At Downes, we care a lot about how much you love the awesome stuff… and we’re only happy when the awesome stuff fits perfectly on your amazing self and in your amazing world!!
So, if you’re not loving your purchase from Downes, we want to help!
We offer exchange or return for 30 days from purchase date.
(Fair conditions apply, see below)
Exchanges
We don’t settle for almost awesome! We offer exchange for size and or style!
Instore – Pop into the store for a fun professional fit and exchange!
Remote – Contact our wonderful team to organise an exchange and free fit advice!
Remote Fitting
Find your perfect fit here… the first time.. and save the cost of return postage.
The environment comes into every decision we make, we only have one earth! We can help save the Environment from unnecessary transport stink, via our measure twice post once, Remote Fitting Service… It’s free and can save the birds and the trees!!
Check our video on how to Remote Fit with us here
(This service doesn’t limit or reduce any exchange/refund options available to you.)
Gifted Ones
We love assisting in your gifting. We offer extended exchange / store credit for gift purchases all year round!
General Return & Exchange Policy
We care for the products that we deal with, this ensures everyone gets awesome things, safely kept, happily housed, products much loved from Downes, so that they will be much loved by you.
(We work really hard to keep the integrity, cleanliness, and quality of all of our products and services…to ensure that you know that you’ll always only get amazing things from Downes!)
We ask that…
-Items are returned/exchanged in their original condition.
(This allows for easy exchange/return!)
-Products to be returned or exchanged are happily covered/secured to ensure that both the product and packaging is undamaged.
(Returns sent with the shoebox taped up, written on or exposed may be refused.)
Hot Tips
– Please keep the original packaging, until you’re ready to commit to your new foot friends.
-Try on shoes inside (on carpet if possible) to avoid any scuff marks.
-Keep items clean from animal fur, makeup stains, (where applicable), dirt, dust & cigarette smoke.
* We reserve the right to reject any items that are returned or exchanged in unsaleable condition.
Other ways that we can help.
Grown out of a pair, don’t wear them anymore, time for a change… We can resell your preloved pairs for cash or store credit
* Conditions Apply- contact us to find out more
Please contact our lovely team if you’re worried about anything!
We specialise in Dr Martens repairs, often we can help the imperfect fitting, slightly rubbing, too loose, too tight shoes/boots via a slight adjustment here or there!
Return Postage Costs
– The customer is responsible for the return postage costs, unless we stuffed up and there was an error with the order. In this case we will cover all postage costs.
Refunding Postage Costs
We are so sorry that the postage fees either way are non refundable under normal circumstances.
Sale items
Discontinued Items purchased from our Super Discount Sale section can be returned for a store credit only.
Post Sales Remote Fitting Service
Did you know that we can remotely fit you even after you receive your Dr Martens? If you think your shoes may be too big or too small, or just not right, contact us for a fit check!! Contact us with any queries!
How do we process refunds?
As a small business we can refund returns quickly! Once you have sent your parcel back to our shop, and we have received it, we will process your return within 1-2 business days with priority.
We recommend noting your return tracking number, that way you can track your order and see when it reaches us.
I PAID WIH CREDIT CARD:
Refunds are processed in house, with priority, no waiting on our end!
Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I PAID WITH PAYPAL:
Refunds are processed in house, with priority, no waiting on our end!
PayPal will be in touch when they have finalised your refund/make adjustments to your account or payment schedule.
*PayPal Account Users: PayPal offers free returns for all account holders up to the postage value of $45. More information can be found here:
https://www.paypal.com/au/webapps/mpp/returns
I PAID WITH AFTERPAY:
Once processed, Afterpay will send you an email and finalise your refund/make adjustments to your account or payment schedule.
For more information, head to their website.
*Please allow an additional 1-2 business days for refund processing over weekends and public holidays.
I PAID WITH DIRECT BANK TRANSFER:
We will ask you to let us know your Account Number and BSB so we can transfer the funds back into your account.
Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
Faulty Items
If your online purchase arrived with a manufacturing fault, or you received something different to your original order, we’ll be happy to cover the cost of the return.
If this is the case, please contact our team with as many details as possible about the order. For faulty Items we’ll request your name, and/or order/receipt number, and maybe some photos of the tongues, tops, sides, soles and fault/s.
We are happy to advise that we repair and or replace, in store for lightning fast fault assessment.
We honour all good warranties under Australian Law!!
Please contact our amazing Doc Doctors to begin a Warranty Assessment:
downesshoes@gmail.com
