FAQ

ORDERS

How do i cancel my order?

Orders are dispatched from our warehouse between the times of 2:30pm-3:30pm AEST on business days. If you would like to cancel your order simply shoot us a message/email (with order number handy) as soon as possible and we will let you know if it was successfully cancelled. You can only cancel your order if it has not been shipped.

 

Has my order been successful?

All successful transactions will receive an order confirmation email immediately. If you don't receive an order confirmation email then shoot us a message and we will let you know.

 

What payment types do you accept?

  1. PayPal
  2. Credit Card (Visa,MasterCard) 
  3. Store vouchers / Gift Cards 
  4. AfterPay

 NOTE: PayPal is currently unavailable due to our account being reviewed by PayPal.

The item i want is out of stock, can i still get it?

We do our best to keep up with demand, but unfortunately some items sell out. Our trend-driven products are usually only available while stocks last. If you want to check a specific type of shoe then just shoot us an email at help@theshoecrew.com and we will let you know if we will be re-stocking it.

 

DELIVERY 

What if the item I receive is not what i ordered?

Mistakes happen, we are only humans after all. But don’t worry, simply contact us immediately at help@theshoecrew.com and we will arrange to collect the item and send you the correct item ASAP, free of charge of course. Additionally you will receive a FREE $10 voucher code as our way of saying sorry for the mix up.

  

How long will it take to receive my order?

Delivery varies depending on location. Standard Shipping usually take around 2-6 days from date of purchase. Express Shipping service usually delivers your parcel next business day. Refer to our Delivery Guide.

 

How do I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking ID and link. Make sure to check your spam/junk folder just incase.

 

How much does delivery cost?

All orders $100+ will qualify for free delivery*.
If order is under $100 then please refer to our Delivery Guide.

*Sale items UNDER $70 are non refundable, so make sure before your purchase!

 

RETURNS

How do I return an item?

If you want to return an item for any reason, providing it meets our eligibly criteria (view just below), simply fill in the return form that comes with your order and post it back (return address is on the return form).

 

How will I be refunded?

Your refund will be credited to the same account you paid with.

Are there any items not included in the Returns Policy?


All sale items UNDER $70 are NOT included in the Returns Policy, so if your planning on purchasing a sale item be 100% sure! :)

What is The Shoe Crew’s Return Policy?

The Shoe Crew offers FREE returns for 30 days.

To be eligible, your item(s) must be returned:

Within 30 days from date of purchase.

  1. Unworn, unmarked and unwashed.

  2. In the original branded shoebox (e.g. Nike shoes in Nike shoe box).

  3. Tags still attached

  4. If your item(s) matches ALL of these criteria, then you can lodge a return.

 

I’v sent back an item, have you received it yet?

Within 1 business day of your return item being deposited in our warehouse, we will send you an email notifying you when this has been done.

In the rare case of not receiving an email within 7 business days (excluding public holidays and weekends) of returning your item(s), send us an email at orders@theshoecrew.com.au and we will resolve the problem as soon as possible. 

Make sure you have your original order number (found in order confirmation email), delivery reference numbers if applicable and the item(s) you are returning.