Refund and Returns

Updated February 2025: At Trimly, we want you to shop with confidence. If you're not completely satisfied with your purchase, we will gladly accept returns within 30 days of receipt. Please review the details below to ensure the return criteria are met for a smooth return process.

1. Returns & Eligibility

You can return any item within 30 days of purchase, provided it meets the following conditions:

The item is unused and in its original packaging
Proof of purchase is provided (invoice number or receipt)

We do not accept returns for:

Items that are damaged post purchase, used or missing parts
Seconds or clearance items (final sale)
Gift Cards
Opened perishable items from the Boot Black range

Shoe Stretchers: Due to the nature of their use, returns for shoe stretchers will be eligible for store credit only, unless the item is deemed faulty. Returned stretchers must be unused and in original condition.

2. Faulty or Damaged Items

If your item is faulty or arrives damaged, you may request a replacement or full refund. To report an issue, email info@trimly.com.au with a description and photos.

Please note that normal wear and tear, accidental damage, or improper use (e.g., forcing a shoe stretcher beyond its intended capacity) are not considered faults and will not be eligible for a refund.

3. Exchanges

With so many different shoe shapes and foot sizes, finding the perfect fit isn’t always guaranteed. In most cases, simply sizing up or down will do the trick. If you need a different size or style, we’re happy to offer an exchange, subject to availability.

If the item is out of stock, you can choose between store credit or a full refund for the original purchase amount.

To check availability before returning your item, please email info@trimly.com.au.

2. How to Return an Item

Before returning an item, ensure that:

It was purchased within the last 30 days.
It is unused (testing for fit is permissible) and in its original packaging (a $5 replacement fee applies for lost or damaged packaging)

To initiate a return:

Securely pack the item into its original packaging.
Place the product and its original packaging in a mailer bag or shipping box - do not use the original packaging as the mailer.
Email info@trimly.com.au with the issue, and provide images if you're experiencing issues with the product. One of our team will provide return instructions and a parcelpoint link to return the item(s)
Ensure you enter your ORDER NUMBER and FULL NAME otherwise we will not be able to identify your returned item and it will be placed aside.
Ship the item and provide tracking details to our customer service team (recommended). Note: we do not track returning items.

Return shipping is free - Trimly will cover the cost of postage to us. For exchanges, a $12 redelivery fee applies to send the new item back to you. Alternatively, you may request a full refund and reorder via our website.

5. Refund Process

Once we receive your return, we'll inspect it and notify you via email. Approved refunds will be processed within 7 days to your original payment method, excluding any shipping fees paid thereof.

4. Consumer Rights & Final Notes

Our return policy does not affect your rights under Australian Consumer Law. If a product is faulty, unsafe, or does not perform as advertised, you are entitled to a remedy, including a refund, repair, or replacement.

We understand that not every purchase works out, and we do our best to assist, but we also expect basic courtesy and respect in return. We stand by our products, our service, and our commitment to fairness. For those reading this, please know that we are always happy to help when approached in good faith. We reserve the right to cease communication with customers who are abusive and/or disrespectful.

For any questions, contact us at info@trimly.com.au.