Returns & Exchanges
Please read the following information to see if you are eligable for a return or exchange.
1. WHAT IS THE PROCESS FOR RETURNS?
To return your purchase, please fill in the Returns Form located inside your parcel and send back to us within 30 days of receiving the order. If you have misplaced your Returns Form, you can download another one here:
Customers will need to pay at own cost for return postage.
All returns must be sent to the below address:
Verali Shoes Returns
Unit 8/ 1 Talavera Road
Macquarie Park, NSW, 2113
CAN I GET A FULL REFUND?
We are committed to make your shopping experience hassle free! If you are unhappy with your online purchase for any reason, we will gladly accept an exchange or return of unworn merchandise returned to our online store within 30 days of the order date.
If you would like to return goods for a full refund then please ensure:
1. The product was purchased at full price.
2. The product is unworn and in it's original packaging.
3. You've filled out a Returns Form with all details required, including your 'Order Confirmation Number' which can be found on your original Confirmation Email Notification from us.
Note: Items purchased on Sale (discounted price from the full sales price) are eligible for an exchange or online credit note, but not a refund.
Note: Online credit notes are not redeemable in store.
We recommend sending return parcels via registered post as Verali is not liable if your return is not received at our address. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Verali will not be held accountable for any losses.
For products delivered to addresses outside Australia, we do not currently accept returns for 'change of mind'. Please see full details at 'International Returns' below.
Please follow the instructions on the Returns Form inside the shoe box to send them back for the size you would like to exchange for. Alternatively you can download our Returns Form above.
Customers are responsible for shipping and handling charges for any exchanges of size. Please allow 2 – 4* working days for your order to be dispatched and a further 2 - 3 working days for delivery.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem.
Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your order. However, you will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return.
All online purchases claimed as faulty will need to be sent back to Verali for an official assessment by the Verali product development team. Customers will initially be responsible for shipping and handling charges for any returns of faulty product, however this amount will be refunded to your account once the product has been received. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 9.00am until 5.00pm Australian Eastern Standard/Daylight Savings Time.
If you are following up on an order you have placed or a return you have sent, please check our Contact Us page.
Please note that any purchases made during our Christmas / Boxing Day end of year sales will not be eligible for a refund, however we will gladly offer you an exchange or a credit voucher.
During the Christmas period we are unable to make any changes to your order if you make a mistake, so please make sure you double check your details and ensure you've ordered the size intended!
Unfortunately we are unable to offer Express Shipping during December. We are doing our best to get all of your orders out as quick as we can!
We are offing a $5 Flat Rate on all AU orders, this is standard post. The rest of the world remains the same as normal trading price.
If you have not received an order confirmation, this may be in your junk mail or delayed. Rest assured we have your order, but if you are concerned you can Contact Us here.
For all international returns, the customer is liable for the return fee to Verali Shoes for all requested refunds, credits or exchanges excluding change of mind. If requesting a new size, there will be an additional shipping charge of $45.00AUD for the new size to be sent out.
For orders delivered outside of Australia where the product may be faulty or we have not delivered what you ordered, please contact our Customer Service team here where you will be advised of the return process.