FREQUENTLY ASKED QUESTIONS
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Please note:
Delivery times may vary during sale periods and public holidays. Please allow additional time for delivery.
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Dispatch Delays
It has been brought to our attention that on Tuesday the 5th of May 2020, our TOLL warehouse experienced a global outage. Unfortunately, this means there will be significant dispatch delays from the warehouse.
We are closely monitoring the situation and will provide regular updates. We sincerely apologise for the inconvenience and thank you for your continued support during this time.If you have any questions or concerns, please contact our Customer Experience team below and we'll do our best to help you!
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Delivery Information
Our TOLL warehouse experienced a global outage on Tuesday the 5th of May 2020, leading to dispatch delays.
Due to the COVID-19 impact, Australia Post is experiencing disruptions which are resulting in delivery delays. The delivery times below have been updated accordingly to consider these changes, however, they are an estimate, and can vary depending on your location.
For further updates, please refer to the Australia Post website.
DELIVERY OPTION
DELIVERY TIME
ORDER OVER $100
ORDER UNDER $100
Australian Metropolitan Areas
1-3 Business Days
FREE
$10
Australian Rural Areas
4-7 Business Days
FREE
$10
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End of Season Sale
End of Season Sale Terms and Conditions.
Up to 50% off selected styles: Offer valid from 04/06/20 and ends 11:59 pm AEDT 28/06/20.
Start shopping here.Important to note:
- Offer valid on selected styles only
- Prices as marked and while stocks last
- Offer cannot be used in conjunction with any other discount or promotion.
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What is your latest returns policy?
We are experiencing delivery delays to our returns warehouse. This is due to the impact of COVID-19 on Australia Post and the TOLL global outage. These delays will also result in an additional refund processing delay of 2 - 5 business days. We apologise for the inconvenience! Our teams are working hard to process your refunds as promptly as possible.
Returns timeframes have been updated accordingly to consider these changes, however, they are estimates.
We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
All online returns must be lodged through our Returns portal here. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.3 simple conditions for a successful return:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must are unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition
Please note that all online returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *
*We reserve the right to reject any returns that do not meet these requirements.
RefundsWe are experiencing delivery delays and extended processing times at our returns warehouse. Please refer to the above update for more information.
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.
Upon receipt, a returned item will be processed by our returns warehouse within 2-5 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Faulty items
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If you believe your online purchase arrived with a manufacturing fault, please contact our Customer Experience team below. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault. -
How do I clean my shoes?
Need to keep your shoes squeaky clean? We've got you covered.
Cleaning
We recommend brushing away any surface dirt with a soft brush on a regular basis. After extended, rugged use, wash with mild soap and warm water. Be sure to rinse all soap off as it is hydrophilic. (Do not soak the shoes or get any leather parts wet for too long).
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Drying
Open the shoes fully, remove the insoles and laces and let them dry at room temperature. (Never expose them to heat!).
Conditioning
Recommended treatment depends on the construction and material of the footwear. Many treatments do slightly alter the colour and appearance of the shoes.