RETURN and REFUND

To send us a message concerning your order, please log in your account and complete the form Contact Us including "order reference" and "product". We will reply to you within 24 hours and messages can be viewed in the "order history and details" of your account.

Our shoes are highly individual, uniquely designed and made for special occasions. As such we accept cancellation only within 24 hours of payment and a 5% cancellation fee is applicable.

If you wish to change of size, colour or style please also contact us within 24 hours of payment. You are strongly suggested to contact us with any concerns about sizing/fitting, quality, and/or any other preferences before ordering.

Once your order is delivered please check it as soon as possible and try the shoes on the carpet. Contact us immediately if the item is damaged, different from the order in respect of replacement and refund.

RETURN

• The return must be made within 14 days from delivery for refund and exchange.
• You can return locally to one of our network warehouses in the US, CA, UK, FR, DE and EU if the service is available at the time when the return is requested, otherwise, all returns are to Australia or China.
• Returned items must be unworn/unused/intact and packed securely including any accessories. We reserve the right to reject any return that is not in its original quality/condition/functioning.
• A photo of the delivered item is required for the request of return.

EXCHANGE

FREE EXCHANGE of size is available to most styles except Bridal Shoes and Men Shoes. Contact us to confirm prior to ordering. 

REFUND

Refund excluding delivery cost for return of unused item *The order price includes shipping however it is not free. 

• The international delivery cost currently is AU$30 for flats and heels, AU$40 for boots;
• The national delivery cost currently is AU$15 for heels, AU$20 for boots; 
• The delivery address is not known or failed to pick up from your local post office - return to sender;
• A restocking fee of 50% is applicable for late return; the delivery address is unknown - return to sender and return of Bridal/Gothic Shoes.

90 days full refund or replacement will be provided for damage upon arrival, loss in transit and error shipping.

A refund will be issued within 5 business days after the return is securely received.