FAQ – Vionic Shoes

General

Vionic shoes provide essential stability and addictive support. With a contour seamlessly engineered into each shoe, sandal and slipper, Vionic helps support natural alignment from the ground up.

Many of our products are recommended by the APMA, or American Podiatric Medical Association. 

Vionic’s breakthrough technology offers versatility, which means you can have orthotic comfort in your favourite shoes. Only Vionic has its unique orthotic built right into its shoes for orthotic relief without the orthopaedic look.

We work very hard to keep our sizing consistent across our collection, and most of our styles fit true to size. If you are unsure about sizing for a specific style, we feature fit tips under the "sizing" tab on the individual product pages.

View our helpful Size Guide at the bottom of this page or here.

For sandals only available in whole sizes, we recommend sizing down to the nearest whole size if you wear a half size. For example, if you typically wear a size 7.5, order a size 7 sandal.

Most people will find our shoes and orthotics comfortable right out of the box. For others, their experience may be different.

In these cases, for the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support. Within one to two weeks you should find the product completely comfortable and supportive.

With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you on our website.

For more information, please visit our Privacy Policy page.

Our postal address is:

1 Gateway Court, Coomera
Queensland, 4209

If you feel that this site is not following its stated information policy, you may contact us at 1300 856 226 or info@vionicshoes.com.au

No, they are different things, we recommend that you are both subscribed to the newsletter, and create an account with us, but these are separate processes.

Yes! All of our shoes are suitable to help alleviate the pain caused by plantar fasciitis, so you can take your pick!

Shipping

Available Shipping Methods*

Standard Registered Post
$11.95 flat rate

Queensland
Metro - up to 2 business days
Country - up to 5 business days

Interstate
Metro - up to 3-6 business days 
Country - up to 14 days business days

More Shipping Methods Available Soon*

Shipping time does not include processing time (typically 24 - 48 hours). All orders ship from Queensland.

*As of the 25th of March AEST, due to the conflict taking place in the Middle East, we have made the decision to make a small $3 increase to the shipping cost (was $8.95). All costs of products and goods will remain unchanged, and free standard shipping still applies to all orders over $200. We appreciate your support, and as always, happy shopping!

We strive to ship orders as quickly as possible. We typically ship all orders after 2pm the following business day. For example, if you place an order on Tuesday at 3pm, your order will ship out on the following business day (Wednesday).

Business days refer to Monday-Friday with the exception of major Australian or Queensland holidays.

Please refer to our Shipping Page for more information.

No, we do not ship or deliver orders over the weekend. Please keep this in mind when placing your order, especially when placing your order over the weekend or close to the weekend.

Please refer to our Shipping Page for more information.

No, we currently do no ship internationally from Vionicshoes.com.au. Please visit Singapore Website or the New Zealand Website to ship within those countries.

Our warehouse is located in Coomera, QLD.

BLACK FRIDAY

No express shipping options are available during our Black Friday sale. Shipping timelines remain the same depending on the freight network, however, please allow for up to 5 working days for dispatch during busier periods.

CHRISTMAS 2025

Metro Deliveries Standard (QLD, NSW, VIC, SA) - Order by Friday the 19th of December.

Express Metro (QLD, NSW, VIC, SA) - Order by Wednesday the 23rd of December.

Metro Deliveries Standard (WA, NT, TAS) - Order by Friday the 12th of December.

Express Metro (WA, NT, TAS) - Order by Monday the 22nd of December.

Rural Deliveries - Please use the Australia Post and Star Track websites for estimated delivery timelines to your location.

Sole Circle Rewards

Yes, we do! Sole Circle Rewards lets you earn points on purchases and by connecting with us on social, referring us to friends, writing reviews and more. Once you accrue enough points, you’ll then earn rewards that can be redeemed on vionicshoes.com.au.

Unlock access to your Sole Circle Rewards dashboard and learn more about the program by visiting the Sole Circle Rewards Page.

To enrol in the rewards program, visit the Sole Circle Rewards page and select CREATE AN ACCOUNT.

You'll earn points on all your purchases and when you share us with your friends. You can then redeem those rewards on vionicshoes.com.au - it's that easy!

If you already have an account, you are already enrolled in the rewards program.
Log in to your account start earning points.

Once your order is labelled 'complete', your points will be added to your account.

To redeem your points, first log in at:
https://www.vionicshoes.com.au/account/login/

On the MY DASHBOARD page, click the "Sole Circle Rewards" tab on the left. There you will see how many points you have available and what rewards you are eligible for. Click the CLAIM YOUR REWARD link and follow the instructions. Once you have redeemed your points, the page will refresh and a coupon code will appear under YOUR CLAIMED REWARDS. Enter the reward code in the HAVE A COUPON CODE? field on the cart page and voila! Your discount will be applied to your order!

