free returns & exchanges

Not the right size?

We offer free domestic returns & exchanges on full price orders within 15 days.
For international orders and sale items, please see our Return Policy.
Please fill out the form below, and we will send you the instructions for your return.



shipping fees


Australia

• Free Shipping on orders over $150
• $10 flat fee on orders below $150

Delivery time:
• 1 - 3 business days in metro areas
• 4 - 6 business days in regional areas


Rest of the world

• Free Shipping on order over $500
• $30 flat fee on orders below $500

Delivery time:
• 5 to 15 business days depending on your location

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


General return information

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.

Orders placed between 30th of November and 20th of December are eligible for an extended return policy. Arrange your return for an exchange of refund by January 31st.Any returns received after that are only valid for a credit note.

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.

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.

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.

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.

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

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.

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.

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.

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, no refunds unless required by law. Returns other than for faulty items must be made within 7 days for either credit note or exchange, with proof of purchase. Returned products must be in original condition and must not have been worn, altered or washed. All tags must remain in place. No refunds or exchanges on sale items unless faulty or required by law.

In the case of gifts, we will issue a special card which will allow you to exchange it within 5 days.