FAQs

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 simply click on the ‘Size Guide button below the size options of a particular shoe and a Size Guide will pop up with some additional information on size conversions and how to measure your foot correctly at home.

Size Guide On Screen

 

Please note the size chart is only a guide as manufacturers sizes can vary slightly from brand to brand.

Here at Paul Carroll, we stock a wide range of premium international brands that use UK, US (Australian equivalent) and EU sizing. As such, the Size Guide is approximate, and sizes may vary from brand to brand.

Need help choosing the right size? Contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message using our Live Chat feature.

Our Customer Care team are all Fitting Specialists and can recommend the correct size and style for your foot.

 





I WANT TO PLACE AN ORDER ONLINE

 


HOW DO I APPLY A PROMOTIONAL CODE?

 

If you would like to use a promotional code, navigate to your ‘Cart’ and enter the code in the box titled ‘Promo Code’, then click ‘APPLY’. You should see the discount reflected in your order total.

 Promo Code

If you are having issues with a Promo Code or would like further assistance, contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message using our Live Chat feature.

 

Please note that 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 any assistance when placing an order, please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message using our Live Chat feature.

 


DO YOU SHIP INTERNATIONALLY?

Yes! We ship internationally.

Visit our Dispatch and Delivery page for information on pricing and delivery times.

Please note we are not able to express post international orders.

If you require any assistance when placing an international order, please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message using our Live Chat feature.

 

 


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. Therefore, if stock is not available online it will unfortunately be sold-out in store as well.

We may receive additional deliveries of stock from brands such as Klouds, Silver Lining and Arcopedico throughout the season, however, we are unable to restock most European brands.

We are rarely able to do special orders for customers but if you have any questions regarding stock please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message using our Live Chat feature.

 


WHAT IS THE DIFFERENCE BETWEEN A GUEST CUSTOMER AND A REGISTERED CUSTOMER?

A registered customer is a member of our Customer Club. Customer Club members receive great benefits such as 5-10% off every full price purchase at Paul Carroll depending on whether they are a Bronze, Silver or Gold tier member.

They are also the first to hear about sales, promotions and new stock arrivals.

There is no obligation to sign up to the Customer Club and if you would prefer to checkout as a guest you are welcome to do so. However, you will not receive 5% off your purchase or receive notice of sales and promotions.

 


I AM HAVING ISSUES LOGGING INTO MY ACCOUNT, WHAT SHOULD I DO?

To log into your Customer Club account, click the ‘Sign In/Create Account’ button in the top right-hand corner of the website and enter your email address and password.

 

 

If you’re having difficulty remembering your password, use the ‘Forgot Password’ feature and follow the prompts.

If you’re still unable to log into your account or have any further questions, please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message using our Live Chat feature.

 





I HAVE PLACED AN ORDER ONLINE

 


HOW LONG WILL IT TAKE TO DISPATCH MY ORDER?

We aim for next day dispatch on all orders. However, during sale or promotional periods the process of acquiring your shoes for dispatch can take up to 2 or 3 business days.

If you’re still unable to log into your account or have any further questions, please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or email us at customercare@paulcarroll.com.au .

 


HOW LONG WILL IT TAKE FOR MY SHOES TO ARRIVE?

All orders are dispatched from Perth, Western Australia and are delivered by Australia Post.

Delivery times may 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.

 

 

Estimated delivery times are calculated after dispatch, promotional periods may delay dispatch and public holidays may delay both dispatch and delivery.

 

 

HOW DO I TRACK MY ORDER?

After dispatch, you will receive a confirmation email containing your tracking number. To track your order, head to the Australia Post website and enter your tracking number. Please note that tracking numbers can take up to 24 hours to update.

If you haven’t received your tracking number or are having difficulty tracking your order, please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or email us at customercare@paulcarroll.com.au .

 





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. 

 


MY PURCHASE IS FAULTY, WHAT DO I DO?

At Paul Carroll we strive to provide our customers with the highest quality footwear and each order goes through multiple points of quality control. If you believe that your item has a fault and it is within our one-year warranty period, you can send it to our Repairs Team for assessment.

 

This can be done by:

·       Taking your purchase to your nearest Paul Carroll store where staff will send it to our Repairs Team in Head Office.

·       Posting the item back to our distribution centre at 30 Teddington Road, Burswood WA 6100.

If you choose to post your purchase back to our distribution centre, please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or email us at customercare@paulcarroll.com.au to arrange a Return Authorisation Number and free return label.

 

All faults will be investigated by our Repairs Team and the appropriate steps will be taken to resolve the issue as quickly as possible.

Please note that staff are unable to provide refunds or exchanges without the shoe being assessed by our Repairs Team.

 


WHAT IS THE WARRANTY ON PAUL CARROLL SHOES?

All purchases have a one-year warranty. If you believe there may be a fault within the one-year period, you can send it to our Repairs Team for assessment.

 

This can be done by:

·       Taking your purchase to your nearest Paul Carroll store where staff will send it to our Repairs Team in Head Office.

·       Posting the item back to our distribution centre at 30 Teddington Road, Burswood WA 6100.

If you choose to post your purchase back to our distribution centre, please contact our friendly Customer Care team on 1300 762 28 (8am-4pm AWST) or email us at customercare@paulcarroll.com.au to arrange a Return Authorisation Number and free return label.

 

All faults will be investigated by our Repairs Team and the appropriate steps will be taken to resolve the issue as quickly as possible.

Please note that staff are unable to provide refunds or exchanges without the shoe being assessed by our Repairs Team.

If your purchase is outside the one-year warranty period, we will be unable to issue a refund. We may however be able to organise a repair at the customers’ expense. 

 

 


AM I ABLE TO RECEIVE A REFUND ON ALL PURCHASES, INCLUDING SALE ITEMS?

 

Paul Carroll Stores

All Paul Carroll in store staff are trained Fitting Specialists who aim to ensure you leave the store with a shoe that fits your needs perfectly.

As a result, no refunds will be issued as a result of change of mind at any of our Perth or Melbourne stores.

However, if you have changed your mind and your purchase in unworn, in the original packaging and not damaged you may be eligible to receive a credit note or exchange.

 

Online

We offer exchanges, refunds and credits for purchases made online that are returned within 30 days of delivery.

For more information please refer to our returns page.