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Shipping, Returns & Exchanges

How do I process a return or exchange? (AU)

Orders can be returned to the address below subject to our returns policy.

Novo Shoe Group
77G Millers Road
Brooklyn, VIC, 3012
ATT: Freelance Online Returns

Please include your order number on the outside of your return.

Please note, Freelance Shoes is not responsible for any lost or damaged returns. 

Online purchases can also be returned in-store (please find a list of our stores here).

Please note, our stores are simply a drop-off location. Your refund will be processed by Head Office within 1-2 business days of receiving in store.

When will my order be shipped?

We aim to ship all orders within 48 hours of purchase. For large quantity orders, or during busy periods of time, please allow some extra time for your order to be dispatched. Parcels are shipped during weekdays only.

How long will it take for my order to arrive?

Once shipped, Australia Post advise Express parcels to be within 1-2 days (depending on your city/zone). For regular postage, please allow up to 3-4 days for your order to be delivered. For regional locations, this could take slightly longer. For more information, visit the Australia Post website.
New Zealand
Parcels to New Zealand will typically take up to 5 days from dispatch to be delivered, depending on your location.

Where can I find my tracking number?

Tracking numbers are emailed once your order has been dispatched – if you did not receive a tracking number, you may have entered in your email address incorrectly. In this case, you can contact us for shipping updates/tracking information.

Do I need to sign for my parcel?

All parcels dispatched require a signature upon delivery. However, if you are unable to sign for your parcel, Australia Post gives you the option to grant authority to leave the parcel in a safe area (this is actioned by Australia Post, and not Freelance Shoes – Please note that we are not responsible for lost parcels).


What size should I buy?

You can find a link to our sizing chart here.

Can I cancel my order?

We completely get it, we change our minds too! Please reach out to us as soon as possible via the contact form.

Get in touch

Have questions about your order, or a general enquiry?