Shipping | Returns

🌱 SHIPPING AND RETURNS

We ship to Australia & New Zealand using Australia Post.

Shipping rates starts from AU$9.95 Australia Wide and from $19.95 to New Zealand

Our Standard Delivery rate includes an Authority to Leave. When you give authority to leave, you are allowing our carriers to leave the package unattended at your address without a signature. Please note if you opt to leave your order unattended, Bprimal will not be responsible for any lost or stolen packages. 

You can elect to have your package delivered with a signature on delivery for an additional $2 fee. 

Express Shipping is also available starting from AU$16.95

We endeavour to dispatch your order the same business day if placed before 12pm, however during sale periods and busy times of the year there may be delays.

You will receive a tracking number and link to track your delivery once it has been dispatched.

Some models/sizes are ONLY available on pre-order - if you order items that are not in stock, it will say Pre-Order Now instead of Add to Cart when you check out. Delivery for pre-order items generally take 2-4 weeks. If you would like to know an estimated time frame prior to ordering, please contact us. 

If your order contains a combination of pre-order and instock items, your whole order will be sent once the pre-order item arrives. If you would like the instock item(s) to be sent separately, you will need to pay for the shipping cost, so please email us to arrange it.

CHRISTMAS CUTOFF DATES 

🌱 RETURNS

Click here to lodge a return request

We understand that selecting the right size when buying shoes online can be difficult. If you have any questions or concerns about sizing, we'd be more than happy to assist. Just email us at info@bprimal.com for assistance.

If your order isn’t right for you, you can return it for a refund or exchange within 30 days of receiving your order - providing all the return checklist guidelines below are met. Simply click on the button below to request a return and follow the instructions to send the item(s) back to us.

So that our warehouse can identify you, please fill out your name and order number on the returns slip you received in your package.

If you purchased our Free Return Guarantee at checkout, your return shipping label with Sendle will be free when you lodge your return through our portal. (1 label only per order).

Please note that if you choose to drop off at a Sendle Location, a printer is required, as you are required to repack, and print and attach the label to the parcel. 

Please note: If you have purchased our Free Return Guarantee and you do not have a Sendle drop off location near you, or don't have a printer, please contact us and we can arrange the return via Australia Post. We do not reimburse postage cost so make sure to contact us so we can provide a label to you. 

🌱 EXCHANGE

Shipping is free for an exchange (one exchange per order) where we cover the postage to you for the exchange pair. Please note that postage costs to return the item(s) to bprimal remain the customers responsibility, unless you are in Australia and have purchased our Free Return Guarantee.  

To expedite the returns process you may wish to place a new order and return the original order for refund. You may also wish to do this if you would like to ensure the new item is available as no stock is reserved until we receive and process your exchange.

🌱 REFUND

If you are not 100% satisfied with your purchase from bprimal you can return your purchase to us for a full refund minus any postage costs or a store credit.

* Please note that exchange orders, can only be returned for store credit *

We are not able to accept returns on worn shoes of any kind. If our returns team determines that your shoes show signs of wear, you will be notified via email and will not be refunded, your shoes will be donated to charity or you can pay to have them shipped back to you. No exceptions will be made.

🌱 FAULTS / WARRANTY CLAIMS

All items we sell are covered under warranty which ranges from 30 days - 3 years depending on the product. If you believe you have received an item with a manufacture fault, please notify via email us as soon as possible info@bprimal.com with photos and description of the problem.

Our policy is to repair any minor faults as we do not believe perfectly good shoes should end up in landfill. If it is a major fault or not repairable, we will offer a replacement or a store credit. 

🌱 CORRECT TOES RETURNS

We offer a 30-day-no-worries return policy for Correct Toes, with a 90-day materials warranty, if they split or break during use. You may also return Correct Toes within 30 days, even if they have been used or modified.

🌱 RETURN CHECKLIST

We are unable to accept any item(s) that have been damaged or shows sign of use (Correct Toes excepted - see above); the product must be in new and original condition for us to accept a return. 

Please note we are unable to accept shoes returned with scratched or dirty soles.

We advise that when you try on your new shoes for the first time you do wear socks and test them out on the carpet, just in case! 

To us the branded shoebox is as important as the shoes themselves, therefore we can’t accept shoes back for an exchange or refund without the original packaging in saleable condition.

We will accept items back for an exchange or refund provided that following conditions are met*:

Unworn and unused with the original tags still attached (if applicable).

In the original packaging which must be in the original condition – please do not attach the returns label directly to the shoe box.

If you are recycling the original post bag the shoes were sent in, turn the bag inside out or cover/remove any existing delivery or courier labels.

*We reserve the right to refuse the return of goods which are not sent in accordance with our returns policy and we may request that you pay for the shipping of such goods back to you. Our returns policy does not affect your statutory rights

Costs for the return of item(s) to bprimal, whether for a size exchange or refund, is the customer's responsibility (with the exception of customers that have purchased our Free Return Guarantee).