Your options to redeem are:

100 points for $5
200 points for $10
400 points for $20
1000 points for $50

Sign into your https://www.vionicshoes.com.au account and click Sole Circle Rewards in the left-hand navigation list.

Near the top, you will see HELLO, [NAME], YOU CURRENTLY HAVE XXX POINTS!

Underneath, you will see the rewards available to claim.

If you do not see Sole Circle Rewards in the navigation list, you may need to register for the Sole Circle Rewards program at www.vionicshoes.com.au/pages/rewards.

There is no limit to how many points you can earn, but your Points will expire on a rolling one-year basis. For example, if you earn Points on October 1, 2021, those points will expire on October 1, 2022 (the "Earning Period") if they have not been used towards a Reward (i.e. you did not earn enough points during the one-year period).

Once your Points have been converted to Rewards, they will never expire and may be used toward future purchases as specified in our Terms & Conditions.

Points and Rewards do not expire.

You will receive an email when you earn enough points for a Reward. Once you earn a Reward, you must access your account on our Site, and claim the Reward. You will immediately receive a promotional code that you can use on any future purchases.

Rewards Points will not be returned when processing refunds, unless the item has been returned under faulty circumstances.

Ordering & Payment

At this stage, we accept:

Card payments (Visa, Mastercard, American Express)
PayPal
Afterpay

There are a few ways you can check the status of your order:

Check the status of an individual order by using our Track An Order page. All you will need is your order number and the email you used when placing your order. You can find your order number in your order confirmation and shipment confirmation emails.
You may also sign in to your account and view the status of your order. Please keep in mind that orders placed before the creation of your account will not show up in your account.

You can also contact us Monday-Friday from 8:30 a.m. to 3:30 p.m. AEST to check the status of your order.

If you have a promotional or coupon code that you would like to redeem, please enter it in the "Have a Coupon Code?" box in your shopping cart during checkout. Please note that only one promotional code can be used per order, and that certain codes require being signed in to your Vionic account.

*Please note discount cannot be applied after purchase, so please be sure to add it at your next checkout.

If your credit card was declined by our system, you may see an "authorisation" on your debit/credit card. We have not taken any money from your account. This is simply an authorisation of the funds. No money is taken from your account until your order ships. In the case of a declined debit/credit card, your order has not been accepted into our system and will therefore not be charged. Please allow 24-48 hours for the authorisation to disappear from your account. If you contact your card issuer or banking institution, they may be able to provide you with more information.

If you would like more information on authorisations, including what they are, how they are treated and how most financial institutions handle them, please visit: https://en.wikipedia.org/wiki/Authorization_hold

Our ordering and fulfilment system is designed to process and ship orders as quickly as possible. Once your order has been fulfilled and shipped we are unable to edit or cancel your order.

You can check this by chatting with us using our chat system, or by calling our customer service team on 1300 856 226.

For information about making a return or exchange, please visit our Returns & Exchanges page.

No, our checkout only accepts one discount code per order, so make sure you check the code you want to use has applied at the checkout.

Once an order has been placed, you cannot change the address under your account but luckily there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.

The fastest and best way to update an address on your order is by chatting with us using our chat system or call our customer service team on 1300 856 226 and we'll do our best to help you out.

You can remove items from your cart by simply pressing the remove button or the trash can next to the item in your cart.

Please ensure you have selected the Size, Colour, and the Width (if needed).

Please ensure you have entered all of your details correctly. Check which browser you are using, please try and use Google Chrome as this is the most compatible browser. Have you used auto-fill for any of your details, this includes selecting any options from a drop-down? If so, refresh the page and manually type all of your details in, without selecting any auto-fill options.

If you have tried all of these things, and your order still will not go through, please contact us via chat or phone at 1300 856 226.

Returns

We're sorry your purchase didn't work out for you. To make it easy to find your perfect pair, we offer FREE returns and exchanges for purchases made only on vionicshoes.com.au

You may return or exchange your merchandise for any reason within 30 days of purchase as long as the original purchase was made on vionicshoes.com. Returns for refunds will be credited to the original form of payment. Please allow up to 3-5 days for the credit to show on your statement. Original shipping charges are not refunded.

PLEASE NOTE: We cannot process returns or exchanges for purchases made through other retailers.

For additional information, please visit our Returns & Exchanges page.

If you are returning a gift purchased on Vionic AU and are not the original purchaser, please call Customer Care at info@vionicshoes.com.au

You can find your Vionic order number in a few places! First, your order number is provided in your email Order Confirmation and in your invoice email, which will be contained in the email Subject Line. Our order number is nine digits long and begin with 1000xxxxx

Please allow up to two weeks for your return to be processed, once processed, please allow a further 5 days for your refund to show in your account. Original shipping charges are not refunded.

