Frequently Asked Questions

Delivery

How much do you charge for delivery?

All Australian orders will be delivered for FREE using Standard Delivery. All New Zealand orders will incur a $15 fee.

When will I receive my order?

If you live in Australian metropolitan areas the delivery time is 2-4 business days. If you live in Australian rural areas the delivery time is 4-10 business days. Express delivery time is 1-2 business days.

Do you deliver to anywhere in Australia?

We deliver to most addresses within Australia. We do not deliver to Parcel Lockers or Click & Collect locations.

Do you deliver internationally?

Yes! For delivery to New Zealand please change your country at checkout to New Zealand from the drop down menu. A $15 shipping rate will be added to your order. Please allow up to 7 working days for your order to arrive. All New Zealand orders are exempt from paying Australian GST and this amount will be deducted off your order.

I have ordered an item that is no longer available

Mountfords is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an ordered item isn't available, or we are unable to fulfil your order, we will notify you within 2 business days to advise whether we are able to place a backorder or provide a full refund.

Can I change the delivery address after I have ordered?

We start processing and packing your order as speedily as possible after you click ‘Place Order’. This helps us to send your goods quickly but this also means that we're unable to make changes to your order, including delivery address, changing colours and sizes or removing items.

How can I track my order?

You should be contacted within 1 business day via email with a tracking number which you can use to track your order.

Why have I received two tracking numbers?

Your order will be sourced from our warehouse or at times when warehouse cannot fulfil your order, it can be sourced from our Mountfords stores, or often a combination of both (for orders containing more than one item). Orders containing more than one item may receive more than one tracking number and may be delivered at different times.

Will I need to be present at my nominated delivery address when my order arrives?

If you are not available at your nominated delivery address & the delivery driver deems it as unsafe to Safe Drop the package, the driver drops off your order at the nearest Australia Post for pick up. The driver will leave a note in your mail box to let you know you have missed a delivery and where it can be picked up. This applies to standard Australian deliveries.

Returns

What is Mountfords's return policy?

We understand that sometimes a product just doesn't fit, thats why we offer free 30 day returns for all Australian orders.

If you wish to receive a REFUND for your purchase, your item must meet these guidelines:

  • Purchased within the last 30 days
  • Unworn, undamaged and unmarked
  • In their original condition and
  • In the original packaging and shoe box (we consider this part of the item).
  • Mountfords does not accept returns after 30 days from the date of purchase.

If you qualify for a return, you are not liable for the postage cost of returning products within Australia via Mountfords's nominated courier service or an Australia Post return booked via our Returns Booking page.

If any items are not eligible for a refund we will contact you and return those items to you at your cost. These items will incur a postage charge - $10 for Australian returns and $15 for New Zealand returns. All efforts will be made to contact you, however, if we do not hear from you within 30 days we reserve the right to dispose of your items.

How do I return my order?

Please visit our Returns page and follow the instructions provided.

Where do I find my Web Order Number?

This can be found on your order confirmation email sent to you at the time you place your order.

How long does the return process take?

Depending on your method of delivery, it can take up to 10 working days for your returned goods to arrive at the Mountfords warehouse.

Once the goods have been received, they will be evaluated to see if they are eligible for a refund, this process can take 4-6 business days. You will be notified by email if the refund is approved and it will then be processed by our Finance team.

Depending on your banking institution, your refund will appear in your account approximately 1-7 business days after it has been processed.

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

  • The return was made after 30 days
  • The products are marked, damaged or show signs of wear
  • The products are not returned in their original and undamaged box or packaging

We will contact you if any items are not eligible for a refund.

I placed my order using online credit - will I be refunded?

If an online credit was used to place your order, we will provide you with another online credit code, valid for 12 months.

I placed my order during a sale or promotion - will I be refunded?

Items that were bought during a sale or discount promotion will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.

Can I exchange my shoes if they don’t fit?

