We accept returns on unworn items within 30 days of purchase.
All items must be returned in original condition, with all original packaging, including shoe boxes and protective materials.
Returns that do not meet these conditions will be sent back at an additional charge.
Please send all returns to:
Shelly Shen
57A Myrtle Street
South Yarra VIC 3141
Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
REFUNDS & CREDIT NOTES
Full-priced items, including those purchased with sitewide promotions or coupon codes, are eligible for a refund to the original payment method.
Sale items are eligible for a credit note only.
NO EXCHANGES
We do not offer exchanges.
If you require a different size or style, we recommend placing a new order to secure availability
PROCESSING
During sale and promotional periods, dispatch, shipping and returns may be delayed.
Orders are typically dispatched within 48 hours.
Returns are processed within 5–10 business days from receipt at our warehouse.
All updates will be provided via email once complete.
Please allow the above timeframes before contacting Customer Care.
Thank you for your patience.
DAMAGED/FAULTY ITEMS
Please contact our Customer Care team via hello@shellyshen.com. Please ensure you submit a photo.
If your item is deemed faulty or damaged, we will offer a replacement, repair, or refund in line with Australian Consumer Law. A product may be considered faulty if it meets the following conditions:
- There is a manufacturing defect.
- It is not fit for purpose.
Signs of wear and tear that are not considered a manufacturing fault:
- Worn or marked finishes (leather, hair on leather, patent leather)
- Scuffed soles
- Stretched straps and leather
- Torn straps
- Scuffed heels
We reserve the right to repair for minor issues, as per ACCC guidelines. We will accept returns on faulty items within a reasonable time frame after assessment by one of our Customer Care team members.
FINAL SALE
All sale styles marked FINAL SALE cannot be returned or exchanged unless deemed faulty. No returns or exchanges will be accepted for incorrect size.
Please note that in the case of FINAL SALE Items the discounted price is a reflection the shoes not being in a perfect condition.
These styles may vary in appearance including minor blemishes and colour fading.