Returns Policy
At EOS Footwear, we are committed to providing a high-quality product and in particular, we pride ourselves in offering the highest standard in customer service. We understand that purchasing footwear online can be at times confusing and often challenging. To this end we aim to make this process as simple as possible.
To be eligible for a return:
- Proof of purchase is required - Order ID Number
- Items are to be unworn and in original condition
- Items must be in their original packaging and wrapped appropriately to protect the shoes and their box during return
- Returns posted after a maximum of 30 days from date of request approval will no longer be eligible for return. Any exchanges on hold will be voided
Generally, 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.
- Full priced items are eligible for full refund, exchange, or credit note. If a Discount/Promotional code is used, item is still considered full price. Note that Discount code is different than gift voucher or credit note.-
- Sale items are only eligible for a Credit Note or Exchange – they cannot be refunded (requests for refunds will be rejected by the system).
- Postage charges on returns are not refundable.
EOS Footwear does not accept return requests after 14 days from the date of purchase. Refund, exchange, or credit note will be issued once quality review is successful.
- Exchange: Once an exchange request has been approved, the selected item will be placed on hold. If exchanging for an item of higher value, the item will not be placed on hold until the invoice has been paid. 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 back to them.
- Multiple exchanges: EOS accepts exchanges for another style once. Any further exchanges must be of the same style depending on EOS availabilities. 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. After the second exchange, no refund will be provided, only store credit will be authorised.
- 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. The store credit is valid for one year.
- 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 process.
How do I return my order?
Please click here to complete your returns request.
Return Fees
Australia Orders: EOS provides you a return label.
Please note that refund and store credit will incur a $10 return postage/ processing fee.
New Zealand Orders: EOS provides you a return label. Please note that refund and store credit will incurs a $15 return postage/ processing fees.
Rest of the world: Customer is responsible for returning the product to EOS Footwear. Send the unworn item/s along with your NAME, EMAIL and ORDER 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 indicated on your parcel. This can be found on your order confirmation email sent to you at the time you place your order.
Should you wish to contact us for any reason regarding your return please email us on info@eosfootwear.com or call 03 9935 7033.
Damaged or faulty shoes
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 department at info@eosfootwear.com
Don’t forget to send a picture of the item and defect in question – this will help us solve your problem as efficiently as possible. Please do not post your item(s) until you have received an email.