Because all our footwear and leather products are made-to-order it is important to make your choice carefully.
What is your Return Policy?
This depends on the product you order.
- Ready To Wear (RTW) ORIGINAL Jack or Gordon Boots We are able to accept exchanges if you contact us within 7 days of receipt of the goods. After 7 days, no returns or exchanges will be accepted. Original shipping charges and any duties and taxes you paid for your parcel are non-refundable. All return postage costs are borne by the customer. Please refer to "How Do I Make A Return" for more information below.
Items to be exchanged must be in their original unused packaging in original condition or the exchange will not be accepted. The returned boots must be free from wear both inside and on the sole, stains, odor or any condition that would prevent the item from being sold as new.
All boots should be test-driven on a rug or carpeting as we will not accept boots for exchange with worn soles. Exchanges that do not meet our policy will not be accepted and will be sent back to the customer at the customer's expense.
- Made-to-order leather goods
Customized goods (such as aprons with brass plaques, for eg), or standard goods that have been made up for a customer are not returnable as we have made this up specifically for you. For example, if we didn't have an item in stock and you've ordered a bag in a particular colourway that we've made up specifically for you and your order, this is not exchangeable.
If you have purchased an item that was in stock from our store, you have 7 days from receipt of the goods to get in touch with us to make your exchange. Return shipping costs are borne by the customer. The item must come back to us unused and unworn. We will check the condition of the goods upon their return. If we find the item is not in the same condition as it was when originally sent to the customer, the cost of returning the product to the customer will be borne by the customer. Please note, we do not offer refunds so a returned item can be exchanged for another product or a store credit.
- Belts Be careful to consult the fitting guide (https://wootten.com.au/how-to-calculate-your-belt-size/) before you purchase. As all of our belts are made-to-order (we actually don’t have any sized up stock sitting on a shelf waiting to be ordered) we don’t offer exchanges or refunds if the fitting is incorrect or if you change your mind. If you are unsure of how to use the fitting guide or would like assistance to help determine the size you need get in touch with us by phone or email, or in person, and we will help you through the process.
- Made-to-order standard size range - ALL FOOTWEAR OTHER THAN THE ORIGINALS BOOT RANGE
Be careful to consult the fitting guide before you purchase. As all of our footwear and belts are made to order and to your specifications (we actually don’t have any stock sitting on a shelf waiting to be ordered) we don’t offer exchanges or refunds if the fitting is incorrect or if you change your mind. If you are unsure of how to use the fitting guide or would like assistance to help determine the size you need get in touch with us by phone or email, or in person, and we will help you through the process.
- Custom-made/Bespoke footwear
If you purchase custom-made footwear this item will be designed and crafted to suit your specific measurements and requirements. Because of this the product will not fit anyone else (unless they have exactly the same feet and style as you!). This means that we will not be able to offer an exchange for these orders.
We will endeavour to rectify any problems you have with your order and will offer you the opportunity to request changes to the footwear during the fittings prior to completion.
If you are experiencing fitting problems within 6 weeks of purchasing the item we will endeavour to address these for you. We will ensure that there are no material or manufacturing faults. If footwear is deemed to have a manufacturing or material fault that is not part of normal wear we will rectify the problem, either by repair, exchange or refund, however the determination of what is a manufacturing fault is solely Wootten’s and a refund will only be offered if we deem this to be the only available outcome. Rest assured we have been making footwear for over 20 years and have always ensured that our customers are satisfied with their footwear, both from a comfort and durability standpoint.
Custom made shoes are designed to meet your needs and we will work with you to make sure you get the product you are after. However, it is important to bear in mind that we are only human and some footwear styles can’t be made to perfectly fit, even by us! But if we have concerns about your style request we will let you know when you order them.
I ordered the wrong size!
The only range which is exchangeable in our footwear, are the Jack Original Boots and the Gordon Original Boots. In the instance where we have stock, we will be able to send another size out on receipt of the returned pair. Please refer to our Returns Policy for more detail. If we don't have your size in stock and they need to be made up, we will contact you with the current timeframes for delivery on receipt of the returned pair.
Unfortunately due to all of our other shoes and boots being made to order, we cannot offer an exchange in this circumstance. Make sure to closely follow our comprehensive fitting guide and check the dimensions of what you are ordering when deciding what size to order. Look at our return policy above for more information.
Belts Please note our belts are cut to size and as such we are not able to offer returns or exchanges on these items
How do I make a return?
If you have purchased a standard item that was in stock from our physical shop, you have 7 days to get in touch (email is available 24/7 to make contact) with us to make your exchange. After 7 days no exchanges will be accepted. The item must be unused and unworn. We will check the condition of the goods upon their return. Note we do not offer refunds so the item can be exchanged for another product. Please see our return policy above. If we have made up the product specifically for your order (ie: it wasn't in stock), this is unable to be returned.
To complete your return, we require you to contact us via email within 7 days of receipt of your goods. Returns must be agreed upon with our customer service team prior to shipping to us via an email to firstname.lastname@example.org. Return postage costs are borne by the customer. Once we have confirmed the return, please send them to:
20 Elizabeth Street
Delacombe VIC 3356
03 9510 6503
Please include a note in your exchange package with the following information:
Email and Phone Number
Original Order Number
Specify Size Needed For Exchange or Alternative Product or Store Credit
Please allow up to 10 business days for your exchange to be processed once it’s received at our workshop. Wootten does not assume responsibility for reimbursement or compensation of returned packages that are lost in transit without proof of delivery to Wootten. Risk of loss and title for goods purchased from Wootten pass to you upon delivery of goods to the carrier. You are responsible for filing any claims with your carrier for any lost or damaged shipments. Use your preferred carrier at your own cost and return to the aforementioned address.
Cancellation of order
If you wish to cancel your online order please try and do it immediately via phone (+61 3 9510 6503) or email (email@example.com) before we have any chance of already getting your order on the way. This is more pertinent for goods where we might have the stock on hand to send immediately, or on the same day as your order. Once an item has been sent or cut out, then the order is considered final. For made-to-order items, this applies once production has commenced (eg: the item has been cut out).
Please note that cancellation of online orders that have not been commenced can be refunded, but will be minus the Paypal fee that we are charged regardless or whether the order goes ahead or not.