Returns & Exchanges

Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy. 

Exchanging online 

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process.

Exchanging in-store

Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay. 

Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card. 

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style. 

What if I bought it online, whilst on sale, and it's now back to full price?

If you ordered an item whilst it was on sale and need to swap it for a different size, we recommend exchanging sizes in-store as we will be able to honor the sale price for you (depending on the payment method). We cannot offer a price honor on a new online order as we don't facilitate online exchanges. 

Please note: In store exchanges for a different size are dependent on stock levels and availability. 

Unfortunately, customers cannot attend our warehouse or office to return items due to OH&S restrictions. 

If you attempt to return your item in person, your item will not be accepted for return. 

Please follow our approved return procedures to ensure your return is processed correctly. 

If you wish to avoid return postage fees, you are welcome to return your item in-store if you paid via Afterpay or credit card. Paypal orders must be returned online.

You are responsible for any costs associated with returning your order.

You are welcome to post your item(s) back to our online warehouse and we will refund your order as per the original payment method.
Please note: We do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

Organise your online return here. 

If you would like to avoid return postage fees, you're welcome to visit one of our stores and return your shoes in person. Please note, we can not facilitate Paypal refunds in-store. 

You can check out our Returns Policy for more information.

If you have changed your mind about your recent Click & Collect purchase, you can return it at the store you collected it from to return. Please note that we can't refund Paypal orders in-store. 

You are also welcome to follow our online returns process.

Our general Returns Policy applies.

Update 06/10/21: We're experiencing a technical issue where customers cannot lodge a return directly from their logged-in account. Please use our guest returns form in the meantime. We apologise for the inconvenience and hope to have it sorted as quickly as possible.

Please view our Online Returns Policy before booking a return. 

Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements on the off chance you need to return them.

Online Return Instructions

1. Log in to My Account to create your return. If you checked out as a guest, use our guest returns form here.
2. Enter your order number & its associated email address.  
   Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 & _2). They must be returned separately in the portal as they're recognised as unique order numbers 
3. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item 
4. Ensure your details are correct before clicking ‘next’ 
5. Proceed to pay for your return postage via credit card 
6. Click 'pay now' and your prepaid return postage label will be emailed to you 
7. Print off your label and attach it to the package (Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging) 
8. Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services 
   
9. Drop off your parcel at your nearest Post Office. 

Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers. 

If your order was split and you need to return more than one item, please get in contact with our Customer Experience Team. We'll advise the next steps. 

*Please note -We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Shoes must be returned in their original, undamaged shoebox.

If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

Cost of Returns

You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. 

What's next?

Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.

If approved, refunds are processed by our returns warehouse within 2-3 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. 

If your items meet our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order. 

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

Head to our Returns Portal to start the process.

Please note that we do not offer exchanges for online orders.  If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

Did you know? PayPal refunds return shipping fees. You can check out this link for more information.

Looking for a pair of R.M.Williams’ boots but concerned about sizing?

We currently offer free returns on all online R.M.Williams purchases. Upon receiving your order, if you find your boots unsuitable, get in touch with our Product Experts to organise your free return.

More info? You can check out our Returns Policy.

You are most welcome to return a sale item, as long as it meets our Returns Policy. 

You'll receive a refund on the sale price paid. 

It’s important to take care when packaging your return to ensure that the shoebox is undamaged. To meet the conditions in our Returns Policy, returns cannot be sent with the shoebox taped up, written on or exposed. 

We suggest turning the original packaging or a reusable shopping bag inside out to package your return in and protect it during transit. 

Alternatively, you can purchase a satchel from the post office to return your order in.

Debit or credit card 

Your refund will reflect in your account within 2-5 business days of your return being processed. 

PayPal 

We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account. 

Afterpay 

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.

Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.