If the size isn’t quite right for a product you’ve ordered & you’d like to try and exchange it for another, we recommend that you phone or head in to one of our Mountfords Stores to see if they have the alternative size in stock.

Once in-store, if your alternate size is available, our store staff will be able to exchange your order for you. Please note if there is a difference in the value between your orders/ the products you’re exchanging you will need to pay for this in-store at the time of the exchange.

If Mountfords need to refund you for any difference in value, a cash refund of up to $20 can be processed in-store at the time of the exchange.

If the difference owing to you is greater than $20 our store staff are unable to process this on the spot & will need to register a return with our e-store team for you original order, requiring you to pay for your alternate pair of shoes in full in-store.

We are unable to facilitate any exchanges online or via returns to our warehouse, this can only be done in-store.

Help! I think my item is faulty!

The Mountfords Shoes Returns Policy includes the rights you are entitled to under the Australian Consumer Law.

If you have received faulty goods, and the purchase was made within the 30-day return period please contact us.

If your shoes have developed manufacturing faults after they have been worn, please contact our Customer Service Team via email at orders@Mountfords.com.au, or by phone on 1800 020 089 (AUS) between 8am and 4pm (Melbourne time) Monday to Friday (excluding public holidays).

Mountfords Shoes may request photos of the fault claim prior to approving the return. We may also consult with the supplier or manufacturer to determine if the item is faulty.

If the item is found to be faulty, Mountfords shoes will repair, replace or refund your order where appropriate.

Payment

What forms of payment are accepted?

Mountfords accepts MasterCard, VISA, American Express as well as PayPal.

I have a voucher code. How do I apply it?

You can apply your voucher code at the checkout after you've filled in your details, simply enter the code into the 'Voucher Code' box and click 'Apply'.Each voucher code has unique terms and conditions. If you're having trouble using your voucher please contact our Customer Happiness team.

Is it safe to use my credit card on Mountfords?

Yes! Mountfords understands that the safety of your personal information is extremely important to you. We use globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access.For more information regarding the security of your personal information, please read our Privacy Policy.

What is PayPal?

PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. PayPal has over 100 million member accounts in over 190 countries. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant.For more information, please visit the PayPal website.

General

How do I place an order?

To place an order, simply select the item you wish to order, add the correct size to your bag and proceed to the checkout.

The shoes I want aren't available in my size. What now?

The stock on our website is an accurate reflection of the stock we have in our warehouse. Please contact us if you'd like to know if, or when, we'll get any additional stock of that particular shoe. 

Please note: If the item is an already reduced item, we will not be restocking.

How do I unsubscribe from your mailing list?

On the bottom of every newsletter we send there is an "Unsubscribe" link. Simply click "Unsubscribe" and it's as easy as that. We'll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.

I have seen the same product on another site. Do you price match?

We do keep an eye on our competitors’ prices and are in constant communication with our suppliers, however, due to our generous fast delivery and 30-day free return policies; we don’t match the short term price changes of other retailers. We do offer end of season sales, so if you're after a bargain, check out our Sale page!

Do you have any tips for trying on shoes?

We recommend you try the shoes on carpet to avoid scratching the soles and use a stocking or sock when trying on lighter coloured shoes, especially bridal shoes.

How do I search for a specific brand/style?

You can search the entire product range on site by using the search bar at the top right-hand corner of the screen. Alternatively you can use the filters on the left hand side of the screen when you’re browsing the categories for example. These will allow you to filter items by brand/category/colour/size/material so you can find what you're looking for faster!

I tried to check out and the item in my shopping cart disappeared, what happened?

We're sorry that you weren't able to complete your order. The stock on Mountfords is live and reflects what's available in real time. Placing an item in your shopping cart doesn't guarantee the purchase of an item. Until you've completed the checkout process another customer may have purchased the item, even if it's in your cart.

How do I create a Mountfords account?

Click 'Register' at the top right-hand corner of the screen and enter your details in the fields provided.