Klouds Viva is a classic and comfortable orthotic-friendly women's sandal.
Multiple modes of adjustment for a custom fit
Three-quarter-length removable insole can be swapped out for a custom orthotic
Lightweight shock-absorbing PU rubber outsole protects joints from impact
Cushioned, reinforced heel counter
3.5cm heel height
Treat this as a guide only. Conversion between different systems is not exact. Sizing, length-to-width ratio and other dimensions vary by brand, shoe style and designated width fitting. (See width fitting information below.)
Letterings such as W, XE, B, D, 3E, 5E etc displayed next to sizes are width fittings. These are shown for only some items in the store. To give some examples: B is narrow for a men's shoe, standard for a women's shoe; D is medium for a men's shoe, wide for a women's shoe; W is wide; XW is extra-wide; and 3E, 5E etc indicate varying degrees of extra width. We welcome your inquiry if you need clarification.
Orders can be delivered anywhere in Australia but not to overseas addresses. Just Comfort Shoes reserves the right to cancel an order before delivery, and may do this for reasons including but not limited to: suppliers being unable to supply goods; an event beyond our control preventing us from supplying the goods within a reasonable time; an error on the website, such as a description, price, image or inventory count, or an error in store, such as an inventory count, product identification or packaging error, which was not discovered prior to the order being accepted.
Shipping Fee and Pickup Option
Free shipping within Australia is available for orders of in-stock items over $100. Orders up to $100 in value and Special Orders (not available online) cost $15 to ship to your address.
Alternatively, choose pick-up during your order to collect your purchase in store to avoid a shipping cost. We will let you know when your order is ready. You may be required to show identification.
Special Orders involve asking us to source products from suppliers if we don't have them in stock. Special Orders are not available through our website, but can be arranged by phone or in store. Any discounted price applicable to an in-stock item is not available for a Special Order, and a shipping fee of $15 applies if you would like your Special Order mailed out to you. Be sure to read the full Special Orders Policy.
Payment methods for online orders are: Visa, Mastercard, American Express, Google Pay, Apple Pay, and Shop Pay.
Payment methods in store are: Visa, Mastercard, Google Pay, Apple Pay, and cash.
Payment methods for phone orders are: Visa, Mastercard and direct deposit.
Please note that products are not issued until payment has cleared, so please bear in mind that direct deposit payment may involve a delay, and customers opting for pick-up in store should wait until we advise that funds have cleared and will not be able to pick shoes up until after this.
We do not accept payment by cheque or money order, and do not offer lay-bys.
Shipping Methods and Timeframes
Shipping is by Australia Post or courier. We will often use a courier in cases where the shipping timeframe is faster than Australia Post. Delivery by courier is set by default to "Authority to Leave", which means the courier is authorised to leave the parcel unattended if they deem it safe. This is because if required not to leave the package, the parcel may need to be returned to a depot (not a post office), which may be a long way from the recipient's address. Orders for delivery to PO boxes and parcel lockers cannot be delivered by our courier service and will therefore go by Australia Post. For online orders, customers may give a preference for courier or Australia Post, though this may be overriden for practical reasons such as an excessive courier price for a particular locality.
Estimated Australia Post shipping timeframes in business days for various destinations are as follows: Sunshine Coast - 2-4; Brisbane - 3-4; Regional Queensland - 4-6; Sydney, Canberra, Melbourne - 4-6; Regional NSW or Victoria - 4-8; Adelaide, Darwin, Hobart, Perth - 6-8; Regional Tas, SA, WA - 6-8; Regional NT - 14-16. Shipping to remote areas of the country may take up to 16 business days. Delivery may take longer for orders placed in late December, early January, or under COVID-19 conditions.
Customers providing their email address during purchase can receive a tracking code or website link and/or shipping status updates, depending on the mode of delivery. If you are not home at the time of delivery, you will receive an attempted delivery card with instructions to pick your purchase up from a post office or to request a re-delivery or similar solution, depending on the mode of delivery. If you don't hear news of your delivery in the expected timeframe, you can use a Fastway/Aramex tracking code at https://www.aramex.com.au/tools/track/. You can use an Australia Post tracking code at https://auspost.com.au/track/. If your delivery is via another carrier or you don't have the tracking number, feel free to contact us for a status update.
Customers must pay the cost of mailed returns and $15 to receive mailing of replacement items. For full details on returns, see our Returns Policy.
