Shipping & Returns

SHIPPING

Our team aim to process all orders within 24 hours. However, during high volume periods please allow for 48-72 hours for processing. 

STANDARD DELIVERY + PRIORITY PROCESSING - $15 AUD

  • Estimated delivery 3-5 WORKING DAYS

EXPRESS DELIVERY + PRIORITY PROCESSING - $20 AUD

  • Estimated delivery 1-2 WORKING DAYS 

Order before 1PM AWST MONDAY - FRIDAY for your order to be dispatched the same day. 

MYPOST APP: 

Download the AUSTRALIA POST APP to add your delivery address, track your parcel and easily control your deliveries while they're on the way (Android & IOS).

ONLINE RETURNS

Due to the nature of our business, we do not provide any refunds, as we follow a consignment-based model where our supplier is paid for the merchandise after the sale of the item.

Please note that all sale and discounted item are final. These will not be eligible for a return.

If, by any chance, you have received your order and are not satisfied with the item(s), a return may be accepted at our discretion. To be eligible for a return, please adhere to the following conditions:

  1. Request for a return must be made within 48 hours of the arrival of your shipment.
  2. The item(s) must be in their original condition, unworn, and with the original packaging.

To request a return, please follow these steps:

  1. Email admin@head2soleau.com within 48 hours of receiving your shipment.
  2. Use "Order Return (Your Order Number)" as the subject line of the email.
  3. Clearly state the reason for the return in the body of the email.

Once return has been pre-approved: 

  1. Carefully pack the item(s) in the same manner it was received. 
  2. Please ship item(s) back to 1/563-567 Wellington Street, Perth, WA 6000 within 3-5 Working Days.
  3. Upon arrival, our team will inspect the item(s) to ensure it is in their original condition, unworn, and with the original packaging. 
  4. You will receive an email to inform you of the outcome of your request. 
  5. Upon approval, you will be provided with store credit in the form of HEAD2SOLE credit, which has no expiration date. Please be aware that we do not offer refunds.

Please note that the buyer will be responsible for the shipping fees associated with the return*

It is crucial to ensure that all item(s) are securely and safely packed in the original box they were delivered in. Any damage caused to items due to improper packaging during the return shipment will be the responsibility of the customer.

The following types of packaging will not be considered appropriate, but not limited to:

  1. Boxes shipped in satchels.
  2. Items shipped without an outer box.
  3. Items shipped without adequate bubble wrap or padding.
  4. Items shipped in damaged outer boxes or multiple boxes taped together to create a larger outside box.

Please understand that HEAD2SOLE reserves the right to decline the return of any item(s) that are deemed unsuitable upon arrival.

Please note that you will have up to 7 days to return/exchange the item from the point of approval. 

The customer will be responsible for the item(s) until HEAD2SOLE receives the return shipment**

IN-STORE RETURNS

Due to the nature of our business, we do not provide any refunds, as we follow a consignment-based model where our supplier is paid for the merchandise after the sale of the item.

To request a return, please follow these steps:

  1. Email admin@head2soleau.com within 48 hours of purchasing your item/s or inform us of the intent to return or exchange at the Point of Sale.
  2. Use "Order Return (Your Order Number)" as the subject line of the email.
  3. Clearly state the reason for the return in the body of the email.

Please note that you will have up to 7 days to return/exchange the item from the point of approval. 

All approval will be subject to our discretion. 

Sale

In the event of a sale at HEAD2SOLE, customers will be responsible for shipping fees for each individual item purchased. The shipping cost for each sale item is determined at the number of items purchased and will be charged accordingly. All customers will received items in 1-3 business days.

Transfer of Risk and Title

The transfer of risk and title for items purchased by you occurs upon our delivery of the items to the carrier. Once this transfer has taken place, we are no longer liable for the items.

Resolution Process

In cases where shipped items are claimed as not received, please report this to us within 24 hours. Our process for addressing these claims includes the following steps:

  • Collaborating with the courier service to review delivery information and tracking details.
  • Verifying all related documentation and evidence.
  • In some instances, requesting that you sign and return a formal affidavit to support your claim.

Based on the evidence and information gathered during our investigation, we determine the most appropriate course of action. This decision is made at our discretion and may include:

  • Replacing the products.
  • Issuing a credit to your account.
  • In certain cases, where the evidence suggests that the items were delivered successfully or the claim lacks substantiation, we may not provide a replacement, refund, or store credit.

This decision-making process is thorough and fair, aiming to protect both our customers and our business integrity. We ensure that every claim is evaluated with the utmost attention to detail and evidence.

Contact and Support

We appreciate your understanding and cooperation with our policies. For further inquiries or assistance, please contact our customer support team at admin@head2soleau.com or you can call us at +61 435 360 403. We are committed to providing you with quality support and addressing your concerns promptly and efficiently.