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Shipping & Returns

Orders placed on Von-Röutte online store may be returned within 15 days of delivery. Returned items must be unworn, unmarked, unwashed and with all packaging. Please note that shoe boxes, dust bags and stuffing are considered part of the product and must be included when returning your order. We recommend and encourage customers to try shoes on carpet to ensure that dirt is not collected on the sole.

Full priced items may be returned for an exchange, credit note with no expiry date or full refund (excluding original shipping costs).

Sale and Discounted Items can be returned for an exchange or credit note with no expiry date. Sale items are not eligible for a refund, unless deemed faulty. Once the items have been received they will undergo a quality review.

Once cleared, you will either receive your new item (for exchanges) or refund on the cost at the purchase price (excluding the original shipping cost) directly to the original method of payment used for purchase. Returns that are damaged, show signs of wear or do not have their original tags or packaging may not be accepted and may be sent back to the customer.

 

If you wish to initiate a return, please proceed to our return request form.



Return Freight

We offer free return on full priced items purchased within Australia. After submitting your return request, you will be given the return address to send this back to us.

If your order is not eligible for free return, we suggest opting for a tracked service with signature on delivery when returning your item, as Von-Röutte is not liable for any lost or stolen parcels.

For international customers we strongly advise that you check with your local post office for estimated return costs prior to purchase.

Exchanges

Domestic Exchanges: we will cover the cost of shipping the exchange item to you.

International Exchanges: customers will be charged to cover the cost of shipping the exchange item to you.



Faulty Items

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect please notify on contact@von-routte.com. Please provide us with a brief description and upload a photo or two showing the fault of damage. Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Von-Röutte will repair, exchange, credit or refund and item that is deemed faulty of defective. Before and item can be deemed faulty it must be assessed by Von-Röutte. Please note that items that are damaged as a result of wear and tear, incorrect care or mistreat are not considered to be faulty.

Please note we only accept items purchased through Von-Röutte stores. If you have purchased your item from a Von-Röutte stockist, please contact the store where you purchased them from for further assistance.

Refunds

All refunds will be credited to the payment method used to make the original order. Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary between card issuers and unfortunately we are unable to influence this.

Afterpay purchases returned for a refund online will be refunded back through Afterpay. In cases where only part of an order is returned for a refund, Afterpay will automatically update your payment plan.



Incorrect Items

If you have received an item different to the one you ordered, please immediately contact us at contact@von-routte.com.

Credit Notes

We will issue a credit note with the value of your return via email. Credit notes have no expiry date and will include a voucher number to be redeemed online at checkout. Please note credit notes are not refundable or redeemable for cash.

In-Store Purchases: Returns & Exchanges

Any purchases made in Von-Röutte store cannot be returned to the Online Store. For purchases made in Von-Röutte Store, please retain your receipt as proof of purchase. Von-Röutte is not required to provide a refund for change of mind. You may exchange or receive a credit note up to 14 days from date of purchase. You are entitled to a refund, exchange or credit if the product has a major fault or as required under Australian Consumer Law. No refund, exchange or credit for sale items unless the product is faulty.



Shipping Policies

Free Shipping Policies & Costs


Domestic Delivery
From $0 to $149 Flat Rate Shipping - $7.00
$150 or more Free Shipping

International Delivery
$500 or more Free Shipping
0Kg - 0.9Kg $20
1Kg - 2.9Kg $30
Above 3Kg $50

Express Shipping is available for both Domestic and International deliveries - additional fees apply.

All parcels must be signed prior to delivery. Please ensure your delivery address is attended. If your order is unable to be delivered, a redirection fee may apply.

International orders might be subject to customs charges according to each country's legislation. Von-Röutte will not pay for customs fees and charges.


Processing & Delivery Times

Orders received during normal business hours between Monday to Friday will be processed for shipment within 24 hours. Most metropolitan deliveries arrive within 2-3 days in Australia. For regional deliveries please allow an extra 4-6 business days.

If you are outside Australia, deliveries will arrive within 5-15 business days.

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