RETURNS & EXCHANGES
We're Here to Make Things Right
At PaperKrane, we want you to absolutely love your new shoes. If something's not quite right, here's everything you need to know about how we handle returns and exchanges.
LOVE ❤︎ THEM OR SWAP THEM GUARANTEE - FIRST ORDER EXCHANGES
Not quite love at first sight? No problem! We know that finding your barefoot fit can take a little trial and error, so we want to make your first exchange as easy as possible.
🇦🇺 AUSTRALIAN CUSTOMERS — your first exchange is on us
You have two options:
- Option 1 – We'll sort it for you Send your return back to us and once it arrives, we'll organise your replacement order and cover the shipping. Just email us to get started.
- Option 2 – Can't wait? Reorder now Place a new order for the right size or style straight away. Once your return arrives back with us, we'll refund your original order total including the shipping you paid to us. Return postage is at your expense — we recommend using a tracked service.
Please note that first order exchanges must be requested within 14 days of delivery. If your replacement item is a different style or price point, any difference in price will need to be covered by you. Items must be returned in brand new, unworn condition with all original packaging intact.
🌍︎ INTERNATIONAL CUSTOMERS
We'd love to offer our first order exchange benefit to our international customers too, but unfortunately the complexity and cost of international return shipping and duties makes this a little challenging to manage. If your first order isn't quite right, you're welcome to exchange for a different size or style — just cover your return postage back to us and place a new order for the right fit. We're always here to help make the process as smooth as possible.
Please note that first order exchanges must be requested within 14 days of delivery. Items must be returned in brand new, unworn condition with all original packaging intact. Return postage and any applicable duties and taxes are at your expense. Please note that duties and taxes paid on your original order are generally non-refundable — see our FAQ below for more detail.
EXCHANGES & STORE CREDITS
Changed your mind or need a different size on a subsequent order? No problem — here's how it works:
- You have 14 days from delivery to get in touch via email contact@paperkrane.com.
au and organise your return - We offer an exchange for a different size or style or a store credit — we don't offer change of mind refunds
- Items must be returned in brand new, unworn condition with all original packaging intact — including tags (both bag and shoe tags), inner stuffing, dust bag and laces still in their sealed bag
- Return postage is at your expense — please use a tracked service for your peace of mind
- If your replacement item is a different style or price point, any difference in price will need to be covered by you
- Sale, clearance and last chance items are final sale and are not eligible for returns or exchanges
- International customers: any duties or taxes incurred on a replacement order are at your expense. Duties paid on your original order are generally non-refundable — see our FAQ below for more detail.
REFUNDS
We don't offer change of mind refunds. Refunds are reserved for the following circumstances:
- Faulty or damaged items — if your shoes arrive with a fault or damage we'll make it right quickly
- Incorrect items — if we've sent you the wrong item we'll sort it out straight away
- Sold out items — if the size or style you need is sold out and won't be restocked, and you genuinely can't find anything else you love, we'll discuss a refund
In these cases, just email us photos at contact@paperkrane.com.au
- 🇦🇺 Australian orders: We'll email you a prepaid return label and provide a full refund once your return arrives back with us
- 🌍︎ International orders: We'll work out the best solution for you — whether that's a replacement at our cost, a store credit, or a refund. Please note that any duties or taxes incurred are at your expense and duties paid on your original order are generally non-refundable
Ready to Get Started?
Email us at contact@paperkrane.com.au, or check out our Returns & Exchanges FAQs below.
FREQUENTLY ASKED QUESTIONS - RETURNS & EXCHANGES
1. WHAT IF I AM OUTSIDE THE 14 DAY RETURN WINDOW?
We understand that life gets busy! While we can't guarantee a solution outside of our 14 day window, we're always happy to take a look. Email us at contact@paperkrane.com.au
2. I'M AN INTERNATIONAL CUSTOMER - WHAT DO I NEED TO KNOW ABOUT DUTIES & TAXES?
When ordering from PaperKrane outside of Australia, your order may be subject to import duties and taxes charged by your country's customs authority. These charges are outside of our control and are your responsibility as the customer.
- 🇺🇸 United States: Duties paid on imported goods are generally non-refundable. In some cases a formal drawback claim can be made if goods are returned, but this must be pursued directly with US Customs — we are unable to assist with this.
- 🇪🇺 European Union: You may be entitled to a refund of customs duties if goods are returned to a non-EU seller, however this requires you to file a claim directly with your local customs authority. The process varies by country and is not guaranteed — we are unable to assist with or facilitate this process.
- 🇬🇧 United Kingdom: You may in theory be able to claim back import VAT and duties on returned goods through HMRC, however this is your responsibility to pursue directly — we are unable to assist with this process.
- 🌍︎ All other countries: Please check with your local customs authority regarding your eligibility for a duty refund on returned goods. We are unable to advise on or assist with this process.
In all cases, any duties or taxes incurred on a replacement order sent to you are also at your expense. We strongly recommend factoring this in before placing an international order or requesting an exchange.
3. WHAT IF THE SIZE OR STYLE I WANT AS A REPLACEMENT IS SOLD OUT?
If what you're after is sold out and won't be restocked, we'll issue a store credit for your full order amount so you can put it toward something else you love. If you genuinely can't find anything that works for you, get in touch and we'll discuss other options.
4. I PURCHASED DURING A SALE OR WITH A DISCOUNT CODE - CAN I STILL RETURN?
Items on sale, clearance and last chance items are final sale and are not eligible for returns or exchanges, so please choose carefully.
If you purchased a full price item using a discount or coupon code, get in touch and we'll work with you to find the best solution. Store credit is available as an alternative to an exchange, and we'll always honour your original pricing.
5. CAN I RETURN INSOLES OR LACES?
Removable insoles and laces cannot be returned once the packaging/bag has been opened. However, if your insoles or laces are still brand new, unused and in their original sealed packaging we're happy to help within the 14 day return window.
Need Help?
Email us at contact@paperkrane.com.au