RETURNS & EXCHANGES FAQS

Yes! If your order isn’t right for you, you can return it for a refund or exchange within 30 days after the order was shipped. Orders are enclosed with a returns form and address label. Simply follow the instructions on the form and send the item(s) back to us. 
If you do not have these return documents enclosed, click here to download a copy - or contact the Australia & New Zealand Customer Care team


WITHIN AUSTRALIA: We offer FREE returns within Australia. Please contact the Australia & New Zealand Customer Care team and they will email you a pre-paid return shipping label so you can return your parcel free of charge. 

OUTSIDE OF AUSTRALIA: Customers outside of Australia are required to pay return postage but we will reimburse return postage up to the value of $22 NZD on receipt of goods with a valid postage proof of purchase. Please contact our Australia & New Zealand Customer Care team for more details. 

EXCHANGES: We can exchange the item for a new item of the same or lesser value. If the new item is of a lesser value the difference will be refunded to the same method that you paid.
Unfortunately, we are unable to exchange for items that are at a higher value than the original price paid; in these instances, a refund will be issued.

CHANGE OF MIND:You are most welcome to send back your item to us for a full refund. Please note we are unable to accept shoes returned with scratched or dirty soles.
We advise that when you try on your new shoes for the first time you do wear socks and test them out on the carpet, just in case!

SALE ITEMSWe can refund or exchange sale items as per the requirements of our returns policy and our Return Checklist.

RETURNS CHECKLISTTo us the branded shoebox is as important as the shoes themselves, therefore we can’t accept shoes back for an exchange or refund without the original packaging in saleable condition. VIVOBAREFOOT AUSTRALIA & NEW ZEALAND will accept shoes back for an exchange or refund provided that following conditions are met*: 

  1. Unworn and unused with the original tags still attached.
  2. In the original packaging which must be in the original condition – please do not attach the returns label directly to the shoe box.
  3. If you are recycling the original post bag the shoes were sent in, turn the bag inside out or cover/remove any existing delivery or courier labels. 

 

 *We reserve the right to refuse the return of goods which are not sent in accordance with our returns policy and we may request that you pay for the shipping of such goods back to you. Our returns policy does not affect your statutory rights

 

All shoes purchased from us come with a 6-month sustainable guarantee.

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our customer care team in the first instance so they can guide you through the returns process and help resolve the problem as swiftly as possible. 

Please note , faulty goods claims do require a valid web order number and/or proof of purchase. We may also request photos of the defect/fault in order to speed up the returns process for you. When necessary, VIVOBAREFOOT AU & NZ will reimburse the cost of the return postage for faulty goods.

 It isn’t always possible to provide an identical replacement, but our customer care team will do their best to ensure your replacement pair is fit for purpose.

 

We process refunds as quickly as possible. Please allow 14 working days, and if you haven’t received your refund by then please contact the Australia & New Zealand Customer Care team

Refunds will be issued using the same method that you paid and credited to the same account your payment came from.

Once your refund is processed, the time it takes for the funds to settle in your account will depend on your card issuer.

Please be aware that international customs duties and sales taxes are not refunded for shipments outside Australia.

If you request a refund for your order, you will be refunded the purchase value of the order after the discount was applied. If you return other items in the order, these will be refunded minus the price of the FREE or discounted item.

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