FREQUENTLY ASKED QUESTIONS

• Please note:

  Due to the evolving Covid-19 outbreak, we've issued a return extension, giving you up to 90 days to return an item.

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• Delivery Information

  We aim to deliver your order within 2-5 business days almost anywhere in Australia.

  The delivery times below are estimates and can vary depending on stock availability and your location. 

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $120	ORDER UNDER $120
  Australian Metropolitan Areas	1-3 Business Days	FREE	$10
  Australian Rural Areas	4-7 Business Days	FREE	$10

  We send regular tracking emails to keep you updated throughout your purchase journey.
  
  Have an account?

  Log in to My Account > My orders> Track.

  It's that easy to keep up with your order!
  
  Checked out as a guest?
  
  Click on the link here to our tracking portal and pop in your order number to follow your Vans order!
  
  

  Only received part of your order?

  We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
  
  If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down.

   P.S Don’t forget to check your spam!

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• Updates to Domestic Delivery Procedures

  Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.
  
  To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:

  • If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
    
    
  • Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
    
    
  • Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.

  If you have any questions, feel free to reach out to our Customer Experience team below.

  For any further updates, please visit the Australia Post website for more information.

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• Changes to our Customer Experience Operating Hours

  Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.
  
  We're operating from Monday to Friday 9 am to 5 pm, here to help with your order, sizing questions and product recommendations as always! 
  
  We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.

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• Can I change or cancel my order?

  We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

  We are unable to make any changes to your order and we only have a small window of opportunity to be able to cancel your order. If you would like to do so, please contact our Customer Experience team below and we will do our best.

  While we will make every attempt to accommodate your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.

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• What is your latest returns policy?
  Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens.
  
  

  We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available.	No refund available. Exchange available for size only.	Refund available. No exchanges

   

  3 simple conditions for a successful return:

  RETURNED WITHIN 90 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 90 days and proof of purchase can be provided.	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached	Item(s) are in original packaging or shoebox in their original condition

  Please note that all returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *
  
  *We reserve the right to reject any returns that do not meet these requirements.

  If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. 

  You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.

   Refunds
  
  Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
  
  Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

  Online conditions

  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Vans team member to assist you.
  • Online purchases using PayPal can only be returned to the online store.
  • Online purchases using Afterpay can be returned online or instore. 

  In-store conditions

  • In-store purchases cannot be returned or refunded to the online store at this point in time.
  • If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.

  Exchanges & store credit

  In-store purchases that are eligible for return and within 90 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our Vans team to decide whether a full refund will be provided. 

  Cost of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

  Faulty items

  Returns will be accepted on any faulty item(s) returned to any Vans store within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our Customer Experience Team straight away with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.*

  *Please do not send back any faulty items without contacting us first.

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• I have received the wrong order?

  Sometimes we make mistakes, we apologise if you have not received what you ordered!

  Please contact our Customer Experience team to organise a solution.
  
  *You will be asked to provide proof of purchase as well as some photographs of what you received.

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• When will you be re-stocking the Vans Old Skool?

  This Vans classic is forever in limited stock. Don't chill on the Old Skool, checkout don't get caught out!

  If your size isn't available at the moment, we recommend getting on the list to stay in the know!

  Simply head over to our sign up form and pop in your details to be notified when this Vans classic will be restocked.

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• Can I have some stickers?
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