The Trot Up | Store Policy
By shopping at www.thetrotup.com.au or our brick & mortar store you are adhering to our store policies listed below.
Returns and exchanges
Our products are checked for faults before sending. If you have changed your mind about an item we either offer exchange or credit. In the unfortunate event that you need to return a faulty order please contact us first to discuss.
To be eligible for return/exchange items must be: Within 14 days of purchase. In brand new condition with original packaging & tags attached. Must be unworn and unwashed.
Retrun shipping address: 3 Hayter Street, Currumbin QLD 4223 Australia
Most of our shipping bags a re-usable and therefore you can just put the item back in the bag, seal it and take it to the post office to send back. Postage is at customers expense.
As much as we want our customers to be completely satisfied there are a few things we do not accept for return or exchange.
- Items which show any wear and tear.
- Items without tags.
- Kingsley Boots (please see below).
- Discounted sale items.
We will usually pack & ship your order within 24 hours. You will be emailed with an AusPost tracking number.
Our $10 flat rate postage covers Australia wide using AusPost. To receive free postage on your order simply spend over $200. You can shop our 'Top Picks By Price' if you ever need a hand to get there!
As each Kingsley Boot is custom order we want you to be 100% happy before purchase. Please select one of the options below:
If you are unable to make it into store we can discuss over phone, facebook or email with measurements you have sent us.
We recommended you have someone else measure. Simply start with just sending your calf, height & foot size. Please be sure to triple check your measurements on the exact points of the Kingsley measuring chart.
In the event your boot does not fit due to your sizing we can only offer you a 'sent in exchange' (terms & conditions below).
Sent In Exchange T's & C's: We do offer exchange for Kingsley boots 'off the shelf measurement' up the the value of $700. These incur a $100 exchange fee and once we have received your boots in near-new condition we will exchange for new order to suit original value.
Ideally we'd be happy to have you in store to get the most accurate measurements for your Kingsley boot.
We offer an in store measurement guarantee that if your boot does not fit we will exchange for a new Kingsley boot up to the value of $700 with no charge.
We can not guarantee exact fit of Kingsley boots. Like all leather boots there is movement within the material as it wears. Therefore this will be determined by the judgment of our staff.
As we are a brick and mortar store as well as online we can not guarantee availability of stock. However to avoid disappointment we do our very best with updating our website as frequent as possible. If your item is unavailable you will be contacted immediately to arrange a full refund.