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 contact us at [email protected] with your preferred size and/or a list of backup options so that we may check current stock to offer exchange. Once we’ve confirmed the availability of your preferred size/style, 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 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).
Q: What is your return policy?
A: 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. 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.
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 and Dalmatians. Rabbit’s Hole have also been listed as Special Edition, but we have been given permission to run them one last time. They should arrive in late October 2020.
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 99% 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: 90% of our orders are shipped via Fastway couriers. Shipping times vary around Australia so please refer to www.fastway.com.au for more information on approximate shipping times in your suburb. Occasionally, there is no Fastway franchise servicing certain regional or rural areas, and in that case Fastway 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 Fastway 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: Why is courier shipping cheaper than Regular Post via Aus Post?
A: Around 70% of Aussie addresses are serviced directly with Fastway, our courier of choice. We have tried many others and found we have the least drama/issues with Fastway. They are the fastest and cheapest delivery method, especially for metro and regional areas, and they pickup daily from us at HQ, saving us time and money. Most rural addresses will be “onforwarded” to Aus Post at no additional cost if you choose the courier shipping option at checkout, as Fastway handles this onforwarding for us through their normal pickup and sorting.
Aus Post is more expensive than Fastway unless you choose to have a single pair of flats shipped without the original packaging. They also often take the same time or longer than Fastway, and we have just as many issues (if not more) than we do with Fastway. They also do not have a pickup service, so we need to make a special trip out of HQ to drop off our Aus Post parcels, and also when we need to buy more satchels. If our customers prefer Aus Post we are happy to ship using that method, but there is a higher cost associated due to the reasons listed above.
Q: What if I'd like express post, or have a large order?
A: You can choose the “I’d like a postage quote” option and we will arrange a quote based on the weight and size of your order.
Q: Can I laybuy items?
A: Rather than offering traditional laybuy, we now offer AfterPay and OpenPay, so you can buy now and pay it off using accounts with either 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, 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 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 buff the smudge away.
Q: How do I book a shoe party, or inquire about becoming a consultant myself?
A: For inquiries about shoe parties or becoming a consultant, contact [email protected] with your state and suburb, and we will be in touch soon!
Q: How do I determine my correct size?
A: Please find detailed sizing by clicking the button below: