Refund and Returns

A product purchased from Trimly may be returned to us within 30 days of purchase accompanied by proof of purchase. The item must be unused and in its original packaging. 

1. Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned, which include opened perishable goods from the Boot Black shoe care range. We also do not accept refunds for Gift Cards. 

To complete your return, we require an invoice number and a receipt or proof of purchase sent with the returned item.

There are certain situations where refunds will be refused upon inspection of the returned item. Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.

Faults: If you have received an item damaged, you can exchange your item for the same product in the same variation, subject to availability. If a faulty item cannot be repaired or replaced we will offer a full refund. 

Shoe Trees: All shoe trees are guaranteed against mechanical failure or manufacturing defect. We do not replace shoe trees that have been misused or broken through forced use. 

Stretchers: All stretchers are guaranteed against mechanical failure through manufacturing defect. We do not replace stretchers that have been missed or broken through over stretching the shoe(s). 

Please email us at info@trimly.com.au. Identify the product defect with accompanying images [and as requested]. We cannot proceed without this information. 

Exchanges: If you have selected an item that is the wrong size or colour, you can exchange your unused item for the same product in the variation you require, subject to availability. If the product variation is not available, you are entitled to store credit. To exchange an item follow the instructions via our Exchange Items page. 

2. Returning items by mail

Check that you qualify for a return

• Were the items purchased in the last 30 days?
• Are your items in their original condition?
• Are they still in their original packaging or box (we consider this a part of the product)?

Once you have checked you qualify for a return, pack the items you want to return into the original packaging or branded box and ensure they are returned to us within the 30-day period. It is also wise to email us tracking information. 

For qualified returns, follow the instructions via our Exchange Items page.

For exchanges, please email us first at info@trimly.com.au to ensure we have your new size / colour / variant in stock. 

3. Cost of Return Shipping

Trimly will cover the cost of return shipping to us. The customer will pay a $12 re-delivery fee to send it back to you via Sendle. Other options are available. 

4. Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven (7) days.

5. Items that cannot be refunded:

Seconds: We do not accept returns for Seconds sales items. All Seconds sales are final. 

Sales Items: Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Change of mind: We do not accept return items based on the change of mind - see Consumer Affairs for more detail.

Damage: Damage due to user wear and tear, poor handling or cleaning methods are not considered faulty and cannot be returned. 

Items not in their original condition or packaging. 

6. Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@trimly.com.au.