Returns & Exchanges
We want you to love the fit as much as the craftsmanship. If something's not right, we'll sort it, simple as that.
The Short Version
- 30 days from delivery to start a return or exchange
- Items must be unworn, unmarked, and in original packaging (box included - it's part of the shoe)
- Size exchanges: you cover return postage; we cover sending the new pair back out
- Refunds are available to your original payment method
- Whilst faulty items are rare, and mistakes happen, that's on us: free return, full refund or replacement, no questions asked
Change of Mind Returns
Ordered the wrong size, or it's just not quite you? You've got 30 days from the date your order is delivered to send it back for an exchange or refund. You'll cover the cost of return shipping for a size exchange; we'll then cover the cost of sending the new pair back out to you.
To qualify, shoes need to be:
- Unworn, try them on indoors, on carpet, so the soles stay marked-free
- In their original shoebox, which should go inside a second shipping box (the shoebox is part of the product, so please don't use it as the postage box or tape directly onto it)
- With all original tags and packaging included
The Sample Vault items and items marked **Final Sale** at checkout are not eligible for change-of-mind return or exchange, unless faulty.
How to Start a Return
1. Email hello@thesolestory.com.au with your order number and whether you'd like an exchange or refund
2. We'll send you return instructions, including where to send the shoes
3. Pack the shoes in their box inside a shipping satchel or box and send them back
4. Once received and inspected, we'll process your exchange or refund within 10 business days
Exchanges
Prefer a different size? Exchanges are our default recommendation. You cover the cost of sending the shoes back to us, and we cover the cost of sending your new size back out. We suggest jumping online to secure a new order in your size, as stock is limited.
Refunds
If you'd rather have your money back, we refund the product price to your original payment method. Please allow 10-15 business days for the refund to appear, depending on your bank.
Faulty Products
If your shoes arrive damaged, faulty, or aren't what you ordered, we'll make it right- including outside the standard 30-day window, in line with your rights under Australian Consumer Law. Depending on the issue, you can choose a repair, replacement, or full refund, and we'll cover all return shipping costs. Email us with your order number and a photo of the issue and we'll get onto it straight away.
Australian Consumer Law
Nothing in this policy limits your rights under the **Australian Consumer Law**. Our products come with guarantees that cannot be excluded. You're entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure.
Questions
Reach out to hello@thesolestory.com.au we're a small team and read every message ourselves.