Frequently Asked Questions
Q - How do I place an order?
A - To place an order, first you need to sign up with us.
Q - The shoes I want aren't available in my size. What now?
A - The stock on our website is an accurate reflection of the stock we have in our warehouse. Please contact our Customer Satisfaction team if you'd like to know if, or when, we'll get any additional stock of that particular shoe.
Q - How do I unsubscribe from your mailing list?
A - On the bottom of every newsletter we send there is an "Unsubscribe" link. Simply click "Unsubscribe" and it's as easy as that. We'll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.
Q - I have seen the same product on another site. Do you price match?
A - We do keep an eye on our competitors’ prices and are in constant communication with our suppliers, however, due to our generous fast delivery and 60-day free return policies; we don’t match the short term price changes of other retailers. We do offer end of season sales, so if you're after a bargain, check out our Sale page.
Q - How can I cancel my order?
A - As we pack all orders soon after they are placed, please contact our Customer Satisfaction team as soon as possible.
Q – How do I search for a specific brand/style?
A – You can search the entire product range on site by using the search bar at the top right-hand corner of the screen. Alternatively you can use the filters on the left hand side of the screen when you’re browsing the 'What's New' or 'Women' categories for example. These will allow you to filter items by brand/category/colour/size/material so you can find what you're looking for quicker.
Q - I tried to check out and the item in my shopping cart disappeared, what happened?
A – We're sorry that you weren't able to complete your order. The stock on iShoes is live and reflects what's available in real time. Placing an item in your shopping cart doesn't guarantee the purchase of an item. Until you've completed the checkout process another customer may have purchased the item, even if it's in your cart.
Q - How do I create an iShoes account?
A – Click 'Sign Up' at the top right-hand corner of the screen. Enter your details in the fields provided.
For more details on how to register, please visit our How to Sign Up & Order page.
DELIVERY & RETURN
Q - When will I receive my order?
A – If you live in Australian metropolitan areas the delivery time is 3-5 business days.
If you live in Australian rural areas the delivery time is 5-7 business days.
Q - Do you deliver to anywhere in Australia?
A - Yes, we deliver to any address in Australia!
Q - How do I return my order?
A - Please visit our Returns/Exchanges page and follow the instructions provided.
Q - How do I return my eBay order?
A - All eBay returns please contact us
Q - Where do I find my Order Number?
A - Your Order Number can be found in two places:
1.At the top of your order confirmation email or
2. On the dispatch invoice found in the box with your order under the heading 'Order Comments'.
This Order Number must be used as a reference number when you are contacting customer service.
Q - How long does the return process take?
A – It will usually take up to 10 working days for returns to come back to the iShoes warehouse depending on the method of return. When the return is approved for a refund, it will be processed by our Finance team within 3 working days.
Depending on your bank, your refund will appear in your account in approximately 1-7 business days.
We may decline to offer a refund if the products are marked, damaged, show signs of wear or do not have their original and undamaged packaging.
For more information regarding refunds, please see our Returns Policy.
Q - How do I change the delivery address after I have ordered?
A - Due to our quick turnaround process, it's important you contact us within 3 hours of placing your order if you've made a mistake.
Q - Do you deliver internationally?
A - For now we only deliver to Australia and New Zealand.
Q - How can I track my order?
A - You should be contacted within 1 business day via email with a tracking code. You can use this code to trace your order on the eParcel website.
Q - Will I need to be present at my nominated delivery address when my order arrives?
A - Yes. Our courier eParcel requires you to be at the nominated delivery address to accept your order.
Please note: If unattended, your order will be delivered to your nearest post office for collection.
Q - Can I exchange my shoes if they don’t fit?
A – Yes we do, we understand that sometimes the shoes may not be a perfect fit, we offer free exchanges on purchases but we do have a 60-day returns and exchange policy.
Q - What forms of payment are accepted?
A - iShoes accepts PayPal as well as MasterCard, VISA, American Express and AfterPay.
Q - Can I use AfterPay in an iShoes store?
A - We do not offer AfterPay in store, however we do offer ZipPay in store!
Q - I have a voucher code. How do I apply it?
A – You can apply your voucher code at the checkout after you've filled in your details. Under 'Review Your Order', simply enter the code into the 'Voucher Code' box and click 'Apply'.
Each voucher code has unique terms and conditions. If you're having trouble using your voucher please contact our Customer Satisfaction team.
Q - Is it safe to use my credit card on iShoes?
A - Yes! iShoes understands that the safety of your personal information is extremely important to you. We use globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access.
Q – What is PayPal?
A – PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. PayPal has over 100 million member accounts in over 190 countries. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant.
For more information, please visit the PayPal website.
Q – What is Afterpay?
A – Afterpay is a simple payment method for online purchases enabling buyers and purchasers to make purchases now and pay later, without the need for a credit card. Afterpay is a simple interest-free payment solution that is accepted in all iShoes stores and iShoes Online. For more information, please visit the Afterpay website.
Q - I am having problems browsing the iShoes website. What should I do?
A - If you have any other browsers (i.e. Firefox, Google Chrome, Safari) try using those. If the problems continue, please contact our Customer Satisfaction team.
Q - What are cookies? Do I need to enable them?
A cookie is a small amount of data that is sent to your browser from a website and is stored on your computers hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each website can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each website can only access the cookie they have sent to your hard drive, not the cookies sent by other websites.
You need to enable cookies on your browser to enjoy all the shopping features on iShoes. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to access your account information be sure to log out before leaving your computer unattended. You can log out by clicking on the "Logout" link at the top of the page.