Need help with a return?
If there is a problem with your order, contact AU Shoes by email or through the support form on the site. All return and refund requests are reviewed manually.
1. How to request a return or refund
If you want to request a return or refund, contact us by email or use the support form on the site.
Please include enough information for us to find and review your order properly.
- Your full name
- Your order number or order ID
- The email address used for the purchase
- A short explanation of the issue
- Photos if the product arrived damaged, incorrect, or not as expected
2. Important note
Returns and refunds are not automatic. Every case is checked manually based on the order status, product condition, timing, and what happened with the shipment or fulfillment.
3. When you should contact us
- You received the wrong item
- The item arrived damaged
- The order has been delayed far beyond the expected timeframe
- The item has a serious issue that was not expected from the listing
- You need help understanding whether your order is eligible for a return or refund review
4. Order delays
Shipping and fulfillment can sometimes take longer than expected. If your order has not been completed within a reasonable timeframe, contact us and we will review the case.
For longer delays, we may review whether a refund is appropriate depending on the exact order status.
5. Product condition
If a return is reviewed, the condition of the item may matter. Products that have been heavily used, damaged after delivery, or altered may not qualify.
When possible, send clear photos and explain the issue directly. That speeds things up.
6. Wrong address or customer mistakes
If incorrect shipping details were entered at checkout, that can affect whether a return, replacement, or refund is possible.
Always double-check your name, address, postcode, phone number, and email before placing an order.