Returns Policy

We want you to love your ə'serdiv pieces, but if for some reason you are unhappy with your new purchase, we will gladly offer a refund or one free exchange with the following criteria being met:

Please return your order to us in its original condition and ensure all items are in their original condition, unworn and unused, with all original packaging within 14 days of receiving your order. 

We kindly ask that all shoes be tried on a soft, carpeted surface, as shoes with scuffed soles or worn interiors are not accepted.

All returning purchases will be processed at ə'serdiv’s discretion. Before doing so please ensure you have reviewed the checklist at the bottom of this page to ensure your shoes qualify.

To start a return, you can contact us at studio@eserdiv.com or click through to view your order and request a return via your shipment email. We offer one free return or exchange.

It's important to use the original packaging when returning items, to ensure they are not squashed or damaged in transit. Damaged items will not be refunded or exchanged. Please send your parcel within 14 days of your original order date and share tracking information with us at studio@eserdiv.com.  

If you are exchanging your item, please be mindful that our collections are not produced in heavy volume, so we cannot guarantee that your preferred item/size will be available at the time of exchange. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item and will offer free shipping for any eligible items you wish to exchange for another size, style or colour, subject to availability.

If you live outside of Australia, you can return the item using a courier of your choice. Unfortunately we cannot cover the cost of international returns.

RETURN CHECKLIST

Use our checklist below before returning your order, to ensure your refund or exchange will be awarded: 

- No visible marks to the soles or uppers and insoles
- Only try on your shoes on carpet, as hard flooring will leave marks
- Include all original packaging, including the shipping packaging
- Ensure your return request is submitted within 14 days of receipt
- The items returned to us match those in your return request
Any returns that do not meet the requirements of our returns policy, will not be accepted and no refund awarded 

FAULTY ITEMS

We do apologise for any inconvenience a faulty item may cause and will refund at our discretion for any items deemed faulty. Please note that shoes that are damaged as a result of wear and tear are not considered to be faulty. Both the cost of the item plus shipping will be refunded.

WHAT DEFINES FAULTY? 

- Manufacturing faults.
- Items that have been wrongly described.
- Items that are different to the goods that you ordered.
- Goods that do not do what they are supposed to.
- Items that have defects that were not obvious or we did not bring to your attention.

When purchasing from eserdiv.com, customers are protected under Australian Consumer Law and the relevant State and Federal legislation. If customers wish to make a claim for faulty goods, please email studio@eserdiv.com quoting your order number and outlining the fault. 

Where a claim for faulty goods is made, the following will apply:

• Please notify us immediately and the item(s) must be returned within 14 days of receipt
• The goods will need to be returned and inspected to identify fault and the extent and nature of wear may also need to be assessed.
• We reserve the right to consult with the supplier or manufacturer when assessing whether an item is truly faulty.
• We also reserve the right to repair or replace where applicable in line with the relevant legislation.
• Where a refund is deemed appropriate, a full refund of the purchase price will be credited as well as any delivery or postage charges paid on the original purchase plus any return postage will also be fully refunded.

Please allow from up to 10 business days for the funds to appear in your bank account.