Frequently Asked Questions:
How do I find my size?
It can be difficult choosing your size when you have not worn a particular brand before. To assist you with purchasing the right size online, a size chart link is available when viewing every shoe. Simply click on the “Size Chart” button and an approximate shoe sizing chart can be viewed. Please note the size chart is only a guide as manufacturers sizes can vary slightly from brand to brand.
If you have any concerns over sizes please contact our friendly Customer Service team and we will do our best to assist you.
I want to place an order online:
I have a promotional code, how do I apply it?
When viewing your shopping cart before checking out online, please enter any promotional codes in the “Discount Codes” box. Any discount will automatically be applied to your order and can be viewed at the “Order Review” stage of checkout. Please note that we are unable to apply discounts to orders once they have been processed.
What payment methods can I use when I want to make a purchase?
We accept Visa, Mastercard, American Express or PayPal.
Do you ship internationally?
Yes we do ship internationally. You are able to receive an approximate quote on shipping costs before checking out in the “Estimate Shipping and Tax” box. Please note we can not express post international orders.
The shoes I want are not available in my size, what should I do now?
Unfortunately, if we are not showing the shoes as being available in our online store this means that we do not have the stock. At the beginning of seasons it is possible for us to receive more stock of brands such as Klouds, Silver Linings and Arcopedico however most European brands will be one-time orders. We are rarely able to do special orders for customers. If you have any questions regardings stock please contact our friendly Customer Service Team.
What is the difference between a guest customer and a registered customer?
If you’re not a registered customer then you should be! All registered customers receive 5% off full priced items every time they shop at Paul Carroll, earn loyalty points, and receive all sales, promotion and new stock information. If you decide to check out as a guest you will not receive 5% off your next purchase or any promotional emails.
I am having issues with logging into my account, what should I do?
Contact us! Our friendly customer service team are available to call on 1300 762 288 Monday to Friday 9-5pm WST. Otherwise send us an email with a query or live chat us on the Paul Carroll website and we will be able to assist you with any matter.
I have placed an Order Online:
How long will it take to dispatch my order?
After receiving your order, we aim to dispatch it the next business day. However, the process of acquiring your shoes and dispatching can take up to 2 or 3 business days. If you do have any queries regarding the shipment of your order, please email us at firstname.lastname@example.org.
How long will it take for my shoes to arrive?
We are based in Perth, Western Australia and deliver all shoes via Australia Post therefore estimated delivery times can vary depending on where you are based.
Delivery Area Estimated Delivery Time
Perth Metro Next Day
Country Western Australia 2-4 days
Eastern States Capital Cities 2-5 days
Eastern States Regional 5-10 days
Please note that the above table is only an estimate supplied by Australia Post.
How do I track my order?
On the day your parcel leaves our warehouse, you will receive a confirmation email containing your tracking number. Simply head to the Australia Post Website, enter your tracking number (usually starting with DVY) and you will be able to track your order.
If you did not receive a tracking number or have a problem please contact us at email@example.com or 1300 762 288 and we will assist you.
I want to return a product I ordered online:
How do I return my goods to you?
For items purchased online, simply visit our Returns page and follow the instructions for returns.
What happens if the item I purchased has a fault?
We strive to provide all Paul Carroll Customers with products of the highest possible standard and quality. If you believe your item may have a fault and it is within our one-year warranty you will need to send it to our assessment team.
You can do this by either:
- dropping the faulty shoe at your nearest Paul Carroll Shoes store where staff will send to our Assessment Team in Head Office.
- post the item back to our distribution centre at 30 Teddington Rd, Burswood WA 6100.
If you choose to post, please ensure you contact our Customer Service Team on 1300 762 288 or at firstname.lastname@example.org to arrange a Return Authorisation number and a postage label to return free-of-charge.
All faults or concerns will be investigated by our Assessment Team and the appropriate steps will be taken to resolve the issue efficiently. Please note that staff are unable to issue a refund without the item having been assessed first.
What is the warranty on Paul Carroll Shoes?
Our shoes have a one year warranty. If you believe there is a fault with your shoes within the one-year period we are happy to assess any issues for you. However, outside of the one-year warranty we are unable to issue any refunds and all repairs will be at the customer’s expense.
Am I able to receive a refund on all purchases, including sale items?
In Store: No, refunds will not be issued in any of Perth stores. If you have changed your mind or are unhappy with your purchase you will only be eligible for a credit note or exchange.
Online: Yes, we offer exchanges, refunds and credit notes within the 14 day returns period.