Frequently Asked Questions

How do I search for goods?
There is a search tab on the top right hand corner of our store that you can search by style name, material, colour or brand.

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. Alternatively when signing up as a registered customer tick the box that says "I want the inside scoop- Please send me updates".

I have seen a product but it no longer seems to be in stock.
For any stock enquiries please email online@famousfootwear.com.au

Has my order been shipped out yet?
Please allow 1-6 working days for standard delivery to metropolitan areas (or 3-10 working days for rural areas). After ordering online, you will receive an email confirmation from Famous Footwear containing your order details. We will normally confirm receipt of your order within a few minutes of ordering.

Do you have a shop?
We certainly do! You can find a full list of our stores here: /stores.aspx

Do you deliver to work addresses?
Delivery is only available within Australia, and a signature is required upon delivery of all parcels. Parcels cannot be left unattended due to security concerns and protection against lost/theft etc. If you are not home at the time of delivery, the Postman should leave a calling card to advise the attempted delivery, and your parcel will be taken to your local Post Office awaiting your collection. If you're office can facilitate these pre-requisites we can ship it to your work address. 


What is your returns policy?
If for any reason you are not completely satisfied with your purchase, Famous Footwear will gladly refund or exchange your purchase. In order for goods to be refunded or exchanged:

  • Shoes must be unworn
  • Shoes must be in their original condition
  • Shoes must be returned in their original box
  • All returns and exchanges must be accompanied with the original receipt within one month of date shown on invoice

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

Can I return an item for exchange?
If you are wanting to exchange your purchase for another size or style, please send an email to online@famousfootwear.com.au letting us know what item(s) you require so that we can check availability and if available place them on hold for you. All items will be held for 7 days. If your return parcel, receipt and form have not been received by then the item(s) will be placed back on the shelf.

Note: Unfortunately, your postage charges on returns are not refundable. However, if you are returning an item for exchange (ie. 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 or priority delivery rate based on your delivery preference.

We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of loss, theft or damaged goods during transit and we therefore advise you take out shipment registration and insurance with your postal carrier. Famous Footwear will not be responsible for parcels lost or damaged in transit if you choose not to insure.

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

How do I return something to you?
Please email online@famousfootwear.com.au before sending your items so we know whether you are after an exchange or refund.

Goods may be returned to any Famous Footwear retail outlet or posted back to:

 FamousFootwear.com.au

Attention: Online Returns Team

8/12 Mercantile Crt,

Molendinar, QLD 4214

Australia

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

Will you refund my delivery charge?
Unfortunately, your postage charges on returns are not refundable. However, if you are returning an item for exchange (ie. 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 or priority delivery rate based on your delivery preference.

We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of loss, theft or damaged goods during transit and we therefore advise you take out shipment registration and insurance with your postal carrier. Famous Footwear will not be responsible for parcels lost or damaged in transit if you choose not to insure.

I have been refunded the incorrect amount?
 If you feel there is a discrepancy with your refund please send an email to online@famousfootwear.com.au or call (07) 5563 3055 (9-5.30 Mon - Thurs, 9-4 Fri AEST - Phones unattended on weekends and Public Holidays).

I have been refunded the wrong item?
If you feel there is a discrepancy with your refund please send an email to online@famousfootwear.com.au or call (07) 5563 3055  (9-5.30 Mon - Thurs, 9-4 Fri AEST - Phones unattended on weekends and Public Holidays).

I sent an email for pre-order request, when will I be notified?
Delivery dates for pre-order purchase will vary depending on stock items. An email notification will be sent to you once stock is ready for dispatch.

Is it safe 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.


NAB Transact 

Famous Footwear uses the NAB Transact Payment Gateway for its online credit card transactions. NAB Transact processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the NAB Transact gateway are secured payments.

  • Your complete credit card number cannot be viewed by Famous Footwear or any outside party.
  • Security - uses NAB supplied 128 bit SSL security certificate and a fingerprint is generated as an encrypted record of the amount to be paid
  • Compliance - card details are not saved to ensure simple compliance with Payment Card Industry Data Security Standards
  • NAB Transact at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Famous Footwear.
  • 3-D Secure helps make internet based card payments safer by using an online connection between cardholders and their bank (the card issuer) at the time of purchase. Cardholders need to authenticate their identity as part of the payment transaction protecting you both from fraudulent transactions. (only available to customer signed up with 3-D Secure).
  • Reduces risk of fraud - 3D Secure and CVN capabilities

For more information about NAB Transact and online credit card payments, please visit  www.nab.com.au

 Read more on Visa's website

 http://visa.com.au/personal/security/onlineshopping.shtml

 Read more on MasterCard's website

http://www.mastercard.com.au/support/securecode-faq.html

Verified by Visa and MasterCard® SecureCode™ FAQ's

http://www.nab.com.au/content/dam/nab/personal/credit-cards/manage-your-credit-card/credit-card-security/documents/verified-by-visa-faqs.pdf

For more information on our Privacy Policy click here: /privacy-policy.aspx

My payment has been declined.
Please check that all details you have entered are correct, if you are still having problems please check with your financial institution.


Can I cancel/amend my order?
As we work hard to get your order out to you quickly, your items are dispatched swiftly 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.

The price has changed since I ordered it. Can I get a refund.
We will grant a refund (shipping fee non-refundable) as long as goods are in the same condition as received (Please see our refund policy). The return shipping fee will be paid at your own expense.

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 sales and events.

Size guide/ Care instructions.
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. 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 the item.

I don't seem to be receiving my emails/ newsletters from you.
Please check your junk mail and mailbox is not full, that 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.

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

I have received a faulty item.
If you believe the item you have received is faulty item please send us an email straight away with details of the fault and a photo if possible. If 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 by either return post to our online returns team or to any of our stores listed here: /stores.aspx . If item is deemed faulty we will process a refund or replacement upon inspection of 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 our returns team will handle your situation.

Sign up to our newsletter to receive weekly specials and promotions