FAQ

CLICK & COLLECT

  • How does Click & Collect work?

    When viewing products online you will see a list of stores that are close to your current location, or, you can type in a postcode to refine the list further.


    To see store results by postcode, you can simply enter it into the Postcode field, click ‘Go’ and the list of nearest stores will be refreshed based on shortest distance to the postcode.  


    When you click on a store name a window will appear displaying the store name, address and map location. Product information such as the item name, item number, colour and available stock quantities for that store are automatically populated. If the item has more than one available colour, you can click on another swatch option to see updated stock availability at that store. If you wish to make a phone enquiry to that store to reserve a product, you can simply refer to the “Reserve a product” area where you can find the stores direct phone number.


    Alternatively if you wish to email the store, you can simply click on the “Email Store” button next to the store address.  This takes you directly to an email form, where the subject line is automatically filled in based on their selected product. You will be required fill in your name, email and enquiry, and then click the “Submit Enquiry” button.  Once your email has been sent, you will receive a confirmation.  A store member will review your email and contact you shortly after.

    To reserve a product, please contact the store directly to confirm your size is available and the period of time that this product can be put aside for you.

    Please note: All efforts have been made to ensure that the stock availability listed is accurate, however it cannot be guaranteed. This being the case, please ensure that you do telephone the store on the above number before making your journey, as per the product reservation procedure described above

DELIVERY LOCATIONS / TYPES

  • Christmas Delivery (Aus Only)

    To ensure delivery before Christmas, please place your online orders before these cut-off dates:

    • Western Australia/Northern Territory/Far North Queensland – December 13
    • Queensland – December 15
    • Victoria/South Australia/Tasmania/New South Wales – December 18
  • What shipping types do you offer? How much are they?

    Williams Online offers free Standard shipping for Australian orders for a $9 flat rate. For Australian orders valued at $65 or more, all orders automatically qualify for Free shipping (at the Standard shipping delivery time). There is also the option of upgrading to Priority shipping within Australia, for $14 flat rate on all orders.

    You will be responsible for the cost of any international shipping which will be added at the Shopping Cart and Checkout pages upon selection of non-Australian shipping country. International orders will generally be shipped at the UPS Saver delivery rate which is calculated depending on total order size and weight and on shipping destination. 

    All shipping prices are stated in Australian Dollars $AUD. 

  • Standard Delivery

    From our warehouse straight to your door, Williams Shoes offers a bargain $9 flat rate shipping for all orders. Standard delivery orders are shipped by Australia Post and will generally be received within 2-5 business days after processing. Standard delivery may take longer in certain rural areas.

    A signature may be required on delivery, so please provide a delivery address where someone will be available to receive your goods. A work address is often a good option. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up.

  • Free Shipping

    Free shipping offer is applied at checkout for purchases valued at $65 or over. Free delivery promotion can not be applied retroactively to historical orders or to orders that have been adjusted. Free delivery promotion is valid for Australian standard ground shipping within the Australian mainland and Tasmania.

    Standard orders will generally be received within 2-5 business days, however they may take longer in certain rural areas. Offer is not redeemable for cash and not valid for gift card purchases, against prior purchases, lay-bys or in conjunction with any other offer.

  • Express/Priority Delivery

    Can't wait to get your hands on your latest purchase? Take advantage of the Williams Online Priority shipping $14 flat rate for all orders. Priority delivery orders are shipped by Australia Post Express Post and will generally be received the next business day after dispatch. Dispatch will take 1-3 days to process. Priority service may take longer in certain rural areas.

    Please note, orders received after midday may be dispatched the following day. A signature may be required on delivery, so please provide a delivery address where someone will be available to receive your goods. A work address is often a good option. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up.

    For more information visit: www.auspost.com.au/parcels-mail/delivery-areas.html

  • How will my order be shipped?

    We have a network of couriers and postal services to get your order to you as quickly and securely as possible. Our main carriers are Australia Post eParcel for domestic deliveries and UPS for International deliveries. On occasion, we may use other carriers.

    All deliveries are subject to the carrier’s own terms and conditions and, for international deliveries, to local and international laws regulating the importing of goods.

  • Do you ship internationally?

    Yes, Williams Online now delivers to Australia, Hong Kong, Malaysia, New Zealand, Singapore, South Africa, United Kingdom and United States. Stay tuned for information on more countries we can deliver to.

    All prices are stated in Australian Dollars $AUD. 

  • What does International Shipping include?

    We currently ship internationally to Hong Kong, Malaysia, New Zealand, Singapore, South Africa, United Kingdom and United States, but stay tuned as we add more countries.

