EXCHANGES.

In the case of return for refund OR exchange, shoes must be sent back to us with a postmark that is within 30 days of when you received your order. All items MUST be in original, unworn condition and include ALL packaging (unless otherwise agreed upon via email). If you are unsure about anything, please email us FIRST at gayle@poppingcandy.com.au

ADDRESS FOR RETURNS/EXCHANGES:

Popping Candy 

18 Concorde Way

Bomaderry NSW 2541

Please write a short note to include with your exchange parcel with the following information:

1. Order number, email address and mobile number in case we need to clarify anything before completing your exchange.
2. If you're happy to have a style different to the one you have sent back, please make a list giving us 3-4 options you'd be happy with. If you only want the original style in a different size and it is unavailable, we will contact you to offer store credit or a refund instead. 

There are two possible ways to go about making an exchange. It's your choice how to proceed, but please be aware with Option B, you might possibly miss out on your preferred exchange size if it sells out while your order is in transit to us.

Option A: Hop on and buy the correct size/style you are after, and then return the original pair or pairs to us using the method described below but WITHOUT the second satchel (no need to include it as we're already organising shipping for the new order). Please also include the NEW ORDER NUMBER in the short note mentioned above so we can waive the restocking fee for you, as you have already purchased your exchange pair. We will then return your purchase price in full provided the shoes returned to us are in brand new, unworn condition and were posted within our 30 day policy timeline.

Option B: Traditional "straight swap" exchange instructions:

1. Purchase two appropriately sized, tracked satchels from your local Aus Post shop. (If not using a post satchel, make sure you ask the lovely folks at your local PO to duplicate the shipping label so that you are sending us a prepaid satchel or envelope, otherwise there will be a delay in exchanging your item/s while we contact you and wait for the postage to be paid.)
2. Address one satchel to yourself, and enclose that one along with the shoes and the short note mentioned above inside the other satchel, addressed to us here at Popping Candy 18 Concorde Way Bomaderry NSW 2541.
3. Once the exchange arrives back to us, we will follow your instructions and get your new pretties on their way as quickly as possible. If the item you're requesting is unavailable when we receive your parcel, we will contact you for further instructions.

RETURNS FOR REFUND.

IF YOUR ITEM IS FAULTY, INCORRECT or we've made a mistake on your order in some way, please contact us before proceeding on 0421172018 or gayle@poppingcandy.com.au so we can rectify. You are not responsible for returns if the item is faulty or we've made an error.

RETURN POLICY:

For most items, we happily offer a refund for any reason (fit, change of mind, etc), provided the item/s are postmarked within 30 days of receipt in original, unused/unworn condition (including all packaging and tags). Orders returned outside the 30 days or with signs of wear, no packaging etc will NOT be refunded.

If you're unsure, please contact us first at gayle@poppingcandy.com.au 

POSTAGE COSTS ARE NOT REFUNDABLE for fit/change of mind returns.

When returning for a refund, the buyer will cover all postage costs and incur a 10% restocking fee. 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. 

INSTRUCTIONS FOR RETURNS:

 Before returning an item, please be certain of the following.

A: it has been less than 30 days since you received the item

B: the item is eligible for return (not a clearance or imperfect item, etc) AND

C: that it is in brand new, unworn (tried on only, indoors, with clean socks/feet) condition and all packaging is intact and included.

Once the above is confirmed, pack the item/s in an appropriately sized satchel or box and include a note letting us know the following:

1. Your name, order number, email/mobile
2. Reason for return
3. Refund preference - returns for store credit will be refunded for the full purchase price of the item. If you prefer a refund to your original payment method, there will be a 10% restocking fee deducted from the purchase price in accordance with our return policy as above.

RETURN ADDRESS:

Popping Candy

18 Concorde Way

Bomaderry NSW 2541

We sure do! Shipping will automatically calculate for you at checkout based on the weight of the items in your cart, and if you choose, it will be shown in your local currency. 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. Also UK residents please note that due to new rules post-Brexit, your cart must total over $270 (135GBP not including shipping) in order to meet the minimum order value we need to declare, sorry about that!

