Refund policy

Returns & Exchanges

For a single pair return:
Before getting started, please make sure your items are unworn and your order is still within the 30-day return period.

  1. Pay the $16.95 return label fee using the payment link below. Once completed, email a screenshot of your payment and your order number to info@thebootsemporium.com.au so we can send your return label.

  2. Fill out the Returns Form located on the back of your invoice. 

  3. Place your shoes back in their original box and then into a satchel. Please do not apply tape or labels directly to the shoe box, as this may void your return.

  4. Print and attach your return label. (If you don’t have a printer, Australia Post can print it for you.)

  5. Drop your parcel off at your nearest Australia Post outlet.

  6. Keep an eye on your inbox for updates on your return status.

PAYMENT LINK: https://www.thebootsemporium.com.au/products/postage-for-returns-and-exchanges

The Boots Emporium

Parcel Collect 1029553737

491 North Road Ormond VIC 3204

When you make this payment, it covers both the postage to send your item back to our warehouse and the cost of shipping your replacement item out to you – or processing a full refund. This way you’re not paying standard public postage rates. Once the payment is made, a prepaid return label will be emailed to you to print and attach to your parcel.

Return postage costs:
– For two pairs within Australia: $20
– For returns from New Zealand: $30
Please email info@thebootsemporium.com.au to organise this and we’ll send you a new payment link.

Packaging Guidelines

To ensure your return can be accepted, please:

  • Keep the product in its original box or leave the clothing tags attached.

  • Place your return in the reusable satchel it arrived in, or wrap it securely (e.g. paper or newspaper).

  • Affix the return label to the outer packaging, not directly to the shoebox.

We need items to arrive in a resellable condition. Returns that don’t meet these criteria cannot be processed.

Parcels usually reach our warehouse within 4 business days. If you’ve followed the steps above, we’ll dispatch your replacement or process your refund on the same day it’s received.

Questions? Email info@thebootsemporium.com.au.

International Returns (Excluding NZ)

For all other countries, postage and handling costs are the customer’s responsibility.

  • If you’re exchanging for another size, you’ll also need to pay the re-postage fee (the same as shown on your invoice).

  • Refunds will cover the item price only and exclude original postage charges.


Manufacturer Fault Claims

All footwear is new and comes with a 6-month manufacturer’s warranty. If you need to make a claim:

  1. Check the item is still within the 6-month warranty period.

  2. Email info@thebootsemporium.com.au with your order number, a description of the issue and two clear photos. We’ll let you know if we need more information.

  3. We’ll confirm receipt of your email and advise next steps. In some cases, photos are forwarded to the manufacturer for assessment.

If a manufacturing fault is confirmed, we’ll send a replacement pair at no cost and provide a prepaid return label for the faulty item. Sometimes the boots need to be returned first for inspection – our team will advise. Please note we cannot swap a faulty item for a different size.