Frequently Asked Questions


How much do you charge for delivery?

Williams offer free standard delivery to all Shoebucks members within Australia for orders valued at $65 or over.

Local orders under $65 incur a $10 delivery fee. All New Zealand orders will incur a $15 flat rate delivery fee.

When will I receive my order?

If you live in Australian metropolitan areas the standard delivery time is 2-5 business days.

If you live in Australian regional areas, the standard delivery time is 2-10 business days.

Orders to New Zealand can take up to 10 business days to deliver.

Do you deliver to anywhere in Australia?

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

Do you deliver internationally?

Yes! We currently offer international shipping to New Zealand with a flat rate of $15 for delivery on all orders. We do not deliver outside of Australia and New Zealand.

I have ordered an item that is no longer available

Williams is committed to providing exceptional customer service. 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 any item(s) from your order are unavailable, we will notify you and provide a full refund as soon as possible.

Can I change the delivery address after I have ordered?

Once you have placed your order, we start picking and packing your items as quickly as possible. This helps us to send your goods efficiently but this also means that we’re unable to make changes to your order; including delivery address, changing colours/sizes or removing items.

How can I track my order?

Once your online order is dispatched, you will receive an email to your nominated email address. This will include your delivery details, tracking number and a link that will allow you to track the status of your delivery. Should this be missing, please check your junk/spam folder or alternatively contact our customer care team and they will be happy to assist.

Why have I received two tracking numbers?

Orders containing more than one item may be split into multiple parcels. In the event of this occurring, you will receive separate emails from StarTrack with different tracking numbers for each parcel. Please be assured that you will not incur any additional shipping charges.

Will I need to be present at my nominated delivery address when my order arrives?

For all deliveries 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.


What is Williams' return policy?

We understand that sometimes a product isn't quite right, thats why we offer FREE 30 day returns for all eligible orders!

If you wish to receive a refund for your purchase, your item must meet these guidelines:

  • Purchased within the last 30 days
  • Unworn, undamaged and unmarked
  • In the original packaging and shoe box (we consider this part of the item)

If you qualify for a return, you are not liable for the postage cost of returning products within Australia via our nominated courier service; Australia Post.

Please note that we are unable to facilitate exchanges at this time. Should you wish to swap an item for another size, colour or style, you will need to place a new order for these items and return your original order within 30 days.

In the event that any returned items are not eligible for a refund, we will contact you and return those items to you.

All efforts will be made to contact you, however, if we cannot reach you within 30 days, we reserve the right to dispose of your ineligible items.

How do I return my order?

Please visit our Returns page and follow the instructions provided.

Where can I find my Web Order Number?

Your Web Order Number can be found within your original order confirmation email.

How long does the return process take?

It can take up to 10 business days for your returned goods to arrive back at our Williams Returns facility.

Once the goods have been received, they will be evaluated to see if they are eligible for a refund.

This process can take up to 4-6 business days and you will be notified via email when your refund has been processed.

We reserve the right to decline an item for a refund if the return was made after 30 days from the date of purchase, the products are marked, damaged, show signs of wear or do not have their original and undamaged packaging.

In this instance, our customer care team will contact you directly.

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

For further information regarding refunds, please see our Returns Policy.

I paid using a gift card, but my order was cancelled. How will I be refunded?

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.

I placed my order during a sale or promotion - will I be refunded?

Should you wish to return items purchased during an online sale or promotion, we will process a refund for the discounted price paid at the time of purchase. Your refund will be processed back to your original payment method.

Can I exchange my shoes if they don’t fit?

For whatever reason you would like to exchange your item(s), you have the option of returning the shoes to one of our Williams stores near you, for an alternative pair. Please note that if there is a difference in the value between the product(s) you’re exchanging, you will need to pay for this in store.
Unfortunately, we are unable to facilitate online exchanges at this time. Should you wish to swap an item for another size, colour or style, you will need to place a new order for these items and return your original order within 30 days. We understand that sometimes a product doesn't fit quite right, that's why we offer FREE 30 day returns for all eligible orders! Some conditions do apply, so please check out our Returns page for further details.

Help! I think my item is faulty!

Williams' Returns Policy includes the rights that you are entitled to under the Australian Consumer Law.

If you believe your product to be faulty, please contact our Customer Care team directly and they will kindly assist you.

Williams 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 deemed faulty, you will receive a full refund for the item including any delivery charges. 

Please note: Delivery charges are only reimbursed for orders with one unit purchased.


What forms of payment are accepted?

Williams accepts MasterCard, VISA, American Express, JCB, Union Pay, PayPal, Afterpay and ApplePay.

Please note: PayPal is not available in store.

I have a voucher code. How do I apply it to my order?

You can apply your voucher code at checkout after you've filled in your details. Simply enter your promotional code into the 'PROMO 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 Care team who will be more than happy to assist you.

Is it safe to use my credit card on Williams?

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.

What is PayPal?

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.

What is Afterpay?

Afterpay is a 'buy now, pay later' payment method, that makes it possible for you to buy something now, receive your goods, and pay them off with fortnightly instalments. For more information, please visit the Afterpay website.


How do I place an order?

To place an order, simply select the size of the shoes you wish to purchase, add the item(s) to your bag and proceed to checkout.

Can I cancel or make changes to an order?

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 shoes I want aren't available in my size. What now?

The stock on our website is an accurate reflection of the stock we currently have on hand at our warehouse.

