Shipping & Returns policy

COVID-19 STATUS

Dispatch Times: 1-2 Business Days

  • Delivery Times: Please visit the courier website (Sendle/Australia Post) Website for up to date delivery times
  • Customer Support Response: 2-3 Business Days

SHIPPING & DELIVERY

Please note: Due to the current health crisis, Sendle/Australia Post are experiencing delays within their delivery network to Victoria and your order may take longer to arrive than estimated below. Please visit the courier website (Sendle/Australia Post) Website for up to date delivery times

We offer free standard shipping on all Australian orders over $50.00; Australian orders below this value are charged at a flat rate of $9.95. Your products are shipped from our store in Victoria and our standard shipping option delivers in 2-6 business days for most Metro and inner-regional postcodes, excluding WA. In busy trading periods, orders may take longer due to high volumes.  Orders placed before noon AEST will be packed and dispatched on business days.

All orders placed after 12 pm (AEST) time will be processed the next business day. Orders received on a weekend or a public holiday will be processed on the next working day. Once your order is dispatched you will receive shipping confirmation and tracking details.

Orders are generally delivered within 2 to 6 days for metropolitan cities in Australia. WA, NT, Tasmania and regional location deliveries may take up to 10 days.

All orders are shipped via Sendle or Australia Post standard delivery, depending on location within Australia.

Customers will be responsible for any errors due to incorrect shipping address.

RETURNS POLICY

At PUCA SHOES we are committed to taking care of our customers. We understand the difficulties that can often occur when shopping online especially for footwear. If you wish to return an item bought online, we are happy to provide a replacement or refund subject to terms and conditions.

REPLACEMENT/RETURNS TERMS & CONDITIONS

Shoes cannot be returned for change of mind with scratched or dirty soles. We suggest you try them on for the first time on carpet to ensure they are in perfect condition.

The shoe box is just as important as the shoes themselves, so please do not alter or damage in anyway – e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being invalid.

We offer free returns subject to terms and conditions as follows:

  • Returned within 30 days of receiving your purchase
  • Item must be in ‘as-new condition, unworn, unused with all tags still attached, without any sole markings or scratches and in original packaging’.
  • Items returned in damaged shoe boxes will incur a $15 repackaging fee.

PUCA SHOES reserves the right to refuse the return if these conditions are not met.

Information required

Please contact our online customer support team by email and we will be more than happy to initiate a return for you, just include the following details:

  • Order #
  • Details of the item you wish to return
  • Reason:
  • Request: Replacement/Return

Return shipping labels

For approved replacement/return requests, our customer support team will get back to you with return shipping labels or pick up arrangements based on your availability.

Processing time

After receiving the returned products at PUCA SHOES and confirming the return in original condition, replacement or refund requests will be processed withing 3 to 5 working days subject to any deductions.

Customers should not make any payments or arrangements for return shipping as these will not be refunded.

Replacement

Customers will not be charged for the new postage when a replacement for size is mailed back to them.

Refunds

Refunds will automatically be processed back onto the credit card or PayPal account used to make the original purchase once we have received your items. Please keep in mind your financial institute can take an extra few days to return the funds to your account.

Exchange

Please note if you are returning your purchased item & wish to exchange it for an item with a difference in value, we will need to refund your original order in full & you will need to make a new purchase for the new item.

Faulty items

PUCA SHOES takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, you will be entitled to the following remedies under the Australian Consumer Law: (1) exchange or refund of items for major failure or faults or (2) exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure.  In assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.

If you believe you have received a faulty item or there has been an error with your shipping, please contact us Naturally, if your product is faulty or incorrect, we will pay for the return delivery of the item.