Exchange & Refund


All orders placed as of 1st August 2020 are able to be returned 60 days after delivery in accordance with the specifications below. Standard 30 day returns policy applies for all orders placed before this date.


We hope you love your Paul Carroll purchase, however if you wish to return an item bought online, we are happy to provide an online credit note, refund or exchange.

To be eligible for online returns all items must be returned within 60 days of receiving your purchase in as-new condition, unworn, unused with all tags still attached and in original packaging. Items returned in damaged shoe boxes will incur a $15 repackaging fee.

Paul Carroll offer Australia Post online return labels for a flat rate of $11.65. Please read below to find out how to complete your return. 



For hygiene reasons we are unable to refund or exchange sockettes or innersoles due to change of mind or incorrect fit. Please choose your shoe care purchase carefully as we are unable to provide exchanges or refunds for these items also.



We do not offer refunds for purchases made with Afterpay. If you wish to return a purchase made with Afterpay we will happily provide a credit note or exchange if the items comply with the conditions above. You can read more on our Afterpay returns policy here


If you wish to return an eligible item, please complete the following steps:

1.     Ensure your purchase is eligible for a return

Returns must be made within 60 days of receiving the order and items must be in original condition, unworn with all tags attached.

You are welcome to repackage your return in the Paul Carroll post satchel that is was delivered in. Please take care when packing your returns as a $15 repackaging fee will be charged for items returned in damaged boxes.

2.     Fill out a Return Form

A returns form is provided with your invoice which can be found in the box with your purchase. If you cannot locate your invoice, please download a copy of the returns form here

Please include the name of the shoe you’re returning, your reason for return and whether you would like an online credit, exchange or refund.

If you would like an exchange, we strongly recommend that you purchase the shoes that you desire now to avoid missing out. Sizes can sell out unexpectedly and we are unable to hold stock for customers while their return is on the way back to our Customer Care team.

If you have any questions about exchanges, please contact our Customer Care team by emailing or calling 1300 762 288.

3.     Download your return postage label from Australia Post.

We provide an Australia Post return postage label for a flat rate of $11.65. If you would like to take advantage of this offer, simply click the link below and enter your details. 

Please note, when filling in the Australia Post Label, your Return Authorisation Number is the same five digit number as you Order Reference Number. (This can be found in the right hand corner of your invoice when you receive your shoes or on your email confirmation when you place an order. eg 54376)

Your Order Number can be found on your order confirmation email (circled below).

If you are not using an Australia Post return label or are returning a purchase made outside of Australia please send your parcel to:

Attn: Paul Carroll

22 Teddington Road

Burswood, WA


4.     Send your return back to us

Once your return label has been generated, please print it out, stick it onto the front of the post satchel and drop it at your local Post Office.

Please do not stick labels directly on the box as this will incur a repackaging fee of $15.

5.     Your return will be processed

Once your items have been received, they will be checked by our Customer Care team and your return request will be processed accordingly.

If you have any issues with this process our friendly Customer Care team is happy to help! Please call 1300 762 288 between 8am – 4pm WST Monday-Friday or email us at



If you purchased an item online, but would prefer to return it in store, our team will be happy to assist you with exchanges or credits.

However, we are unable to process refunds in store. If you require a refund, the store team will send your items to our Customer Care team free of charge to process your request. Please allow 3-5 business days for this request to be processed.

To find your nearest Paul Carroll store, please view our stores online



If you would like to return your Click and Collect order or have changed your mind our in-store staff are happy to assist you in exchanging it for a more appropriate item or process a credit note for the value of your purchase.

If you require a refund for your Click and Collect items, our store team will send your items to our Customer Care team free of charge to process your request. Please allow 3-5 business days for this request to be processed.


If you would like to return your item in the post, please follow the ‘RETURN AN ONLINE PURCHASE VIA POST’ steps above.



Unfortunately, we are unable to provide refunds if you have had a change of mind regarding a purchase made in store.

Each of our in-store team members are expertly trained in correctly fitting shoes for a range of foot concerns and will endeavour to find the perfect fit for your foot, hence customers should not require a refund for shoes purchased in store.


If you do have a change of mind regarding a purchase made in store our team will happily provide you with an exchange or credit note to the value of your purchase provided the item is in original condition, unworn with all packaging and tags still intact.


However, you can choose to refund or exchange an item if it has a major problem or fault. This is when the item:

·       Has a fault that would have stopped a customer from buying the item if they had known about it

·       Is significantly different from the sample or description

·       Doesn't do what we said it would, or what you asked for and can't be easily fixed


If your item is eligible for a refund, simply bring the item into your local Paul Carroll store and our team will arrange for it to be inspected by our repairs team for any faults.

If the item is damaged, you can choose to keep the item and we will compensate you for any decrease in value.

If the problem is not major, our team will repair the item within a reasonable time of approximately 2 weeks. If it is not repaired within this time frame, you can choose a refund or replacement.

If you are a Paul Carroll Rewards Club member you do not need any proof of purchase for your returned or damaged items. However, if no details were provided to our customer service team at point of purchase you will need to provide a receipt or bank statement to progress with your return.