    You will be responsible for the cost of any international shipping which will be added at the Shopping Cart and Checkout pages upon selection of any of any of the non-Australian shipping countries listed above. 

    To ship to these countries, we usually offer a UPS Saver delivery rate which is calculated according to total order size/weight and shipping destination and will generally be delivered within 2-7 days depending on destination country. Delivery time may vary for regional areas. 

    You will also be responsible for any customs duties, foreign taxes, currency conversion fees or other charges which may be incurred as a result of importing of the goods into an overseas country. Please note the prices on the online store and the carrier shipping costs DO NOT include these charges.

  • Can you deliver to my work address?

    Absolutely! Please include the business name and any building specific details (such as level number, unit or suite number etc) in the delivery address of your order. This will help the delivery driver find you more easily. A signature will still be required on delivery.

  • Do you deliver to PO Box addresses?

    Since we require a signature upon delivery, we cannot deliver to PO boxes. Please ensure that you provide a physical street address when completing your shipping details.

  • How can I contact Customer Service?

    Australian customers may call our Customer Service team on 1800 101 285 or email us at customerservice@williams.com.au.

    International customers can reach us via email at intlcustomerservice@williams.com.au

  • What is your returns policy?

    Williams aims to make your online purchasing experience as easy as possible, particularly returns. Please see our Returns and Exchanges - FAQs section for full details.

TRACK MY ORDER / LOST ORDERS

ONLINE ORDERING

  • How To Order Online (Australian orders)

    Adding items to your bag

    Browse through our Women's Shoes, Men's Shoes, Kid's Shoes or Sale categories and click on a product image for more detailed information. There are size and/or colour options for most items. Select the size and colour you would like to order and click on the "Add To Bag" button. You will notice a preview window will pop up on the top-right corner to confirm that your item has been added to your bag.  

    Your Shopping Bag

    You can review the items in your shopping bag at any time by clicking the "My Bag" button at the top right of the page. To amend the order quantity: Change the number in the "QTY" box; and select the "Update Shopping Bag" button. To delete an item from your bag, click the "remove from" shopping cart icon at the end of the row. If you have a promotional code, enter it at this time in the "Promo Codes" box then click the "Apply Code" button.

    The shopping cart Country defaults to Australia. If your cart value is less that $75, the "Standard Shipping" ($9) option is preselected for you. If your card value is $75 or more, the cart recognises this and automatically offers you "Free Standard Shipping". However, you can always opt to choose "$14 Priority Shipping" by selecting this radio button underneath the Standard or Free Shipping option.

    When you are ready to finalise your cart, click on the "Proceeding To Checkout" button.

    Your Checkout

    Billing and Shipping Details

    Our checkout will prompt you to enter your Billing and Shipping details. If you are logged in with your Williams online account, your latest details will already be populated. If you are processing your order as a guest, you will need to type in your Billing and Shipping information. All fields marked with an asterisk (*) are mandatory.

    You can choose to nominate a different shipping address to your billing address. Simply un-tick the box called "Ship To Same Address" then click "Edit" to begin completing your shipping information. A blank In the Suburb field, begin typing the first few letters and then select your suburb from the drop-down list. Your State and Postcode will be automatically populated for you. Click "Save" to submit your address information. 

    Fusion Rewards

    If you are Fusion Rewards member, and your online account is linked with your Fusion Rewards card number, you will notice a Fusion Rewards panel in the centre of the Checkout. This tells you your current points balance and how many points you will earn with this order. If you have a minimum of 100 points, you may as much as you wish against your order.

    Simply tick the box called "Use Fusion Rewards Points" and from the scale, move the indicator from left to right, to nominate the amount of points you wish to use. As you move the scale from minimum to maximum, the points and dollars owed will automatically change in the Payment summary. 

    Payment Method

    It is important that you check and confirm all your order and personal details carefully, before you complete your payment details. In the "Payment Method" column, nominate your payment preference. To pay directly with your credit card, select from MasterCard or Visa and fill in your cards details. Once you are satisfied that all of the order details and payment information are correct, click the "Submit My Order" button. 

    If you choose PayPal, review your order information in the order summary and click on the yellow "PayPal Click here to pay" button at the bottom. This will take you to the secured PayPal site where you can choose to purchase with your preexisting PayPal account (your personal PayPal login is required) or pay with your credit or debit card and follow the prompts to process via this service.

    When your order has been processed, the Williams webpage will present you with an order confirmation. We will send you an email confirmation as your tax invoice with your order details summarised.

