This policy applies to products purchased from the website www.northernshoestore.com.au
Can I get a full refund on returned items?
We endeavour to make your web store experience a smooth one. If you are unhappy with your web store purchase for any reason, we will gladly accept exchanges or returns of unworn merchandise returned to our web store within 14 days of the order date. We reserve the right to decline an item for refund if the return was made after 14 days.
If you would like to return goods for a full refund then please ensure:
- The product was bought at full price
- The product is not worn
- Retrieve your order number (you will find it on the Northern Shoe Store web store order confirmation email).
- The product can be returned in its original Northern Shoe Store packaging.
- The receipt received is returned with the goods returned.
Note: Items purchased on Sale (discounted price from the full sales price) are eligible for an exchange or credit note within 14 days of the order date, but not a refund.
We recommend sending return parcels via registered post as Northern Shoe Store is not liable if your return is lost in transit. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Northern Shoe Store will not be held accountable for any losses.
What is the process for returns and exchanges?
For orders delivered within Australia, we will accept returns and exchanges for change of mind on products purchased online within 14 days from date of receipt. For faulty products, see terms below.
Please return item as per below:
- Make contact via team@northernshoestore.com.au with your reason for return and to obtain return details.
- Re-pack your items in its original box
- Send back to the following address:
Northern Shoe Store Returns
PO Box 1,
Swan Hill Vic 3585
It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to Northern Shoe Store Returns.
Exchanging size
If you need to exchange your purchase for another size please make contact via team@northernshoestore.com.au with the details of your exchange and to obtain return details. Once we receive please allow 2 - 4* business days for your order to be processed and a further 2 - 3 business days for delivery. If you have any other queries please contact our Customer Service team via email at team@northernshoestore.com.au or by phoning on 03 50 331998 between 9:30am and 4:30pm AEST Monday to Friday.
Customers are responsible for shipping and handling charges for any exchanges of size.
* Exchanges are valid within Australia only. We cannot process nor deliver orders on public holidays. In these instances, please anticipate that your order will be processed within the next business day.
What if a product is faulty or incorrectly delivered?
We take the upmost care in ensuring our goods are of high quality. However, if for any reason you find that our products are faulty or unsatisfactory, or you did not receive what you ordered, we will be determined to resolve any issues to satisfy our customers.
Returns will be accepted for products purchased from www.northernshoestore.com.au if they are faulty or the products delivered do not match your order. However, you will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making a return claim.
Web store purchases claimed as faulty will need to be sent back to Northern Shoe Store for an official assessment by the Northern Shoe Store quality assurance team. Customers will initially be responsible for shipping and handling charges for any returns of faulty product, however this amount will be refunded to your account once the product has been received and quality assessed. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed.
What are my options when I return an item bought from the website that is faulty or incorrectly delivered?
Northern Shoe Store provides three return options for faulty or incorrectly delivered products where our change of mind policy applies.
These are:
- Replacement (if possible)
- Credit note
- Refund for the amount you paid back to the same credit card
Who pays for shipping returns?
Faulty Product:
Customers will initially be responsible for shipping and handling charges for any faulty products, however this amount will be refunded to your account once the product has been received and assessed. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed. You must resubmit your account details for the refund to be processed.
Size Changes or change of mind:
Purchaser pays the cost of return charges to Northern Shoe Store, however Northern Shoe Store will pay for postage on any exchange postage back to the customer.
How long will it take to get a refund?
Once your goods have been received by Northern Shoe Store please allow up to 5 business days for your refund to be processed back to your account. The retrieval of your refund will depend on the period of time your financial institution takes to process the refund.
Who gets the refund if I return a gift?
The refund on a correctly returned item that was given as a gift will be credited to the original purchaser’s account or credit card used to purchase the gift.
How do I get in contact with customer service?
Northern Shoe Store operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 9:30am and 4:30pm Australian Eastern Standard/Daylight Savings Time.
The contact phone number for our team is 03 50 331998 or you can also contact us via email at team@northernshoestore.com.au.
