At Vionic AU Shop, we’re committed to ensuring your shopping experience is seamless from browsing to delivery. We understand the importance of comfortable, stylish footwear that fits perfectly, which is why we’ve created straightforward shipping and returns policies for your convenience.

Shipping Information

Order Processing

We process all orders within 1-2 business days after payment confirmation. You’ll receive a notification email once your order has been shipped.

Shipping Methods & Timeframes

We offer two convenient shipping options to meet your needs:

Shipping Method Delivery Time Cost Details
Standard Shipping 10-15 business days after shipment $12.95 Shipped via DHL or FedEx with tracking
Free Shipping 15-25 business days after shipment Free Available on orders over $50, shipped via EMS

Note: We ship globally except to some Asian countries and remote areas. Delivery times may vary during holiday periods or due to unforeseen circumstances.

Returns & Exchanges Policy

We stand behind the quality of our footwear and want you to be completely satisfied with your purchase. If you’re not happy with your items, we offer a straightforward returns process.

Eligibility Criteria

To be eligible for a return or exchange, your item must meet the following criteria:

  • In original condition (unworn, unwashed, and undamaged)
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase
  • Returned within 15 days of receiving your order
Important Hygiene Notice: For health and hygiene reasons, we cannot accept returns or exchanges on Thongs unless they are defective or damaged upon arrival. All other footwear categories (Boots, Casual, Dress Shoes, Flats, Heels, Loafers, Running, Sneakers, and Wedges) are eligible for returns following our standard policy.

Return & Exchange Process

Step 1: Submit Your Request

Within 15 days of receiving your order, please contact our customer service team at [email protected] with your return or exchange request. Use the template below to ensure we have all necessary information.

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with authorization and instructions for returning your item(s). Please do not send items back without prior authorization.

Step 3: Package and Ship Your Return

Once authorized, securely package the item(s) in their original packaging and mail them to:

Vionic AU Shop Returns
41 Brown Street
Sydney, AU 2060

We recommend using a tracked shipping service as you are responsible for the item until it reaches our warehouse.

Step 4: Processing

Once we receive and inspect your returned item(s), we will process your refund or exchange within 3-5 business days.

Refund Information

Refunds will be processed using your original payment method. Please see below for processing times:

Payment Method Processing Time Notes
Credit Card (Visa, MasterCard, JCB) 5-10 business days Refunded to original payment method
PayPal 3-5 business days Refunded to your PayPal account

Please note that original shipping fees are non-refundable, unless the return is due to our error or a defective product.

Exchanges

If you need a different size or color, we recommend returning the original item for a refund and placing a new order to ensure you receive your desired product as quickly as possible.

Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at [email protected] with photos of the issue. We will arrange for a replacement or refund and provide a prepaid shipping label for returns.

International Returns

For international returns (outside Australia), customers are responsible for all return shipping costs and any applicable customs duties or taxes. Refunds will be processed in Australian Dollars (AUD) and may be subject to currency exchange fluctuations.

Return Request Template

To expedite your return request, please use the following template when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Vionic AU Shop Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Product Name: [Product Name]

Size/Color: [Size and Color]

Reason for Return/Exchange: [Please provide details]

I have reviewed the returns policy and confirm that the item meets the eligibility criteria.

Please advise on the next steps.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

If you have any questions about our shipping or returns policy, please contact our friendly customer service team at [email protected] before initiating a return.

Thank you for choosing Vionic AU Shop for your footwear needs!