RETURNS POLICY

We happily accept eligible returns within 14 days of receipt.  For orders where “Ship” has been chosen the 14 days starts from the date of delivery and includes any deliveries taken to the Post Office (or equivalent).  For orders where “Local Pick Up” has been chosen the 14days starts from the date of the confirmation email.

Please always try your shoes on a carpeted surface to avoid damage to the soles until you're certain they are the right fit for you.

If you need to return your shoes for a refund or exchange, they need to be returned unmarked, buckles or laces done up, paper inserted and in their original, undamaged black habbot shoe box as this is considered part of the product. Please ensure you include your returns card with your return.

Please note: All shoes marked as ‘final sale’ (eg. $90 last pairs & samples) are not eligible for a refund or size exchange.

See below for more details on our returns procedure 

Store purchased items:

Any items purchased in our studio store may be returned for an exchange or returned to a credit voucher.  habbot credit vouchers have no expiry date.  We do not offer refunds for store purchased items.

ONLINE RETURNS - AUSTRALIA

habbot offers complimentary returns postage for Australian returns.

The shipping cost for all returns from international destinations (including New Zealand) is payable by the customer.  Customers may use their own preferred method of postage to return the shoes to us although we recommend using insurance and/or registered mail as habbot does not accept liability for any returned items unless they are safely received. 

Returns address: habbot, 98 Wellington Street, Collingwood, 3066. Australia.

An additional 14 days are allowed for the shipment to arrive back to the habbot returns address (giving you 28 days in total).

Once we have received and inspected your returned shoes, we will process your refund.

International customers requiring an exchange will be refunded in full for the returned order and are requested to place a new order for the exchange pair.

Please note: All shoes marked as ‘final sale’ (eg. $90 last pairs & samples) are not eligible for a refund or size exchange.

EXCHANGE PROCESS:

If you wish to exchange your shoes for a smaller or larger size in the same style and colourway, please email us at info@habbotstudios.com so that we can advise if that size is available and place it on hold for you. 

We are unable to exchange between styles or colourways. If an exchange for a different style or colour is requested you will need to return your original pair and purchase your preferred style.

Complete the returns postcard included in your order paperwork and tick the box for exchange. Remember to include this postcard with your returning items.  Free regular shipping applies to both the incoming ‘return’ and the outgoing ‘exchange’ parcel.

REFUND PROCESS:

Shoes may be returned if the above returns policy criteria are met. Refund amount excludes the cost of any paid shipping. Complete the returns postcard included in your order paperwork and tick the box for either a credit voucher or refund to your original payment method. Remember to include this postcard with your returning items.

You will receive a confirmation email once your refund has been processed.  Please note that your chosen financial institution may take up to 10 days to process your refund after that.

On rare occasions, we may decline a full refund, even if it is within the returns timeframe. This should only occur if the return product is damaged by someone other than a habbot team member or the manufacturer.  If this is the case, we will advise you that a refund has been declined and we will either return the product to you or your refund will be adjusted to consider any cleaning or repair costs.

RETURN SHIPPING:

Use this link to generate your own FREE returns label: return.auspost.com.au/HABBOT

Your printable return label will be emailed to you from Australia Post so please check your spam/junk folder if you do not see it in your inbox. If you have more than 1 parcel to return, you will need to lodge a new returns request label for each parcel.

If you do not have a printer at home, you will be able to print off the label at your local Post Office.

ONLINE RETURNS - INTERNATIONAL

The shipping cost for all returns from international destinations (including New Zealand) is payable by the customer.  Customers may use their own preferred method of postage to return the shoes to us although we recommend using insurance and/or registered mail as habbot does not accept liability for any returned items unless they are safely received. 

Returns address: habbot, 98 Wellington Street, Collingwood, 3066. Australia.

An additional 14 days are allowed for the shipment to arrive back to the habbot returns address (giving you 28 days in total).

Once we have received and inspected your returned shoes, we will process your refund.

International customers requiring an exchange will be refunded in full for the returned order and are requested to place a new order for the exchange pair.

FAULTY ITEMS

Our shoes are handcrafted by shoemaking experts in a family-owned factory in Italy. Due to the nature of handmade items and the use of natural materials such as leather, minor variations can occur. All orders are checked as part of our quality assurance process before being sent out, however if an item has arrived in a condition you consider faulty, please contact us immediately by email on info@habbotstudios.com.

Goods are classified as faulty where there is an issue that has occurred during the manufacturing process. This could be a defect in the material or workmanship.

Please note if we ultimately conclude that the damage is a result of wear and tear, or inappropriate use, we will not consider the item to be faulty. Examples of this include scuffing, scratches, marks on the leather or heel cap wear created by the customer.

In order to resolve the matter quickly, please email photos of the issue along with your order number as soon as possible to the email listed above. We may ask you to send your shoes back to us for an assessment, please note in this case you will not be charged for shipping.

Our store policy is to repair items where possible. If an item is unable to be repaired, we will offer an exchange. Please note that exchanges are only applicable for the same product in the same size, subject to availability.  If the item cannot be repaired or replaced you will receive a refund, along with our apologies.

GIFT RETURNS

If you wish to return products you have purchased using a Gift Voucher or been given as a gift, you are welcome to exchange for another size or receive a store credit.

Please follow the exchanges procedure above for any gift item returns. An additional 7 days is allowed to complete a gift return. (In this instance, we will need the name or email address of the original purchaser to enable us to track the original order date and process your gift return/exchange).

Gift Vouchers are non-transferable and may not be returned or redeemed for cash.