Quite simply, we will exchange or refund your purchase for any reason!
you inadvertently bought the wrong size, not a problem. If you wish to
change it for a different style, no worries. Even if you've changed your
mind after receiving your purchase, that's OK, we understand.
All you need to do is let us know by sending an eBay message within 30 days
of having received your delivery. We will send you a ''Numbered Returns
Form'. This is important so that we can keep track of, and
take the appropriate action, for your item when it arrives back at our
Obviously, the items
you're returning need to be unworn, in re-sellable condition and
returned with the original packaging. Please note that we do not cover
the cost of return shipping or re-delivery, and a 15% processing and
restocking fee will apply for 'change of mind' refunds. The 'Returns
Form' will give address details for returns and cover other information
you may require.
All of the footwear we
sell is new stock and covered by manufacture warranty, and most of our
supplying manufacturers produce their products under ISO Australian
Quality Standards. So if you find yourself in the unfortunate (and very
rare) situation of needing to make a claim for a quality issue, the
appropriate manufacturer (through us) will ensure your claim is handled
quickly and professionally. If the footwear is not new at the time of
the problem, the age and condition of the item will be taken into
account by the manufacturer when reviewing the claim.
Here's a simple guide to ensure you have no problems in exchanging your boots or returning them for refund :
1. TRYING ON YOUR BOOTS
As soon as possible after your boots are delivered, remove them from the packaging and the box ( DO NOT DAMAGE THE PACKAGING!). Give them a good check over, ensuring they are the size that you ordered and that there is no obvious manufacturer faults.
them on with the same socks you intend to wear them with. Ensure they
feel comfortable, firm (not sloppy) around the heel & ankle, and
with a minimum 5mm to 10mm space for your toes. If they are safety boots
ensure that there is adequate sideways) room for your toes - Although
it's not always possible, it's generally a good idea to try boots on
after you've been on your feet for several hours. (ENSURE YOU ARE ON CARPET WHEN TRYING THEM ON, AND DO NOT WEAR THEM OUTDOORS!)
you are happy with your purchase, that's all there is! Please don't
forget to spend a minute or two providing your eBay Feedback, and
Service Level Ratings.
2. INCORRECT SIZE, STYLE EXCHANGE or CHANGE OF MIND
unfortunately something's gone wrong. - The size isn't quite right,
or you now think that the steel toe cap style would have been a better
option, perhaps you've suddenly changed job roles and now have no need
for the boots that you ordered. It's not a problem, and we can work
together to solve the issue - However please understand there are some
parameters which need to be followed so that we get it all done quickly
FIRSTLY - Take immediate action by informing us through the eBay message system that you have an issue. We can't help you if we don't know that you have an issue. - Remember, we only accept return claims up to 30 days from date of delivery! So don't delay! - DO NOT WEAR THE BOOTS. Pack them up with the original box, the packaging and the original delivery docket, in readiness for return.
- We will quickly send an email back with a numbered 'Return Form'
that you need to complete and then enclose with the boots and packaging
which are being returned. - The Return Form will provide you with all
of the information you need to get the boots back to us as quickly as
possible, including the return address in Sydney. The Return Number is
critical as it ensures we are able to keep track of your boots in our
busy warehouse. - Our advice is that an Australia Post 'Pre-Paid Parcel
Post' 3kg Satchel, will generally be the best option for boot returns.
- When your boots arrive at our warehouse, we will process your claim
quickly and efficiently and prepare a new size or new style to be posted
or a refund to be allocated. - At that time we will email you to
provide details of any extra payment or refund which may be applicable,
depending on the circumstance of the claim, and to arrange for that
payment or refund. - Once the financial part of the transaction has
been completed we will quickly arrange postage for your replacement
PLEASE NOTE that we do not cover the cost of items being returned to our warehouse or
the cost of redelivery. If an item is being returned for 'change of
mind refund, a Processing & Restocking fee applies equal to 15% of
the item value.
A Couple Of Relevant Points :
Please do not return footwear to us for refund or exchange, which has
obviously been worn or is damaged in some way (other than a claim for
manufacturer fault) - The boots that you send back will ultimately be
returned to our stock and resold to another customer. If the boots that
you are returning are not in a condition that you would happily accept as a brand new 'direct from factory'
item, then it would be unfair to ask anyone else to accept them as
that. Likewise it would be unfair to expect The Boot Warehouse to accept
the loss in value to our stock that worn or damaged footwear would
mean.This is also why we need the undamaged original packaging returned.
As already mentioned, please take action quickly once you have decided
to exchange your boots or claim a refund. The 30 Day Return Policy is
very generous compared to many suppliers, but it also requires strict
adherence for us to manage our stock effectively, and as such offers
virtually no flexibility.
3. CLAIMS FOR MANUFACTURER FAULTS
you find yourself in that unfortunate (and extremely rare) position of
finding something wrong with the boots you have purchased, the general
procedure is similar to that outlined above. - Contact us immediately
and we will expedite a process (via our 'Numbered Returns' system) to
quickly get the boots to the appropriate manufacturer who will
investigate your claim.
they are new, unworn boots, an exchange will undoubtedly be carried
out. - However if they are boots which have been worn for any period
of time before the claim is made, the manufacturer will take into
account the age and condition of the boots and the work they were
supplying manufacturers offer varying periods of time with regard to
their manufacturer warranties, and some offer additional guarantees and
warranties on some styles or indeed all of their range. It is too complex for us to list all of their extended and limited offers. For further information about specific manufacturer warranties and guarantees, please visit their relative web pages.
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