Frequently Asked Questions

We offer a generous 30-day exchange on all unworn school shoes and will happily help to find another pair of replacement shoes.

If we can’t find a suitable replacement, you may receive a refund for any cash amount paid, processed back to the original form of payment.

Any voucher amount that was forfeited at the time of checkout will not be included in the refund.

Williams Shoes are pleased to offer FREE standard shipping within Australia for all orders over $65.

Please visit our Delivery page for Australian and Internation delivery timeframes.

We deliver to most addresses within Australia. We do not deliver to Parcel Lockers or Click & Collect locations.

Yes. For delivery to New Zealand please change your country at checkout to New Zealand from the drop down menu. A $15 shipping rate will be added to your order. Please allow up to 7 working days for your order to arrive. All New Zealand orders are exempt from paying Australian GST and this amount will be deducted off your order.

Williams is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an ordered item isn't available, or we are unable to fulfil your order, we will notify you and provide a full refund.

We start processing and packing your order as quickly as possible after you click ‘Place Order’. This helps us to send your goods quickly but this also means that we're unable to make changes to your order, including delivery address, changing colours and sizes or removing items.

You should be contacted within 1 business day via email with a tracking number which you can use to track your order.

Orders containing more than one item may receive more than one tracking number and may be delivered at different times from our warehouse and store locations.

For all delivereies in Australia, authority to leave is preselected at checkout so at the time of delivery, you will not need to be present and your parcel will be left in a safe place if the driver deems it is safe to do so. If you have unticked this option, you will be required to sign for the parcel.

Please note: If unattended or the driver deems the location is not safe to leave the parcel, your order will be delivered to your nearest post office for collection. If this occurs you will receive details from Australia Post with the collection information.

If you're not 100% satisfied with your purchase, you can return your unworn item(s) in original packaging within 30 days of purchase. We will happily issue a refund, credit note or an exchange in store, with receipt or proof of purchase. All refunds will be processed to your original form of payment. Items purchased on promotion may have additional terms and conditions. Please refer to our promotion's terms and conditions page. To be eligible for a refund or exchange, the product must be:

• Unworn
• - In the original packaging
• - Purchased within the last 30 days

How long does the return process take?

Depending on your method of delivery, it can take up to 10 working days for your returned goods to arrive at the Williams warehouse.

Once the goods have been received, they will be evaluated to see if they are eligible for a refund, this process can take 4-6 business days. You will be notified by email if the refund is approved and it will then be processed.

Depending on your banking institution, your refund will appear in your account approximately 1-7 business days after it has been processed. We reserve the right to decline an item for a refund if:

The return was made after 30 days

The products are marked, damaged or show signs of wear

The products are not returned in their original and undamaged box or packaging

We will contact you if any items are not eligible for a refund.

Please visit our Returns page and follow the instructions provided.

This can be found on your order confirmation email sent to you at the time you place your order.

Depending on your method of delivery, it can take up to 10 working days for your returned goods to arrive at the Williams warehouse.

Once the goods have been received, they will be evaluated to see if they are eligible for a refund, this process can take 4-6 business days. You will be notified by email if the refund is approved and it will then be processed.

Depending on your banking institution, your refund will appear in your account approximately 1-7 business days after it has been processed.

We reserve the right to decline an item for a refund if:

The return was made after 30 days

The products are marked, damaged or show signs of wear

The products are not returned in their original and undamaged box or packaging

We will contact you if any items are not eligible for a refund.

In the case where a purchase is made using a gift card and the order is subsequently cancelled or requires a refund – We reserve the right to request proof of identity before reissuing a gift card. If a gift card/prepaid credit card was used in a purchase, please ensure that you retain the card/s until your order is physically received.

If an online credit was used to place your order, we will provide you with another online credit code, valid for 12 months.

Items that were bought during a sale or discount promotion will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.

If the size isn’t quite right for a product you’ve ordered & you’d like to exchange it for another, we recommend that you phone or head in to one of our Williams Stores to see if they have the alternative size in stock.

Once in-store, if your alternate size is available, our store staff will be able to exchange your order for you. Please note if there is a difference in the value between your orders/ the products you’re exchanging you will need to pay for this in-store at the time of the exchange.

If Williams need to refund you for any difference in value, a cash refund of up to $20 can be processed in-store at the time of the exchange.

If the difference owing to you is greater than $20 our store staff are unable to process this on the spot & will need to register a return with our e-store team for your original order, requiring you to pay for your alternate pair of shoes in full.

The Williams Shoes Returns Policy includes the rights you are entitled to under the Australian Consumer Law.

If you have received faulty goods, and the purchase was made within the 30-day return period please contact us.

If your shoes have developed manufacturing faults after they have been worn, please contact our Customer Service Team via email at customerservice@williamsshoes.com.au, or by phone on 1800 101 285 (AUS) between 9am and 4pm (Melbourne time) Monday to Friday (excluding public holidays).

Williams Shoes may request photos of the fault claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty.

If the item is found to be faulty, Williams shoes will repair, replace or refund your order where appropriate.

Williams accepts MasterCard, VISA, American Express, JCB, Union Pay, PayPal, Afterpay and ApplePay. Please note PayPal is not available in store.

You can apply your voucher code at the checkout after you've filled in your details, 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 Service Team.

Yes. Williams uses globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access. For more information regarding the security of your personal information, please read our Privacy Policy.

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.

To place an order, simply select the item you wish to order, add the correct size to your bag and proceed to the checkout.

Unfortunately, due to the fast turnaround of our warehouse, once an order has been placed in the system, we are unable to cancel or make any changes. Please see our RETURNS page for information on how to return your order.

The stock on our website is an accurate reflection of the stock we have in our warehouse. Please contact us if you'd like to know if, or when, we'll get any additional stock of that particular shoe. 

Please note: If the item is an already reduced item, we will not be restocking.

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.

We're sorry that you weren't able to complete your order. The stock on Williams 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.