Our Returns Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions. We reserve the right to change this Returns Policy at any time. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate. Our Returns Policy does not affect your statutory rights.


Due to the bespoke nature of made to order items, Paolo Sebastian is not obliged to provide a refund if you simply change your mind. However, we are pleased to offer store credits for such instances. This policy pertains to all products explicitly labelled as “Made To Order” on our website, this includes the following shoe styles – Blossom, Wildflowers, Gilded Heart, Something Blue, Nightingale, Crystal.


If for any reason you are not completely satisfied with your standard item purchase, we will happily accept returns if the item is unmarked, unused condition and in the original packaging, including, dust bag and replacement heel tips, which must be in the original condition. We kindly ask that you initially try your shoes on a clean carpeted surface, to prevent any damage in the event you wish to return the shoe. 

Once returned we will issue you with a refund to your original payment method. Returns must be submitted within 14 days of delivery. Please note that we do not refund the postage fees or any incurred taxes for change of mind returns.  Due to our limited releases, we are not able to assist exchanges. If you wish to return for another size, style or product you can lodge your request for a refund to repurchase the product.

Please see ‘HOW TO RETURN PRODUCTS’ for details on how to return.


To return a product, please follow the simple steps below.

Please submit your return here
– Enter your email and Paolo Sebastian order number
– Select the item(s) you wish to be returned
– Select reason for return
– Download and print the return form PDF to enclose in the return parcel

Returns Portal

For further assistance please contact

Please be advised return shipping costs are at the customers expense, unless an item is deemed faulty. We recommend that you return the product via Registered post. Paolo Sebastian will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.


We take care to pack your products carefully so that they won’t get damaged in transit. If, for whatever reason, they arrive damaged or faulty, we ask that you let us know within 5 days of receiving them.

We will arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either:

– send a replacement to you; or
– provide you with a refund.

To discuss a faulty item please contact

Please be advised refunds will be processed to the original payment method. Refunds can take from 5-10 business days to be processed, be aware this may vary during holiday periods and promotions.