Refund policy

Returns and refunds

If a pair is not right, you can return it. This page sets out the window, the condition boots need to be in, who pays for what, and how long a refund takes.

The return window

You have 30 days from the date you receive your order to start a return. Contact us within that window — the boots do not have to be back with us by day 30, but the request does have to be made by then.

To start a return, email support@outbackfootwear.com with your order number and which pair you are returning. We will reply with the return address and confirm anything you need to include. Please do not send a parcel back before contacting us; an unannounced parcel is difficult to match to an order.

Condition

Boots must come back unworn outdoors, with the original box and any tags still attached, and in a condition we could sell them in. Trying a pair on indoors is expected and does not affect your return. Walking them down the street does: once a sole has picked up grit or scuffed on pavement, the pair cannot go back on the shelf. Boots that have been resoled, stretched, dyed, treated or damaged after delivery cannot be accepted.

Keep the box. A boot box is part of what you bought, and a pair returned without it is harder for us to accept.

Who pays for return postage

You pay the return postage on a change-of-mind return. Standard delivery to you was free, so there is no outbound charge for us to withhold — you get the full price of the boots back. We recommend a tracked service — until the parcel reaches us it is your responsibility, and we cannot refund a return we never received.

We pay when the fault is ours: a pair that arrived damaged, faulty, or that is not what you ordered. In that case email us with a photograph before sending anything back, and we will cover the return cost or arrange collection.

Restocking fees

There are none. We do not deduct a restocking or handling fee from any refund.

How the refund is issued

Once your return arrives and we have checked it, we issue the refund to the original payment method. We aim to process it within 5 business days of receiving the parcel. How quickly the money then appears is down to your bank or card issuer, and is usually a further few business days. If more than 10 business days have passed since we confirmed your refund and nothing has arrived, contact us and we will chase it.

Faulty boots

If something is faulty, tell us as soon as you notice — email support@outbackfootwear.com with your order number and a photograph of the problem. Do not attempt a repair first, as that limits what we can do. A confirmed fault is refunded or replaced in full, including postage both ways.

Ordinary wear is not a fault. Leather creasing across the vamp, a sole wearing down with use, or a finish taking on tone are the boot behaving as leather behaves.

Exchanges

The fastest way to change size or width is to return the original for a refund and place a new order, so the pair you want is not held up while a parcel is in transit. If you would rather we set something aside for you, call the shop and ask.

If we cannot agree

If you are not satisfied with how a return has been handled, reply to your existing email thread and ask for it to be escalated. We will respond to an escalation within 2 business days. Nothing in this policy affects your statutory rights.

Buying in the shop

Boots bought in person at 1468 E Los Angeles Ave are covered by the terms given to you at the till, which may differ from this online policy. Bring your receipt.

Contact

Outback Footwear, 1468 E Los Angeles Ave, Simi Valley, CA 93065, United States
Email: support@outbackfootwear.com · Phone: (805) 526-6072