RETURNS

Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:

• Original store tax receipt (paper, electronic or photograph will be accepted)
• Online Tax Invoice (order confirmations will not be accepted)
• Packing slip included in all online purchases
• Original return/exchange receipt

Please note that our team members are not responsible for proving your purchase.

You must supply the proof of purchase, which our team members can validate.

Yes, we offer exchanges for purchases made online and in store. To exchange your order please visit your nearest store. Please note if you wish to exchange an item from an online order for an item of lesser value, we will need to refund your original order in full and you will need to make a new purchase. Your refund will then be processed back to the original payment method used at the time of purchase within 7 business days of the exchange being registered in-store. Unfortunately, orders paid with Afterpay are not eligible for an exchange, these orders must be refunded in full and then a new purchase made.

All sale items are eligible for a refund as long as they are in their original condition including tags and packaging. All online purchases that are being returned via the website must be lodged via the online returns portal. Alternatively, if purchased in store, you can return your shoes to the Williams store that you purchased them from. Items that were purchased during a sale or discount promotion will be refunded for the amount paid at the time for the item.

Yes, you can return your online order to any Williams store along with your proof of purchase. Please note, stores cannot return items purchased using PayPal. Please contact our customer service team or use the online portal to arrange your return.

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.

Yes, all our stores can accept Afterpay returns. All funds can only be refunded back into your Afterpay account, we cannot refund your order to an alternative payment method. Once you have returned your items, please allow some time for your refund to be processed.

Orders paid with PayPal must be returned to our online store for a refund only.

All our product comes with guarantees that cannot be excluded under Australian Consumer Law. You’re entitled to a replacement or refund for a major failure. You’re also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality, but the failure does not amount to a major failure.

If you believe your product to be faulty, please contact our Customer Service Team. We may request photos of the faulty 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, you will receive a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.

If the problem has been identified as major failure, you are entitled to a replacement, repair or refund. Examples of major failure are when the product;

• has a problem that would have stopped you buying it had you known about it
• Is unsafe
• Is significantly different from the description of the product; or
• doesn’t do what we said it would do.

It does not include damage caused by misuse or returns simply due to change of mind.

If the problem is not major, we may choose to give you a free repair instead of a replacement or refund where possible.

If we cannot repair the product within a reasonable time period, you can choose a refund or replacement. We reserve the right to refuse to provide a refund, repair or replacement if the problem has, for instance, arisen because the product was misused by the customer.

Some of our products come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant products. Should you wish to make any claim under a manufacturer’s warranty, you can do so directly with the relevant manufacturer. However, our friendly customer service team can also assist you with any enquiry of this nature.