We’ve put together a few questions and answers that you may find helpful. For any other questions, please fill out the contact us form or email us at email@example.com.
What Payment options can I use?
The payment options that are available online are:
- Credit Card (Visa, Mastercard, American Express)
- Store Credits
- Gift Vouchers
We do not accept pre-paid credit cards.
I’ve just placed an order, can I change it at all?
We pack and process our orders as quickly as possible so we can get your order out nice and quick. It is best to call the store on 08 8223 5157 to find out where abouts your order is. If it has already been sent you will need to place a new order.
How can I track my order?
All orders are sent with Australia Post Monday to Friday. Once your order is placed, you will receive an email from us saying we have received your order and that your order has been processed and sent, along with what your tracking number is. Please check your spam or junk in case the email has gone there. Please make sure if your tracking number is sent with spaces in between to remove the spaces when entering or pasting the digits into Australia Posts tracking. https://auspost.com.au/mypost/track/#/search Tracking will not necessarily start straight away, so you may need to wait a few hours.
How much does it cost for delivery?
Within Australia, all orders over $150 have Free Shipping on regular postage. If your order is under the $150, there is a $10 fee. If you would like your order to be Express posted, that is no worries. There is a $15 fee per product on your order. Postage will be delivered within the times that Australia Post recommend. As we do not have a separate delivery system we cannot guarantee or say arrival time of products.
If you are in New Zealand there is a set rate of $30 per product.
Which countries do you sell to?
We are authorised to sell our products Australia wide, and to New Zealand.
How do I return my order?
We want you to be 100% satisfied with your purchase. If you change your mind, we will refund the shoe purchase price for any unworn shoes as long as they are unworn, in the original box with the receipt, in original condition, within 14 days of shipment. For in store purchases there is a 7 day refund. This also applies to shoe sale items. Accessories cannot be returned for change of mind. You must return your product back through Australia Post to Shop 24 Charles Street, Adelaide SA 5000. The cost of returning your purchase will be at cost to you, and you will not receive a refund for the shipping costs if any have occurred throughout the sale.
What if I want to exchange my order?
If you would like to exchange your shoes for a different style or size, this is fine, but the product must still be unworn, with the receipt and in original box in original condition. You will need to cover costs to send back the original order, and once we receive the order back, we can send out the exchanged pair in regular post at no additional cost. If you want to exchange faster, we recommend you place a new order and send the original shoes back for a refund. Alternatively, you can express post your shoes back, and then pay $15 for express delivery back out to you.
Can I return a sale item?
Yes, you can return a sale shoe. No accessories can be returned for change of mind. Please check our returns policy for full details.
Can I request a store credit instead of a refund?
Yes, we also offer store credits as a refund option. Please speak with a staff member for further information regarding this as you will receive your own unique code if you would like to get a store credit. This will be available both online and instore. Please note that purchases made with a store credit will be treated as a new order, so therefore will be subject to the standard shipping rules and costs.
How long does it take for my refund to be processed?
Please allow up to 2 weeks for your return to be received back, processed and then appear on your bank statement.
Can I buy a gift voucher online?
Yes, you can. The voucher will be sent to the nominated address, and can be used both in store and online. If you wish to use in store, please contact us first.
The product I wanted is now out of stock, will you be getting more in?
Occasionally our most popular products will sell out, but if they are part of our core range, we will be able to get stock back in. If the items are not in our core range, they are seasonal and are limited editions, once off styles.
How do I know if I am selecting the right size for my brand?
Each brand has its own sizing chart. Please refer to the sizing charts
How should I wash my Converse/Supergas?
Although Converse and Supergas can be washed, we do not ever recommend putting them in the washing machine. If you wish to wash canvas shoes, separate the laces from the rest of the shoes, then use a kombi brush or suede and nubuck brush to scrub away any marks on the canvas and rubber sole. Be sure to use cold water soapy, or instant sneaker cleaner. Avoid using too much water. You can also hand wash the shoes in cold soapy water, but do not leave the shoes in water too long. Be sure to air dry in the shade. For the laces, simply place them in cold soapy water and hand wash. Once dry spray the whole product with a water and stain protector. To wash leather, simply wipe the surface with a damp cloth. Once dry, apply dubbin to recondition the leather and re-waterproof the shoe.
What is the best way to look after my shoes?
Each brand has its own way to look after the shoes, as every brand is slightly different. Care instructions are with each product on our website.
Smooth/Nappa Leather – For best results, clean away dirt using a Kombi Brush or damp cloth, then use Wonder Balsam or Neutral Dubbin to waterproof and condition the leather.
Waxy/Oiled Leather – For best results, clean away dirt using a Kombi Brush or damp cloth, then spray with a Water and Stain protector. Alternatively, use Wonder Balsam or Neutral Dubbin to waterproof and condition the leather, however this will darken the leather to begin with.
Vegan – For best results, clean away dirt using a Kombi Brush or damp cloth, then spray with a Water and Stain protector.