Please do not hesitate to Contact us if you'd like more information regarding any of our online product styles.

How do I unsubscribe from your mailing list?

At the very bottom of every newsletter email we send, there is an "Unsubscribe" link. Simply click the "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.

I tried to check out and the item in my shopping cart disappeared, what happened?

We are sorry that you were not able to complete your order. The stock on Williams is live and reflects what's available in real time. Until you've completed the checkout process and an order confirmation is sent to your nominated email address, your purchase of the item is not guaranteed. Should you have any other issues with placing an online order with us, please do not hesitate to Contact our customer care team, who will be more than happy to assist you.

Shoebucks Rewards Club

What is Williams Shoebucks instant reward club?

Williams Shoebucks rewards club is a tiered loyalty program, offering exclusive instant benefits and rewarding members the more times they shop.

How do I sign up to Shoebucks rewards? 

Simply create an account online or instore to become a Shoebucks member.

What do I earn immediately after I sign up?

Shoebucks members can take advantage of our everyday benefits from day one and start earning rewards immediately.

Instant benefits included 2nd pair half price every day, free shipping over $65 and free returns, plus new members will receive a $10 welcome reward.

How do I redeem my rewards?

To redeem any benefits or rewards, you must be log into your Shoebucks account instore or online.

Team members can look up a customer's account and assign them to the cart. If any rewards are available, the team member can select rewards and assign to cart to apply the discount.

Shoebucks members must log into their online account for benefits to be activated and any available rewards to be seen.

  • Log into account.
  • Add items to cart
  • Proceed to checkout. Available rewards will be surfaced for member to select.
  • Complete checkout process as stated.

2nd Pair Half Price and Free Shipping will automatically apply at checkout if eligible.

If I had more than one account, can I combine them?

Shoebucks member accounts are unique and unfortunately cannot be combine.

How do I contact to delete my account?

If you wish to no longer hold a Williams account, you may request in writing for your account to be deleted by contacting

Can I use my account & redeem my rewards both online & instore?

Yes, Shoebucks member rewards and benefits can be earned and redeemed instore and online. 

How do the tier levels work?

The Shoebucks program offers 3 tiers which can be reached based on members accumulative annual spend.

  • All Members - Achieved from sign up
  • Silver Member  - Achieved with $200+ annual spend
  • Gold Member - Achieved with $350+ annual spend

Shoebucks member will change tiers based on a 12-month moving annual spend. ​

Once a new tier has been achieved the 12 months will be calculated from that point.

How do I earn rewards?

Shoebucks members can earn rewards in different ways: 

  • Tier earned reward - leveling up to a new tier.
  • Birthday reward - provide your birthday to earn a yearly gift.
  • Anniversary reward - on day you created account
  • Refer a Friend - Spread the word and be rewarded.

Is there any cost to join the club?

No, joining the Shoebucks club is FREE.

Can I use more than one coupon in one transaction?

Yes, Shoebucks members can apply multiple rewards to the same transaction.

When will my rewards be issued?

Shoebucks rewards are issued depending on the type of reward earned.

  • Welcome reward - Issued 24hrs after signing up
  • Tier earned rewards - Issued 30 days after leveling up
  • Anniversary reward - Issued on date of sign up, every 12months.
  • Refer a Friend reward - Issued after referred friend completes their first purchase using the unique code provided.

How long will my coupon(s) be valid for?

Shoebucks rewards are valid from 30 days from the date issued.

How do I check what rewards I have earned or tier level I'm in?

Members can log into their online account to check available rewards and their tier status via the 'my account' page.

Team Members instore can also look up members rewards and tier levels on you next visit.

How is Second Pair Half Price promotion applied at checkout?

Shoebucks members must be log into their account online or instore and have two pairs of shoes applied to the cart for the 2nd Pair Half Price offer to automatically apply at the checkout.  

When will my tier status expire?

Tiers expire after 12 months from date earned. 
i.e., if a member enters a tier on 12/2/24 the member will stay in that tier for 12 months (12/2/25).

If a member earns a new tier, they will hold that tier for 12 months from the new date entered. 
A member will retain a tier by spending the minimum tier entry threshold within the 12month period.  

  • All Members – spend under $200 within 12 month period.
  • Gold Member – spend $350+ within 12 month period. 

How do I refer someone?

Shoebucks members can only refer-a-friend online.

Members need to log into their online account and head to the Shoebucks 'learn more’ page and follow the referral steps. It's easy!

Can I exchange my coupon(s) for cash?

No, All rewards are non-refundable and cannot be exchanged for cash. 

Can I use rewards to purchase a gift card?

No, rewards cannot be used to purchase a gift card.

Can I use a gift card as a payment for transaction with rewards?

Yes, a Shoebucks member can apply rewards and benefits to their cart and then use a gift card to pay for the remaining cart value.

Can I transfer my rewards to someone else?

No, reward cannot be transfer to another Shoebucks members account.

Can I retrospectively apply a purchase to my account?

No, Shoebucks members must be logged into their account instore or online at time of purchase.

When will I receive my birthday reward?

Shoebucks members will receive their birthday reward on their birth date.

If the members birthday is within the next 30 days post joining the club, there reward will be granted in delay, up to 30 days.

Only one birthday reward will be granted to a member each calendar year.

How do I earn free shipping?

Free delivery is offered to all Australian Shoebucks members for orders valued at $65 or over.  

Shoebucks members must be logged in for free delivery benefit to be automatically applied at checkout.