Returns & Refunds Policy
Returning Your Online Purchase
If for any reason you are not completely satisfied with your purchase from our online store, Famous Footwear will gladly refund or exchange your purchase. Items can be refunded within 30 days of purchase or exchanged within 90 days of purchase.
Need to return your online purchase? You can do so at any one of our Famous Footwear store locations Shoe Stores Australia - In All Major Cities | Famous Footwear.
Should a store location not be accessible, start your return to our Online Team here: Famous Footwear Returns
To register your online return, you’ll need your 5-digit order number and either the email, phone number or post code used to place the order (If your order number is i.e W30042019, enter the order number into the portal as 42019). Simply follow the link and once completed you’ll receive detailed instructions to your email. Please note: A total of one lodgement per Style/Order via the online return portal is accessible on one occasion only.
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 and packaging
- All returns and exchanges must be accompanied with the original receipt
*Items returned that are not in original condition will not be eligible for an exchange or refund. The customer will be required to pay for postage costs to have the items returned to them.
Return postage costs are the customer’s expense & all postage fees are non-refundable.
How To Return (Online Orders Only)
- Ensure your items are in their original condition, clean and with original packaging.
- Process your return here and wait for the detailed instructions to be sent to your email address.
- If exchanging please note the style, colour and size you would like in the comments section.
- Prepare and package the goods you're returning in the original box and packaging we sent you. Otherwise in an appropriately sized satchel.
- Enclosing a copy of your invoice is not required. Your order number is documented on the front of shoe box to indicate ownership of return.
- Post the parcel with Australia Post (Returns address available via next step email)
- Drop at your local Australia Post office. Keep reference of return tracking number via the receipt.
- Look out for an email from us to confirm your return has been processed.
Refunds
Items may be returned for a refund within 30 days of date shown on purchase invoice.
Start your refund process here: Famous Footwear Returns
Refunds are always processed using the original method of payment at the time of purchase and will be processed within 1-10 business days of our online returns team receiving the goods. Processing times may be longer in seasonal periods.
Your postage charges on the return parcel are not refundable.
Exchanges
Items may be returned for an exchange within 90 days of date shown on purchase invoice.
Start your exchange process here: Famous Footwear Returns
Exchanges are always processed using the original method of payment at the time of purchase and will be processed within 1-10 business days of our online returns team receiving the goods. Processing times may be longer in seasonal periods.
The cost to return your item for an exchange is not refundable. If you're exchanging an item with us, you will cover the postage to return the item back to our returns team. Once the team has exchanged your item, we'll post it to you free of charge (one exchange per receipt). Any further dispatches will be charged at the standard delivery rate (AUD $12.95).
We recommend that you return the product via Australia 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 Australia Post. Famous Footwear will not be responsible for parcels lost or damaged in transit.
In the unlikely event your exchange preference is unavailable, a refund will be issued in replace.
If an exchange preference has not been noted in the comment section of the return portal, a refund will be issued in replace.
Where goods are attached to, buy X receive % off promotion your return options are as follows;
- Exchange of size and or colour of same style permitted only. Style returns are not interchangeable for alternate style exchanges.
- Refund will only be available to complete order return, excluding shipping fees incurred, or, any (1) item return, purchased within a multi buy transaction will be returned at the lessor value of combined transaction.
Returns Made In Store
We are glad to exchange or offer store credit for full purchase value where goods are:
- In a resalable condition (unworn)
- Returned within 90 days of purchase
- Proof of purchase is provided
A refund for change of mind will only be given within 30 days of the initial purchase and where a receipt is provided. Items must be completely unworn and resalable at their full value. No refunds will be given if items have been worn, if more than 30 days has passed, or on exchanges, credit notes and gift vouchers. Refunds will only be given out in the same form as the initial transaction (cash transactions will be refunded for cash, card payments refunded back onto the same card etc).
Where goods are deemed to have a manufacturing fault, are wrongly described or are different from a sample shown, you may choose between an exchange, store credit note or a refund (receipt must be produced for refund).
A manufacturing fault does not include wear and tear, damage caused by the customer, incorrect sizing/fitting/discomfort or any problems associated with decorative features (beading/jewels/embellishments) on an item.
Where customers do not agree with the in-store decision, we reserve the right to hold the item for 10 working days for further assessment.
Alternatively For An Instant Refund
Cancelling Or Amending An 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.
Please email: customercare@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 not available outside 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.
Head Office hours: Monday - Friday 10:00 am - 4:00 pm (AEST)
Unclaimed Deliveries Restocking Fee
For unclaimed deliveries returned to us we reserve the right to cancel and refund you if you do not respond to our contact requests over 30 days. We will try to get updated instructions from you as to whether you'd like redelivery or cancellation. If we don’t hear back from you, we will refund your order minus a restocking fee of $12.95 to cover 1. the cost of the initial outbound delivery, 2. the cost of the inbound return delivery, 3. any new packaging required to make the item sellable, 4. our team’s time and effort.
This policy is made in accordance with the guidelines set out by Consumer Affairs.
Faulty Items
Returns will be accepted for any products believed to have a manufacturing fault and returned to the point of purchase (in store or online) along with proof of purchase within a reasonable time frame. Pending in-store or online assessment, customers will be provided with a full refund, partial refund, replacement item or credit note. Items will not be deemed faulty if it is concluded that the damage is due to general wear and tear.
Note any shoes deemed faulty will need to be destroyed by cutting the shoe uppers.
If you believe your online item is faulty or believe you have received an item incorrectly, please contact us at customercare@famousfootwear.com.au before making an online return.