Dear Customers,
Effective 6th May, our refund policy has changed.
No refunds are available unless the item is faulty or misdescribed.
Please choose carefully, as only size exchanges will be available in the limited circumstances described below.
How To Make Your Return or Exchange:
Check our conditions
CHANGE OF MIND
Please choose carefully.
In accordance with our policy, the Australian Consumer Law and in view of the current administration of Wittner Retail Australia Pty Ltd (Administrators Appointed) ("Company"), we do not offer refunds for change of mind.
If you have changed your mind or selected the wrong size:
- We are happy to offer a size exchange in the identical item of stock (i.e identical style of shoes) within 30 days of purchase, subject to the Company having sufficient stock available to facilitate an exchange ("Size Exchange"). If the Company does not have sufficient stock to facilitate a Size Exchange, no Size Exchange will be available.
- In order to be eligible for a Size Exchange, items must be unworn, in original condition and accompanied by proof of purchase (e.g. receipt).
FAULTY OR MISDESCRIBED PRODUCTS
If your item is faulty or not as described, you are entitled to a repair, replacement (if available) or refund in line with your rights under the Australian Consumer Law.
- For the avoidance of doubt, faulty or misdescribed products do not include issues with normal wear and tear, comfort or fit.
- Please note that the administration of the Company may impact the speed or availability of repairs, replacements and refunds.
SALE ITEMS
Sale items, unless faulty or misdescribed, are not eligible for a refund.
- We are happy to offer a Size Exchange within 30 days of purchase, subject to the Company having sufficient stock available to facilitate an exchange.
- In order to be eligible for a Size Exchange, items must be unworn, in original condition and accompanied by proof of purchase (e.g. receipt).
- Please note that the administration of the Company may impact the speed or availability of repairs, replacements and refunds.
- Your rights under the Australian Consumer Law for faulty and misdescribed sale products remain unaffected, and remedies will be provided in accordance with the terms above.
FINAL SALE and OUTLET ITEMS
Items marked "Final Sale" or included in our Outlet range are sold as-is and may have minor blemishes or imperfections.
- No returns, including refunds, exchanges, or store credits are offered on these items, including for incorrect size or change of mine. That is, no size exchange will be available when you purchase items marked "Final Sale".
- If the product is deemed faulty as defined in and for the purposes of the Australian Consumer Law, we will provide a remedy in accordance with the terms above.
DAVID JONES CONCESSION STORES
All purchases made at a Wittner David Jones Concession store fall under David Jones' Returns and Exchanges. Policy and must be returned to a David Jones store. Wittner retail stores or online cannot accept returns of product purchased in a David Jones Concession store and vice versa. Gift vouchers, e-vouchers and credit notes can only be redeemed in the business of issue. Purchases made within Wittner David Jones Concession stores will not contribute towards a Member’s WittnerCo. reward status.
MYER CONCESSION STORES
All purchases made at a Wittner Myer Concession store fall under Myer's Returns and Exchanges Policy and must be returned to a Myer store. Wittner retail stores and online cannot accept returns of products purchased in a Myer concession and Myer cannot accept returns of products purchased from Wittner retail stores or online. This includes gift vouchers, e-vouchers and credit notes.
BUY NOW, PAY LATER
For returns on purchases paid for using BNPL providers such as Afterpay or Zip, the usual Wittner return policy applies and, if eligible, the refund will be reflected in your payment schedule with the BNPL provider.
LAYBY
The usual Wittner return policy applies to any layby transactions, however the $5 administration fee is forfeited.
Return In-store
- Pop into your nearest Wittner store.
- Make sure you have proof of purchase with you so our team can process your return.
- If your refund meets our return conditions, we will process it for you.
Please note: we can only accept in-store returns if the item being returned was purchased within the same country as the store processing the return.
- Find your store
Online Returns
To place an online return, please follow the steps below:
- First, choose your nearest state from the selection below.
- This will take you to the relevant AusPost returns portal where you can add details of your return.
- A postage label will be sent to the email address you enter and you can print this at home or at your local post office.
- Once this label is affixed to your sealed package, you can post your return!
- Please ensure your completed returns slip and proof of purchase are inside your parcel.
- If you are having trouble locating your returns slip, you can access a new one here.
- Return postage costs are at the responsibility of the customer.
*All costs associated with shipping will be at the customer's expense. If an item bought online is returned for refund, Wittner will not refund any shipping costs incurred during purchase or return.
**If your purchase was made in-store via credit card or cash payment, we can only offer exchanges or credit notes when you return using the online portal.
Exchanges
If your purchase is not quite right, you can exchange it in line with our return conditions.
- If you wish to exchange your item, please visit your nearest Wittner store, where our friendly team will be happy to help.
