Refund policy
Return & Refund Policy
At The Mandala Boot Co., every pair of boots is handcrafted specifically for your order. Because each item is made to order, we encourage customers to carefully review product descriptions, product images, and the sizing guide before placing an order.
We are committed to exceptional craftsmanship, quality, and customer service. If something isn't right with your order, we'll work with you to find a fair and prompt solution.
Return Window
You may request a return, exchange, or refund within 30 days of receiving your order.
To begin a request, please contact us at:
Please do not send any items back without contacting us first. If your request is approved, we will provide the appropriate instructions and return address (if a return is required).
Eligible Returns
As our products are handcrafted to order, returns are accepted only in the following circumstances:
- Manufacturing defects
- Items damaged during shipping
- Incorrect items received
- Approved size exchanges
- Where required under Australian Consumer Law
To be eligible, your item should be:
- In its original condition
- Unworn and unused (unless the issue relates to a manufacturing fault)
- Accompanied by proof of purchase
Our Commitment to You
At The Mandala Boot Co., we stand behind the quality of every handcrafted pair we create.
If your order doesn't arrive as expected, we'll work with you promptly and fairly to make it right. Our goal is for every customer to enjoy a premium experience—from the moment you place your order to every step you take in your boots.
Size Exchanges
A detailed sizing guide is provided on every product page to help you select the correct size before ordering.
If your boots do not fit correctly, we offer one complimentary size exchange for eligible footwear.
Please note:
- Refunds are not available for sizing disputes.
- One complimentary size exchange is available per order.
- Size changes greater than two sizes from the original order may not qualify.
- Customers are not required to return the original boots for an approved first size exchange.
To request a size exchange, please email us with:
- Your order number
- The size originally ordered
- The size you require
- A brief explanation of the fit
Damaged, Defective or Incorrect Orders
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
Once your claim has been reviewed, we will arrange either:
- A replacement item; or
- A refund where appropriate.
Change of Mind
Because every pair of boots is individually handcrafted to order, we generally cannot accept returns or provide refunds for:
- Change of mind
- Incorrect colour selection
- Ordering the wrong size (outside of our complimentary size exchange policy)
- Incorrect shipping information provided during checkout
- Delivery delays caused by customs authorities or shipping carriers that are beyond our control
If you have any questions before placing your order, please contact us. We're always happy to help.
Items Not Eligible for Return
The following items are not eligible for return or refund unless they arrive damaged, defective, incorrect, or where required under Australian Consumer Law:
- Custom handcrafted made-to-order footwear
- Personalised or customised products
- Gift cards
- Final Sale or Clearance items
If you are unsure whether your order qualifies for a return, please contact us before sending anything back.
Exchanges
Approved exchanges will be processed as quickly as possible.
Replacement items are individually handcrafted, so production and delivery times will be similar to those of your original order.
European Union Customers
If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days of receiving your goods, provided the item is unused, in its original condition, and complies with applicable consumer protection laws.
Refunds
Once your return or claim has been reviewed, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method.
Please allow up to 10 business days for your financial institution to process your refund after it has been approved.
If more than 15 business days have passed since your refund was approved, please contact us at:
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.