RETURNS
At EOS Footwear, we strive to offer top-quality products and excellent customer service. We recognise the challenges of buying shoes online and strive to simplify the process for our customers.
Am I eligible for a return?
Returns are to be requested within 14 days of purchase via our online return portal. Once your request has been approved, you will receive a confirmation email containing a return label along with further return instructions.
Returns posted after a maximum of 14 days from the date of request approval will no longer be eligible for return. Any exchanges on hold will be voided.
Proof of purchase is required - Order ID Number (located in your initial order confirmation via email)
Items are to be unworn and in original condition. We recommend that you try the shoes on soft and smooth surfaces first. We will not accept shoes returned with any sole markings or scratches. The item will be returned to you if it is not in acceptable condition.
Items must be in their original packaging and wrapped appropriately to protect the shoes and their box during return. Please do not tape up the box for your return. Those who do will incur a small fee for a replacement.
Am I eligible for a Full Refund/Store Credit/Exchange?
Full priced items are eligible for a full refund, store credit or exchange. If a discount code is used, the item is still considered full price. Please note, a discount code is different from a gift voucher/credit note.
Sale items are only eligible for a Credit Note or Exchange – they cannot be refunded. Please note discounted items purchased during promotions such as Boxing day or Black Friday are considered sale items and are not eligible for a refund.
Refunds and store credits will incur a $10-$15 return postage fee that will be deducted. Postage charges on returns are non-refundable.
Once we receive your return, the item will be quality assessed. If successful your Refund, Exchange Request, or Credit Note will be issued.
Exchanges
Exchanges can only be requested for the same style either in a different size/colour. Once an exchange request has been approved, the selected item will be placed on hold. Once the original item is returned and approved by quality control, the exchange item will be posted. Customers will not be charged for the new postage when an exchange or replacement is mailed to them.
Multiple exchanges: EOS accepts an exchange for a different size/colour once. If you want to exchange for another style or if EOS doesn’t have your requested size/colour available, please request a store credit and purchase the desired product.
Store Credit
Once your return is received and approved by quality control your store credit will be issued, customers will receive an email with a code to use at checkout on the next order.
Refund
Once your return is received and approved by quality control your refund will be issued. Please allow up to 5 working days for the refund to be processed via your original payment method.
How do I return my order?
To get the return process started, please go to our return portal and follow these steps:- Enter your order number and email then click on "Find my Order"
- Choose the item you wish to return & provide a return reason
- Choose from the options (how to resolve)
We then will assess your request and provide you with a return label. Customers will not be refunded the original shipping amount.
Click here to complete your online return request.
Return Labels
Australia Orders: EOS will provide a return label. Please note that refund and store credit will incur a $10 return postage fee.
New Zealand Orders: EOS will provide a return label. Please note that refund and store credit will incur a $15 return postage fee.
Rest of the world: See below.
International Returns
For customers outside Australia and New Zealand, the customers are responsible for returning the products to EOS Footwear. Please send the unworn item/s along with your NAME, EMAIL and ORDER ID NUMBER to the address below:
EOS Footwear
ATTN: ONLINE RETURNS
212 Turner Street
Port Melbourne, VIC 3207 AUSTRALIA
Please ensure your Order ID Number is clearly shown on your parcel. This can be found on your order confirmation email sent to you at the time of purchase.
Should you wish to contact us for any reason regarding your return, please email us at care@eosfootwear.com or call +613 9935 7003.
Damaged or Faulty Items
We have but one obsession: to offer you the most beautiful creations there are! If, despite all of our quality assurance checks, there is still a slight defect with your product, please contact our Customer Service at care@eosfootwear.com
Don’t forget to send a picture of the item and defect in question – this will help us resolve your problem as efficiently as possible. Please do not post your items until you have received a response.