Free Shipping in Australia
Xelero Shoes is dedicated to helping you find the Perfect Fitting shoe. Our Therapeutic shoes are designed to accommodate a wide range of common foot issues. Available for Men and Women in Sizes: 6 to 14 and Widths: Medium to 6E, extra depth, with removal inserts for Custom Orthotics and AFO’s.
We have taken all the worry out of ordering shoes on-line. With our Free Shipping on orders and our *First Return on Us Policy (FROU), you may return any purchased shoe within 30 days, at no cost*. Final Sale items are not returnable or refundable. See *FROU policy below.
To help determine if the shoe is the perfect fit, we recommend you wear the shoe for 15-20 minutes in the morning and again late afternoon, on a clean dry surface. If you are not satisfied, the shoes must be in New condition when returned, shoes that show signs of wear, scuffed or dirty are not returnable/refundable. So, take a couple of days to try them on and walk on a clean surface to make sure they fit properly. If you have a complex foot or ankle condition we recommend you check your footwear with your treating specialist.
Most of our Xelero shoes include 2 footbeds. In addition to the main insert with arch support, there can be an additional flat foam insert. The foam insert allows you to adjust the fit of each shoe. Want a snugger fit (add an insert), need more room (remove an insert) for the perfect fit. We suggest to keep the insert that you remove in case you decided you need it for a later use.
Return unworn new shoes within 30 days of delivery for a full refund. Shoes must be completely clean on top, bottom, and show no indication of wear. Return shoes in their original shoe box with all shoe inserts, and shoe packing material using the pre-paid return label. We will issue a full refund when the shoes are received. An email will be sent confirming a refund has been processed. Please allow 14 days from time of delivery for return and refund processing.
*The First Return on Us Policy* Free return shipping on your first pair of shoes/order is on us! All returned items must fit in one box as part of the First Return on Us program. Any consecutive orders placed within 90 days, a prepaid return label will be provided to you and a flat fee of $20 per label will be deducted from your refund. Returns received after 31 days will receive a 50% refund. Returns received after 45 days will not receive any refund. (Return window is calculated from the date of the delivery to you, to the date AUST POST scans the package for the return – transit times do not count in the 30 days.) We are sorry we cannot accept back worn shoes, and if returned, there will be no refund. Final Sale Items are not returnable.
Contact our customer service team at info@xeleroshoes.com.au to start the return process. Please include your order number and reason for return in your email. We will provide you with an AUST POST return label and ask you to drop them off at an AUST POST location within 3-5 days of label receipt. Please follow instructions below to prepare your return.
If you feel there is a problem with your shoes, please email us at info@xeleroshoes.com.au. Please include your name and order number, a description of defect and attach at least 4 of the following images.
1. A close image of the defect.
2. A side profile image of the shoes.
3. An image of the bottom of the shoes.
4. An image from the top of the shoes including tongue lable
All inquiries will be reviewed and responded to within 2-3 business days. Shoes worn past their useful life will not be deemed defective. Excessive wear and/or improper use will also not be deemed defective. Purchases over 180 days do not apply. We can only help you with shoes purchased on www.xeleroshoes.com.au If purchased elsewhere, please contact the retailer where you made your purchase and they will be able to assist.
