RETURNS

NEED TO MAKE A RETURN?

We want you to love your purchase, but if you have changed your mind you can return your item online or in any of our stores. Full details of our returns and exchange policy are outlined below. It is important that you are able to provide appropriate proof of purchase when returning or exchanging your item.

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of Australian Consumer Law, regulations or otherwise as required by law.

Promotional items may have additional terms and conditions. Please refer to our promotion’s terms and conditions page for further details.

EXTENDED SEASONAL RETURNS:

An extended returns period means you can shop with confidence this holiday season! All items purchased from the 01st December 2023 – 01st January 2024 (inclusive) are eligible for an extended 60 day free return period. This applies to all online purchases. Items purchased outside of this period are subject to our standard free 30 day returns policy.

CHANGE OF MIND RETURNS OR EXCHANGES:

If you’re not 100% satisfied with your purchase, or have simply changed your mind, we are happy to offer an exchange or refund. Please ensure that the items you want to return/exchange meet the following conditions of our Returns Policy: 

·       The Return or Exchange is made within 30 days of purchase;

·       The item is unworn and in its original condition and packaging including original tags attached;

·       There must be no damage or signs of wear, such as scratches or sole markings; and

·       You must provide proof of purchase to return or exchange goods.

TO BE ELIGIBLE FOR A REFUND OR EXCHANGE, THE PRODUCT MUST BE:

Unworn

In the original
packaging

Purchased within
the last 30 days

ONLINE RETURNS

If you meet the conditions above please follow the below steps to lodge your return.

IN STORE RETURNS

To return an item in store, please ensure the item meets the return requirements as outlined above and you provide a proof of purchase receipt.

All online returns are FREE! Please ensure you have met the Return Policy conditions above.

Please click here to start your returns process.

Pack your items in their original packaging (including all tags and the shoe box).

A free return label will be emailed to you. Print the label, or show your barcode at the Post Office

Drop your items at the local Post Office and keep a record of your tracking number. Please allow 5-10 business days for your return to reach our warehouse.

All in-store returns are FREE! Please ensure you have met the return conditions above. 

Pack your items in their original packaging (including all tags and the shoe box).

Click here to find your nearest store

Your refund will be processed on the spot in-store, or by our finance team

Please allow up to 7 business days for the refund to show in your account.

ONLINE REFUNDS

Please allow 5-10 business days for your return to reach our warehouse. If approved, your refund will be processed as soon as possible, and we will notify you by email. Please allow up to 2 weeks for processing and for funds to reach your account. 

IN STORE REFUNDS

Refunds will be processed to your original payment method. Please allow up to 7 days for your refund to appear in your account dependent on your form of payment and financial institution.

NEW ZEALAND CUSTOMERS

Unfortunately, orders shipped to New Zealand cannot be returned via the online portal. If you meet the return or exchange conditions, please post your items (and invoice) to:

MATHERS E-STORE, 6 FOUNDERS PLACE, TRUGANINA, VIC, 3029

Please keep a record of the tracking number for our Customer Service Team.

RETURNS FAQS

What is an acceptable Proof of Purchase?
Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:Original store tax receipt (paper, electronic or photograph will be accepted), Online Tax Invoice (order confirmations will not be accepted), Packing slip included in all online purchases, Original return/exchange receipt. Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase, which our team members can validate.
Can I exchange an item?
Yes, we offer exchanges for purchases made online and in store. To exchange your order please visit your nearest store. Please note if you wish exchange an item from an online order for an item of lesser value, we will need to refund your original order in full and you will need to make a new purchase. Your refund will then be processed back to the original payment method used at the time of purchase within 7 business days of the exchange being registered in-store. Unfortunately, orders paid with Afterpay are not eligible for an exchange, these orders must be refunded in full and then a new purchase made.
Can I return sale items?
All sale items are eligible for a full refund as long as they are in their original condition including the packaging. All online purchases that are being returned to the warehouse MUST be lodged in the online returns portal. Alternatively, if purchased in store, you can return your shoes to the boutique that you purchased them from.
If I purchased shoes online can I return to a Mathers store?
Yes, you can return your online order to any Mathers store along with your proof of purchase. Please note, stores cannot return items purchased using PayPal. Please contact our customer service team or use the online portal to arrange your return.
I paid using a gift card, how will I be refunded?
In the case where a purchase is made using a gift card and the order is subsequently cancelled or requires a refund – we reserve the right to request proof of identity before reissuing a gift card. If a gift card/prepaid credit card was used in a purchase, please ensure that you retain the card/s until your order is physically received. If a third-party gift card or prepaid card was used, please retain any third-party gift cards or prepaid cards for the duration of the return period noting these cards may be subject to the card issuer's terms and conditions.
I paid using Afterpay, can I return my item in store?
Yes, all our stores can accept Afterpay returns. All funds can only be refunded back into your Afterpay account, we cannot refund your order to an alternative payment method. Once you have returned your items, please allow some time for your refund to be processed.
I paid using PayPal, can I return my item in store?
Orders paid with PayPal must be returned to our online store for a refund only.
Can I return sale items?
All sale items are eligible for a refund as long as they are in their original condition including tags and packaging. All online purchases that are being returned via the website must be lodged via the online returns portal. Alternatively, if purchased in store, you can return your shoes to the Mathers store that you purchased them from. Items that were purchased during a sale or discount promotion will be refunded for the amount paid at the time for the item.
What do I do if my items are faulty?
All our product comes with guarantees that cannot be excluded under Australian Consumer Law. You’re entitled to a replacement or refund for a major failure. You’re also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality, but the failure does not amount to a major failure. If you believe your product to be faulty, please contact our Customer Service Team. We may request photos of the faulty claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty. If the item is found to be faulty, you will receive a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.
Return of Faulty Products
If the problem has been identified as major failure, you are entitled to a replacement, repair or refund. Examples of major failure are when the product: has a problem that would have stopped you buying it had you known about it; is unsafe; is significantly different from the description of the product; or doesn’t do what we said it would do. It does not include damage caused by misuse or returns simply due to change of mind. If the problem is not major, we may choose to give you a free repair instead of a replacement or refund where possible. If we cannot repair the product within a reasonable time period, you can choose a refund or replacement. We reserve the right to refuse to provide a refund, repair or replacement if the problem has, for instance, arisen because the product was misused by the customer.
Manufacturer’s Warranties
Some of our products come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant products. Should you wish to make any claim under a manufacturer’s warranty, you can do so directly with the relevant manufacturer. However, our friendly customer service team can also assist you with any enquiry of this nature.