Welcome to The Shoe Garden - For women with longer feet!

Customer Service

Want to know about my express service available in-store? Or do you have questions about sizing? Would you like to find out about my postage charges and delivery timeframes? Perhaps you need to know about refunds, exchanges and credits? Or my privacy and security policy? All this information is below.

Please note: All prices on this website are listed in Australian Dollars, and include GST. New Zealand customers will not be charged GST.

The Shoe Garden Express Service

If you’re finding it hard to find the time to visit The Shoe Garden thanks to work, life, children etc etc, then The Shoe Garden Express Service might be just the thing.

Basically you let me know what you’d like to try on up to 48 hours in advance and I’ll have alllll your gorgeous shoes and boots ready and waiting for you.

Have a look here for all the details.

Do I have a sizing chart?

Um, not really! As I often stock more than 15 brands, and each brand sizes their shoes differently, and many assign different European sizes to Aussie sizes, it can be a challenge to advise you in one nifty chart which size you should buy.

I do have Sizing Tips in the Description area of all my shoes and boots though and this will tell you when a 44 in that particular brand is an Aussie size 12 or whether, in another brand, a 45 is actually an Aussie size 12.

I wish sizing was consistent but alas. If in any doubt, please don’t hesitate to contact me for advice.

Shipping & Delivery Policy – “They’re on their way!”

When you order online at The Shoe Garden, I know you will be very excited and want your gorgeous new shoes or boots NOW!

With that in mind, I will endeavour to get your purchase to you as quickly as possible and send it to you within one (usually) to two working days.

The cost of freight in Australia is $10 per order. So no matter how many shoes you order at the one time, it will be $10 if you live in Australia. Your shoes will be delivered in a Standard Post Pack that will take approximately between 2 to 7 days to reach you and your parcel will be trackable via the Australia Post website.

Alternatively, and again if you live in Australia, you may wish to select the Express Post option for $20 per pair. This means you should receive your shoes the next day after postage if you live in a metropolitan or major regional area. Please note though, if you order late in the day, I may not be able to post on the same day.

For New Zealand customers, there is a flat rate of $25 per pair.

Sorry, I don’t post anywhere outside of Australia or New Zealand.

If you live locally and would like to Click & Collect, you can do that, too. I will have your shoes ready to collect from The Shoe Garden within 30 minutes of purchasing them online…during business hours, of course.

Remember, please don’t hesitate to contact me if you require any advice before ordering online. You can email me at carol@shoegarden.com.au or phone 0408 721195.

If for some reason the goods you order online are not available (although this is very unlikely as my online store is synchronised with my point of sale software in-store) but sometimes problems can arise, then I will contact you the next business day to advise and ensure a full refund is made promptly.

Returns & Replacements Policy – “Oops, they don’t fit!”

I understand how hard it is to order shoes online, especially a new brand, so if your shoes don’t fit, you are very welcome to return them for a full refund of the purchase price (when they are bought at full price), or an exchange or credit at the same value of the shoes, as long as they are still in perfect condition and are returned in their box within 14 days of receipt.

It is important to remember to try your shoes or boots on while you are on carpet to ensure they remain in perfect condition.

If the shoes were on sale, and you bought them online, then I can offer you a credit or an exchange. There are no refunds on sale items. For shoes on sale that were bought in the shop, there are no returns, credits or exchanges.

Please post the shoes or boots back within 14 days with a note advising what you would like to do and your receipt.

Postage charges are not refundable.

Please send to:
The Shoe Garden
Shop 1, 115 Riding Road
Hawthorne QLD 4171

Privacy & Security Policy – “I will never share your details”

We take online privacy very seriously here at ShoeGarden.com.au. In some instances, such as when you purchase from our secure store, enter into a contest or subscribe to our newsletter, we may need more specific information about you, such as name, address, e-mail address, telephone number, etc.

We do not share or rent or sell this or any other information with other companies or individuals. We do not disclose information about your individual visits to our site to anyone.

You will not be contacted by ShoeGarden.com.au unless you specifically request it, such as through subscribing to our newsletter, or through our normal customer service follow up, such as when you purchase a product and we keep you informed of the shipping timeframe.

A simple policy – but the right one. If you have any questions about your online privacy please don’t hesitate to contact us.

We collect certain information about all visits to this site, but this information is not personally identifiable.  We make sure of Google Analytics, as well as log files on our server.  More information about Google Analytics can be found here: http://www.google.com/intl/en/analytics/privacyoverview.html

ShoeGarden.com.au takes every precaution to protect you when you send us information.  Any highly confidential information (such as credit card information) will be requested inside one of our secure software pages.  We make use of a 256 bit SSL certificate to protect your information so that it cannot be read as it travels over the internet.  This is the same method most banks use.

A secure website can be recognised by a lock or key shown in your browser window.  You can click on this lock or key to see more detailed information if you are interested.  This ensures your data will be kept private as it is transmitted over the internet.  It’s important that secure pages (such as those that ask for credit card information) are protected by SSL.

If you have any questions for us, please don’t hesitate to contact us.