    Please ensure that all your name, email address, billing and shipping addresses, and phone number details are correct. Your contact and payment details are securely stored throughout the online purchasing process. You can read more about your privacy and online security here.

    Email us at customerservice@williamsshoes.com.au if you have any questions or there are any problems with your order.

  • How To Order Online (International orders)

    Adding items to your bag

    Browse through our Women's Shoes, Men's Shoes, Kid's Shoes or Sale categories and click on a product image for more detailed information. There are size and/or colour options for most items. Select the size and colour you would like to order and click on the "Add To Bag" button. You will notice a preview window will pop up on the top-right corner to confirm that your item has been added to your bag. 

    Your Shopping Bag

    You can review the items in your shopping bag at any time by clicking the "View Bag" button at the top right of the page. To amend the order quantity: Change the number in the "QTY" box; and Select the "Update Order" button. To delete an item from your bag, click the red “X Remove From Bag” link underneath the item you wish to remove. If you have a promotional code, enter it at this time. If you’ve made any changes to your order, click the "update order" button to update your order before proceeding to the checkout.

    To nominate a non-Australian Shipping country, click the "Change" button in the "Shipping Method" box. From the dropdown "Country" list, select the Shipping country and allow the page to update. Enter the State and/or Postcode information in the appropriate field. Note: Not all countries require a State field; in which case the State field will not appear. Click "Find Shipping Cost" to calculate the Shipping and Handling cost for this order.

    To continue, click the red “Proceed To Checkout” button at the bottom right.

    Your Checkout

    Billing and Shipping Details

    Our checkout will prompt you to enter your Billing and Shipping details. If you are logged in with your Williams online account, your latest details will already be populated. If you are processing your order as a guest, you will need to type in your Billing and Shipping information. All fields marked with an asterisk (*) are mandatory.

    Your shipping address and your billing address can be different. Simply un-tick the box called "Ship To Same Address" then click "Edit" to begin completing your shipping information. Click "Save" to submit your address information. You will notice in the next column under Shipping Method, that the UPS Saver rate has been updated.

    Fusion Rewards

    If you are Fusion Rewards member, and your online account is linked with your Fusion Rewards card number, you will notice a Fusion Rewards panel in the centre of the Checkout. This tells you your current points balance and how many points you will earn with this order. If you have a minimum of 100 points, you may as much as you wish against your order.

    Simply tick the box called "Use Fusion Rewards Points" and from the scale, move the indicator from left to right, to nominate the amount of points you wish to use. As you move the scale from minimum to maximum, the points and dollars owed will automatically change in the Payment summary. 

    Payment Method

    It is important that you check and confirm all your order and personal details carefully, before you complete your payment details. In the "Payment Method" column, nominate your payment preference. To pay directly with your credit card, select from MasterCard or Visa and fill in your cards details.

    If you choose PayPal, review your order information in the order summary and click on the yellow "PayPal Click here to pay" button at the bottom. This will take you to the secured PayPal site where you can choose to pay with your PayPal account (your personal PayPal login is required) or pay with your credit or debit card.

    Once you are satisfied with all of the order and payments information are correct, click the "Submit My Order" button. When your order has been processed, the webpage will send an order confirmation. We will send you an email confirmation as your tax invoice with your order details summarised.

    Please ensure that all your email address, billing and/or shipping address/es and phone number are correct. Your contact and payment details are securely stored throughout the online purchasing process. You can read more about your privacy and online security here.

    Email us at customerservice@williamsshoes.com.au if you have any questions or there are any problems with your order.

RETURNS & EXCHANGES

  • Do you offer returns?

    Williams aims to make your purchasing experience as easy as possible, however we understand that sometimes an item is not always suitable and needs to be returned.

    We will provide you with a refund or exchange where goods are faulty, wrongly described, different from the style shown or do not do what they are supposed to do.

    If you change your mind, you may return your item within 14 days if the goods are unworn with all original tags still attached.  Return for change of mind is available to Australian customers only.

    Your order receipt or proof of purchase must be presented at the time of any refund or exchange.

    Any refunds will be given in the same way as you originally paid for the goods. EFTPOS and credit card refunds will be processed against the original cardholder details.

    If you would like to exchange the goods, you may visit your nearest store to do so. Contact us if you are unable to visit a store.

    No refunds will be given for change of mind on clearance or Mid Season or End of Season sale items. You may however exchange these sale items by taking them to your nearest store, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached. Contact us if you are unable to visit a store.

