Our team want you to feel confident shopping with us. If your shoes aren’t quite right, we’re here to help with exchanges, change of mind returns, and support for faulty items.

Exchanges

Finding the right size online isn’t always easy, and we want you to love your Sala shoes, so we are happy to offer exchanges when required.

To qualify for an exchange:

• Email our team at hello@salaeurope.com.au within 30 days of your order date

• Items must be unworn, undamaged and unmarked, in their original condition and packaging

• Ensure you wrap the shoes inside the shoe box to protect them during transit. Although this item isn’t your perfect pair, it will be someone else’s

Please Note:

• Return shipping for exchanges is the responsibility of the consumer, however we will ship the new pair back to you for free (AU only)

• For New Zealand orders, new pairs will incur a $10 flat rate shipping fee

• Any returns received with damaged packaging due to improper preparation for transit will incur a $5 re-boxing fee

• Replacement pairs are shipped once your original pair has been received and passed our condition assessment

• Sala reserves the right to reject / cancel an exchange if the product arrives in a worn, marked or damaged state
  

Change of Mind Refunds

We’re happy to offer refunds on full-priced items purchased online, as long as your request is made within 30 days of your original order date.

To qualify for a change of mind refund:

• Email our team at hello@salaeurope.com.au within 30 days of your order date

• Items must be unworn, undamaged and unmarked, in their original condition and packaging

• Ensure you wrap the shoes inside the shoe box to protect them during transit. Although this item isn’t your perfect pair, it will be someone else’s

Please note:

• Return shipping for Change of Mind Refunds is the responsibility of the consumer

• Any returns received with damaged packaging due to improper preparation for transit will incur a $5 re-boxing fee, which will be deducted from the final refund amount

• Refunds will be processed onto the original payment method once your original pair has been received and passed our condition assessment

• Any original shipping charges are not eligible for refund

• Sala reserves the right to reject / cancel a refund if the product arrives in a worn, marked or damaged state

Sale & Final Sale Items

Final Sale / Discontinued items (clearly marked) are not eligible for return, exchange, or store credit, unless deemed faulty under Australian Consumer Law.

Sale items (discounted but not marked as Final Sale) are eligible for refunds or exchanges under the same conditions as above.

Faulty, Damaged, or Incorrect Items

While our team place a high emphasis on quality control while processing an order, sometimes mistakes happen. If you have received an incorrect order, please contact us at hello@salaeurope.com.au as soon as possible. We will issue you with a pre-paid return label to return the incorrect item and arrange for the correct item to be shipped as soon as possible.

If your shoes arrive with a fault or develop one unexpectedly, please contact us at hello@salaeurope.com.au with some clear images and description of your concerns so we can assess and resolve the problem quickly. If the item is deemed to be a manufacturing fault, we will repair, replace or refund the item at our discretion.

Please note: Items damaged due to everyday wear and tear, accidents, misuse, or improper care are not considered faulty.

By processing your payment with Sala Europe you are accepting the above terms and conditions regarding shipping, refunds and exchanges of that purchase.

FAQ:

Q: Can I exchange my order if the size isn’t right?
Yes! We know shopping for shoes online can be tricky, so we’re happy to offer exchanges within 30 days of placing your order. Email us at hello@salaeurope.com.au to start the exchange process. Final Sale & discontinued items are not eligible for return.

Q: Do I have to pay for shipping on an exchange?
Yes. Return shipping for exchanges is the responsibility of the consumer.

Q: Can I get a refund instead of an exchange?
Absolutely. Refunds are available on items purchased online, provided your request is made within 30 days of placing your order. Final Sale & discontinued items are not eligible for return.

Q: Are sale items refundable?
 Final Sale / Discontinued items (clearly marked) are not eligible for return, exchange, or store credit, unless deemed faulty under Australian Consumer Law.

Sale items (discounted but not marked as Final Sale) are eligible for refunds & exchanges. 

Q: Do I have to pay for shipping on a return?
Yes. Return shipping for all returns is the responsibility of the consumer.

Q: How do I return an item for a refund?
Email us at hello@salaeurope.com.au and we’ll let you know the next steps. Once your item has been received and inspected, your refund will be processed back to your original payment method.

Q: How long will my refund take?
Refunds are typically processed within 2 business days after we receive your return, allowing for the inspection process. Once the refund has been paid, you will receive a refund notification email. Please allow 24 – 48 hours once the refund has been paid for the funds to reach your account.

What if my shoes are faulty or incorrect?

On rare occasions faults and mistakes can occur, email us hello@salaeurope.com.au and we will work with you as quickly as possible to remedy the issue. 

(Everyday wear and tear, misuse, or improper care are not considered faults.)

Need a hand?

We’re here to help!

If you have any further questions about sizing, returns or shipping, get in touch with our friendly customer care team – We’ll make sure you’re stepping out in style and comfort as soon as possible.