Refund policy

Online orders cannot be returned to physical stores and stockists, and must be posted back to us.

If you intend to return an item, please contact sales@cutomerassistant.com within 30 days of receipt. If item is incorrect, damaged or defective, please contact sales@cutomerassistant.com within 3 days of receipt.

Please note: we are not able to facilitate exchanges. On receipt of your return we can offer a full refund or a credit note.

Extended Christmas Returns Period: We have extended our Returns Policy for the Christmas shopping period of 2022. Orders placed from 1st November 2022 up until the 27th December 2022 will have an extended return period of 90 days, subject to our return terms and policy. All purchases made before 1st November 2022 or after 27th December 2022 are subject to our standard return policy. Please follow the instructions below to return your items.

1. After you submit your return request, we will send a return confirmation email creating a shipping label for a flat rate of $13.10.

2. Print the label or take the code to the post office to be scanned and printed for you. Affix to the reusable shipping box and post.

Please include your name and order number when returning an item. The order number must be clearly displayed on the front. A missing order number will delay your return process.

If your order is incorrect, damaged or faulty upon delivery, we will replace, repair or refund them on the condition that written notification of the issue is advised (via email) to our customer service team within three (3) days of receipt of goods.

Please contact sales@cutomerassistant.com for further instructions. The customer service team will advise how to proceed with returning the incorrect, faulty or damaged goods as quickly as possible. 

Once we receive your return, it can take up to a week for it to be processed. This may be longer in periods of high demand, such as Christmas.

Returns Conditions

All returns for change of size or change of mind must be sent via a traceable service at the expense of the customer.

We request that you do not write on the Birkenstock product box or use sticky tape on it. Where possible, we try to minimise waste by reusing boxes as part of our sustainability commitment.

Upon receipt of your returned products, we will happily reimburse you for the cost of the goods providing they meet our standard conditions for return. We reserve the right to refuse a refund or charge a restocking fee if:

• The products are marked, damaged or show signs of wear, this includes footprints and toe marks.

• The products are not returned in their original condition.

• The products are not returned with the original Birkenstock box.

• Due to the intimate nature of and for OHS reasons socks cannot be returned if the packaging has been removed.

We will contact you if the items you have returned do not comply with our returns policy and are not eligible for a refund.

All customers returning are required to acknowledge and accept the return policy.

Damaged goods must be returned to the offices of we within 14 days of receipt and notification of intent to return to be eligible for a refund. We will cover any postage charges you incur if the product/s are found to be damaged in transit or found to be faulty.

We reserve the right to refuse damaged claims on orders placed to on-shipping company addresses where the goods have then been reshipped outside of Australia through freight companies that are not our buisness partners.

All faulty claims are assessed on a case-by-case basis on site by our workshop. The customer service team must be notified of any defects or faults as soon as they present. Once a return authorisation has been issued, the item/s must be returned within 14 days.

Faulty items will be assessed for repairability first in accordance with our commitment to sustainability and waste reduction and as is our right under the ACCC guidelines to repair any goods where possible before replacement or refund after being subject to assessment.

Occasionally, an incorrect item may be sent out accidentally. If you receive an incorrect item, please contact the customer service team via email sales@cutomerassistant.com, who will issue you a pre-paid postage label and return authorisation number. Once a return authorisation has been issued, the item/s must be returned within 14 days.

If the product is unsuitable, you can return the item for refund or an online store credit in the form of an online gift card to repurchase what you need. Please choose your refund method carefully. Refunds to gift cards are valid for three years from the time they are created. If you choose to have your order refunded to a gift card, then gift card policy applies. This means once the gift card has been created it is not refundable and cannot be redeemed for cash.

We would love to help you find the correct size or should you wish, a style that suits better. we is dedicated to providing their customers with quality products, ensuring that each transaction results in a satisfactory shopping experience. We are happy to refund orders provided they fit our return policy criteria.

Credit Card refunds may take up to 5 -10 days to clear from day of refund and PayPal transactions may take up to 3 days to clear.

Due to restrictions at our warehouse, items can no longer be exchanged directly. Upon receipt of your return, we will issue you a refund or alternatively, an online credit note for you to repurchase the size or style you need via the website. Please note, gift card credit notes once created, are not redeemable for cash or refundable. For Melbourne metropolitan customers, we can no longer accept items for return or exchange in our boutique stores, please follow the online return process outlined above.