returns

You can re-use the packaging you received your order in, or alternatively pack your return in new packaging.

We can not accept shoe returns with labels attached directly to the shoe box.

There will be a $15 repackaging fee for shoe boxes returned with postage labels attached.

If you need to exchange your items we recommend that you purchase your desired shoes now and send your first pair back for a refund as sizes can sell out unexpectedly.

Please note, refunds are not available on After Pay orders or Sale items under $169.99.

You can also request an exchange by filling out the form included with your item(s).

You can purchase an AusPost return label from our website for a flat rate of $14.95 by clicking here or you can visit your nearest post office and return your shoe by purchasing a label over the counter.

If you are not using an AusPost label or are returning a purchase from outside Australia please send your parcel to:

Paul Carroll Returns
19 Howe Street
Osborne Park, WA 6017
AUSTRALIA

Yes. Our in-store team can help you with an exchange or store credit. If you require a refund and your shoes are eligible, the store team will forward your items to our Customer Care team free of charge to process your request.

We’re happy to offer an exchange, store credit, or refund on any full-priced footwear, as long as we have received your items, either to a store or by post within 30 days of receiving your order. All items must be in unused, original condition, with all packaging and accessories included.

For hygiene reasons, we cannot accept returns or exchanges on sockettes unless the packaging remains unopened or the item is found to be faulty.

Strictly no returns on shoe care products, unless deemed faulty.

Refunds not available on Afterpay purchases.

(ACL apply)

We aim to process your return as soon as possible, but can sometimes take up to 5 working days upon receipt of shoes

Please note that your payment may take a little longer to reach your account.

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 our returns policy.

If you need to exchange a purchase made with Afterpay please get in touch at customercare@paulcarroll.com.au OR call our Customer Care Team Monday - Friday 8AM - 4PM AWST. 1300 762 288. Do not place another order.

You can read more on our Afterpay returns policy here.

Styles on sale over $170+
You may return these items under our standard return policy, provided they are unworn and returned within 30 days.(excludes AfterPay)

Sale Styles between $100–$169.99
These items are not eligible for a refund unless faulty. However, if returned within 30 days and in as-new condition, we can offer a size exchange or a store credit for the purchase amount.

Styles priced at $99.99 or less
All products reduced to $99.99 or below are considered final sale and cannot be returned, exchanged, or refunded, unless deemed faulty.

(ACL apply)

Our team will happily provide an exchange or credit note for purchases made in store within 14 days of purchase.

Sale shoes $99.99 or less are considered final sale and cannot be returned, exchanged, or refunded, unless deemed faulty

Unfortunately we are unable to provide refunds for any in store purchases.

Your item must be in unworn, resalable condition with original packaging and proof of purchase.

For hygiene reasons we are unable to return sockettes or innersoles. Please choose your shoe care products carefully as we are unable to provide returns for these items.

(ACL apply)

To help you select your perfect pair, we suggest contacting our Customer Care team prior to placing your order for fitting and size advice.

Please note we can not exchange international orders and recommend placing a new order for the desired style and sending your first order back for a return. Return freight is at customer expense.

Please note, refunds are not available on After Pay purchases.

Sale items under $99 are considered Final Sale and not returnable.

Sale items between $100-$169 are eligible for a store credit.

All items over $170 are eligible for a store credit or refund. (excludes AfterPay)

All items must be returned within 30 days of receiving your purchase in unworn, resalable condition with original packaging and proof of purchase.

Afterpay not advised for International Sales.

Return freight at customer's expense.

If you believe your item is faulty, please contact our Customer Care team. Claims for faulty items are accepted within twelve months of the purchase date. Items can be presented in-store with proof of purchase for assessment, or alternatively, photos and proof of purchase may be sent via email to customercare@paulcarroll.com.au.