FREQUENTLY ASKED QUESTIONS

To return your online order, click the person icon in the top menu on the right. Then select the order you want to return under 'Order History', and click the yellow ‘Refund/Exchange’ button at the top. Select the shoe(s) you would like to send back and your reason for the return, then follow the instructions on the screen to post the shoes back to us.

You can read more on our Returns Policy page here.

When following the return steps above, select ‘Exchange’, and in the notes section, tell us what style and size you would like to exchange it for.

No, all online purchases must be returned to our warehouse to be processed through our system.

Our parcels are sent by Standard Shipping with AusPost and take 2-5 business days, depending on your location.

International shipping costs are charged at 15% of the total purchase price and sent via AusPost. You can read more about our shipping policies and timeframes on our shipping page here.

Yes, we have ZipPay available! You can select this method of payment at the checkout. You can read more about ZipPay and how it works here.

You can see a list of our retail stores and find a location near you here.

For Women’s widths, B or C is standard, 2A is narrow, D or E is wide.

For Men’s widths, D or E is standard, B is narrow, 2E is wide, 4E is extra wide.

Here is a chart that compares the different sizing systems. Ascent shoes are in US sizes for Men and USW sizes for Women.

Our unisex shoes are listed as US men's sizing on our website. To convert to US women's (USW) sizes, go up one size. For example, US9 is a USW10.

To register for our outsole guarantee, please fill out your details on our registration page here.

Only selected models are applicable for the outsole guarantee. If the style is not in the 'Style Purchased' drop-down menu then it is not covered. However, if there are any issues with the outsole in that time frame, please return to us if you bought online or at the store you had purchased from, the shoes will still be inspected and assessed.

Yes, all our shoes are customisable and support orthotics!

We work closely with factories in Vietnam and Cambodia to manufacture our shoes, which are designed here in Australia.