Refund policy
This policy sets out how Everstok resolves sizing problems and damaged, faulty or incorrect items. It applies alongside the Australian Consumer Law, which gives you rights this policy cannot reduce.
How Our Keep-It Replacement Policy Works
We don't accept physical returns, and we never ask you to post anything back. If something is wrong with your order, you keep the original pair — wear it, gift it or donate it — and we send you a new one. No return labels, no repackaging, no waiting for a parcel to reach a warehouse before anything happens.
Wrong Size — 14 Days
If the size you ordered doesn't fit, email [SUPPORT EMAIL] within 14 days of delivery with your order number and the size you need. Once approved:
• You keep the original pair — nothing is posted back
• We dispatch a brand-new pair in your correct size, free of charge
• You pay only a flat AU$15 replacement delivery fee, payable before the replacement is dispatched
• One replacement per item, per order — so please use our size guide before choosing the replacement size, and email us your foot length if you're unsure
Change of Mind
We don't offer refunds, returns or replacements for change of mind — deciding you no longer want the item, or preferring a different style or colour. The replacement policy above exists specifically for sizing, and Australian Consumer Law does not require change-of-mind refunds. Please choose carefully and use our size guide before ordering.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or isn't what you ordered, email [SUPPORT EMAIL] with your order number and clear photos or video.
Please report it within 7 days of delivery where you can, so we can raise it with the carrier while the evidence is fresh. Reporting later does not remove your rights — it just makes the investigation harder.
Where the issue is confirmed, you keep the item and we send a replacement completely free — no replacement fee, no delivery charge, nothing to pay — or, if you prefer, a full refund including the original shipping you paid. The choice is yours.
Manufacturing Faults
If a product develops a structural or material defect within a reasonable period of normal use, contact us with photos and your order number. Confirmed manufacturing faults are remedied under Australian Consumer Law — a free replacement, with the faulty pair yours to keep, or a refund. This covers defects in how the product was made — not sizing, comfort preference, or wear from ordinary use over time.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major problem — it is significantly different from its description, it is unsafe, or it cannot be made fit for its normal purpose within a reasonable time — you may choose a refund or a replacement, and you may also be entitled to compensation for any other reasonably foreseeable loss or damage.
If the problem is minor, we may choose between repairing the item, replacing it, or refunding you.
These rights apply regardless of the timeframes in this policy, they apply to sale items, and remedies under these guarantees are always provided at no cost to you.
Sale and Promotional Items
Sale, clearance and promotional items are excluded from wrong-size replacements, but remain fully covered by the consumer guarantees above if they are faulty, damaged, incorrect or not as described. Being on sale does not remove those rights.
Processing
Replacement requests are assessed within 1 business day. Wrong-size replacements are dispatched within 1-3 business days of the AU$15 fee being paid. Free replacements for confirmed faults are dispatched within 1-3 business days of confirmation. Refunds, where they apply, are processed within 3-5 business days and can take a further 3 to 10 business days to appear on your statement.
How to Request a Replacement
Email info@everstok.com with your order number and either the size you need (for sizing) or photos of the issue (for damage or faults). We reply within 1 business day with confirmation and, for wrong-size replacements, a secure payment link for the AU$15 delivery fee.