item is not faulty:
    A $15 return fee will be deducted from your refund or a $15 charge will be invoiced to you before the release of your exchange pair. 

For sale items that are returned and found not to be faulty, we can only provide a store credit or exchange, subject to stock availability.

 

In-Store Return Policy 

This policy applies to items purchased in-store:

No refunds due to change of mind.

No exchange or refund on Sale items.

Exchange or credit note will be issued on unworn or undamaged full-price items within 14 days of purchase given proof of purchase is provided.

Hosiery, socks and shoe care products are not eligible for refunds or exchange.

Where products have a minor fault, we will repair the item as per South Australian Consumer Law.

Customers are only entitled to a refund as per the Trade Practices Act.