Shipping & Returns
All orders to an Australian destination will incur a shipping fee:
Express shipping rates
1 pair including shoe box — $17AUD flat rate, every additional pair + $7AUD
1 pair excluding shoe box — $15AUD flat rate, every additional pair + $5AUD
We aim to deliver Australian orders within 1 - 2 business days from the time of order. Please note that during our sale/promotional events, delivery may be longer than the specified delivery times.
To guarantee safe arrival of your Milo & Macy Shoes online purchase, please specify a business hours address for delivery. If the item(s) are being delivered to your home, please ensure someone is at home who can sign for the delivery. If no one is present to accept the delivery, your purchase will be left in the most logical and secure location available or taken to the local post office. A card with pick up details will be left.
Our Click & Collect service is now available at the Milo & Macy store. Click & Collect allows you to order online and pick up your purchase from our store at no cost. Please choose this option at check out.
Easy Returns & Exchanges
At Milo & Macy Shoes we want you to be completely satisfied with your purchase so our returns and exchange policy has been designed to be as easy as wearing our shoes!
No matter if you shop in-store or online our process is the same. If you have a change of heart, you can return or exchange any full priced item that is unworn and in its original condition to Milo & Macy store in Brisbane or Milo & Macy Shoes online within 14 days of order receipt to receive a full refund or credit.
Reduced or Sale Merchandise returned to our store, within 14 days of purchase, can be exchanged or a Milo & Macy Shoes Credit Note issued where an exchange is not possible. A Milo & Macy Shoes E-Credit Voucher may be requested for online redemption.
Returns will be accepted on any faulty or wrongly described merchandise returned to the Milo & Macy store in Brisbane or Milo & Macy Shoes online within a reasonable timeframe, after assessment by a Milo & Macy Shoe representative.
COST OF RETURNS
For all national returns, the customer is liable for the return fee to Milo & Macy Shoes for all requested refunds, credits or exchanges excluding change of mind. If requesting a new size, there will be an additional shipping charge of $25.00AUD for the new size to be sent out.
PROCESS FOR RETURNS
To return your purchase, please fill in the Returns Form located inside the parcel and send back to us within 14 days of receiving the order.
All returns must go to the below address:
Milo & Macy Shoes Returns
82 Abbott St Ascot Qld 4007
CAN I GET A FULL REFUND ON RETURNED ITEMS?
We are determined to make your shopping experience hassle free. If you are unhappy with your online purchase for any reason, we will gladly accept an exchange or return of unworn merchandise returned to our online store within 14 days of the order date.
If you would like to return goods for a full refund then please ensure:
The product was bought at full price
The product is not worn
Retrieve your order number (you will find it on the order confirmation email).
The product can be returned in its original box or packaging.
Note: Items purchased on Sale (discounted price from the full sales price) are eligible for an exchange or credit note but not a refund.
We recommend sending return parcels via registered post as Milo & Macy Shoes is not liable if your return is not received at our address. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Milo & Macy Shoes will not be held accountable for any losses.
Please follow the instructions on the Returns Form inside the shoe box to send them back for the size you would like to exchange for.
Customers are responsible for shipping and handling charges for any exchanges of size. Please allow 2 – 4 working days for your order to be dispatched and a further 2 - 3 working days for delivery.
There will be an additional shipping charge of $25.00AUD for the new size to be sent out.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem.
Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your Order. However, you will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return.
All online purchases claimed as faulty will need to be sent back to Milo & Macy Shoes for an official assessment by the Milo & Macy Shoes product development team. Customers will initially be responsible for shipping and handling charges for any returns of faulty product, however this amount will be refunded to your account once the product has been received. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates on Monday to Friday (excluding public holidays in Brisbane, Australia) from 10:00am until 3:00pm Australian Eastern Standard/Daylight Savings Time.
If you are following up on an order you have placed or a return you have sent, please dial 0401 099 078 and our team will help you locate the order.
If you need help with placing an order, styling or size queries, please call 0401 099 078 to talk to our tech team.
You can also contact us via email at email@example.com.