Returns & Refunds Policy
Returns for Online Purchases
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.
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
- All returns and exchanges must be accompanied with a completed returns form. (see downloadable PDF at the bottom of this page)
* 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.
Customers requiring an exchange or refund may return goods to any Famous Footwear retail outlet or post back to:
Famous Footwear
Attn: Online Returns Team
12 Mercantile Court
Molendinar, QLD 4214
Australia
Start returns process here: https://return.auspost.com.au/FAMOUS_FOOTWEAR
Refunds
Items may be returned for a refund within 30 days of date shown on purchase invoice.
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.
Postage is non refundable.
Exchanges
Items may be returned for an exchange within 90 days of of date shown on purchase invoice.
If you are wishing to exchange your purchase for another size, style or colour please send an us email letting us know your order number and which item(s) you require so that we can check availability and if available place them on hold for you.
Start Exchange process here: Email Customer Care
Once we confirm your requested exchange (style/size/colour) has been put on hold for you, you can then package your return making sure to include your receipt and post them to our Online Returns Team at the address listed above.
Get your returns label from here: https://return.auspost.com.au/FAMOUS_FOOTWEAR
All items will be held for 10 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 the return for an exchange are not refundable. 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 delivery rate (AUD 9.95).
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 your postal carrier. Famous Footwear will not be responsible for parcels lost or damaged in transit if you choose not to insure.
Cancelling/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. 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 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 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.
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) within a reasonable time frame. Pending in-store or online assessment, customers will be provided with a full refund, exchange 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.
Returns Made In Store
We are glad to exchange or offer store credit for full purchase value where goods are:
- In a re-sellable 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 re-sellable 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.
This policy is made in accordance with the guidelines set out by consumer affairs.
All feedback can be forwarded in writing to:
Retail Operations Manager
PO BOX 4458 Ashmore Plaza QLD 4214
or emailed to: customercare@famousfootwear.com.au
Please click the link below for a downloadable version of our Online Returns Form: