Refund policy

DELIVERY

Delivery times and prices vary from country to country. If there is more than one option in your area, you’ll be given a choice of delivery options before you finalise your order.

We do our best to meet all delivery times, but sometimes there might be delays. If your parcel is delayed, we will keep you updated as much as we can. For more info on shipping and delivery, get in touch with our Customer Services team.

RETURNS AND REFUNDS

We hope you and your little one love our shoes as much as we do, but sometimes it just doesn’t work out. We’re here to help you find your perfect fit, color and style.

To initiate your return or exchange, please email us at orders@oldsoles.com.au with your name, order number, contact info and reason for your return. We’ll reach out with return instructions shortly.

Your right to cancel (UK)

If you are a consumer in the UK, you have the right to cancel your online order within 14 days of receiving it and return the goods for a refund, under the Consumer Contracts Regulations 2013. To exercise this right, notify us at orders@oldsoles.com.au within 14 days of delivery. We may reduce your refund to reflect any loss in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and condition.

Return policy for items purchased online at oldsoles.uk:

You may return full-price items for a refund. Items must be returned in their original, unworn condition along with their shoebox.
We will not accept returns on items that have been worn, used, soiled or intentionally damaged. When trying on shoes, please do so on a soft clean surface so as not to mark them.
Items must be returned within 14 days of receiving your order.
You are responsible for the shipping cost for your return or exchange.
Refunds will be made in the form of your original payment, minus the original shipping cost. We cannot refund any shipping or customs charges.
A restocking fee of 15% may be deducted from refunds for returns requested after the 14-day cancellation period, or for items not returned in their original, saleable condition.
We do not accept returns on items that have been purchased through one of our stockists.
All returns are carefully inspected upon arrival. If your return does not meet our guidelines, it will be shipped back to you.
To help process your refund or exchange quickly, please include the original invoice that came with your shipment.
Returns and exchanges are only valid on purchases made online at oldsoles.uk.

Sale items

Sale and clearance items are sold as final sale and are not eligible for our standard returns or exchanges. This does not affect your statutory right as a UK consumer to cancel within 14 days of delivery (see “Your right to cancel” above): sale items may still be returned within that period, provided they are unworn and in their original condition with the shoebox, with return postage at your cost. Exchanges on sale items outside the 14-day period are reviewed case by case, subject to availability.

Faulty items

Nothing in this policy affects your legal rights for goods that are faulty, not as described, or not fit for purpose. Faulty items will be refunded or replaced under the Consumer Rights Act 2015.

ONLINE PROMOTIONS

OLDSOLES End of Season Sales are exclusive to the OLDSOLES online store only. Sales are subject to product availability. No further discounts will apply. Sold as final sale (subject to your 14-day statutory cancellation right above). Personal shoppers only. No rainchecks. OLDSOLES reserves the right to amend any promotional offer.

All products purchased from our ‘Clearance’ section are subject to product availability. No further discounts will apply. Sold as final sale (subject to your 14-day statutory cancellation right above). Personal shoppers only.

Buy One, Get One Free offers are exclusive to the OLDSOLES online store only. This offer is subject to product availability. No further discounts will apply. Sold as final sale (subject to your 14-day statutory cancellation right above). Personal shoppers only. No rainchecks. OLDSOLES reserves the right to amend any promotional offer.