FAQ 'S

From placing my order how long does it take to ship?

From pick up - orders should arrive in 2-8 business days.  

We use Sendle for our Domestic orders. We are located in Melbourne, therefore so orders that are to be delivered further away, or in remote areas, should expect a longer shipping duration. 

 

International Shipping?

Not at the moment - we are currently working on this. 

 

Forgotten to add something in your order? Or ordered incorrectly?

Unfortunately not. Please place another order with us ASAP, therefore, we may be able to package all items in the same box, to ensure fastest delivery for all items. 

 

What is your returns policy?

We offer returns within 30 days of receiving your items. All products must be in original condition. 

 

Sole Promise:

The sole of your heel should last 3 months from purchase. If for some reason the sole, comes off, please email info@coelo.com.au and we will refund you $20AUD from your order to ensure we cover any costs associated with its repair. 

Please email info@coelo.com.au, with your order number, Name, and any supporting photographic evidence. We will not process the $20 refund without photos.  

 

Shoe/Platform Protectors

These are made to be worn down and damaged in order to protect the heel beneath. If they wear through, purchase another pair to ensure proper protection of the heel beneath. 

 

How do I make a return?

Once you have received your items, you have 30 days to request a return. Beyond 30 days we cannot process a refund.

The products to be returned must be in the same condition you received them. 

To make a return, simply email info@coelo.com.au. In the email please provide the name you ordered with, the order number, which products are to be returned and the reason. Please also provide photos of all items to show they are in correct condition. 

We will provide you with a return label, for you to print. Items to be returned must securely be placed in a mailer bag. Stick the returns label over the old one, so it is completely covered.

You will need to then drop the prepared products, in the correct condition, to a specific Sendle returns location. You can find your local drop off point here

We provide free returns, there should be no charge to return your order, given they are all in original condition. 

You can track your return through Sendle Here

There are certain situations where we will provide partial or full refunds, these include:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 45 days after delivery

We will not provide partial refunds on packaging - such as mailer or shoe box is damaged. Refunds will only be provided on the items you purchased. 

 

When will i get my refund? 

Once we have received the returned items, and they are packaged correctly and still in their original condition - we will notify you and you will receive your refund within 2-5 business days. 

 

Do you do exchanges?

We currently do not process exchanges - simply follow the same returns procedure and place another order with us with the correct size/colour ASAP.

Email us with this information and we will refund you quicker than normal refunds. 

 

Company number (ABN): 76346590613
Registered in Australia.