Delivery & Returns

Delivery

Every order is sent from Melbourne with tracked delivery. Standard delivery within Australia is included in the price and takes 3 to 5 business days. Express delivery is A$15 and takes 1 to 2 business days. Your tracking link lands in your inbox as soon as the parcel is on its way. We deliver within Australia only for now.

Returns & exchanges

At Pentony, every pair of shoes is thoughtfully designed with care and intention. We hope you love your new shoes as much as we loved creating them.

We understand that sometimes a purchase may not be quite right. If you need assistance with a return or exchange, we’re here to help.

1. Change-of-mind returns

We accept change-of-mind returns for store credit or exchange when requested within 14 days of receiving your order, provided the following conditions are met:

• Shoes are unworn, unused and in their original, resalable condition.
• Shoes are returned in their original Pentony shoebox, with all original packaging and accessories.
• Shoes have only been tried on indoors, preferably on a clean, carpeted surface.
• The soles, uppers, heels and insoles are free from wear, scuffs, scratches or other damage.
• Proof of purchase is provided.

Please take care when trying on your shoes. Even brief wear on outdoor surfaces can leave visible marks, particularly on leather soles.

We reserve the right to decline a voluntary change-of-mind return where these conditions are not met.

We do not offer monetary refunds for change-of-mind purchases. Eligible returns will be provided with store credit or an exchange.

These conditions do not apply to returns made under your Australian Consumer Law rights.

2. Exchanges

If your shoes aren’t quite the right size or you would prefer another available style or colour, please contact us within 14 days of receiving your order.

Exchanges are subject to stock availability and our change-of-mind return conditions.

For approved change-of-mind exchanges:

• Customers are responsible for the cost of returning their original shoes to Pentony.
• Pentony will cover the standard shipping cost of sending the replacement pair to you within Australia.
• If your preferred replacement is unavailable, we will offer store credit for the eligible returned item.
• Any price difference between the original and replacement items will be confirmed before the exchange is processed.

3. Store credit

Approved change-of-mind returns that are not exchanged will be issued as Pentony store credit for the amount paid for the returned shoes, excluding original delivery charges.

Store credit may be used towards a future purchase from Pentony.

Store credit is not redeemable for cash, except where required by law.

4. How to request a return or exchange

To request a return or exchange, please email support@pentonyshoes.com.au and include:

• Your full name and order number.
• The style, colour and size of the shoes.
• Whether you are requesting store credit or an exchange.
• Your preferred replacement size, style or colour, if applicable.

Our team will review your request and provide return instructions.

Please contact us before posting your shoes back so we can guide you through the process.

5. Return shipping & packaging

For voluntary change-of-mind returns and exchanges, customers are responsible for return postage costs.

We recommend using a tracked postal service and retaining proof of postage.

Please place the original Pentony shoebox inside a protective outer carton or mailing bag. Do not attach shipping labels or tape directly to the shoebox.

Pentony is not responsible for return parcels lost or damaged in transit, except where required by law.

6. Processing your return

Once your shoes have been received, we will inspect them to confirm they meet our change-of-mind return conditions.

We aim to process approved returns within 5 business days of receiving the returned shoes.

Once approved, we will arrange your exchange or issue your store credit and send confirmation by email.

7. Faulty, damaged or incorrect items

We take great care in the design and quality of our footwear. However, if you believe your shoes are faulty, damaged or different from what you ordered, please contact us at support@pentonyshoes.com.au.

Include your order number, a description of the issue and photographs where possible.

We will assess the issue and work with you to provide an appropriate remedy in accordance with Australian Consumer Law.

If your shoes fail to meet a consumer guarantee:

• For a major failure, you are entitled to choose a refund or replacement, subject to applicable law.
• For a minor failure, Pentony may provide a repair, replacement or refund as required by law.
• Where required by law, Pentony will reimburse reasonable return shipping costs.

Our 14-day change-of-mind window, store-credit-only conditions and original-packaging requirements do not restrict your rights regarding faulty, damaged or incorrectly supplied goods.

8. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies your rights or remedies under Australian Consumer Law.

9. Contact us

For all returns, exchanges and product enquiries, please contact support@pentonyshoes.com.au.

With love,
The Pentony Team