Changes to this Policy
This policy may change at any time without notice, and was last updated at 11:37 AEST on 27 February, 2022.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Please advise us by phone or email or in store as soon as possible after discovering a product fault. Please also cease using the product and refrain from returning it by mail unless we ask you to do so. We may ask you to provide photos of the fault by SMS or email if we decide this may help us assess the fault and/or organise a remedy using a service in your local area in order to save money on postage and attempt to provide you with a quicker remedy. Return of a product with a problem may result in a repair, replacement or refund.
Returns for Other Reasons
The Australian Consumer Law does not require us to provide a refund or replacement if you change your mind about your purchase or buy the wrong size or colour. We give shoe purchasing advice in good faith, but cannot guarantee that a shoe will suit all feet for a particular purpose. Only the customer can know how the shoes feel, and must take responsibility for the purchasing decision.
While we don't allow unsuitable-purchase or change-of-mind returns for accessories, we do allow them for footwear, subject to the following rules:
For returns of purchases made on or after June 18, 2022, a restocking fee of $10 will be charged, and customers will not receive a monetary refund, but a store credit to the value of the purchase minus the restocking fee.
Store credit for eligible returns of online purchases can be redeemed through the use of an emailed discount code that can be used at our online store checkout.
Store credit for eligible returns of non-online purchases can be used only for an in-person purchase.
Returns must be received by Just Comfort Shoes within 30 days of purchase for in-stock items, or within 30 days of arrival in store for shoes ordered in from suppliers.
Returns are not available for: accessories, including insoles purchased in store or by Special Order; footwear without all components (including any included accessories and any relevant product box or bag) in new, unused/unworn, unmarked, undamaged, unwashed, unmodified condition; any already issued Department of Veterans' Affairs (DVA) Medical Grade Footwear unless it falls under a warranty of the program or our supply has not met government requirements; items sold in a discounted "as is" condition with minor defects brought to the attention of the buyer prior to purchase; other reasons if we inform you prior to purchase.
Customers must provide proof of purchase and their full name and phone number.
Customers must pay any applicable shipping costs, which are non-refundable.
Cancellations of orders that are being sent by mail but are yet to be received by the customer involve the following process: if the order is cancelled and the product returned to stock prior to reaching the customer, a $15 postage fee is charged to the customer; if the product reaches the customer, the customer pays the cost of mailing the product back to us as with a normal return.
Home visits and pop-up shops cannot be used to return products.
In order to use store credit, customers returning footwear must provide their full name and phone number (and for returns of online orders, also their email address).
To use store credit for an in-person purchase, customers may be required to show identification.
Proof of Purchase
Please send your proof of purchase by mail with the product/s you are returning, if returning by mail. If you pay for mailing to return a product with a problem (a defect or a delivery not matching your order), you should also provide postage receipts if you believe you will be entitled to reimbursement of reasonable costs for the return. However, if you claim that a returned product has a problem requiring our remedy by law, but this turns out not to be the case, you may be required to cover costs of delivery and inspection.
Returns by Mail
Contact us first by phone on 07 5444 8009 (Mooloolaba) or 07 5348 9581 (Caloundra) or through our Contact page and explain the reason you intend to do a return. If shoes require repair, we may be able to determine from photos whether they can be repaired in your area. Please note that if returns for non-defective products are missing any inclusions or involve footwear, a box or included items that are not in new condition on return - unused/unworn, unmarked, undamaged, unwashed and unmodified - you will be charged the greater of the actual cost or $15 for shipping of the product back to you. If you claim a product is defective but it is not, you will be charged the greater of the actual cost or $15 for shipping of the return to us and again for return of the product/s back to you.
Please avoid using tape or stickers on the shoe box or using the shoe box itself as postal packaging. Instead, place the shoe box inside postal packaging such as a satchel or cardboard box. Include a copy of your receipt, your contact details and a brief statement mentioning your reason for the return. Please mail to one of our two store addresses:
Just Comfort Shoes 155 Brisbane Rd Mooloolaba QLD 4557
Just Comfort Shoes Shop 19, Caloundra Village 1 Ormuz Ave Caloundra QLD 4551
Since Just Comfort Shoes cannot guarantee the arrival of mail, customers are encouraged to use a trackable shipping service.
Refund/Store Credit Process
Customers may do returns by mail to either store regardless of the way they purchased. We will aim to assess returns within 5 business days of arrival but cannot guarantee meeting this timeframe if a resolution depends on an enquiry to a supplier. For eligible change-of-mind or unsuitable-fit return, a store credit will be added after the shoes are checked. Where a customer is entitled to a refund due to a fault or other problem with the product, the refund will be issued immediately after the return is accepted, but may take longer to appear in the customer's bank account, depending on the purchasing method and bank.
Changes to this Policy
This policy may change at any time without notice, and was last updated at 10.28am on Saturday, July 2, 2022.
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