    Gift cards are excluded from this policy.

  • Can I return or exchange an item purchased online?

    Yes. Items purchased at Williams online may be returned for exchange or refund at Williams retail stores. Find your nearest store online.

    Please note that items for exchange are processed as a refund. Your online Tax Invoice must be presented at the time of refund or exchange. You will receive your Tax Invoice as your order confirmation email; this is different from the packing slip that is delivered with your ordered items. 

    We will provide a refund or exchange if you simply change your mind or make a wrong decision, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached.

    If you are unable to visit a Williams retail store, simply follow the returns process outlined below in "How do I return an item without visiting a store?"

  • How do I return an item without visiting a store?

    Within Australia

    Returns Process via Australia Post

    1. Contact us viahttps://www.williamsshoes.com.au/Need-Help/Contact-Usto receive a return authorisation, which will provide free return shipping of the goods to our returns centre.
    2. Pack all items with your Tax Invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
    3. Affix the pre-addressed label to your package, making sure you cover or remove the original shipping label.
    4. Send the satchel/carton via Australia Post.

    Please allow up to 7-10 days for your return to be processed. All refunds will be provided via the original method of payment.

    Returns Process via Parcel Point

    1. We have recently partnered with ParcelPoint to offer you more convenience. Visit http://parcelpoint.com.au/williamsshoes/returnto start your return.
    1. Click ‘Book a Return’ and fill in the return and personal detail fields. You will need your original order ID to book in your return. It starts with PO followed by 9 digits. Make sure you use the complete order ID, e.g. PO501111111. You can find this number on your order confirmation email.
    2. Download and print your shipping label. Apply to your package once you have securely packed your items.
    3. Drop off your parcel to any store offering ParcelPoint Returns (only if a ParcelPoint selected return).

    Please allow up to 7-10 days for your return to be processed. All refunds will be provided via the original method of payment.

    International Orders

    1. Please remember that we do not accept returns on international orders, where you have changed your mind or the item does not suit.  We will only accept returns where goods are faulty, wrongly described, different from the style shown or do not do what they are supposed to.
    2. Contact us at IntlCustomerService@williams.com.au to receive a return authorisation. Costs to return the items to our returns centre will be borne by you (unless the items are deemed faulty or are not as ordered). Pack all items with your tax invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
    3. Affix the pre-addressed label to your package (provided with your return authorisation), making sure you cover or remove the original shipping label.
    4. Contact the carrier nominated in your return authorisation to arrange for pick up of the satchel/carton as directed in the return authorisation. Please note, the goods must be returned by the carrier specified in the return authorisation. We will not accept items returned by any other means.
  • What happens to my return when it reaches Williams?

    Once we receive your returned items, we will inspect and process your products as soon as possible. We will then send you an email confirming your refund.

    Refunds for credit card payments will be refunded to the credit card used to purchase your order. Please allow up to 14 business days for the refund to show in your account due to bank processing time. Cash refunds are not provided.

    In the unlikely event that you do not receive an email from us within 20 days of you posting your order back to us, please contact us and we will help you to find it. Please quote your tracking number for this parcel if available.

  • What is the process for refunds?

    If for any reason you would like to return your product to us please follow the simple steps below:

    Visit http://parcelpoint.com.au/williamsshoes/return to start your return.

    Or

    Contact us to receive a return authorisation, which will provide free return shipping of the goods to our returns centre.

    - Pack all items with your Tax Invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.

    - Affix the pre-addressed label to your package, making sure you cover or remove the original shipping label.

    - Send the satchel/carton via Australia Post for domestic orders, or UPS for international orders.Williams online will then gladly cover the cost of shipping your new product via the same coutier service.

  • How do I receive a return authorisation?

    Contact us and we’ll send a return authorisation to you via email or fax you a copy.

  • Do you pay for my return shipping?

    We will gladly pay for your return shipping costs, additionally we will pay for the shipping for the new item to you.  Please note: Shipping for the original purchase will not be refunded unless the item is faulty.

  • What about sale item returns?

    No refunds will be given for change of mind on clearance or Mid Season or End of Season sale items. If the item is faulty, normal refund conditions apply.

    We will happily exchange sale items purchased from Williams online within 14 days. You may exchange these sale items by taking them to your nearest store, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached. Contact us if you are unable to visit a store.

  • Where do I ship my return?

    Your return authorisation will contain all contact details to ship your return item/s back to us. 

    Contact us to initiate your return.

    or

    Visit http://parcelpoint.com.au/williamsshoes/return to start your return.