RETURNS

To support the current procedures in place due to Covid-19, we have extended our returns period to 60 days. Due to measures in place at our warehouse, you may experience short delays in processing returns.
If you’re not 100% satisfied with your purchase, you can return your item(s) in store or online within 30 days of purchase and we will be happy to provide you with a refund or exchange (in store only) depending on your payment method and if you meet the below return conditions.
Are you in New Zealand? Click here for your returns information.
RETURN CONDITIONS
Item(s) were purchased within the last 30 days
Item(s) are in original packaging (including the shoe box)
Item(s) are unworn, undamaged and unmarked

RETURN ONLINE
RETURN IN STORE

All online returns are FREE! Please ensure you have met the return conditions above.
Log in to your account and select the items to return. If you checked out as a guest please click here
Pack your items in their original packaging (including the shoe box!)
A free return label will be emailed to you. Print the label, or show your barcode at the post office
Drop your items at the local post office and keep hold of the tracking number

Please ensure you have met the return conditions above.
Pack your items in their original packaging (including the shoe box!)
Click here to find your nearest Williams store
Your return will be processed by our Customer Service Team
Please allow 1-7 business days for the refund to show in your account
REFUNDS
Please allow 5-10 business days for your return to reach our warehouse. If approved, your refund will be processed as soon as possible and we will notify you by email. Please allow up to 2 weeks for processing and funds to reach your account.
NEW ZEALAND CUSTOMERS
Unfortunately orders shipped to New Zealand cannot be returned via the online portal. If you meet the return conditions, please post your items (and invoice) to
WILLIAMS SHOES E-STORE, 305 GOOCH ST, THORNBURY, VIC 3071.
Please keep hold of the tracking number for our Customer Service Team.
RETURNS FAQS
Can I exchange an item?
Yes, we offer exchanges for purchases made online and in store. To exchange your order please visit your nearest Mathers store. Please note if you wish exchange an item in an online order for an item with a 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 credit card used at the time of purchase within 1-3 business days of the exchange being registered in-store. Unfortunately orders paid with Afterpay or PayPal are not eligible for an exchange. We are unable to facilitate exchanges via our online warehouse or customer service team.
Can I return sale items?
All sale items are eligible for a full refund as long as they are in their original condition including the packaging. All online purchases that are being returned to the warehouse MUST be lodged in the online returns portal. Alternatively, if purchased in store, you can return your shoes to the boutique that you purchased them from.
If I purchased shoes online can I return to a store?
Yes, you can return your online purchase to a 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.
I paid using Afterpay, can I return my item in store?
Yes, 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.
I paid using PayPal, can I return my item in store?
No, Williams stores cannot return online orders purchased using PayPal. Please contact our customer service team or use the online portal to arrange your return.
What do I do if my items are faulty?
If you believe your product to be faulty, please contact our Customer Service Team. We 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, you will receive a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.
I paid using Fusion Rewards points, will I get them back when I place a return?
Generally, all Fusion Rewards points redeemed for online purchases, as well as Shipping and Handling costs are forfeited for any online order returns. You will only be refunded the amount paid, less any discounts or points redeemed.