Exchanges & Refunds

HOW TO RETURN YOUR ITEMS

When you receive your shoes and for some reason are not 100% happy with your purchase due to sizing, wrong fit or you have simply changed your mind we are happy to provide exchanges for a more suitable product. A 14 Day Returns Policy Applies. Shoes must be unworn and in re-sellable condition.

Simply:

1. Login to your customer account dashboard at the top right hand corner of the screen. Go to “Return Request”.

2. Click on “Request New Return” and select the invoice you would like to create a return for. Click “Next Step” to continue.

3. Please select the reason for your return, the condition your parcel is in and what return resolution you require. If you require an exchange item please not the item name, colour and size in the “Additional Information” box. Submit your request to continue.

**Please note that any return requests for items outside of the 14 day returns period will be rejected. RMA approval is based on the information provided by the customer and the processing of refunds/credit notes/exchanges is still dependant on returned items adhering to our Returns Policy.

4. Once your RMA has been submitted our customer care team will review your request and if appropriate will approve your request. If approved, you will receive an email to confirm your RMA and outline how to return your items to us as per our Returns Policy.

5. Once you have posted your items to us please login to your customer account and confirm shipment of your parcel under “My Returns”. This is particularly important for those requiring exchange shoes as it allows our team time to order in your exchange items ready for dispatch.

6. Once your items have been received and checked by our customer care team your request will be closed and all refunds, exchanges and credit notes 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 customercare@paulcarroll.com.au.



ONLINE RETURNS POLICY

Footwear, Clothes and Accessories
We are happy to offer an online credit note, refund or exchange for footwear, clothes and accessories bought via our online store within 14 days of receiving the order. All items must be returned 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.

As a service to our loyal customers, we’ll happily provide customers with an Australia Post online return label for a flat rate of $11.65. Please follow the steps above to return your items and receive this label.

Sale Items
We are happy to offer an online credit note, refund or exchange for sale items bought via our online store within 14 days of receiving the order. All items must be returned 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.

Sockettes, Shoe Care and Innersoles
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.



ONLINE RETURNS IN-STORE

In-store staff are happy to accept items purchased via our online store however cannot process any refunds in-store. If you require a refund, the in-store staff will send your items off to our online customer care team to process your request. Please allow 3-5 business days for this request to be processed. If you require an exchange shoe and the stock is available in-store, staff will happily process your exchange then and there. In-store staff can also process an instant credit note for your return if desired.



CLICK & COLLECT

If you are not 100% happy with your Click and Collect order or have changed your mind our in-store staff are happy to assist you in exchanging 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, the in-store staff will send your items off to our online customer care team to process your request. Please allow 3-5 business days for this request to be processed.



AFTERPAY

We do not offer refund for purchases made with Afterpay. Returns on Afterpay orders will only receive an exchange or credit note for change of mind purchases. You can read more on our Afterpay returns policy here.



INDEPENDANT STOCKISTS

Please contact the store you purchased your Klouds, Arcopedico or Mephisto footwear from so they can manage your enquiry.



IN-STORE RETURNS POLICY

We are not required to provide a refund or replacement if you change your mind.

This is different for customers buying online as they do not have the possibility of trying shoes before buying and being correctly fitted by our customer service team.

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

  • Has a problem that would have stopped someone 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

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time of approximatley 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.

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Women's Shoe Sizing Chart

 
AUS / US Size UK Size EURO Size Length (cm's)
3 1 32 20.2
33 20.6
4 2 34 21.1
35 21.5
5 3 35 21.9
36 22.3
6 4 37 22.8
38 23.2
7 5 38 23.6
39 24.0
8 6 39 24.5
40 24.9
9 7 41 25.3
42 25.7
10 8 42 26.2
10½ 43 26.6
11 9 43 27
11½ 44 27.4
12 10 44 27.8
12½ 10½ 45 28.3
13 11 46 28.7
14 12 47 29.5
15 13 48 30.4

Because the foot is three-dimensional, any measuring device, can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts to construct their shoes, and sizing may vary accordingly to the maker or style.

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Men's Shoe Sizing Chart

 
AUS / US Size UK Size EURO Size Length (cm's)
6 5 39 23.6
39 24.0
7 6 40 24.5
40 24.9
8 7 41 25.3
42 25.7
9 8 42 26.2
43 26.6
10 9 43 27
10½ 44 27.4
11 10 44 27.8
11½ 10½ 45 28.3
12 11 46 28.7
13 12 47 29.5
14 13 48 30.4
15 14 49 31.2
16 15 50 32

Because the foot is three-dimensional, any measuring device, can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts to construct their shoes, and sizing may vary accordingly to the maker or style.

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