Returns & Exchanges
Need to make a return?
We want you to love your purchase but if you have changed your mind, you can easily return your item in any Mathers store, or online. Full details of our returns policy are outlined below and should be read in conjunction with our terms and conditions. It is important that you provide appropriate proof of purchase when returning 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.
Gifting season extended returns.
We’ve extended our returns period in the lead up to Christmas so you can shop for loved ones with confidence.
All items purchased from the 10th November 2025 – 31st December 2025 (inclusive) are eligible for an extended 60 day free return period. Items purchased outside of this period are subject to our standard free 30 day returns policy.
Unfortunately orders shipped to New Zealand cannot be returned via the online portal. If you meet the return conditions, please post your items (and order details) to the address below.
Items marked ‘Final Sale’ are not eligible for return. If your item is faulty, please contact us by email at customercare@mathers.com.au
Please keep a record of the tracking number for our Customer Care Team.
We currently do not offer FREE RETURNS for orders placed within New Zealand.
Mathers, 6 Founders Place
Truganina, Vic, 3029
Ready to start your return?
Ensure you’ve read our Returns & Exchanges policies, and that your items are eligible. When ready, you can create a new return using the button to the right.
How to return products online
Before continuing, make sure to read our Returns & Exchanges Policy below to ensure your order is eligible and all your items qualify for a return.
Initiate your return using the link above.
A free return label will be emailed to you. Print the label, or show your barcode at the Post Office.
Pack your items in their original packaging (including all tags and the shoe box)
Drop your items at the local Post Office and keep a record of your tracking number.
How to return products in-store:
Before continuing, make sure to read our Returns & Exchanges Policy below to ensure your order is eligible and all your items qualify for a return.
Pack your items in their original packaging (including all tags and the shoe box)
Click here to find your nearest store.
Drop your items in store and your return or exchange will be processed by our store team.
Please allow up to 7 business days for the refund to show in your account.
Our Returns & Exchanges Policy
If you’re not 100% satisfied with your purchase, or have simply changed your mind, we are happy to offer an exchange or refund. If you would like to exchange your online or instore purchase, please visit one of our stores as we cannot facilitate exchanges online. Please note postage costs are non-refundable for returns.
Items marked ‘Final Sale’ are not eligible for return. If your item is faulty, please contact us by email at customercare@mathers.com.au
Please ensure that the items you want to return/exchange meet the following conditions of our Returns Policy:
The Return 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.
You must provide proof of purchase to return or exchange goods.
When will I receive a refund?
For Online Returns
- 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.
For In-store Returns
- 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.
Frequently Asked Questions
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 or Order confirmation email
- 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.
The Craft Try & Run Program allows you to return your Craft shoes within 60 days of purchase if you are not satisfied with their performance.
A full refund will be issued with proof of purchase. Shoes may be returned in any condition, whether lightly used or heavily worn.
Only applies to Craft shoes purchased between 2nd - 30th March.
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 to 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.
Most sale items are eligible for a full refund if they are returned in their original condition, including tags and packaging. Items marked ‘Final Sale’ are not eligible for return and can only be returned if they are deemed faulty.
Items that were purchased during a sale or discount promotion will be refunded for the amount paid for the item.
Yes, you can return your online order to any Mathers store along with your proof of purchase.
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.
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.
Yes, our stores can accept PayPal returns. All funds can only be refunded back into your PayPal 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.
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 Care 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.
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.
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.