Q: What if I’d like to exchange for size or style?
A: To exchange for size, please refer to the return/exchange slip included with your order. If you no longer have the slip, please write a short note to include with your exchange parcel giving us 3-4 options for exchange in case your preferred size or style is not available. If you only want the original style in a different size and it is unavailable, we will offer store credit or a refund instead. Please return the shoes in original, unworn condition using the following method:
- Purchase two appropriately sized, tracked satchels from your local Aus Post shop.
- Address one to yourself, and enclose that one along with the shoes and your return/exchange slip OR a short note (with your name and phone number, and exchange instructions) inside the other satchel, addressed to us here at Popping Candy 18 Concorde Way
Bomaderry NSW 2541.
- If you paid with PayPal, make sure you retain your receipts as Paypal currently has a program to refund postage for exchanges (find out more here: https://www.paypal.com/au/webapps/mpp/returns ). Be aware to use this scheme, you will need to apply for a returns account PRIOR to returning the item, so please read these steps carefully before returning.
Q: What is your return policy?
A: For most items (clearance, end of range, and some sale items are sold on an exchange-only basis and will say this in the description of the item) we happily offer a refund for any reason (fit, change of mind, etc), provided the item/s are returned within 30 days of receipt in original condition (including all packaging and tags). The buyer will cover all postage costs and incur a 10% restocking fee in the case of a return for refund. If you’d like to opt for a voucher instead of a refund, we will waive the restocking fee as this lessens our admin/book keeping costs.
A: We sure do! Shipping will automatically calculate for you at checkout based on the weight of the items in your cart. We cannot control fees and charges assigned on arrival by your country’s government, so please be aware that these charges are likely and factor them into your purchase decision.
Please note we cannot ship Hot Chocolate Design shoes or accessories to South Africa or New Zealand as both countries currently have their own Authorised Wholesalers – Tilla En Jacob in SA and Mismatched Shoes in NZ. Please contact them for HCD merch in those respective countries.
EDIT Feb 2021: Unfortunately, due to changes post-Brexit, we can no longer ship to the UK unless you are willing to place an order over 135GBP (approx $270AUD) and allow us to declare the full value on the parcel. This will most likely incur both VAT and customs charges on arrival, for your information. Please order as normal, just be aware that your cart must contain a minimum order value (before shipping) of $270AUD in order to check out.
Q: What is your warranty policy?
A: If you receive a faulty item, please let us know immediately so we can rectify the issue.
Popping Candy warrants all footwear to be free of defects in material or workmanship for a period of ninety (90) days from the original date of purchase. The footwear warranty covers defect of workmanship and materials, but does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and material through time, exposure or extensive use. If a Popping Candy product is found to be defective after inspection by a warranty technician, we will repair or replace the product with an existing comparable model. Popping Candy is not liable for any damages, losses and/or costs incurred resulting from the loss or usage of our products.
Limited Warranty Policy Limitations
Warranty policy is subject to the following limitations:
All warranty claims must be accompanied by the original purchase receipt/proof of purchase. All warranty claims returned must have prior return authorization – email [email protected] to make a claim.
Q: The design I'm looking for isn't in stock in my size - how often do you restock?
A: HCD – We are the official Australian distributors for Hot Chocolate Design. 🙂 Because there are well over 100 different designs in the flats alone, it is physically and financially impossible for us to keep every style in stock all the time. We place orders direct with HCD’s factory every 6-8 weeks to try and keep rotating through the ranges, but their designers are so prolific that most of these orders also include brand new designs as well, so this limits the number of restocked styles we can afford. We are also somewhat limited to what HCD themselves have chosen to restock, as our orders are combined with theirs to assist with meeting factory minimum order quantities (which sometimes can be as high as 300 pairs per pattern!), but occasionally if a popular design is running low and HCD hasn’t included it in the planned restock, we will take a risk and order them anyway, despite the higher cost to do so. A handful of designs have been slated by HCD as special edition and we are unable to restock these styles – Dorothy, Emerald, Salem,Black Unicorn, Bloody Christmas, Christmas Kitsch, Dalmatians and Rabbit’s Hole.
HCD Heels, platforms, totes, wallets and minis don’t sell as well or as fast for us as the flats ranges do, so they are restocked in lower quantities and less often. If there is a pair you are desperate for, please email [email protected] with the subject line “Most Wanted List” and include the style/s and size/s you are searching for, and if we have the opportunity to get these for you, we will let you know.
CandyPOP flats and SugarPOP heels – these brands are our house brands and are currently well stocked in all colours and 90% of sizes. We are in the design phase now of the next collection of SugarPOP kitten heels and hope that as things get back to business as usual for our factories, we will be able to have fresh designs for you late this year or early next. Our next flats range is on hold, as HCD is bringing out so many new and amazing designs that we simply don’t have the cash flow for both at the moment, so we are focusing on making sure we keep up to date with their offerings so Aussies don’t miss out on any of their releases!
Q: How long will my order take to arrive?
A: We endeavour to pick and pack your order within 1-2 business days of receiving payment. Occasionally, increased traffic on the website makes this impossible, but in most cases you will receive your tracking number within the above time frame. If you have not received an email update with tracking details within 2 business days, please check your junk folder, and if your update isn’t there, please contact us at [email protected]
FOR AUSTRALIAN ADDRESSES: A large percentage of our orders are shipped via Aramex, formerly Fastway couriers. Shipping times vary around Australia so please refer to www.aramex.com.au for more information on approximate shipping times in your suburb. Occasionally, there is no Aramex franchise servicing certain regional or rural areas, and in that case Aramex will onforward your parcel to Australia Post or a local courier. If you check your tracking and see simply that it was picked up in Wollongong (our local depot) but no further information is available, please call Aramex on (02)4272 3833 and quote your tracking number, and they can give you the onforwarder info. Alternatively please email us at the above email address and we can follow up for you.
FOR INTERNATIONAL ORDERS: We use Australia Post exclusively for overseas shipping. Times will vary depending on the destination coutry. We send international parcels with tracking and you will receive email updates at each stage of the shipping process.
Q: Can I laybuy items?
A: Rather than offering traditional laybuy, we now offer several Buy Now, Pay Later options including AfterPay, LayBuy, Latitude Pay and OpenPay, so you can buy now and pay it off using accounts with any of these providers.
Q: What if I receive incorrect or damaged items?
A: Please contact us immediately at [email protected] or text Ness on 0455049250 if you have received an incorrect, damaged or defective item in a shipment so that we may correct the problem for you quickly.
Q: How do I clean my Chocolaticas, SugarPOPs and CandyPOPs?
A: CHOCOLATICAS – For spot cleaning of CANVAS finish Chocolaticas only, use a baby wipe or soft brush with mild soapy water, or even a white eraser. For darker marks, try a bit of Gumption or Jif with water, and scrub gently with a toothbrush, then wipe clean with a damp cloth. For a more thorough clean (every 6-10 weeks), put them into a lingerie bag or pillowcase and send them through a cold water wash on the gentle cycle, no bleach.
CANDYPOPs and SUGARPOPs or any other faux leather styles (HCD, Irregular Choice, etc) should not be cleaned with baby wipes, and cannot be put in the washing machine. If they are dusty or have a smudge of dirt/mud, use a gentle soap and water on a soft cloth to loosen the dust and dirt. If either CandyPOP or SugarPOPs have a dark streak or smudge from when your feet kick together as you walk, use a tiny amount of Planet Ark Orange Oil (available at the supermarket in the cleaning aisle) on a cotton bud or soft cloth to gently and carefully buff the smudge away.
Q: How do I determine my correct size?
A: Please find detailed sizing by clicking the button below: