FAQ's

Here are the most frequently asked questions. If you don't find the answer you're looking for, feel free to reach out to Customer Care.

 

GENERAL ENQUIRIES

Do you provide opportunities for PR collaborations?

Yes, we do offer PR opportunities. If you’re interested in collaborating or need more information, please contact us at mail@toosishoes.com. We’re always excited to explore new partnerships and opportunities!

 

ORDER

Can I order over the phone?

Unfortunately, this option is not available for online purchases. All transactions must be completed online.

What payment methods do you accept?

We currently accept the following payment methods: credit and debit cards, including Visa, MasterCard, and American Express, as well as Apple Pay, Google Pay, Shop Pay, PayPal, and AfterPay.

Can I add, modify, or remove an item from my order after it's been placed?

We start processing your order immediately to ensure quick delivery, so we're unable to cancel orders once they've been placed. If you wish to make changes after receiving your order, please return the items in accordance with our Returns Policy.

How will I know my online order was received?

After placing an order, you'll receive a confirmation email from us. We will also notify you via email when your order has been shipped. If you don’t receive a confirmation email within 24 hours, please contact Customer Care  to verify that your order was received.

What happens if my items are not available?

We are dedicated to delivering excellent customer service and high-quality products. We strive to ensure that all items listed on our website are in stock and that pricing is accurate. In the rare event that an item is unavailable, or we cannot fulfill your order, we will inform you within 24 hours to arrange either a backorder or a full refund.

What should I do if I receive damaged or defective items?

If your items are damaged during shipment, please contact our Customer Care department right away. We will assist you in resolving the issue promptly.

 

DISPATCH & DELIVERY

What are the shipping fees?

Toosï is happy to provide free shipping on all orders over $50 within Australia.

How long will it take for my order to arrive?

Express orders will be delivered within 1-3 business days. Standard post orders typically arrive within 3-5 business days after dispatch (as confirmed by Australia Post). For Western Australia, far north Queensland, the Northern Territory, and remote areas, please allow an additional 2-3 days for delivery. For more details, please review our Shipping Policy.

How do I track my order?

You can track your order status by logging onto your customer accounts and viewing your orders.

Do you ship to P.O box addresses?

Yes, we ship to P.O box addresses.

Do you ship internationally?

No, we're sorry Toosï only delivers online orders to Australian addresses.

 

AFTERPAY

Afterpay is now available for online orders! Enjoy your purchases right away and spread the cost over four equal payments, made every two weeks.

What is Afterpay?
Afterpay is a payment option for online orders that allows Australian customers to receive their purchases immediately and pay in four equal, interest-free installments. It’s similar to a modern layby system: you get your items right away and pay for them over time, either with a quarter of the price upfront or none at all if you're an existing customer.

Who can use Afterpay?
Afterpay is available to you if you:

  • Live in Australia
  • Are at least 18 years old
  • Use an Australian credit or debit card for the purchase

What will Afterpay cost me?

Using Afterpay does not incur any additional costs or interest. You will pay your installments directly to Afterpay according to the payment schedule they send you via email. However, if a payment is missed, a $10 late fee will be charged, with an additional $7 fee added if the payment remains overdue after seven days. Standard card fees and charges may still apply, so please check your card issuer’s terms and conditions for details.

Is there a maximum spend for Afterpay?

Yes, the maximum order value for Afterpay is AUD $1,500.

How are Afterpay installments calculated on each product page?

The Afterpay installments shown on a product page represent 25% of the product’s current price, excluding any delivery charges. Delivery costs will be included in the quoted installment rate when you choose your delivery method and select Afterpay at checkout. This rate will also match the installment details provided in your Afterpay order confirmation email.

Do I need to register with Afterpay before making my first purchase with Toosï?
No, registration is not required. Simply select Afterpay as your payment method during checkout.

Will I need to fill out a credit application to use Afterpay?
No, Afterpay does not require a credit application. Your Afterpay account will be linked to a credit or debit card that has already been approved by your card issuer.

How do I pay using Afterpay?
To use Afterpay, follow these steps:

  1. Browse our site and add items to your cart.
  2. When you're ready, proceed to checkout.
  3. Enter your delivery details.
  4. Choose your preferred delivery method.
  5. Apply any discount codes if applicable.
  6. Select Afterpay as your payment option and follow the prompts to complete your order.

If you’re using Afterpay for the first time, you’ll need to provide payment details to complete the purchase. Once approved and you’ve set up your Afterpay account, you can use Afterpay for future purchases by logging in and providing your Afterpay login details and CVC at checkout.

How long does Afterpay approval take?
Approval is typically instant if you meet all criteria and don’t have too many outstanding Afterpay orders.

Will I always be approved by Afterpay?
Approval is at Afterpay’s discretion. If you have too many outstanding orders, you may be declined. Make payments toward previous orders if needed before trying again. If you think you’ve been declined in error, contact Afterpay at info@afterpay.com.au or 1300 100 279.

Why could I be declined by Afterpay?
Afterpay handles the approval process, and reasons for decline may include having too many outstanding orders. Make payments on previous orders if necessary before trying again. For other issues, contact Afterpay directly at info@afterpay.com.au or 1300 100 279.

When will my Afterpay order be shipped?
Orders paid with Afterpay will be processed and shipped as usual, following the same timeline as orders paid in full at checkout. Afterpay only affects the payment method, not the shipping process.

Can I split my payment between Afterpay and another method?
No, payments cannot be split. Place separate orders if you wish to use both Afterpay and another payment method.

Who should I contact if I have questions about my Afterpay account?
For general inquiries, check Afterpay’s FAQs at www.afterpay.com.au/faqs. For further assistance, email info@afterpay.com.au or call 1300 100 279.

When will my Afterpay installments be due?
For first-time Afterpay customers, the first payment is made at checkout, with the remaining three payments deducted every two weeks over six weeks. For future purchases, if under $500, the first payment is due 14 days after the transaction. For purchases $500 or more, the first payment is due at the time of the transaction. Payments and schedules can be managed through your Afterpay account, and transactions will appear as AFTERPAY PTY LTD MELBOURNE AUS on your card statement.

Can I return items purchased with Afterpay?
Yes, items paid for with Afterpay can be returned following our standard Online Returns policy. Refunds will be processed and communicated via Afterpay, adjusting your payment schedule or issuing a refund based on the return.

Where can I learn more about Afterpay?
Visit Afterpay’s comprehensive FAQs at www.afterpay.com.au/faqs. For further questions, contact Afterpay at info@afterpay.com.au or 1300 100 279.

 

PAYPAL

PayPal offers a secure and convenient way to make online payments without the need to enter your credit or debit card details each time.

Benefits of PayPal:

  • Secure: PayPal encrypts your financial information, ensuring a safe online payment experience.
  • Flexible: You can link multiple cards and bank accounts to your PayPal account and select your preferred payment method at checkout.
  • Convenient: Use PayPal to pay on millions of sites, whether on your computer, mobile device, or within apps.

For more details, visit the PayPal Website.

 

STORE CREDIT

How to Use Your Store Credit

Using your Toosï store credit is straightforward:

  1. Log In: Sign into your account where your store credit will be automatically applied at checkout.
  2. Credit Application:
    • If your purchase is less than your available credit, the remaining balance will stay on your account for future use.
    • If your purchase exceeds your store credit, you will need to pay the difference with a credit or debit card to complete the order.
  3. Returns: Items bought with store credit can be returned, except for final sale items.