Refund policy

Refunds Process

Once returns are received in our online office, our Returns Team will determine whether the product is eligible for a refund. When it is approved, it will be forwarded to the Finance Team for processing. Our team will send you an email to let you know that the refund has been processed. Once your refund has been processed, please allow 1-7 business days (this may vary depending on your financial institution) for the funds to appear in your account.

Used online credit or promotion code:

• If an online credit was used to place your order, we will provide you with another online credit code.
• Items that were bought during a discount promotion or were bought with a voucher will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.

Please Note:

• If any items are not eligible for a refund we will contact you.
• During peak trading times (including but not limited to Christmas and sale) refunds may take slightly longer to process.

We reserve the right to decline an item for a refund if:

• The return was made after 14 days
• The products are marked, damaged or show signs of wear
• The products are not returned in their original and undamaged box or packaging
• If your order included a delivery charge, only the cost of the items returned will be refunded unless the goods were deemed faulty. Please see more about faulty goods below.

Goods deemed as faulty:

The Faull’s Shoes Returns Policy includes the rights you are entitled to under the Australian Consumer Law.

If your new purchase is faulty please contact us via email shop@faulls.com.au or call 03 35 312 999 and we will assist your with your return.

If your shoes have developed manufacturing faults after they have been worn, please contact our Customer Service Team via email shop@faulls.com.au Our office hours are Monday to Friday 9.00am to 5.30pm EST

Faull’s Shoes may request photos of the fault claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty.

If the item is found to be faulty, Faull’s Shoes will repair, replace or refund your order where appropriate.