Thank you for shopping with Arch and Sole Footwear.

We are committed to providing high-quality footwear and exceptional customer service. If you're not completely satisfied with your purchase, we're here to help.

Please refer to the Sale Period Returns Policy below for purchases made during promotional events.

Exchanges

If you'd like to exchange your purchase for a different size or style, simply follow the steps below.

1. Contact Us

Email our team at hello@archandsolefootwear.com.au within 30 days of your purchase. Please include your original order number and let us know which size or product you'd like to exchange it for.

2. Exchange Eligibility

To be eligible for an exchange, items must be:

• Unused and unworn.
• Returned in their original condition.
• Returned with all original packaging, tags, and shoe box intact.
  
  

3. Shipping

Customers are responsible for the cost of returning the original item.

We'll cover the shipping cost of sending your replacement item back to you, with one complimentary exchange shipment per order.

4. Product Availability

All exchanges are subject to stock availability. If your requested item is unavailable, we'll issue a store credit for the full value of your return.

Refunds

1. Refund Eligibility

To qualify for a refund, your item must be returned within 30 days of the purchase date and meet the following conditions:

• The item must be unused, unworn, and in its original saleable condition.
• All original tags must remain attached.
• The original packaging, including the shoe box, must be returned in good condition, as it forms part of the product.
• Shoes must be clean and show no signs of wear.
• Items purchased during Sale or Clearance promotions are not eligible for a refund.

2. Return Assessment

Once your return has been received, our team will inspect the item and notify you of the outcome within 3–4 business days.

If your return is approved:

• Your refund will be processed to your original payment method within 10 business days of approval.
• Original shipping charges are non-refundable unless the item received was faulty or incorrect.
  

3. Purchases Made with Gift Cards

If your purchase was made wholly or partially using a gift card, the refunded amount relating to the gift card payment will be issued as a new Arch and Sole Footwear Gift Card. Cash or credit card refunds cannot be provided for gift card payments.

Our Quality Commitment

We stand behind the quality of every product we sell.

If you receive an incorrect, faulty, or defective item, Arch and Sole Footwear will cover all associated shipping costs, including both the return postage and the delivery of your replacement item.

If you have any concerns about the quality of your purchase, please contact our team at hello@archandsolefootwear.com.au. We'll work with you to resolve the issue as quickly as possible.

Delivery & Shipping Issues

If you experience any issues with your delivery, including tracking updates or non-receipt of your order, please contact us at hello@archandsolefootwear.com.au and we'll assist you promptly.

Lost in Transit

If your parcel is confirmed by the carrier (such as Australia Post) as lost in transit, we'll organise a replacement order at no additional cost.

Delivered but Missing

If your tracking shows your parcel has been delivered but you believe it has been stolen or is missing, please contact us immediately. We'll investigate the matter with the carrier and work with you to find the best possible resolution.

End of Financial Year, Black Friday & Boxing Day Sale Policy

Items purchased during our End of Financial Year, Black Friday, Boxing Day, or other advertised sale events are considered final sale.

• No refunds are available on sale items, either online or in-store.
• Sale items may be exchanged for another size or product, subject to availability and our standard exchange conditions.
• If an exchange item is unavailable, a store credit will be issued.

Further Assistance 

If you have any questions or require further assistance, please contact our team at hello@archandsolefootwear.com.au.

We're always happy to help.

Australian Consumer Law

Our Returns & Exchanges Policy is provided in addition to your rights under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

If a product has a major fault, you are entitled to choose a refund or replacement. If the fault is minor, we may choose to repair, replace or refund the item in accordance with the Australian Consumer Law.

You are also entitled to a replacement or refund if a product is significantly different from its description, is not of acceptable quality, or is not fit for its intended purpose.

These consumer guarantees apply regardless of any change of mind policy outlined above.