Refund policy
Free Size Replacement
We are delighted to offer our customers a one-time free size replacement on footwear within two sizes of the size ordered. You do not need to return your footwear to take advantage of this offer, all we ask is that you pay the shipping fee and pass on your unwanted footwear to your coolest friend or donate them to charity so that someone else gets to enjoy them. ❤️
Please check your currency below for the current shipping fees:
AUD: one pair $15, two or more pairs $25
NZD: one pair $17, or two or more pairs $25
USD: one pair $10, two or more pairs $17
CAD: one pair $15, two or more pairs $23
EUR: one pair €10, two or more pairs €15
To get your free size replacement, please email us at info@offbeatsweetie.com within 21 days of receiving your shoes. We typically respond within 24 hours, Monday to Friday.
Size Exchanges After The One-Time Free Size Replacement Has Been Used
If you have already taken advantage of our one-time free size replacement offer but have now got another pair that you want to exchange, don't worry, we can still help you! You just need to return any subsequent pairs that you want to exchange using the following process:
- Contact us and advise you have already used your free size replacement but need a size exchange for another order.
- Return the shoes to us at our Australian address, which we will give you when you contact us. Items must be in the same condition they were received, with their original packaging, clean and unused.
- Once we receive and inspect the returned shoes we will arrange to send another pair in their correct size.
Please note that shipping costs for any returned products are the responsibility of the customer. International customers, please keep in mind that you will be shipping them to us here in Australia.
Cancellations And Modifications
Please choose carefully, as orders cannot be cancelled or modified once they go into production. If you have made a mistake on your order, please contact us ASAP so that we can try to resolve your issue before your order goes into production. Please note that if you do cancel your order, we will be required to retain a 10% restocking fee to help cover costs associated with your cancellation.
*European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be returned to us in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Returns
We are pleased to announce that we are now trialing offering change of mind returns. This is a temporary trial to see if it is feasible for our small family business to offer this service long-term.
(For size exchanges, see the Free Size Replacement section above.)
If you receive your Offbeat Sweetie product(s) and decide they're just not for you, the return process is simple:
- Get in touch with us within 7 days of receiving your package and let us know you would like to initiate a return. We will then provide you with our return address here in Australia.
- Package up your item(s) and mail them to us. Your item must be returned to us in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
- Once we have inspected the item(s), we will then initiate your refund.
If you are returning an unwanted item for a refund, any items that came free with the item you are returning as part of a Buy X, Get Y promotion must also be returned (e.g. BOGO footwear offers, Spend $200 get a free bag etc). If you received a free item as part of an order with multiple products and are only returning one, we may make an exception at our discretion. Please get in touch with us to discuss.
Please note that shipping costs for returns are the customer's responsibility, and refunds will be for the product cost only (postage and shipping guarantee costs are non-refundable). Customers outside of Australia, please keep shipping costs in mind when deciding whether to return your items.
If you would prefer not to return your item to us, you are always welcome to sell any of your Offbeat Sweetie products in our official Facebook group Offbeat Sweeties.
Discount Codes And Special Offers
Discount codes and special offers must be used at the time of ordering. Unfortunately, we cannot provide partial refunds in cases where customers have forgotten to use a discount code or found a code after ordering. If you forgot to add your free item during a BOGO promotion, please contact us ASAP as we cannot honour the free item offer after your order has already gone into production.
Quality Guarantee
We pride ourselves on offering great quality products and are confident that you will love your Offbeat Sweetie items. However, we are realistic and we understand that sometimes mistakes can happen. If you happen to receive a product that is damaged, defective or incorrect then please get in touch with us within 14 days of receiving your order so we can make things right. Simply contact us at info@offbeatsweetie.com with photo evidence of the issue, and once we have confirmed the problem we will offer you the option to either get a refund or have your item replaced. Please note that all refunds are for the product price only and exclude postage costs and shipping protection. We reserve the right to ask for further evidence prior to initiating a refund or replacement. Once a refund is approved, it will be automatically refunded on the original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.
This policy only applies to the product purchased. Damaged packaging is not covered by this policy as unfortunately we have no control over how couriers treat packages in transit.
Items that are damaged by the customer, for example by not adhering to care instructions, will not be accepted under this quality guarantee. Care instructions can be found on each product description.
*Mystery shoes are sold "as is" and are not eligible for returns/refunds except where required under Australian Consumer Law.
Gift Cards
Unfortunately, we cannot accept returns or refunds on gift cards.
Shipping Delays
Due to the ongoing impact of global events on international air freight and delivery services, we cannot guarantee shipping timeframes for your order. Please understand that shipping delays are outside of our control, and we are unable to do anything to speed up delayed deliveries, therefore no refunds will be given for items that have not yet been received due to longer than expected shipping times.
High Risk Orders
We deserve the right to cancel and refund any orders that are flagged as medium or high fraud risk, or for any other reason.
Fraudulent Chargebacks (Cyber Shoplifting)
The reason we have so many great reviews and loyal, returning customers is that we genuinely love to make our customers happy, and always do everything we can to ensure they are satisfied with their Offbeat Sweetie purchases. Because of this, at the time of writing we have never had any valid chargebacks. That said, we are aware of a worrying new trend of fraudulent chargebacks being made against innocent businesses from customers who are either scammers trying to get items for free, or impatient customers who are blaming the sellers for long shipping times that are outside of the sellers' control.
Fraudulent chargebacks harm small businesses, which means ultimately they harm the hardworking families behind those businesses. It is equivalent to shoplifting, only in many cases the seller's insurance will not cover the losses so the impact on the business is worse.
While we wish we didn't have to address this issue, due to the rise in inappropriate chargebacks affecting small businesses we need to be clear that as far as we are concerned delayed shipping is not a valid reason to file a chargeback, and any chargebacks made for this or any other inappropriate reason will be considered fraudulent and fought with evidence. If necessary and appropriate, a police report will be made against any customer making fraudulent claims.
If you have a genuine issue, please contact us before considering filing a chargeback as we have always, and will always, go out of our way to ensure that our customers are happy.
If you have any questions, please feel free to contact us at info@offbeatsweetie.com. We typically respond within 24 hours, Monday to Friday.