Return Eligibility

In order for a return to be eligible, it must meet the following conditions.

Timeframe

Customers may return items within 30 days from the date of purchase.

Condition

Items must be unused, in original packaging, and in the same condition as received.

Proof of Purchase

We're always on your side: keeping our loyal customers happy is our top priority and number one goal.

Other Markets

Customers who purchased from our other markets, including the US, New Zealand, or Singapore, must return their items to those respective markets. Otherwise, all return shipping costs will be the customer's responsibility.

Duties & Taxes

Any applicable customs duties or taxes paid are non-refundable.

Free Return

Free Return: Customers are eligible for one free return per order. Any additional returns will be at the customer's expense.

Shipping Charges

Shipping Charges: Original shipping charges are not refundable.

Note

Note: We do not accept returns from third parties, and returns are only applicable in the case where the purchase is made directly from our website.

Non-Returnable Items

The following items cannot be returned or exchanged:

Items that are not in a resalable condition cannot be returned or exchanged.

We are unable to accept items purchased from other retailers. We can only accept returns and exchanges for orders placed directly through our website:

We cannot accept returns or exchanges for gift cards.

All Outlet items are final sale, and as such, they cannot be returned or exchanged unless faulty.

Items purchased as part of a promotion may be eligible for returns, subject to specific terms and conditions provided at the time of purchase. Please visit Promotion Terms & Conditions page for more information.

How To Return An Item (AUSTRALIA)

To initiate a return:

Request a Return Authorisation by contacting our team at info@vionicshoes.com.au.
If eligible for a free return, you will receive a prepaid return label via email. If not eligible, you will need to arrange and cover the return shipping.
Once approved, send the item(s) to:

The Comfort Co.

1 Gateway Court,

Coomera, QLD, 4209

Shipping Costs: Customers are responsible for return shipping costs, which are non-refundable unless the item is faulty or incorrect. However, the first return per order is free if eligible.
Packing Instructions: Items should be securely packaged to prevent damage in transit.
Required Paperwork: Customers must include a printed document with their return containing:

To initiate a return:

Request a Return Authorisation by contacting our team at info@vionicshoes.com.au.
If eligible for a free return, you will receive a prepaid return label via email. If not eligible, you will need to arrange and cover the return shipping.
Once approved, send the item(s) to:

How To Return An Item (SINGAPORE)

To initiate a return or exchange:

Contact us at 9386 4138 or email info@vionicshoes.com.au to organise your return.
Repackage your merchandise in its original packaging and place the shoebox(es) inside a shipping carton or satchel.
Contact our warehouse manager at 9386 4138 to arrange pickup of your parcel.
Returns are typically processed within 5 working days from the time we receive your parcel.

How To Return An Item (NEW ZEALAND)

To initiate a return or exchange:

Contact us at 0800 827 954 or email info@vionicshoes.com.au to organise your return.
Repackage your merchandise in its original packaging. Place the shoebox(es) inside a shipping carton or satchel.
Send the parcel using NZ Post or any authorised mail carrier to the following address:

The Comfort Co
2 Jepsen Grove
Trentham, Upper Hutt 5018
New Zealand

Retain your tracking number for reference.

What Happens If I Receive A Faulty Or Incorrect Item?

If your item is faulty, please contact us via phone or email as soon as possible to arrange a resolution. We will guide you through the next steps.

What Is Your Refund Process?

The first step is reaching out to a friendly team who will be able to guide you through the next steps. Once we have received your shoes back in our warehouse, it may take up to 7 business days for the credit to appear on your original statement.

Please note, we aim to process returns as quickly as possible, however, process times may vary during promotional periods. Approved refunds will be processed to the original payment method. We are unable to accept returns on certain items, which will be carefully marked before purchase.

How Do Exchanges Work?

Exchanges are accepted for items of equal or lesser value only. Please contact customer support to arrange your exchange.

Extended Holiday Returns Policy

During peak holiday periods (e.g., Christmas, New Year, major sales), extended return windows may apply. Please refer to the product page or contact us for further information.

Specific return deadlines for these periods will be outlined at the time of purchase.

Standard return conditions apply unless otherwise stated.

Contact Information

For return or exchange assistance, please reach out to:

info@vionicshoes.com.au

We’re here to help make your shopping experience easy and enjoyable!

Frequently Asked Questions

Sale or promotional items may have different return conditions. Please check the product description or contact us for clarification. Please visit Promotion Terms & Conditions page for more information.

Did you receive your order as a gift from vionicshoes.com? Please email us at info@vionicshoes.com.au. Our hours are Monday-Friday 8:00 a.m. to 4:00 p.m. AEST.

You can either: exchange your gift item for the same style in a different size; colour, or exchange it for an e-gift card for the amount of the gift item, to be redeemed at vionicshoes.com.au. Each item on an order is limited to one exchange. The purchase of e-gift cards cannot be returned.

Once we have received your shoes back in our warehouse, it may take up to 7 business days for the credit to appear on your bank statement.

Once you have received the prepaid shipping label from our customer service team, you can drop your package at any Australia Post location. If you are not using our prepaid shipping label, you can ship your shoes back to our warehouse using any courier.

Warehouse Address:
Vionic Shoes
1 Gateway Court
Coomera, QLD 4209

We are unable to process returns or exchanges for items not purchased directly from our website. Please contact the original retailer directly.

If you purchased from a Vionic authorised retailer, please process the return directly with the retailer according to the retailer's return policy.

A note about unauthorised retailers:

While some of our retailers are authorised to sell on Amazon, many are not. Vionic does NOT offer refunds or credit on products purchased from any unauthorised dealers. Vionic does NOT authorise any of its retailers to sell on eBay. Accordingly, Vionic does not offer any refunds or credits for Vionic products purchased on eBay.

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

Unfortunately for our brand scam websites are an issue that has been ongoing for a little while now, where external businesses are duplicating our website and scamming customers. Scamwatch Australia has said there is nothing we can do as the brand owners, which is upsetting for us.

Our only website is vionicshoes.com.au and we recommend only purchasing from our site directly or from one of our authorized retailers. Purchasing from an unauthorized retailer may result in receiving a counterfeit product. These products may not provide the high quality standard found in Vionic products. We cannot guarantee the quality, fit or feel of counterfeit products.

If you do fall victim to one of these scam websites, our only advice is to contact the team at this link scamwatch.gov.au and report this website as a fraud/scam.