FAQs
Frequently asked questions
How do I find my size?
A Size Chart is available on all product pages to assist you with purchasing the right size online. To view the Size Guide, click the 'Size Guide' button below the size options on any product page.
Please note the size chart is only a guide as manufacturers' sizes can vary slightly from brand to brand. Paul Carroll stocks a wide range of premium international brands that use UK, US and EU sizing, so sizes may vary.
Need help? Contact our Customer Care team on 1300 762 288 (8am–4pm AWST) or use our Live Chat feature.
How do I apply a promotional code?
Navigate to your Cart and enter the code in the 'Promo Code' box, then click Apply. You should see the discount reflected in your order total.
If you are having issues, contact our Customer Care team on 1300 762 288 (8am–4pm AWST). Please note we are unable to apply discounts to orders once they have been processed.
What payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- PayPal
- Afterpay
If you require assistance, contact our Customer Care team on 1300 762 288 (8am–4pm AWST).
Do you ship internationally?
Yes! We ship internationally. Visit our Delivery and Dispatch page for pricing and delivery times. Please note we are unable to express post international orders.
The shoes I want are not available in my size — what should I do?
The stock availability on our website represents all stock held in our warehouse and retail stores. If stock is not available online, it will unfortunately be sold out in store as well.
We may receive additional deliveries from brands such as Klouds, Silver Lining and Arcopedico throughout the season, however we are unable to restock most European brands. Contact our Customer Care team on 1300 762 288 (8am–4pm AWST) with any questions.
What is the difference between a guest customer and a registered customer?
A registered customer is a member of our Paul Carroll loyalty program — The Carroll Circle. Members receive benefits depending on their tier (Bronze, Silver or Gold), and are the first to hear about sales, promotions and new stock arrivals.
There is no obligation to sign up. However, guest customers will not receive any member benefits such as promotional offers, birthday vouchers and more.
I am having issues logging into my account — what should I do?
Click the 'Sign In / Create Account' button in the top right-hand corner of the website and enter your email and password. If you have forgotten your password, use the 'Forgot Password' feature and follow the prompts.
If you're still unable to log in, contact our Customer Care team on 1300 762 288 (8am–4pm AWST).
How long will it take to dispatch my order?
We aim for next day dispatch on all orders (unless it's the weekend, in which case your order will be dispatched on the next business day). However, during sale or promotional periods dispatch can take up to 2–3 business days.
How long will it take for my shoes to arrive?
All orders are dispatched from either our Perth, Victoria or Newcastle warehouses and are delivered by Australia Post. Delivery times vary depending on what state the parcel is being sent to.
To view Australia Post's recommended delivery times please visit our Delivery and Dispatch page.
How do I track my order?
After dispatch you will receive a confirmation email with your tracking number. Head to the Australia Post website and enter your tracking number to track your parcel. Please note tracking numbers can take up to 24 hours to update.
If you haven't received your tracking number, contact our Customer Care team on 1300 762 288 (8am–4pm AWST) or email customercare@paulcarroll.com.au.
How do I return goods I ordered online?
Visit our Returns page and follow the instructions for online returns.
My purchase is faulty — what do I do?
If your item has a fault and is within our one-year warranty period, you can send it to our Repairs Team for assessment by either:
- Taking it to your nearest Paul Carroll store, where staff will forward it to our Repairs Team.
- Posting it to our distribution centre at 19 Howe Street, Osborne Park WA 6017.
If posting, contact our Customer Care team on 1300 762 288 or email customercare@paulcarroll.com.au to arrange a Return Authorisation Number and free return label.
Please note staff are unable to provide refunds or exchanges without the shoe being assessed by our Repairs Team first.
What is the warranty on Paul Carroll shoes?
All purchases have a one-year warranty. If you believe there is a fault within this period, you can send it to our Repairs Team for assessment by either:
- Taking it to your nearest Paul Carroll store.
- Posting it to our distribution centre at 19 Howe Street, Osborne Park WA 6017.
Contact our Customer Care team on 1300 762 288 or email customercare@paulcarroll.com.au to arrange a Return Authorisation Number and free return label.
If outside the one-year warranty period, we are unable to issue a refund but may be able to organise a repair at the customer's expense.
Am I able to receive a refund on all purchases, including sale items?
In store — All Paul Carroll staff are trained Fitting Specialists who aim to ensure you leave with a perfectly fitting shoe. As a result, no refunds are issued at any of our store locations. However, if your purchase is unsuitable, unworn, in original packaging and undamaged, you may be eligible for a credit note or exchange. No returns on Final Sale items.
Online — We offer exchanges, refunds and credits for online purchases returned within 30 days of delivery. No returns on Final Sale items.
For full terms and conditions please refer to our Returns page.