Canvas – For best results, clean away dirt using a Kombi Brush or damp cloth, then spray with a Water and Stain protector. Instant sneaker cleaner can also be used for cleaning the rubber toe and sole.
Leather – For best results, clean away dirt using a Kombi Brush or damp cloth, then use Wonder Balsam or Neutral Dubbin to waterproof and condition the leather. Instant sneaker cleaner can also be used for cleaning the rubber toe and sole.
Canvas – For best results, clean away dirt using a Kombi Brush or damp cloth, then spray with a Water and Stain protector. Instant sneaker cleaner can also be used for cleaning the rubber sole.
Leather – For best results, clean away dirt using a Kombi Brush or damp cloth, then use Wonder Balsam or Neutral Dubbin to waterproof and condition the leather. Instant sneaker cleaner can also be used for cleaning the rubber sole.
You can clean the uppers with a damp cloth, no matter the material. If you wish to keep the suede upper lighter, as it will darker with wear over time (normal), you can use Collonil shampoo. It will not take it back to its original form, but will remove some of the oils that come out of your feet naturally over time. Try and avoid leaving your shoes in direct sunlight or in a hot car, and try to avoid getting the iconic cork sole wet. The full EVA products are waterproof, so are fine to get wet. For full instructions, please refer to any of our styles online as they have the full care instructions.
Why have you contacted me to say my order cannot be fulfilled, when I was able to order it online originally?
We aim to get all orders out to you, however sometimes our website can be a little slow to update. The stock might appear to be in stock, however our in store and online stock is the same, and some may not always be there when being picked for delivery. This could be due to a few reasons, but will aim to speak to you ASAP, get another pair for you as soon as we can, or swap it for something else. If none of these options work for you, we will refund the full order.
What if my product is faulty?
If you believe your product is faulty, and you have purchased the shoes from us, please contact our store directly at firstname.lastname@example.org or 08 8223 5157. The product will need to have a proof of purchase and will need to be deemed factory faulty by the manufacturer and must be within their guidelines. You will need to bring the product in as it may need to be sent off to the manufacturer.
I have purchased a pair of shoes from somewhere else, can I return or exchange them back to you as you sell the brand?
We are an independent retailer, so unless you originally purchased the shoes from us, we cannot do any exchanges or refunds. This also goes for faulty products. Please contact your original company you purchased them from.
I have received a pair of shoes from your site as a gift, can I exchange or return them without proof of purchase?
All orders, whether they were bought from you or bought for you needs to have a proof of purchase for us to be able to help with an exchange or refund. There are many retailers that sell the brands we stock, so you need to be able to provide a proof of purchase from our store. If you cannot provide a receipt, an email proof of purchase, or bank statement may be accepted.
Are any of your shoes Vegan?
We have a large range of shoes that are Vegan Friendly, and they can be found in the Vegan Friendly tab here . The following information has been given to us by the companies themselves that we purchase the shoes from. The certify that a product is Vegan, it must have a range of processes/requirements that it needs to pass. Some of these requirements include making sure the product has no animal product in the shoe at all, from the upper or lining not being made of leather, to having no bees wax or animal product in the glue that the shoes are put together with. They also must not be made in the same factory or workspace where another product that is made with leather or animal product glue is made. And they also need to not be stored in the same warehouse where leather products may be. Therefore a lot of our products are Vegan Friendly, not Vegan Certified.
Supergas do not have any animal products in the canvas Cotu Classics, or Organics range, however it is not confirmed if they are made in another factory where leather products are made.
Converse Canvas Chuck 1970s are also a Vegan Friendly style. They do not have any animal products in them, and are also made with organic cotton canvas. However they cannot be guaranteed that they are made in a factory that also makes leather products.
Birkenstock also have a Vegan range, however stock can be limited on our site.
Dr. Martens have gone one step further. They have Vegan Certified products, as they have a factory and warehouse that makes and stores the products separately from any animal product Dr. Martens.
Are there any restrictions on the 'spin the wheel' coupon codes?
In short answer, yes. When you sign up to our newsletter using the ‘Spin the Wheel’ you will then get a coupon code giving you a discount off your first order. However there is a minimum spend of $30, and you can only use one coupon code at a time on our site.
Can I get a refund on my credit note if the shoes I liked didn't come in when I wanted them to?
Unfortunately once you take a credit note, you can’t get a refund. Credit notes are something we do to help our customers out once they go past the strict refund period time of 7 days. If the product you ordered doesn’t fit and you don’t like anything else in the store at the time, you have 30 days to get a credit note or exchange for something else. This 30 days is from your original purchase date. The shoes must be unworn, with the original box and receipt and in the same condition they left the store in. If you choose to take a credit note instead of an exchange, you will have 3 years from the date you swap over to a credit note to use it up, which is plenty of time. If you move interstate, no problems, we can create a code for you to use online so you don’t have to come in store. And you can use it on anything in the store we have for sale. It doesn’t have to be the same product or brand you originally purchased.