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Customer Care

Click on a heading below for more information.

 

Currency

All prices on this site are Australian dollars.

Secure Connection with SSL

When you view the NAOT OF KEW website, it is over a secure connection. This means when you come to order your shoes and fill in our Checkout form, your personal information is encrypted and sent over the internet securely.

Trading with us is even more secure than most ecommerce sites because we don't record any financial information through our website.

Payment is via Paypal on the Paypal website.

We never see your financial information directly, just the confirmation of payment from Paypal and the other non-financial details you entered on our site and at Paypal.

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Shipping

Receive FREE standard delivery to Australia and New Zealand on all purchases over $100.

  • If you would like to purchase any of our shoes you can do this in a number of ways.
  • Purchase desired shoes online via the secure PayPal payment gateway. Simply click on your desired shoe and follow the prompts and receive free delivery anywhere in Australia or New Zealand.
  • For accessories WITH shoes: no additional charge.
  • For accessories WITHOUT shoes Under $100: flat rate of $9 i.e. 1 pair or more pairs of socks = $9
  • Other International Shipping: Email our store for a quote to International locations info@naotofkew.com.au
  • Contact us in store between office hours Mon-Fri 9:30am - 5:00pm, Saturday 9:30am – 5:00pm & Sunday 10:30am – 4:00pm EST on (03) 9855 2287 or 1300NAOTKEW
  • Or visit our convenient Kew 3101, Melbourne location. You will find store contact and location details here.

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Delivery Methods

Please specify your preferred option during the checkout process.

Standard Delivery (Parcel - Australia Post) : Free

  • The approximate delivery time is 3-7 working days from the date of dispatch. Free standard delivery for all orders over $100.
  • Standard delivery can be tracked via http://auspost.com.au/track
  • Delivery time usually between 9:00am to 5:00pm.If nobody is available to sign for the order a card will be left by Australia Post and you can pick up your order from your local Post Office.
  • We deliver to PO Box addresses and Parcel Lockers.
  • Through the order process you will receive 2 emails :
    • One from us when you place your order and your payment is accepted
    • One from Australia Post when your order leaves the store on its way to your place; you can follow this using the tracking number

Express Delivery (Express Parcel - Australia Post) : $20.00. Additional $10 for each extra pair.

  • The approximate delivery time is 1-3 working days from the date of dispatch. Guaranteed next business day delivery within the Express Post networks.
  • Express delivery can be tracked via http://auspost.com.au/track
  • Delivery time usually between 9:00am to 5:00pm. If nobody is available to sign for the order a card will be left by Australia Post and you can pick up your order from your local Post Office.
  • We deliver to PO Box addresses and Parcel Lockers.
  • Through the order process you will receive 2 emails :
    • One from us when you place your order and your payment is accepted
    • One from Australia Post when your order leaves the store on its way to your place; you can follow this using the tracking number
  • This option is not available to NZ destinations.

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Manufacturer Faults

Our policy is to repair, replace or refund any NAOT footwear that shows manufacturing fault within 6 months of purchase.

Firstly, we require a photo of the damage or fault so that the manufacturer can assess if it a manufacturing fault, misuse or fair wear and tear. After this we will decide to do one of the following:

  • We will try and perform a high quality repair.
  • If they are not repairable, then we replace them.
  • If we can't replace them, then we will give you a refund.

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Refund & Exchange Policy for Online Purchases

Refunds

  • Regular and Sale priced footwear or other merchandise may be returned for any reason within 21 days of purchase for an exchange, credit note or full refund (except where Express postage was chosen when postage will be deducted.)
  • The shoes have to be in their original box, receipt to be enclosed and shoes must be in NEW / UNUSED condition.
  • A Return/Exchange form will be provided with your shoes. A copy of our Returns/Exchanges Form can be downloaded  here.
  • Please pack your item in a secure sealable bag and send it with the provided Returns form with your choice (refund) to:
    • Naot of Kew
    • 200 High Street, Kew, Victoria,3101
  • Sorry, no refunds after 21 days of delivery
  • Return postage will be paid by the consumer.
  • Discounted return postage for NZ customers is available at a flat $A15. For more information, contact us at info@naotshoes.com.au.
  • Refunds will be processed through the original payment.
  • If you have any further inquiries, please email us at: info@naotshoes.com.au and we will get back to you.

