RETURNS

HOLIDAY SEASON RETURNS UPDATES

The perfect gift this holiday season is a new pair of shoes! To take the pressure off finding the right style, we've updated our returns window for a limited time. Any online purchase made between the 27th of November and the 20th of December can be returned via our loop portal or in store up until the 5th of January for an exchange or a refund. Please note any refunds processed via our online portal will incur a handling fee of $10.95. 

OUR RETURNS POLICY

Thank you for your order. While we hope that all of our customers are happy with their purchase, we understand that not every story has a happy ending. Should you have an issue with your purchase and would like to return or exchange, please follow the process down below. If you have any issues, please reach out to our customer care team for support.

IMPORTANT TIMINGS

You have 14 days from order fulfilment to process a refund request.

You have 45 days from order fulfilment to process an exchange request.

It can take Australia Post up to 14 days to return your order to our warehouse facility. Once returned please allow 5-7 business days for our team to assess the return and process your refund.

HOW DO I RETURN AN ITEM?

AUSTRALIA ONLY

Loop Returns

Our returns process just had a huge upgrade! While we hope you love your new shoes, we understand things don't always go as planned. If you want to return your order, follow these new steps below.

Please note that shipping via Australia Post can take up to 14 business days to be returned to us. If you have any issues, or require any assistance, please reach out to our customer care team.

INTERNATIONAL

For returns from New Zealand, The United States of America and Singapore, orders will need to be sent back to the Betts Distribution Centre in Melbourne, Victoria at your cost. Please contact our Customer Care Team for more information.

WHAT ARE MY REFUND OPTIONS?

1. Only an order purchased online can be returned online for a refund. If you purchased your order in stores, you must return them back to store. You can send your online order back to our Distribution Centre by following the Loop returns process above and creating a returns label via our Loop Returns Portal linked above. Australian returns are charged a $10.95 fee for postage and restocking. International returns are at the expense of the customer.

If you do not have a printer available to you at home to print the returns label, take your order into your local Australia Post and quote the Return Reference Number (Example: EMY8553985) and they will be able to print and attach the return label for you.

If your order has successfully passed our returns inspection we will refund you the order amount (excluding your shipping cost) via your original payment method.

Please note that shipping via Australia Post can take up to 14 business days to be returned to us.

2. We do offer online refunds in store (excluding Brand Direct stores). Online orders paid with Afterpay and PayPal can be exchanged in store, however if a refund is required, the online order must be returned to our Distribution Centre. Please ensure you have a copy of your Order Confirmation Email and Shopify Transaction Receipt when returning to a store.

3. All purchases made in store must be returned in store.

WHAT ARE MY EXCHANGE OPTIONS?

1. To get an exchange for your online order, you can send your order back to our Distribution Centre via our Loop Returns Portal  (Excludes New Zealand, USA and Singapore). You will need to contact our customer care team to assist you with your exchange. If your order has successfully passed our exchange inspection and if the stock is available we will send your exchange to you. 

2. We offer in store exchanges for all online orders, subject to our Returns Policy.

WHAT IF YOU SENT ME THE WRONG/FAULTY PRODUCT?

We aim to provide the best possible service to our online customers and all orders pass a quality check before they are dispatched. Should a mistake occur and you are sent the wrong product or a faulty item please contact our Customer Care Team to notify them of the issue. You can process your return via our Loop returns portal, and if the issue is confirmed, you will not be charged the returns handling fee of $10.95.

HOW MUCH DOES A RETURN COST?

To get a refund for your online order, you can send your order back to our Distribution Centre via our Loop Returns Portal linked above for $10.95 AUD for Australian orders. International orders from New Zealand, the USA or Singapore can be returned at the customer's expense, unless faulty.

IN-STORE EXCHANGES

You can choose to exchange your shoes at any one of our stores (excluding Brand Direct stores).

To receive an exchange in-store you will need:

The Order Confirmation Email and Shopify Transaction Receipt sent at the time of purchase. Simply print this out or show it on your mobile device.

ONLINE RETURNS POLICY

In order to receive a refund or exchange, your order needs to abide by the following policies.

1. Your order needs to be sent back to our Distribution Centre within 14 days of receiving your order.

2. The item/items in your order need to be unworn and unused with the original tags still attached.

3. The item/items must be returned in their original packaging which must be in the original condition.

4. If you purchased your products during our 2ND PAIR HALF PRICE promotion, and you are returning one of these items, you will forfeit the 50% discount and will be refunded accordingly. LOOP will apply the discount across all items purchased within the promotion and calculate the refund accordingly. For any questions about this please contact our customer care team.

If your order has successfully passed our returns inspection we will refund you the order amount (excluding your shipping cost) via your original payment method or provide you with an exchange.

Note: We do not offer refunds or exchanges on Shoe Care items.