Frequently Asked Questions

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DOWNLOAD RETURNS FORM

Common Questions

1. Organise your return within 30 days of purchase

2. Ensure items are in unworn/unwashed, original condition and tags attached (trying on around the house is OK)

3. Item packaging intact and undamaged (the shoe box is considered part of the product and cannot be used as the shipping box)

Do I Have To Pay For My Return?

A Return Postage Label (providing free return shipping) will only be provided for customers that originally received free shipping for initial orders OVER $100, only one label can be provided per order. New Zealand customers do not receive a free returns label, however we do have shipping packages available to make your return smoother and more convenient, please call us on 03 9670 2010 or email service@thewalkingcompany.com.au to enquire.

How Do I Pack My Return?

The shoe box is considered part of the product and must be returned in good condition by wrapping/boxing prior to shipping. We recommend using the box that the products were originally shipped in. Alternatively, satchels and boxes are available at all Australia Post outlets.

Any goods that have been shipped back without the original packaging, and not in original condition, or where the original packaging has been used as the shipping box, will not be accepted as a return, and subsequently a refund or exchange will not be issued.

Can I Exchange My Purchase?

Please note we can only exchange items that meet our returns conditions. Any product for exchange must be unworn and in original condition and packaging within 30 days of receipt. Please check stock availability when organising your RA Number, as stock can be put on hold for you. We cannot guarantee stock availability for exchanges when no request for stock has been made.

Shipping is free for ONE replacement item where the initial order was OVER $100 (AUS customers only)

Can I Return My Purchase To Your Store?

You can return your online purchase to our store located at 348 Little Bourke Street, Melbourne. You will still need to contact us for a Return Authorisation number (RA), as well as meeting our conditions for return.

*** NO REFUNDS CAN BE PROCESSED IN OUR STORE FOR ONLINE PURCHASES ***

Items that have been approved to be dropped off in store will be taken to our warehouse by a staff member to be refunded via original payment method used.

Can I Return A Purchase I Made In Store?

Purchases made in store are subject to in-store returns policies; 7 days for a full refund or 14 days for an exchange (purchases must be unworn & in original packaging). If you have purchased an item in store that you cannot return in person, please contact us as we will help you with a return or exchange of your purchase. Please be aware that purchases made instore & require shipping back to The Walking Company are at the expense of the customer.

How Do I Return A Click & Collect Order?

Click & Collect customers are not provided with a free return or exchange via post, and are expected to return any goods back to the place of pick up.

Customers are more than welcome to return their goods via post; however, this will be treated in the same manner as an online order “under $100” as per the online returns policy

How Do I Return My Purchase If I Live In NZ?

International returns and exchanges are required to follow the same procedure as our domestic orders, however any costs incurred will be at the purchasers’ expense.

What Do I Do If I Feel My Purchase Is Faulty?

At The Walking Company we are proud of our merchandise, and guarantee all of our products as being as advertised. We will attempt to replace any merchandise deemed defective by the manufacturer (subject to availability), or refund you for any defective merchandise provided that:

A Return Authority number is obtained. This can be done by emailing returns@thewalkingcompany.com.au or over the phone on (03) 9670-2010

The product is returned to us with proof of purchase.

The product is not defective as a result of misuse (determined by the manufacturer).

Shipping method for goods where you feel there may be a manufacturing issue will vary between cases, please contact us and we will be able to provide clearer information for you based on individual circumstances.

It is the policy of The Walking Company that; any product that is returned to us because you feel that there may be a manufacturing issue, will be assessed by its original manufacturer, where it would be deemed by them either;

“Fair wear and tear”

Or a manufacturing fault

Under no circumstance will product be replaced or refunded on the spot. However, we will always endeavour to achieve a fair and satisfactory result for all our customers, once product has been inspected. This process usually, takes 7-10 working days.

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