Exchanges

  • Exchanges for a different size or style are available within 21 days of delivery if footwear is still in NEW / UNUSED condition
  • A Return/ Exchange form will be provided with your shoes. A copy of our Returns/Exchanges Form can be downloaded  here.
  • To Exchange your items for another size, please  pack your item in a secure sealable bag and send it with the provided Return/Exchange form with your choice (exchange) to:
    • Naot of Kew
    • 200 High Street, Kew, Victoria,3101
  • The other option is to fill out the exchange form online and send it via email.
  • We will send a new size back to you anywhere in Australia at no additional cost; however the customer is responsible for all return postage costs.
  • Exchanges for shoes that are greater in value we will invoice you for further payment through PayPal whereas shoes that are lesser in value will be refunded through original payment.
  • If footwear or other merchandise is faulty, we will provide a repair, exchange or full refund at no cost to the customer (see 'Manufacturer Faults' above). Please send your inquiry including photo of the fault to info@naotshoes.com.au  and we will reply ASAP.
  • Return postage will be paid by the consumer.
  • Discounted return postage for NZ customers is available at a flat $A15. For more information, contact us at info@naotshoes.com.au.

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Privacy Policy

At Naot of Kew we will comply with all applicable Australian privacy laws.

We only collect information to deliver products or services to you or on your behalf. Information is never sold or passed on to other parties except as required to deliver the goods and services you have requested.

Cookies and related technologies

The Naot of Kew website uses cookies, tracking pixels and related technologies.

To complete a transaction, "cookies" need to be enabled in your browser. Cookies are a small text file stored on your device. While not identifying you personally, a cookie allows the server to track the progress of your shopping ensuring you end up with YOUR shopping basket at the checkout and not someone else's!

Cookies dropped by us or third parties may also be used to track how you use the site to target ads to you on other websites.

A cookie does not identify you personally but it does identify your computer. You can set your browser to notify you when you receive a cookie and this will provide you with an opportunity to either accept or reject it in each instance.

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Limited Extended Warranty

Introduction

This limited extended warranty comes into effect on 1 December 2015  and will not be applied retrospectively.

Limited Extended Warranty

We offer a limited extended warranty for all footwear exclusively purchased at NAOT of Kew.
There is a manufacturer's warranty in force for 6 months from date of purchase.  Our limited extended warranty provides protection from 6 months up to 18 months from date of purchase.

The warranty period to 18 months will cover:

  • Stitching
  • Velcro
  • Attachment of sole to uppers
  • Ornaments  ( If available)

How to redeem

If you experience any defects in the material or workmanship, contact us via email with proof of purchase for the defective footwear. Please also provide images and description of the relevant fault for assessment.

We are an independent store and the 18 months extended limited warranty is exclusive to NAOT of Kew Pty Ltd.


Disclaimer

“Wear and tear” is damage that naturally and inevitably occurs as a result of normal use.  Regardless of how carefully you use or how well you care for your NAOT footwear, it will eventually begin to show age and wear.  It is normal for general breakdown of materials over the years. The following are items are not covered by the extended limited warranty:

  • Material failure caused by excessive wear, unreasonable use, extreme heat or alterations.
  • Stitching failure due to caught, torn or other abnormal wear.
  • Leather not properly treated to keep from drying out.
  • Separation of soles or sole components due to caught, torn or other abnormal wear.
  • General 'wear and tear', abuse, or accidents are not covered by this warranty.

Terms and Conditions

  • This limited extended warranty is only available to the original purchaser and is not transferable.
  • Proof of purchase is required to claim under the limited extended warranty.
  • Limited extended warranty is for repairs only.
  • Any footwear that is covered by the limited extended warranty will be evaluated on a case by case basis.

NAOT of Kew Pty Ltd reserves its right to amend or cancel the Limited Extended Warranty Policy at any time and without any further notice. If this is to occur, all limited extended warranties provided before the date the policy has been amended or cancelled will be honoured in full.

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