We happily accept online ordered returns on full priced and sale items within 14 days. If you are in any way unhappy with your goods, you may send them back for an exchange, credit note or refund. All items must be returned unused and in original condition with original packaging. Please note all footwear must have original, undamaged shoeboxes and be tried on a carpeted surface to prevent any sole markings or scratches.
SHIPPING COST FOR RETURNS
The shipping cost for all returns and exchanges is free from all Australian destinations.
Shoes may be returned and exchanged for another size of the same style with free shipping charges for both the incoming 'return' and outgoing 'exchange' shipment. If an exchange for a different colour or style is requested, this is treated as a 'return' and 'new purchase' so only the incoming 'return' shipping charge is free.
Shoes may be returned for a full refund if the above returns & exchange policy requirements are met. Refund amount excludes the cost of the initial shipping to you.
Please allow 4 weeks for your return to be received, processed and to appear on your credit card statement. You will receive a confirmation email once your credit card has been refunded.
On rare occasions, we may decline to offer a refund, even if it's within the returns timeframe. This should only occur if the returned product is damaged by someone other than a NAPPA TORI team member or the manufacturer. If this is the case, we'll advise you that a refund has been declined and we'll return the product to you. This means that shoes must be returned unmarked, without signs of wear and tear and in their original, undamaged shoe box.
RETURNS & EXCHANGE PROCEDURE
Returns within Australia are Free.
You have 14 days after receiving your shoes to commence your return or exchange process.
If you wish to exchange your shoes for a smaller or larger size, please email us at firstname.lastname@example.org so that we can advise if that size is available and also put it on hold for you, then we will advise you how to complete the returns process.
Should you receive an item that is not in perfect condition please contact us immediately by email on email@example.com.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
We will ask you to return your shoes to us for inspection and will contact you by email afterwards to discuss a suitable solution. The cost of return shipping will be free.
Where possible, we will repair faulty items. If we need to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. If the item cannot be repaired or replaced you will receive a full refund, along with our full apologies.