Frequently Asked Questions

         

How do I return something to you?

If you wish to return an item for a refund, please follow the instructions on your Returns Form that was sent out with your parcel, this form and further information regarding Returns and Exchanges can also be found in our Returns and Refund policy here: /returns-refunds.aspx

   

Can I return an item for exchange?

If you wish to exchange your purchased product for another size, colour or style, please send an email to online@famousfootwear.com.au letting us know what item(s) you require and a member of our team will check the availability and if available place them on hold for you. All items will be held until the end of your 30 day return period.

Note: Unfortunately, your postage charges on returns are not refundable. However, if you are returning an item for exchange (i.e. the same style is being changed for a different size or colour), you are not required to pay for standard delivery on the outgoing parcel (one free return parcel per receipt). All other returns/reorders will be charged the standard delivery rate.

You can find more info on our Returns and Refund Policy here: /returns-refunds.aspx

    

I have seen a product but it no longer seems to be in stock.

For any stock enquiries please email online@famousfootwear.com.au with the style name and size you are looking for and a member of our team will assist you in your search.

     

The size I wish to purchase has sold out, what can I do?

Select the size you require and follow the prompts to submit your enquiry to our Customer Service Team. If this item becomes available for purchase you will be notified via email.

     

How long does shipping take?

For information on our Shipping times and policy please visit our Shipping Policy web page by clicking on the link: /shipping-policy.aspx

     

Do you offer express post?

Unfortunately, at this point in time we do not offer express postage through our website, however we are looking into this and hopefully we can provide this option in the near future. You can read about our Standard Shipping offered on all online orders here: /shipping-policy.aspx

     
Do you ship internationally?

We only ship within Australia and New Zealand. However, we are looking into further shipping destinations and hopefully we can provide this option in the near future.

     

Where are the tracking details for my order?

Once your item has been dispatched from our Distribution Centre you will receive an email containing your tracking number and information on how to track your parcel. If more than 4 days has passed since your original purchase and you have not receive this email please contact us at online@famousfootwear.com.au with your order number.

    
My order is taking longer than expected to be delivered, I'm wondering where it is?

If you have not received your item within the specified delivery time frame as per our Shipping Policy,  please contact us at online@famousfootwear.com.au with your order number and we will provide you further assistance.

     

I recently purchased a pre-order item and I haven't received any information about it since my purchase. When will my order be dispatched?

If you have purchased an order containing a pre-order item, your order will be dispatched once your pre-order item(s) arrive in stock. At time of purchase an estimated dispatch date is provided in the description of the pre-order product and appears in a pop up window upon size selection. If there are any delays with your pre-order item dispatch you will be contacted by a member of our team.

If you have purchased an order that contains pre-order items and non pre-orders, your order will not be dispatched until all items are available at our Distribution Centre. If you require the remaining items to be dispatched sooner please contact us on (07) 5563 3055 to arrange payment for an additional postage cost of $9.95.  If you would like to cancel your pre-order item(s), or have any questions, please contact us at online@famousfootwear.com.au or call us on (07) 5563 3055 Monday - Thursday 9am - 5:30pm, Friday 9am - 4pm QLD times.

     

I don't seem to be receiving my emails/newsletters from you.

Please check your junk mail and mailbox is not full. Ensure the correct email address is entered on your profile and that you are ticked to register for newsletters. Send an email to online@famousfootwear.com.au if you are still experiencing difficulties.

     

How do I sign up for the Famous Footwear Newsletter?

Enter your email address into the field located in the bottom right-hand corner on any of our web pages.

If you would like join as a registered member click here  follow the sign up prompts.

Don’t forget! - To receive VIP promotions and discounts make sure you tick the box that says '"I want the inside scoop - Please send me updates".

    

Do I need to create an account to shop with you?

No, you can sign in as a guest. However creating an account will make your future transactions easier and faster. Also registering for our newsletter will keep you up to date with VIP promotions, sales and events. You can create an account by clicking here and following the prompts.

     

I have forgotten my password.

Please go to the 'Log in' page and click on 'Forgotten Password' link. Enter your email address and click 'Send Password' and you will receive a recovered password email.

      

How do I change my password?

Once you are signed in to your profile, click the profile tab on top right hand corner of the page, click on 'Click here to change password'. Once completed click update profile and your new password will be saved.

    

I believe I have received a faulty item, what do I do?

If you believe the item you have received is a faulty item, please send an email to online@famousfootwear.com.au straight away with your order number, details of the fault and a photo of the fault. If the fault is unable to be determined via photos, it is the customers responsibility to return the item to the point of purchase for assessment. This can be completed by either return post to our online returns team or to any of our stores listed here: /stores.aspx. If the item is deemed faulty we will process a refund or replacement upon inspection of the received item. 

     

I have received an incorrect item/an item is missing.

Please send an email to online@famousfootwear.com.au notifying us of the incorrect/missing item and a member of our Customer Service Team will assist you further.

     

My payment has been declined, what do I do?

Please check that all details you have entered are correct, if you are still having problems please check with your financial institution. If you are still experiencing difficulties, please contact us on online@famousfootwear.com.au and a member of our Customer Service Team can attempt to assist.

     
Can I cancel/amend my order?

As we work hard to get your order out to you quickly, your items are dispatched as soon as possible and in most cases we are unable to make amendments or cancellations. However if you call (07) 5563 3055 (9-5.30 Mon - Thurs, 9-4 Fri AEST- Phones unattended on weekends and Public Holidays) or email online@famousfootwear.com.au immediately after placing your order, if your items have not been dispatched we can attempt to make amendments or cancellations (this option is unavailable out of business hours). If you still require a refund after goods have been dispatched, you can email us and send back your order at your own expense and we will refund you less the shipping fee.

    

How do I search for products?

There is a search tab on the top of all pages on our website where you can search products by style name, colour or brand.

   

Can I also buy Famous Footwear brands in-store?

You certainly can! You can find a full list of our stores here: /stores.aspx 

    

Do you have a catalogue?

We don’t have a catalogue, however all of our latest products are available to view online and chosen styles are featured in our seasonal lookbooks: /look-book.aspx

     

Is it safe to use my personal details to order online?

When shopping online with Famous Footwear you can choose from two payment methods. For all credit card transactions we use a secure gateway NAB Transact or you can choose to pay with PayPal.


Further information regarding online payments can be found on our Payment Methods page.

     

I would like to work for Famous Footwear, how do I apply for a position?

For all employment enquiries within our stores please send your resume and cover letter to jobs@ffw.net.au.
Alternatively, if you are applying for a store position you can take your resume and cover letter into any Famous Footwear Store and present it to the attending supervisor or manger.

    

How do I know if your shoes will fit me?

All sizes are in Aus/US sizes. There is a size guide located at the bottom of our site and the left panel of all shoe categories. Unfortunately, we do not have specific measurements for our products, however, heel height and boot shaft length of individual styles can be found under Product Info. We recommend using a waterproof spray or leather conditioner and patent cleaner for our items. This information is available to you in the Information and Care section of each item.

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