Frequently Asked Questions
The item I want is out of stock. What do I do now?
We try and keep our stock levels as accurate and up to date as possible. What you see online reflects what is available in our warehouse and retails stores combined. Please contact our customer service team at [email protected] if you would like to know if we’ll possibly be restocking the item or there’s a chance it may come back in stock. They’ll get back to you ASAP.
I have seen a product cheaper elsewhere. Do you price match?
We aim to offer competitive prices amongst our industry and brands. Due to this, we don’t currently match our competitor’s prices. We do however offer great sales and exclusive offers for account holders. Register with us and you’ll be the first to know when we’re offering brilliant discounts and sales!
Can I cancel my order?
As part of the shopping experience with us, we aim to process, pack and despatch your order as quickly as possible. If you do happen to change your mind, please contact us as quickly as possible at [email protected] or on 0883647259 to cancel the order before we’ve packed it!
Is everything you have available in store also visible online?
Yes! We try to keep our site as up to date as possible and as quickly as the stock lands. Our website is a true reflection of what is available in store.
How do I use my discount code?
Discount codes can be entered in the Checkout page, please note terms & conditions may apply on your discount. Please sign in to use the TAKE20 discount, which is only valid for your first online order of $70 or over and excludes sale.
What forms of payment can I use?
At Shouz, we accept payment in the forms of VISA, Mastercard, Paypal and Afterpay.
Is it safe to use my credit card with Shouz?
Absolutely! We understand that your personal information is yours and not to be shared. We use globally accepted practices and devices to protect your personal data and credit card information.
What do I need to use Afterpay?
Afterpay is easy, all you need is to be over the age of 18, live in Australia and have an Australian Debit or Credit Card. If you don’t already have an Afterpay account, it’s easy to setup and takes under 2 minutes to complete. Just have your email address ready!
How do I use Afterpay?
Add your items to your shopping bag and checkout as usual. Once you reach the payment section of the checkout, choose Afterpay as your payment method. Enter your account details with Afterpay and you’re done!
What if I return my goods and used Afterpay as the payment method?
Don’t worry, if you wish to return your items to us we can still process a refund or exchange. Your payment plan can be altered or cancelled and your debits will either cease or be refunded.
Is there anything else I need to know about Afterpay?
Funds for your first payment will need to be available at checkout. If you’re a new Afterpay customer, your first payment will be deducted at the time of purchase with payment being completed fortnightly for the next 6 weeks.
Once you have processed your first order through Afterpay and had an account for 6 weeks, your first payments on subsequent orders will be deducted from your card 14 days after purchase. Your final payment will be 8 weeks later.
What if I fail to meet my Afterpay payments?
If you fail to have funds available on your scheduled debit day, Afterpay will charge you a late fee of $10.00. You will then be charged a further $7.00 fee 7 days later if the payment has still not been made. Shouz has no control over the fees or charges debited to you by Afterpay.
If you have any other questions about the Afterpay service, see their full terms and conditions here: https://www.afterpay.com/en-AU/terms-of-service
What’s our return policy?
Shouz is happy to refund or exchange any unworn or undamaged merchandise purchased online within 30 days of you receiving your goods. Please return the items to us in their original shoe box and condition in which they were sent to you.
We may decline your refund if the goods are returned to us and appear to be worn, marked or damaged and not in line with the way in which they were sent.
How do I exchange an item?
You’ll find a ‘Returns Form’ in the box, along with your invoice, when receiving your order. If you wish to return to us for an exchange, please fill out the Returns Form noting the item you wish to exchange your original product for. Once we receive your return, we’ll process the exchange, despatch the item immediately and notify you with your new tracking details. If it’s not in stock, we’ll notify you via email and process a refund back into your account.
Please check that the item is in stock on our website as we can’t promise we’ll be able to fulfil your exchange. If you don’t want to wait, please go ahead and order the item straight away to avoid the risk of missing out. You can then send your original pair back to us for a full refund.
How do I return an item for a refund?
You’ll find a ‘Returns Form’ in the box, along with your invoice, when receiving your order. Please complete the form ticking the ‘Refund’ box and send back to us at the address listed. We recommend returning your order via a trackable service as Shouz cannot take responsibility for any lost or missing items that are being returned to us.
Have you received my return?
As soon as we receive your return, we’ll notify you via email to let you know we’ve got it!
When will I receive my refund?
We aim to process returns and get your money back to you as quickly as possible. Please allow 1-3 business days for your refund to be processed. Depending on your Financial Institution, your refund can take anywhere from 1-7 business days to show in your account.
How will I receive my refund?
You will be refunded via the same payment method in which your order was placed.
How long will it take for my order to be processed?
As part of the shopping experience with us, we aim to process, pack and despatch your order on the same day if your order is placed before 12pm ACST time.
When will I receive my order?
If you’re in an Australian metropolitan area, we aim to have your order to you within 2-3 business days. If you’re in a rural location, Northern Territory or Western Australia, please allow up to 7 days for your order to be delivered. New Zealand orders – please allow 5-10 business days.
Will I need to be home when my parcel is delivered?
If your home or business is unattended, the Couriers will leave a card to notify you that they have attempted to deliver your parcel. We suggest having your orders delivered to an address where someone will be present or giving ‘Authority to leave’ (you can choose this option at checkout) if you think you’ll be out. This will ensure that you receive your parcel on time and with no hiccups!
Do you deliver to all Australian and New Zealand addresses?
Yes, we’ll deliver anywhere in Australia and New Zealand!
How can I track my order?
Once your order has been despatched, we’ll send you an email to notify you it’s on it’s way. This email will contain your tracking details so you can follow its journey.
How do I change my delivery address if I made an error?
As part of the shopping experience with us, we aim to process, pack and despatch your order as quickly as possible. If you have made an error on your Shipping address please contact us immediately at [email protected] or on 0883647259 to notify us of the changes required.
Do you deliver internationally?
At this stage we deliver to Australia and New Zealand only. We are looking forward to making our products available to the rest of the world soon, so stay tuned!