Surrender the Label do not accept exchanges or refunds for change of mind purchases.

If you have purchased the wrong size in our shoes, we will happily exchange them for the correct size.

Our exchange / refund policy lasts 7 business days from the day your order is dispatched, if this period has passed, unfortunately we can not offer you an exchange or refund.

A refund will be given if:

  • The items are in original condition and can be resold.

  • The items have not been worn/used or damaged.

  • We have been notified within 7 days(Australian orders) 15 days(International orders) of the order being dispatched from the warehouse.

  • The item is shipped to us within 5 days of the confirmed notification of refund.(Shipping details must be included.)

  • The item is a different item to what you ordered.

  • The item is deemed to be faulty.

  • The item is significantly different from the description, sample or model shown.

  • The item is unfit for its normal purpose. 

  • The item is unsafe.

  • Proof of purchase is provided.


Surrender the Label is not responsible for the return shipping costs or for the loss or damage of the stock whilst in transit. We recommend posting via trackable / registered or insured post for your protection.

You will receive an email once your item has been received and your refund will be processed within 5 business days, please allow more time for the refund to show up in your account. 

Returned items will be refunded, excluding original shipping costs.

Surrender the Label reserve the right to refuse to refund an item if it does not comply with our refund policy.

*As all our products are handmade, they are also quite delicate and can easily break if they are misused or not cared for correctly. Items will not be deemed faulty after 30 days of being dispatched.

If you have any issues or enquiries please contact us via email to speak with our service team.