Welcome to our FAQs page. We hope you find the answer to your question here. If not, get in touch via our contact form and we'll be delighted to help.

General/Product Questions

What size am I? Do the boots stretch?
What if my size is not available?
How do I protect my Australia Luxe Collective boots?
Can I wash them?

Shipping & Returns Questions

How can I track my order status?
How do I know when my order has been shipped?
When will my order ship/How long will it take to ship?
Is there anything that could delay my order shipping on time?
What method of payment do you accept?
Will my credit card be charged immediately?
What if I want to cancel/change my order before it ships?
What are the returns/exchange policy?
What if I change my mind once I have received the goods?
Where do I ship my return/exchange?
How should I ship my return/exchange?
Will my credit card be refunded?

What size am I? Do the boots stretch?
All Australia Luxe Collective footwear is made US sizes. We list this size in the drop down menu for easy ordering and on each box. They do need to fit very snugly to start with - so we recommend you buy a size smaller then your usual size. If you are a half size, please choose the next size down. During your first wearing they will feel tight but since sheepskin is a natural material, like denim, it stretches very quickly and in time will mold to the shape of your foot. This will avoid that slouchy look that other sheepskin boot wears get. View size chart...
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What if my size is not available?
If you wish to return an order due to you changing your mind, you will be required to pay for the postage of the items you return. Our Returns Policy does not affect your statutory rights.
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How do I protect my Australia Luxe Collective boots?
We advise you use a good quality sheepskin/suede protector and spray your boots before wearing them and then re-apply regularly. We don’t recommend cleaning (prevention is better than cure). This product will be available from most larger footwear stores.
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Can I wash them?
We don’t recommend cleaning but if you want to try - use a PH neutral mild wool cleaner and a little luke warm water and clean the whole boot/bag or you will get water marks. Stuff with paper towel and leave to dry naturally, away from the heat. Cleaning will remove some of the natural oils and properties of sheepskin, so bear in mind the boots/bag will not look/feel the same afterwards. The darker colour dyes will run so please be very careful. And remember - letting them get slightly grubby and scuffed is part of the look!
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How can I track my order status?
Once you have made a purchase with us, you will be sent an email with  your order confirmation number. At any time you can log onto our website using your User Name and Password that you have created to view the status of your order.
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How do I know when my order has been shipped?
Generally we take 1-2 business days for your order to be processed. Once shipped, you will receive an email confirmation with tracking details. International shipments may take an additional business day to ship from our warehouse. Please note, if your order is made on a Friday, Saturday or Sunday, your order will be processed the next business day.
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When will my order ship/How long will it take to ship?
With your purchase within the USA , you may select any shipping service with UPS, from overnight service to standard Domestic. Please note however, if you choose a ‘next day’ delivery, this ‘next day’ takes effect once you receive your tracking number, not from the date you placed the order. Also please note that weekends and holidays should be considered when calculating your shipping time. International Shipments can take between 5-10 days to arrive to your destination.
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Is there anything that could delay my order shipping on time?
In some cases we may need to contact you for additional information that is required for processing your order. For your own security reasons we may need to verify your billing and shipping information to avoid any risks of frauds. Customer Service will contact you immediately upon making your order for your own security.
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What method of payment do you accept?
Visa, MC, American Express.
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Will my credit card be charged immediately?
When your order is placed, your credit card is authorized only. Your Credit Card is not processed until you receive your tracking information. Once this is given, we proceed to process the sale.
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What if I want to cancel/change my order before it ships?
You can cancel your order before shipping by logging onto Australia Luxe Collective using your user name and password and clicking the ’Cancel Order’ tab. If you wish to change your order during the order process stage, please contact our customer service representative immediately for assistance.
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What is the returns/exchange policy?
Australia Luxe Collective guarantees that all orders are up to standard prior to shipping to you. Should you have a fault claim, it must be brought to our customer service attention within 21 days of purchase. Once approved for return you will be issued with a Return Authorization Number so that you can return the product. Please note that all sale items are final. 

Any approved Damage claim will be replaced. If the product of choice is not available , a credit note will be issued to the exact value of the purchase. The Credit note will only be redeemable on at the website of purchase. For exchanges and credit notes free shipping will only apply to defect product or we have shipped the wrong product. Any claim after 21 days is to be determined at the discretion of Australia Luxe Collective. Australia Luxe Collective does not offer credit card refunds. All returns or exchanges must be returned Unworn and in the original packaging. Products not purchased from this website are not accepted for returns.
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What if I change my mind once I have received the goods?
All ‘change of mind’ will be entirely the responsibility of the purchaser. You will not be eligible for any refunds and all shipping costs for return of product will be your responsibility. Contact must be made with our Customer Service within 21 days of purchase and product must be unworn and with original packaging. Should you return product without an RA#, this will be refused and returned to sender. Australia Luxe Collective will not be held responsible for any shipping fees if a product is returned and re-shipped without the RA#.
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Where do I ship my return/exchange?
Once you receive the RA #, customer service will indicate at which location you can ship the product. Customer Service will create a UPS return label for you to assist with this return.
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How should I ship my return/exchange?
The same original packaging should be used to return the product with the RA # clearly stated on the label of the box.
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Will my credit card be refunded?
Australia Luxe Collective will  immediately replace the damaged product for you. If the product is not available, you will be offered a credit note for future purchase on this website only. We will re-ship the replacement product within 1-2 working days as soon as the return is received by us.
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