The shoes just don't fit 

We understand that buying shoes online can be a little bit daunting and at Via Nova Shoes we want you to feel happy with your purchase and your shopping experience.

This is why if the shoes just don't fit,  you can return them within 30 days for a full refund minus shipping expenses. You can also receive a store credit to use online or at our stores in Balwyn, Ashburton and Moonee Ponds (VIC). 

To be eligible for a refund the shoes must be:

Help, I think the shoes might be faulty... 

Although at Via Nova shoes we strive to produce the highest quality leather shoes, sometimes the shoe may be faulty. In this case, Via Nova shoes abides by the rights you are entitled to under the Australian Consumer Law. 

We might request photos of the faulty item prior to approving the return as well as consulting with our manufacturer to determine if the item is faulty. If the item is found to be faulty, you will receive a full refund for that item including the delivery charge unless the delivery charge has been previously refunded for that order.

Please go to our returns page and follow the process or email us at balwyn@vagoimports.com.au to discuss the item.

If a product(s) is faulty or is not the product(s) you ordered, you may receive a full refund of your purchase price plus shipping charges, or you may exchange the product(s), or you may receive a store credit for the full purchase price plus shipping.

If the product is not eligible for a refund we will contact you and return those items to you at your cost (Shipping rate of $16 for Australia).

Refunds for sale and discounted items

Items purchased during a discount /sale period will not be refunded unless they are faulty but you will receive store credit for the same amount of the purchase.  Please follow the return process if you believe the shoes are faulty.

 

HOW TO RETURN A PRODUCT(S)

To return a product(s), you must first complete a return authority form. This can be found here, or by clicking the returns link on the bottom of the page. You can also email accounts@vagoimports.com.au with the order number and we will complete the form for you.

Once we receive the form, we will contact you with instructions to ship the item(s) to us. If you are returning a possible faulty item, we will contact you to request photos or more information. Once we receive the shoes, our accounts team will then process the refund within 7 days and notify you.

We reserve the right to decline an item for refund if:

In this case, we will contact you to let you know the items are not eligible for a refund.