Terms & Conditions

By browsing, accessing or using our website, you agree to these Terms and Conditions of use including that of our Privacy Policy. If you do not agree to these Terms of Use, you may not use this site. We reserve the right to modify, change or update these Terms of Use at any time, and you agree to be bound by such modifications, changes or updates.

We do not represent or warrant that the information accessible via website is accurate, complete or current. We are not responsible for typographical errors. Price and availability information is subject to change without notice. The particular technical specifications and settings of your computer and its display could affect the accuracy of its display of the colours of products offered on the website.

We is dedicated to providing their customers with quality products, ensuring that each transaction results in a satisfactory shopping experience. All products can be returned for refund if the product is unsuitable or faulty, provided they fit our returns criteria and/or pass the faulty assessment. Products must be returned in their original condition and packaging, that means that they must be in a new, unused, and unworn condition.

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 box or packaging

• 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.

If your order is damaged or faulty upon delivery, we will replace or repair them on the condition that written notification of their damage is advised (via email) to our customer service team within three (3) days of receipt of goods. The customer service team will advise how to proceed with returning the faulty or damaged goods as quickly as possible.

Goods damaged in transit 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.

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

We make every effort to have the items you want in stock at all times. In most instances, if a product appears on our site, we have it in stock. If an item were temporarily out of stock, a consultant would email you with an anticipated delivery date. If we are unable to source the item we will refund your order and may advise of an independent retailer has been supplied the same item from Birkenstock wholesale.

We provides you with an estimated arrival period for each delivery as indicated by the freight provider, this period is the normal time taken to deliver goods to your area and may be subject to freight delays due to unforeseen circumstances.

If your delivery has not arrived within the estimated or expected time frame, customer service for we must be notified within 7 days in order to follow up and rectify the issue. We are not responsible for items lost if we have not been contacted within 30 days of the order being despatched.

For status updates, you can check your account information on the website or contact customer service with your order details. Check your junk folder if you have not received any order confirmation emails.

You may cancel your order at any time prior to the order being processed and despatched and incur no charge whatsoever. To enquire as to whether your order has been processed yet, please email us at sales@cutomerassistant.com.

If the order has already been sent for despatch we will be unable to cancel the order. Weekends and Public holidays are not operational. Your request will be responded to on the next working day.