Please note we cannot ship Hot Chocolate Design shoes or accessories to Canada, UK, South Africa or New Zealand as all those countries currently have their own Authorised Wholesalers. Please contact local stockists for HCD merch in your respective countries.

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 12 months 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 ness@poppingcandy.com.au to make a claim. Please be sure to include photos and a description of the issue.

HCD – We are the official Australian distributors for Hot Chocolate Design. 🙂 Because there are well over 200 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 mostly 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, Christmas Kitsch, and Dalmatians.

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. We recommend finding the style you love here on our website, and if it is not in stock in your size, simply click the pink "Out of Stock? Click Here!" button and lodge your interest by popping in your email address. You'll then be notified (if) when that style and size return to us! :)

CandyPOP flats and SugarPOP heels – these brands are our house brands. 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. CandyPOP flats will not be restocked, but we hope to have a new flats range for you in the future!

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 info@poppingcandy.com.au. 

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. If you need your order quickly, please email us to request an upgrade to Aus Post's international express service, which generally arrives within 7-10 business days to most worldwide addresses. There is an additional charge for this service, so please let us know either prior to placing your order, or shortly thereafter so we can invoice you for the balance owing and get your parcel shipped quickly.

We often do preorders so that our customers can secure high demand products before they have actually arrived in Australia, but have been released by the brand in other countries (Vendula and/or Hot Chocolate Design, most often!). A preorder purchase is like any other purchase with us, in that you order and pay in full at the time you place the order.

There is a VERY small chance with preorders that when the stock arrives from the factory, quantities we were promised have not been delivered. This has happened only once in 8 years, but if it should happen where we are unable to supply a preorder due to non-delivery of our stock as ordered, we will first endeavour to source the item elsewhere. If this is not possible, you wil be offered a replacement of a similar item from current stock, or refunded in full if that is your preference. Chances of this happening are tiny but we want you to understand it is possible. Preorder periods generally run until the stock arrives, or sells out, whichever comes first. If you have questions please email us at gayle@poppingcandy.com.au

Rather than offering traditional laybuy, we now offer several Buy Now, Pay Later options including AfterPay, LayBuy and PayPal's Pay in 4 service, so you can buy now and pay it off using accounts with any of these providers.

Please contact us immediately at info@poppingcandy.com.au 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. Please include a photo or short video of the issue so we can immediately understand the problem and work with you to sort it out. 

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.

For the most detailed sizing advice we can offer, please refer to our sizing guide.

The issue relates to small music boxes that were provided as free gifts to customers from the manufacturers of the Hot Chocolate Design-brand shoes, from December 2019 onwards. These free gifts were shipped with purchases made around the Halloween and Christmas periods. We are aware of a
potential safety risk regarding the batteries used in these gifts.

Ensure they are out of reach of children. Then safely and
responsibly dispose of the batteries.

Some major retailers offer battery recycling facilities,
including Bunnings, Aldi, Officeworks, IKEA, and Battery World. Many local councils have battery recycling services, or you can find a local battery drop-off point here.

As soon as we were made aware, we contacted the manufacturer to alert them to the issue, and we immediately stopped shipping these gifts
with orders. We acted quickly to let our customers know as soon as possible. Where required, we will work with any authorities and regulators to manage the
issue responsibly.

Bloody Christmas

Ginger Bread

Vintage Christmas

Dear Santa

Make A Wish

Kitschy Christmas

Snowman

Christmas Joy

Shiny Cane

Warm Winter Wishes

Santas Cookies

Kitty Christmas

Poinsettia

Christmas Wishes

Winter Wonderland

President Of The Decorating Committee/Garlands

Reindeer Love

Christmas Feast

Elf

Stealing Christmas

Cozy Christmas

Baking Christmas

Betty Claus

Monster Box

BOO

Phantom Mermaids

Spooky Toys

Sugar Skull

Crazy Bones

Pumpkin Queen

Black Cat

Gray Pumpkin

Purple Pumpkin

Black Glitter Halloween

Ghost Love

Witch Up

Venom

Hocus Pocus

Spirit Board

Toxic Halloween

Spidora

Midnight Dance

Haunted House

Trick Or Kittens