Refund and cancellation policy

Returns and Exchanges are accepted on ALL (excluding Sale) merchandise within 14 days of receipt for items that
are in their original condition. This being:

a) Unworn, unused and with all tags attached and associated packaging in its original condition (including fabric dust bags, tissue etc). 

b) Undamaged shoe boxes, unmarked shoe soles.

Please contact us immediately if you intend to exchange or return your item within 14 days of the date of delivery via our email

Unfortunately we cannot exchange or refund if we are notified after the 7-day period.


Exchange or return Policy

At Provensen we thoroughly check all items and ensure they are in perfect condition before sending and each pair of shoes is packaged carefully.

You may return any purchased item for refund or exchange within 14 days from the date of when the item has been received.

We are happy for you to try on your footwear for size however take care to ENSURE shoes are tried ON CARPET ONLY to avoid scuffing soles.


Returns/ exchanges are only accepted if items are returned in a sellable condition and comply with ALL Provensen Returns/ Refund Policies.

Provensen reserves the right to assess the age and condition of the returned goods prior to offering an exchange or refund.
This may result in an exchange or refund being refused.


Return or exchange process:

a) Please ensure the goods comply with the "Exchange/ Refund Policy" i.e: not damaged, packaging intact, self addressed reply paid postage satchel etc

b) Contact Provensen within 14 days of receiving your order at:

Please State:
  1. Reason for exchange/ refund
  2. Details of item you wish to exchange/ refund - Include: Style name, colour and size of item.
  3. Country/ City location
  4. Your invoice/ receipt number (please state this in the "subject" title of the email)

c) In regards to an exchange we will check availability of stock or otherwise you may choose to return the item for a refund/ credit note.

d) Provensen will reply with a confirmation email and an approved RA number for your reference

e) Do not send back your item without a confirmation email from Provensen stating that we agree to exchange/ refund.
We do not accept returns without this confirmation first.


HOW do I send back the return item?

a) Photocopy your invoice/ receipt and place it with the item to be returned.

b) Include a reply paid satchel (registered) and place it with the item to be returned. Provensen does not pay for return postage.

c) Securely repackage your returning item.

d) The shoe boxes (with shoes, associated packaging, photocopied receipt and reply paid satchel)
MUST be wrapped in bubble wrap and then placed into returns bag.

All International and Domestic returns must arrive at Provensen within 9 days of receiving the confirmation email. If the return arrives
outside this time (without agreement with us), the item will not be accepted and returned back to you.

Ship the return package within 7 days of receiving the confirmation email to:




Provensen Recommends:

For Domestic returns please ship to us at least via registered post as Provensen do not take responsibility for lost items.

For International returns you must ship via a traceable method and provide the tracking details to Provensen.

Provensen cannot accept responsibility for packages we do not ship ourselves.

Refunds and exchanges are processed within 1-4 days of receiving the items at the Provensen office.
Once the item is inspected based on the above conditions – depending on your request we will either provide a refund, exchange or a credit note.

For Exchange, with confirmation of availability, the new item will be shipped back to you in
the reply paid package that you provide.

For Refund, Provensen will refund the value of the item (via the original form of payment) within 4 days of receiving and accepting the returned item. 

Original shipping and handling charges are non-refundable
unless the item is faulty. You will be notified via email once this transaction has taken place.


Customers may return faulty items purchased for a refund or exchange within three months of purchase with proof of purchase
– receipt or credit card statement.

If you intend to return a faulty item, please notify for advice before returning the item.


Faulty Goods Policy

Goods received will be inspected for manufacturing faults.

Items deemed subject to fair wear and tear will not be accepted as faulty.
The customer will be notified and the goods returned to them at their own expense.

Refunds for goods deemed faulty, including any postage paid to receive the goods, will be credited.

Please be aware that minor (reasonable) faults that can easily be amended e.g broken shoelaces or broken heel caps will not be deemed acceptable for return. Where possible, we will offer to repair faulty items. If the issue is not repairable or the same product is not available, credit will be issued. 

If a customer requires repairs by a shoe repairer, provided it is within the refund time frame, credit will only be issued with an ITEMIZED copy of the shoe repair receipt.

If you have facilities to take digital photographs of faulty items and email them at the time of RA Request, we strongly encourage you to do this. We may be able to save you, and ourselves time and money on freight in cases where the fault is deemed to be a NON manufacturing fault. 

Please Note:

** Provensen reserves the right to reject returns or exchanges that do not comply with the guidelines and process as stated above so please read through the policies carefully. 

** Provensen reserves the right to assess the age and condition of the returned goods prior to offering an exchange or refund. 

This may result in an exchange or refund being refused.

In the instance your item is not accepted, it will be returned to you at your expense and neither a refund nor exchange granted.

For any questions regarding returns or exchanges please contact us via


RA approved stock can be sent to:
Bondi Junction 1355 New South Wales, Australia