For additional information, please visit our Returns & Exchanges page.

For shoes purchased through vionicshoes.com.au, Vionic offers one free return/exchange for each order, within 30 days from the date of delivery.

Please contact our Customer service team at info@vionicshoes.com.au and we will assist you from here.

We provide one free return label for your first return within each order. If you need to proceed with any further returns, we charge a flat rate fee of $12.50. Please contact our service team at info@vionicshoes.com.au and we will provide you with a return label generator.

Insoles

Regular footbeds are designed to provide a cushioning effect and absorb shock. They may feel comfortable at first, but they do not address the biomechanical cause of excess pronation.

Insoles provide some degree of shock absorption, but more importantly they are functional and are designed to help you reclaim your footprint by supporting natural alignment from the ground up. Some footbeds also feature an arch support; however, quality insoles such as Orthaheel do a lot more than just support the arches.

Any person with or without a foot problem can benefit from wearing insoles! It is estimated that over 70% of the population suffer from rolling inwards of the foot and fallen arches (i.e., excess pronation), which is the major contributing factor to foot problems. As we get older this problem often worsens.

These persons in particular can benefit greatly from wearing insoles:

Those over 50: As we get older, the muscles and ligaments in the foot become weaker, as do the bones due to calcium reduction. In addition, the fatty padding under the foot thins out, which means less protection and cushioning for the bones, in particular the heel bone. Fallen arches combined with thinning fat tissue are a recipe for foot problems. Heel spurs are the most common foot complaints for those over 50.
People who are on their feet all day: Factory workers, nurses, teachers, people in retail and many other industries are required to stand on their feet for hours each day. Hard, unforgiving surfaces like concrete and asphalt take their toll after prolonged standing even for young and healthy people! Most common complaints are tired, aching feet and legs as well as low back pain. Women who are required to wear dress shoes with heels (e.g., in retail or hospitality) often suffer from pain under the ball of foot (metatarsalgia) and/or aching legs.
Runners & athletes: Because athletes put so much strain on their muscles and bones and ground reaction forces are much higher (up to 4 times the body weight), biomechanical injuries are more the rule than the exception. Insoles play a major role in preventing sports injuries such as Achilles Tendonitis, shin splints and problems in and around the knee joint. Plus, running pain-free enables any athlete to perform better!
High-heel wearers: Most women know that high heels are not good for their feet, however many women do wear them. Common symptoms occurring from wearing high heels are pain in the back of the legs (and shortening of the calf muscles over the long term), ball of foot pain, pain under the arch and the heel. Vionic Slimfit insoles are specifically designed to reduce discomfort associated by heeled shoes and sandals.
Pregnant or overweight people: Excess weight worsens the effects of excess pronation and its related pains. Proper alignment and support are crucial for those carrying additional weight, which creates additional forces on the feet, ankles, knees and back.

Vionic insoles and sandals are made of a flexible material called EVA (ethyl vinyl acetate).

The key advantage of EVA is that it is supportive and 'giving' at the same time! As you apply weight to the foot, there is a certain amount of 'give' in Vionic insoles and sandals, providing shock absorption to the feet, ankles, knees, hips and back. This makes the device much more comfortable and more natural compared to hard insoles. Yet, at the same time, they are firm enough to realign the foot and allow you to claim back your natural footprint.

Because Vionic products are made of 'foot-friendly' flexible EVA, it takes most people only a few hours to get used to them.

For the greatest comfort, we recommend wearing your new Vionic footwear for just a few hours for the first few days to allow your feet to adjust to the new level of orthotic comfort and support.

Within one to two weeks you should find the product completely comfortable and supportive.

Our orthotic inserts are covered in our 30-day guarantee. Even if you’ve already used them or trimmed them down to size, we will accept them back for a full refund within 30 days of purchase. Original shipping charges are not refunded.

Cleaning & Care

To clean our products, we recommend you wipe with a damp cloth and air dry under indirect sunlight.

We DO NOT recommend the following:

Submerging in water or using solvents to clean products.
Exposing products to extreme temperatures.
Commercial dry cleaning or home wash/dry laundry machines.

Eliminate odour and effectively clean and deodorise footbeds by stopping cell growth and multiplication of bacteria and fungi which can cause odour and itchiness.

Preventative measures are best here. But in the event that you do find your sandals have taken on an odour, we recommend giving the footbeds a good scrub with a mild soap diluted in warm water. Be sure to let your shoes air dry naturally. Do not place them near a heat source or in direct sunlight.