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.
🌱 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 or call us on 07 3060 8441 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 will be free when you lodge your return through our portal. (1 label only per order). If you are in New Zealand you will need to email us to receive your label)
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. If you are returning more than 1 item, please make sure you return them in the same package. Do not use the same label on multiple packages.
If you do NOT have a printer, choose Australia post and show the label to the staff at an Auspost outlet who will be able to print it for you.
Please note: We do not reimburse postage cost. A shipping label must be obtained via our returns portal or via email for NZ customers.
🌱 EXCHANGES
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 have purchased our Free Return Guarantee.
We now offer Instant Exchanges! Use your credit card to get your new items sent immediately, rather than having to wait for your exchanged item to be returned.
You will only pay if your return isn't sent back to us within 10 days of lodging your return.
We place a $1 temporary hold on your card. This will be removed once we receive the item within the return window.
🌱 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 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 your return will be rejected. Your shoes will be donated to charity or you can pay to have them shipped back to you. No exceptions will be made.
We advise that when you try on your new shoes for the first time, wear socks and test them out on the carpet, just in case! Check the soles are clean before sending them back to us.
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. Do not put any tape or writing on the shoebox. Do NOT attach the shipping label to the box. Please cover in a waterproof bag such as the original post bag or a shopping bag.
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.
If you are returning multiple items, please make sure you package them together in the same parcel. Do not use the same return label on multiple packages.
*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
