Windsor Smith FAQ
ORDERS & SHIPPING
How do I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your order. Please allow a few hours for the tracking information to activate on the courier’s website.
How long will it take for my order to arrive?
Delivery times vary depending on your location and the shipping method selected at checkout. You can see estimated timeframes during the checkout process. Please note these are estimates and not guarantees.
What are your shipping options?
We offer a range of shipping options within Australia. Standard shipping is available for all orders. Express shipping options may be available depending on your location. All delivery timeframes are provided at the checkout based on your delivery address.
Do you ship internationally?
We currently ship within Australia only.
What happens if I’m not home when my order is delivered?
If you are not available to receive your parcel, the courier will usually leave a card with instructions on how to arrange a redelivery or where to collect your parcel from. For security reasons, parcels cannot be left unattended.
RETURNS, EXCHANGES & REFUNDS
What is your returns policy?
We offer a 30-day change-of-mind return policy. Items must be unworn, in their original condition, and in the original packaging with all tags attached. Proof of purchase is required.
How do I return an item?
Returns are easy through our online portal. Please visit our Returns Page to initiate a return. You will need your order number and email address to begin the process.
How long does a refund take?
Once we receive your returned item and inspect it, we will process your refund. Refunds are issued to the original payment method and can take several business days to appear in your account, depending on your financial institution.
Do you offer exchanges?
We currently offer refunds for change-of-mind returns. You are welcome to place a new order for a different size or style on our website.
PRODUCT & SIZING
How do I find the right size?
We provide a detailed size guide for each product on its product page. We recommend referring to this guide and measuring your feet to ensure the best fit, as sizes can vary between styles.
Are your shoes true to size?
Our sizing is generally consistent, but we always recommend checking the specific size guide for each style, as fit can vary depending on the design and last used.
How do I care for my shoes?
Care instructions vary by material. We recommend using appropriate protective sprays and cleaning products designed for the specific material of your footwear. Store them in a cool, dry place away from direct sunlight.
WEBSITE & TECHNICAL
How do I create an account?
You can create an account during the checkout process by selecting the option to save your information, or you can create one directly by clicking the “My Account” link.
I forgot my password. How can I reset it?
Click on the “My Account” link and then select “Forgot your password?” You will be sent an email with a link to reset your password.
What payment methods do you accept?
We accept all major credit cards, debit cards, PayPal, and other secure payment methods.
PROMOTIONS & DISCOUNTS
How do I use a discount code?
Enter your unique code into the ‘Discount Code’ field at the checkout and click ‘Apply’. The discount will be deducted from your order total.
Where can I find promotional offers?
To stay updated on our latest offers and collections, we recommend signing up for our newsletter and following us on social media.
Why isn’t my discount code working?
Please check the terms and conditions of the promotion. Ensure the code is entered correctly, that it is valid for the items in your cart, and that the minimum spend requirement (if applicable) has been met.
GIFT CARDS
How do I purchase a gift card?
Digital gift cards can be purchased directly on our website. They are delivered via email instantly.
How do I check my gift card balance?
You can check your balance during the checkout process by entering the gift card code.
How do I use my gift card?
Enter your gift card code into the ‘Gift Card’ field during checkout and click ‘Apply’. The amount will be deducted from your order total. If your order total is less than the gift card value, the remaining balance will stay on the gift card for future use.