We’re happy to offer an online credit note, exchange or refund for most footwear bought via our online store or Townsville store, within 14 days of receiving the order, provided they are in an as-new condition.
We offer FREE DELIVERY for orders over $150. Customers will be responsible for shipping costs for any returns.
In the event of an exchange, provided the requested shoe is in-stock, we will cover the cost of the postage to send the exchanged shoes back to you, provided the price of the shoe is over $150. If the exchanged shoe is less than $150, customers will also be responsible for return shipping costs back to them.
Sale Items - Discounted 10% - 20%
Returns for a store credit or exchange are offered to shoes bought on sale with a 10% - 20% discount. Please choose carefully as we do not refund sale items. Sale price can not be back dated on past purchases. Offer is not valid in conjunction with any other promotion or discount. Orders will be sent via Australia Post and is subject to their delivery estimates.
Sales Items - Discounted Further than 20%
No refunds or exchanges or credits on change of mind for sale products discounted further than 20% (this includes purchasing the wrong size). Sale price can not be back dated on past purchases. Offer is not valid in conjunction with any other promotion or discount. Orders will be sent via Australia Post and is subject to their delivery estimates.
Repairs or Faults
We will refund on manufacturing faults in accordance with relevant legislation. However, we reserve the right to repair or replace where applicable. Goods may also require assessment. If you are unable to return your purchase in-store, customers will be responsible for shipping and handling charges for any returns/exchanges. This policy applies to all purchases made from House of Florian, online or in-store.
To be eligible for an exchange or credit the products you are returning must be:
- Purchased within the last 14 days
- Proof of Purchase
- Unworn, undamaged and unmarked
- In their original condition
- In the original packaging or shoe box (we consider this part of the item).
Tips for trying on your shoes
- Try the shoes on carpet to avoid scratching the soles
- Use a stocking or sock when trying on lighter coloured shoes, especially dress shoes
House of Florian's Policy includes the rights you are entitled to under the Australian Consumer Law. If you wish to return a faulty good and the purchase was made within the 14-day return period please see 'How to Return' section below.
If you wish to return a faulty good after the 14-day return period, please contact our Hyde Park store on (07) 4772 6266 (AUS) between 10am and 5pm (EST time) Monday to Friday (excluding QLD public holidays).
We may request photos of the fault claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty. If the item is found to be faulty, the manufacturer reserves the right to fix the fault or reimburse you with a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.
HOW TO RETURN
1. Check that you qualify for a return
- Were the items purchased in the last 14 days?
- Are your items in their original condition?
- Are they still in their original packaging or shoe box (we consider this a part of the product)?
Once you have checked you qualify for a return, pack the items you want to return into the original shoe box and place it into an appropriately sized satchel available from preferred postal company.
Please make sure all returns are sent back to Florian within 14 days from the date of purchase. We do not accept returns after the 14 day return period has ended.
2. Send returns to:
House of Florian
Shop 2, Hyde Park Centre
36-48 Kings Rd
FREQUENTLY ASKED QUESTIONS
How long does the return process take?
It will usually take up to 2-10 working days for the return to come back to House of Florian, depending on the method of return.
Estimated return times:
Star Track - 2 to 4 business days
Australia Post - 7 business days
Parcel Point - up to 10 business days
You will get an email from us to let you know it arrived at our store safe and sound.
Please Note: During peak trading times including but not limited to Christmas and sale, returns may take slightly longer to process.
When the return is approved for a refund, exchange or credit, it will be processed and we'll send you an email to let you know that the refund, exchange or credit was carried out. The refund will be credited back to the same credit card or PayPal account that you paid from. Exchanges will be sent out and credit notes will be noted in your profile.
Once your refund has been processed, please allow approximately 1 to 7 business days for the funds to appear back into your account, depending on your financial institution.