Returns

RETURNS POLICY

Online orders:

We happily accept online ordered returns on full priced and sale items within 14 days. If you are in any way unhappy with your goods you may send them back for an exchange, credit voucher or refund. Please note if your return is outide the 14 days returns period we will issue you a credit voucher that has no expiry date.

Please always try your shoes on a carpeted surface to avoid damage to the soles until you're certain they are the right fit for you. If you need to return your shoes for a refund or exchange please return them in a saleable condition, this includes the original and undamaged shoe boxes, buckles done up, paper inserted, laces tied and soles unmarked. 

Store purchased items:

We happily accept returns on store purchased full priced items and sale items within 14 days. If you are in any way unhappy with your goods you may return them to the store for an exchange or credit note. We do not offer refunds for store purchased items. Please ensure you return them in a saleable condition, this includes the original and undamaged shoe boxes, buckles done up, paper inserted, laces tied and soles unmarked. 

 

SHIPPING COST FOR RETURNS

Australian orders:

The shipping cost for all returns and exchanges is free from all Australian destinations.

Shoes may be returned and exchanged for another size of the same style with free shipping charges for both the incoming 'return' and outgoing 'exchange' shipment. If an exchange for a different colour or style is requested, this is treated as a 'return' and the new style will need to be a new purchase by the customer.

International orders:

The shipping cost for all returns and exchanges from International destinations is payable by the customer. (This allows us to keep the initial outward shipping charges to a minimum).

Customers may use their own preferred method of postage to return shoes to us and an additional 14 days are allowed for the shipment to arrive back to the habbot returns address (28 days in total).

Customers are advised to register or insure their parcel as habbot does not accept liability for any returned items until they are safely received at our returns address.

 

REFUNDS

Shoes may be returned for a full refund if the above returns & exchange policy requirements are met. Refund amount excludes the cost of any paid shipping.

Please allow 4 weeks for your return to be received, processed and to appear on your credit card statement. You will receive a confirmation email once your credit card has been refunded.

On rare occasions, we may decline to offer a refund, even if it's within the returns timeframe. This should only occur if the returned product is damaged by someone other than a habbot team member or the manufacturer. If this is the case, we'll advise you that a refund has been declined and we'll return the product to you. This means that shoes must be returned unmarked, without signs of wear and tear and in their original, undamaged shoe box.

 

RETURNS & EXCHANGE PROCEDURE

Australian returns:

Returns within Australia are Free.
You have 14 days after receiving your shoes to commence your return or exchange process.

EXCHANGE PROCESS

If you wish to exchange your shoes for a smaller or larger size in the same style, please email us at info@habbotstudios.com so that we can advise if that size is available and also put it on hold for you, then we will advise you how to complete the returns process below. 

If you would like to purchase a different style of shoe, we would suggest that you return your original pair for a credit voucher and then use this towards the purchase of your preferred style.

REFUND PROCESS

To return your shoes for a refund, please complete the simple online returns process using this link return.auspost.com.au/HABBOT which allows you to print off your own FREE returns label and drop off at any Post Office or Red Post Box and a growing network of retail partners such as select IGA supermarkets, Mitre10, Priceline pharmacies. You’re also able to print off the labels at Post Office and Retail locations if you don’t have a printer at home. If you have more than 1 parcel to return, you will need to lodge a new returns request label for each parcel.

INTERNATIONAL RETURNS

International customers (including New Zealand), need to make their own postage arrangements back to habbot in Australia at 98 Wellington Street, Collingwood VIC 3066 Australia. Customers may use their own preferred method of postage, and an additional 14 days is allowed for the shipment to arrive back to the habbot returns address once the confirmation email has been sent (28 days in total).

Once we have received and inspected your returned shoes, we will process your refund. International customers requiring an exchange will be refunded in full for the returned order and are requested to place a new order for the exchange pair.

 

FAULTY ITEMS

Our shoes are handcrafted by shoemaking experts in a family-owned factory in Italy. Due to the nature of handmade items and the use of natural materials such as leather, minor variations can occur. All orders are checked as part of our quality assurance process before being sent out, however if an item has arrived in a condition you consider faulty, please contact us immediately by email on info@habbotstudios.com.

Goods are classified as faulty where there is an issue that has occurred during the manufacturing process. This could be a defect in the material or workmanship.

Please note if we ultimately conclude that the damage is a result of wear and tear, or inappropriate use, we will not consider the item to be faulty. Examples of this include scuffing, scratches, marks on the leather or heel cap wear created by the customer.

In order to resolve the matter quickly, please email photos of the issue along with your order number as soon as possible to the email listed above. We may ask you to send your shoes back to us for an assessment, please note in this case you will not be charged for shipping.

Our store policy is to repair items where possible. If an item is unable to be repaired, we will offer an exchange. Please note that exchanges are only applicable for the same product in the same size, subject to availability.  If the item cannot be repaired or replaced you will receive a refund, along with our apologies.

 

GIFT RETURNS

If you wish to return products you have purchased using a Gift Voucher or been given as a gift, you are welcome to exchange for another size or receive a store credit.

Please follow the Returns & Exchanges procedure above for any gift item returns. An additional 7 days is allowed to complete a gift return. (In this instance, we will need the name or email address of the original purchaser to enable us to track the original order date, and process your gift return/exchange).

Gift Vouchers are non transferable and may not be returned or redeemed for cash.