Up There

The team at Up There were incredibly responsive and helpful throughout my experience. I purchased a beautiful pair of shoes on sale, but unfortunately they were too big—which was really disappointing because I absolutely loved them. Although their policy typically excludes returns or credits on sale items, they kindly made an exception as a gesture of goodwill, which I truly appreciated. The entire process—from ordering to delivery—was smooth, quick, and hassle-free. While I wish the shoes had fit, I’m happy to have received a store credit and look forward to shopping with them again. Great customer service and a lovely team!

This is the first time I’ve made a purchase from this store. The website worked great, the ordering process was smooth and delivery was super fast. I had an issue with sizing and needed an exchange. The customer service (Yin) was excellent, and the process faultless. Recommended. I’ll be back.

I recently purchased a pair of Birkenstocks worth $355 which I ordered the incorrect size. I attempted to exchange but my size was sold out. I became distressed when I read the return policy stating no refunds, as this is the first time I have purchased from this store and I did not want anything else. I wrote customer service an email followed the return policy and as a one off I was given a full refund which I am extremely grateful for. The whole process was very quick from original purchase to returned processed. Customer service kept me updated and reassured the whole time.

I am saddened to read that I'm not the only person who has issues with the refund policy. Instead of changing such a short sighted policy after all the negative feedback, it has caused you to lose me as yet another loyal customer. I have purchased all my shoes from you since moving to Melbourne 3yrs ago. You had my money on lock. No more. Please read "Unreasonable Hospitality" by Will Guidera so you hopefully stem the bleeding and don't lose more clients because of poorly enacted policies. A little flexibility on your end would have saved our relationship. Alas the next time I need to buy my Klemens, New Balance or Saucony, I'll buy direct from the brands. I've always enjoyed supporting you as a local retailer. It's disappointing that when I needed your support, you did not wish to help.

Massive shoutout to Jimmy from the customer support team!!!! I recently purchased a pair of Salomon’s from here online and within a week was having some quality issues with the shoes. I emailed the support team regarding the issue and was responded to within an hour by an associate named Jimmy. Jimmy made the process incredibly easy and hassle free, he stepped me through the warranty and return process with ease and clarity. His response times were incredibly quick, sometimes even responding to my emails within 5 minutes. I explained my situation thoroughly and Jimmy understood and without question or hesitation worked with me to help find a solution to the problem I was having. Within a day I’ve had my shoes warranty claim approved, I’ve returned my shoes using the return label paid for at no hesitation by up there and have had tracking confirmation of my replacement pair sent to me. Overall I’m extremely impressed with everything and will be purchasing many more items from here. I appreciate Jimmy’s work ethic, persistence, punctuality and commitment to his position. Thank you again!

I’d like to take a moment to thank the customer service team at Up There for their outstanding support. I recently made a purchase and later noticed that the price had dropped. I reached out to their after-sales team, and they handled my price adjustment request quickly and professionally. Thanks to Dhani‘s help, I was able to get the price difference refunded without any hassle. It really made my shopping experience feel worry-free and valued. I appreciate their efficiency, kindness, and dedication to customer satisfaction. I will definitely continue to shop with Up There and recommend it to others.

Such a cute store with great curation:) I didn’t end up buying anything but will definitely be back in the future. Would be a lovely place to grab a present for anyone rlly x Bella was super helpful and introduced us to alot of nice brands

They have a no refund policy which is very unique in the online retail space. Ordered shoes that were very different to the photos, returned them at my expense. They gave me an online voucher which I used to order a replacement but it didn't work and as my card was stored in shopify it charged my card. I emailed instantly to get this resolved but they refused to refund the order or cancel the order as it had already been sent. My advice would be to check support tickets before dispatching an order. Will definitely never purchase with this company again