Returns & Exchanges
Last updated: October 2026
At Icon Footwear, we want you to step out with confidence. Please read our policy so you know your options.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to a repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
1. Faulty footwear
If your footwear is faulty, contact us and we’ll sort it out directly. You don’t need to go to the manufacturer.
- In store: bring the item and proof of purchase to 117 Collins Street, Hobart.
- Online: email photos of the fault, a short description and your order number to icon@iconfootwear.com.au.
We’ll assess the item, which may include consulting the manufacturer, and offer a repair, replacement or refund as required by law. For approved faulty returns sent by post, we’ll cover reasonable return postage.
2. Change of mind
We don’t offer refunds if you simply change your mind. See below for size exchanges.
3. Wrong size / doesn’t fit
If your shoes don’t fit, you can return them within 7 days of purchase (in store) or delivery (online) for an exchange (subject to stock) or store credit valid for 3 years. Size returns aren’t eligible for a cash refund.
To qualify, footwear must be:
- Completely unworn (no marks on soles or insoles, no odour)
- In the original box and packaging, with tags attached
- Accompanied by proof of purchase
If your preferred size or style is unavailable, we’ll issue store credit as a digital gift card by email.
4. Sale & clearance items
Sale and clearance items can’t be returned or exchanged for change of mind or sizing. Your rights for faulty items still apply.
5. Returning online orders by post
Please contact us before sending anything back.
- Download and complete our Returns Form
- Email it to icon@iconfootwear.com.au
- Wait for our confirmation before posting
Once approved, please post your return within 7 days. For size exchanges, return postage is at your cost, and we recommend a tracked service, as we can’t be responsible for parcels lost in transit back to us.
Fitting tips
Try shoes on carpet when checking fit. Once worn outdoors, they can’t be returned for sizing.
Need help?
Email icon@iconfootwear.com.au, call (03) 6224 7688, or visit us at 117 Collins Street, Hobart. We aim to reply within 1–2 business days.