At Downes, we care a lot about having the greatest range and support for your awesome selves.
So, if you’re not loving your purchase from Downes, we want to help!
See our Sale and Exchange Terms Below
(Fair conditions apply, see below)
Exchanges
We don’t settle for almost awesome! We offer exchanges 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!
We offer exchanges or returns for 30 days from purchase date on all full priced items for change of mind or incorrect fit.
Remote Fitting
Find your perfect fit here the first time and save the cost of return postage.
Being environmentally conscious play 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!!
Once you have your measurements or sizes from shoes in your wardrobe reach out to us HERE
Our team with over 50 years of combined footwear retail experience will be more than happy to help you find the best size and fit, tailored to your needs!
Gifted Ones
We love assisting in your gifting. We offer extended exchange / store credit for gift purchases all year round!
General Return & Exchange Policy
At Downes, we are committed to working with integrity and quality across both our retail and repair arms.
This is to ensure that you will always get amazing things from Downes!
We require…
-Items are returned 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 received in unsaleable condition.
Other ways that we can help.
Grown out of a pair and don’t wear them anymore or just time for a change? We can resell your preloved pairs for store credit to spend at Downes on any shoes or repairs.
(Subject to suitability and condition)
We specialise in Dr Martens repairs, often we can help the imperfectly fitting, heel rubbing, too loose, too tight shoes/boots via a slight adjustment here or there!
Return Postage Costs
– The customer is responsible for 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. Our awesome Australia post carriers must eat too!
Sale and Final Sale items
All Sale, Final Sale, Discounted OR Discontinued Items purchased can only be returned for a store credit.
This also applies when we don’t have another size available for exchange in the same style.
FREE postage does not apply to CLEARANCE/SALE/ FINAL SALE items as they are usually less than what they cost us to buy.
PLEASE CHOOSE CAREFULLY, IF you have ANY QUESTIONS regarding SALE items, call us or email – we don’t want to disappoint you!
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 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 2-10 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.
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 or in store purchase arrived with a manufacturing fault, or you received something different to your original order, we’ll tie ourselves up in knots to make it better!
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, order or receipt number, and some photos of the fault/s.
We are happy to advise that we offer repairs and or replacements in store for lightning fast fault amendment.
We honour all good warranties under Australian Law!!
Please contact our amazing team to begin a Warranty Assessment:
downesshoes@gmail.com