- If you would like to to exchange via post, simply return your order following the "Online Returns" process above and include the completed Returns Card in your package, noting which item you would like for your exchange.
- Once your returned order is received and processed by our team, we will send out your exchange item free of charge.
- Please note that for exchanges done via post, we can only exchange for items of an equal or lesser value. If your exchange item is of a lesser value than the original, we will process the exchange and refund you the difference.
- If you wish to exchange your order for an item of a greater value, please visit us in store.
International Returns
All returns and exchanges are to be managed in the country and currency of the original purchase.
For International Orders, please post your returns to:
Wittner Shoes1/444 Warrigal RoadHeatherton, VIC 3202Australia
For any further enquiries please contact our customer service team at support@wittner.com.au
Importance Notice
This policy operates in relation to the Company including while it remains in administration. While we will of course comply with our obligations under the Australian Consumer Law, please be aware that the administration of the Company may affect the availability and timing of certain remedies, including refunds, exchanges, repairs or replacements. This policy does not exclude or modify your statutory rights under the Australian Consumer Law.
If you have any questions regarding returns or exchanges during this period, please contact support@wittner.com.au for further assistance.
Administrators' limitation of liability
Please note that:
- the administrators were appointed as joint and several administrators of (among others) the Company on 16 April 2025;
- the administrators do not adopt or take any other step to accept personal responsibility for, or agree to perform or otherwise personally accept, any obligations of the Company under any agreement entered into by the Company (including without limitation any contract with the customer); and
- in purchasing goods from the Company, customers are deemed to acknowledges that the administrators (a) are acting as agents of the Company and are not acting personally, (b) will not, to the maximum extent permitted by law, incur any personal liability whatsoever in respect of any claim, action, suit, loss, damage, cost or expense suffered or incurred by any person arising out of or in connection with any purchase of goods from the Company or any related matter and (c) if, despite the foregoing, the administrators incur any personal liability, the administrators’ liability is limited to the extent to which they are entitled to be indemnified for that liability out of the assets of the Company.
Returns FAQs
What’s Wittner’s return policy?
A receipt and/or proof of purchase is required for all refunds, which will be made in the same tender as original payment. For any store purchase made outside Australia product must be presented in the country of original purchase.
Should an item be defective or wrongly described you can choose between a refund, exchange or credit note. Quality is important to us; any minor defects will be repaired by a Wittner approved quality repairer. We cannot be responsible for fit, comfort and normal wear and tear.
MARKDOWNS
All items sold as “Markdowns” are eligible for a size exchange. We are not able to provide a refund for these products.
FINAL SALE and OUTLET
All items offered in this promotion are sold as-is and are a “Final Sale”. Final sale items may vary in appearance including slight blemishes and colour fading. There are no returns or exchanges accepted unless the item is deemed faulty. No returns or exchanges can be accepted for incorrect size.
DAVID JONES CONCESSION STORES
All purchases made at a Wittner David Jones Concession store fall under David Jones' Returns and Exchanges. Policy and must be returned to a David Jones store. Wittner retail stores or online cannot accept returns of product purchased in a David Jones Concession store and vice versa. Gift vouchers, e-vouchers and credit notes can only be redeemed in the business of issue. Purchases made within Wittner David Jones Concession stores will not contribute towards a Member’s WittnerCo. reward status.
Proof of purchase in the form of a receipt or your Wittner Co online order history for Wittner Co members will be needed to process the return. To join Wittner Co, click here.
Wittner product purchased through David Jones, The Iconic, or any other 3rd party marketplace should be returned directly to that business. As these companies have their own return policies, you should check their web site for specific details.
Can I return or exchange an item without a receipt?
No. Our returns and exchange policy requires our customers to provide a valid invoice/ receipt before we can process their return or exchange request.
How do I return an online order?
You can return an online order in store or through our easy to use returns portal. Please see the top of the returns page for details.
Can I exchange my online order?
Yes you can! You will need to return your shoes via our easy-to-use returns portal. Make sure you fill out the returns slip provided, indicating that you wish to exchange your item rather than refund it. We will then send your replacement out, free of charge.
My shoe is faulty. What should I do?
Faulty merchandise can be returned to any Wittner store or Wittner online within a reasonable timeframe. Your item will undergo a physical assessment by a Wittner Store Manager, where they can determine whether your item is eligible for repair, replacement or refund.
In order to reduce landfill and the impact on the environment, our team will seek, whenever possible, to repair your product to your satisfaction in preference to its replacement.
Can I return a Wittner item to a different location from where I purchased it?
You can return items to any Wittner store in Australia.
New Zealand customers who have purchased from wittner.com.au or an Australian Wittner store, must return their order by post only. Our New Zealand stores cannot accept returns or exchanges for items purchased online or in Australia.
Please note: Shoes bought at Wittner stores cannot be returned to David Jones stores.