Refund and Returns
A product purchased from Trimly may be returned to us within 30 days of purchase accompanied by proof of purchase. The item must be unused and in its original packaging.
1. Items that can be returned:
All shoes can be returned within 30-days or purchase in original condition and packaging - no questions.
Faults: If you have received an item damaged, you can exchange your item for the same product in the same variation, subject to availability. If a faulty item cannot be repaired or replaced we will offer a full refund.
Shoe Trees: All shoe trees are guaranteed against mechanical failure or manufacturing defect. We do not replace shoe trees that have been misused or broken through forced use.
Please email us at firstname.lastname@example.org. Identify the product defect with accompanying images [and as requested]. We cannot proceed without this information.
Exchanges: If you have selected an item that is the wrong size or colour, you can exchange your item for the same product in the variation you require, subject to availability. If the product variation is not available, you are entitled to store credit. To exchange an item follow the instructions via our Exchange Items page.
2. Items that cannot be returned:
Change of mind: We do not accept return items based on the change of mind - see Consumer Affairs for more detail.
Damage: Damage due to wear and tear, poor handling or cleaning methods are not considered faulty and cannot be returned.
Items not in their original condition or packaging.
3. Returning items by mail
Check that you qualify for a return
- Were the items purchased in the last 30 days?
- Are your items in their original condition?
- Are they still in their original packaging or box (we consider this a part of the product)?
Once you have checked you qualify for a return, pack the items you want to return into the original packaging or branded box and ensure they are returned to us within the 30-day period. It is also wise to email us tracking information.
Please return the item to:
Level 24, 570 Bourke Street
Melbourne, Victoria, 3000
For exchanges, please email us first on email@example.com to ensure we have your size in stock. We will also provide you a link to send your unwanted item back, on us.
4. Cost of Return Shipping
Trimly will only cover the cost of return shipping if the item is deemed faulty or incorrect through no fault of the customer.
If you qualify for a refund, you should expect to receive your refund within four weeks of sending the return item to us - in many cases the refund will happen quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).