RETURNS POLICY

We happily accept online ordered returns on full priced items within 14 days. If you are in any way unhappy with your goods you may send them back for an exchange, credit note or refund. All items must be unused and in original condition with original packaging. Please note all footwear must have original, undamaged shoeboxes with no sole markings or scratches.

SHIPPING COST FOR RETURNS

Australian orders:

The shipping cost for all returns and exchanges is free from all Australian destinations.

Shoes may be returned and exchanged for another size of the same style with free shipping charges for both the incoming 'return' and outgoing 'exchange' shipment. If an exchange for a different colour or style is requested, this is treated as a 'return' and 'new purchase' so only the incoming 'return' shipping charge is free.

International orders:

The shipping cost for all returns and exchanges from International destinations is payable by the customer. (This allows us to keep the initial outward shipping charges to a minimum).

Customers may use their own preferred method of postage, and an additional 14 days are allowed for the shipment to arrive back to the habbot returns address once an RAN has been issued (28 days in total).

Customers are advised to register or insure their parcel as habbot does not accept liability for any returned items until they are safely received at our returns address.

REFUNDS

Shoes may be returned for a full refund if the above returns & exchange policy requirements are met. Refund amount excludes the cost of the initial shipping to you.

Please allow 4 weeks for your return to be received, processed and to appear on your credit card statement. You will receive a confirmation email once your credit card has been refunded.

On rare occasions, we may decline to offer a refund, even if it's within the returns timeframe. This should only occur if the returned product is damaged by someone other than a habbot team member or the manufacturer. If this is the case, we'll advise you that a refund has been declined and we'll return the product to you. This means that shoes must be returned unmarked, without signs of wear and tear and in their original, undamaged shoe box.

RETURNS & EXCHANGE PROCEDURE

If you wish to exchange or return an item, please advise us by email at info@habbotstudios.com within 7 days of receiving your shoes so we can issue you with a Returns Authorisation Number (RAN).

Please include the following information in your email;

  • Order number
  • 3 details of style you would like to Return/Exchange: 1. name, 2. colour, 3. size.
  • Whether you would like to return for refund, or exchange for another size.

We will email you back with confirmation of your return request, and Australian customers will also receive an Australia Post eParcel dispatch label attached to the email as a pdf. This label should be printed off (on a laser printer) and taped to the outside of the parcel. (If you do not have a laser printer we are able to post the label to you). The parcel should then be taken to any Australia Post retail outlet counter within 14 days of receiving the confirmation email, where the customer will receive a proof of posting receipt bearing a unique barcode number which can be used to track the parcel at www.auspost.com.au/track/. No postage is required to be paid at the retail counter. (The parcel must be scanned at the counter - do not post the parcel at a postbox).

International customers International customers (including New Zealand) should also follow steps 1-3, but need to make their own postage arrangements back to habbot in Australia. Customers may use their own preferred method of postage, and an additional 14 days is allowed for the shipment to arrive back to the habbot returns address once the confirmation email has been sent (28 days in total).

Once we have received and inspected your returned shoes, we will send you an email to advise that we’ll be sending out the exchange item for free, or processing your refund within 5 days. (Please allow up to 4 weeks for your refund to appear on your credit card statement.)"

FAULTY ITEMS

Should you receive an item that is not in perfect condition please contact us immediately by email on info@habbotstudios.com.

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

We will ask you to return your shoes to us for inspection and will contact you by email afterwards to discuss a suitable solution. The cost of return shipping will be free.

Where possible, we will repair faulty items. If we need to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. If the item cannot be repaired or replaced you will receive a full refund, along with our full 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 Returns & 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.