Refund policy
Your rights under the Australian Consumer Law
Our returns policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes those rights. If you are in New Zealand, please see the section “New Zealand customers” below.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These guarantees apply whether an item was bought at full price or on sale, and they are not limited to the 14-day change-of-mind period described below.
Faulty, damaged or incorrect items
Please check your order when it arrives. If anything is faulty, damaged, or not what you ordered, email us at support@lewije.com.au and we will make it right. Where an item is faulty we will cover return postage.
There is no 14-day cut-off on faults. If a fault appears later in the normal life of the product, contact us — your consumer guarantee rights still apply.
Change-of-mind returns
We also accept change-of-mind returns for 14 days from the day you receive your order. To be eligible, the item must be unworn and in the same condition you received it, with tags attached and in its original packaging, and you will need proof of purchase.
Change-of-mind returns are not available on gift cards or on clearance items marked Final sale (see “Clearance (final sale) items” below).
Clearance (final sale) items
Some styles are sold at a clearance price and are marked Final sale on the product page and in your cart. Final sale items cannot be returned or exchanged if you change your mind, so please check your size and our size guide before you buy.
This does not affect your rights under the Australian Consumer Law or, in New Zealand, the Consumer Guarantees Act 1993. If a final sale item is faulty, damaged, not what you ordered, or not as described, email support@lewije.com.au and we will make it right, as set out under “Faulty, damaged or incorrect items” above.
How to return something
Contact us first at support@lewije.com.au with your order number. Please do not post anything before contacting us — items sent back without an approved return cannot be accepted.
Once your return is approved we will email you the return instructions and a prepaid return label. The return address is provided on approval, and is shown on that label.
Exchanges
Exchanges are not available on clearance items marked Final sale.
For Australian orders, we exchange for a different size or colour within 14 days of the day you receive your order. The pair you send back must meet the same conditions as a change-of-mind return — unworn, in the same condition you received it, with tags attached and in its original packaging, and you will need proof of purchase.
Email support@lewije.com.au with your order number and the size or colour you would like. Once your exchange is approved we will email you the instructions and a prepaid return label. We cover postage both ways — sending the original pair back to us, and sending the replacement pair out to you.
We post the replacement once we have received and inspected the pair you returned. Exchanges are subject to availability: if the size or colour you want is out of stock we will tell you and refund you instead.
One exchange per order. If the replacement pair is not right either, you are welcome to return it for a refund within 14 days of receiving it.
This section covers change-of-mind exchanges. Faulty, damaged or incorrect items are covered above and are not limited by anything in this section.
New Zealand customers
If you are in New Zealand, our returns policy is in addition to your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits or excludes those rights. Goods must be of acceptable quality, match their description and be fit for their purpose. If an item has a fault, you can ask for a repair, a replacement or a refund, depending on the seriousness of the fault.
Faulty, damaged or incorrect items. Email support@lewije.com.au with your order number and a photo. We will make it right and cover the return postage. There is no fixed cut-off for faults: if a problem appears later in the normal life of the shoes, contact us.
Lost or damaged in transit. If your order is lost or arrives damaged, contact us and we will arrange a replacement or refund.
Change-of-mind returns. We accept change-of-mind returns from New Zealand for 14 days from the day you receive your order. Items must be unworn, with tags attached and in the original packaging. You can choose either:
- Store credit for the full price of the shoes. We send a prepaid return label and do not deduct its cost. Store credit does not expire.
- A refund to your original payment method. We send a return label and deduct its cost from your refund.
Original shipping is not refunded in either case. Tell us which you would like when you email support@lewije.com.au. Items marked Final sale cannot be returned if you change your mind, but faulty items are still covered as described above.
Exchanges. We cannot offer size or colour exchanges for New Zealand orders. Return the shoes for store credit and place a new order for the size you want.
Refunds
We will let you know once we have received and inspected your return. If your refund is approved it will go back to your original payment method within 10 business days. Your bank or card provider may take a little longer to post it.
If more than 15 business days have passed since we approved your refund and you have not seen it, email support@lewije.com.au.
Questions about a specific item? Email support@lewije.com.au and we will reply within one business day.