By ZANETTA

Buying shoes online in Australia: returns and your rights

Before you buy shoes online, check three things: who pays for delivery, how long you have to return a pair if you change your mind, and who pays for that return. Change-of-mind returns depend on each store's policy, while the Australian Consumer Law covers faulty goods.

This is general information, not legal advice. See the ACCC website for the full rules.

Can I return shoes if I change my mind?

Stores in Australia generally do not have to offer change-of-mind returns, so it comes down to the store's own policy. Read how many days you get, when those days start, what condition the shoes must be in and who pays for postage.

What if the shoes are faulty?

The Australian Consumer Law gives you consumer guarantees that goods will be of acceptable quality and match their description. If there is a major problem, you can generally choose a refund or a replacement. A store's change-of-mind time limit does not take these rights away.

What to check on the returns page

• The time limit. Does it start on the order date or the delivery date?
• Return postage. Is the label free, or do you pay?
• Condition. Most stores need shoes unworn and in the original packaging, so try them on indoors.
• Where it ships back to. An overseas return address can add time and cost.
• Currency. Check that the price is in Australian dollars, so you know the total at checkout.

How do ZANETTA returns work?

Delivery is free to any address in Australia, and prices are in AUD. If you change your mind, tell us no later than 7 days after your pair arrives and we email you a free return label. The pair must be unworn, in the condition you received it and in its original packaging.

If a pair is faulty or not as described, the Australian Consumer Law protects you whatever the date. Read our delivery and returns page for the full policy.

How do I get the size right the first time?

Measure your foot in centimetres rather than relying on the size you usually buy, because sizing varies by brand. Our EU to Australian size guide shows you how.

Learn more about ZANETTA Australia, or read the ZANETTA Journal.