Terms & Conditions
Temper & Stone Purchasing, Ordering, Returns and Refunds Policy
Purchasing In Stock Products: While we make every attempt to ensure that the online store reflects the true availability of stock, sometimes an item shown to be available online may be out of stock. If an item you ordered is out of stock we will notify you as soon as possible and, based on your preference, either cancel and refund that particular item or your entire order.
Purchasing Made-to-Order & Customized Products: All made-to-order and customized products reflect the design specifications and measurements supplied by the customer. Temper & Stone is not responsible for consumer errors or change of mind in relation to made-to-order or customized products. Please ensure that you carefully review your order before submitting it, paying close attention to:
- footwear size conversions and EU sizing standards
- suggestions and recommendations about sizing up or down due to the fit, taper or style of footwear chosen
- ensuring all measurements are correct and accurate – if in doubt, get a friend to help out.
Bridal Party & Event Orders: For group orders, orders should be placed together as one order. This will ensure the items are manufactured from the batch of natural material and colors will match to the greatest extent possible noting that all materials are natural in nature and subject to a degree of variation. Orders placed separately may result in some slight color differences.
Production: Custom and made-to-order footwear will only be processed and put into production once payment has been received in full. In-stock items will only be dispatched once payment has been received in full. Buy-now-pay-later orders are processed immediately after confirmation. If your order consists of items that are in-stock and/or pre-orders and/or made-to-order items, items may be dispatched at different times depending on when they are ready for shipment.
Shipping: Delivery times stated are projected estimates, and do not account for any unexpected delays which are out of our control such as those arising from international customs processing, natural disasters, third-party freight provider services, strikes, war etc. We generally do not accept requests for rush orders. Where this is agreed, delivery times are indicative, not guaranteed. The additional fee enables your order to be put
into production as priority and best efforts will be made to have the order to you within the indicated time frame.
Cancellations & Changes: No cancellations can be made once production has commenced on made-to-order items. In-stock orders are automatically processed so we regret that we are generally unable to make any changes to your order after placement. Please refer to our returns policy on our website for more information.
Shipping, Customs, Duties & Taxes: By placing an order with Temper & Stone, you are responsible for original shipping charges, all applicable custom and duty import fees, and the cost of return shipping back to Temper & Stone unless the item/s received are faulty or not as ordered. This also applies to any shipments that are refused by you at delivery. Please check with your local customs office for any customs charges, duties or taxes which may be incurred. Temper & Stone is not responsible for any customs charges or fees imposed by international countries.
Returns: Our returns policy reflects our legal obligations under Australian Consumer Law. Please read this carefully. We do not refund or exchange for change of mind, shipping or stock delays or if the customer chooses the wrong size or provides incorrect measurements. Please use our size guide for taking all measurements and double-check everything before submitting your order. You can choose a refund or exchange if an item has a major problem. This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement. Please keep your proof of purchase—e.g. your receipt.
Temper and Stone reserve the right to make an assessment of the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused. In order to process your return, we may, at our discretion, request and record your ID and personal information. Any personal information you provide will be managed in accordance with Temper & Stone’s privacy policy.