FREQUENTLY ASKED QUESTIONS
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Easter Delays
Due to sales over the Easter period, we are anticipating a high influx of contact and there may be a 2-3 day delay in response time to queries.
We apologize for any inconvenience this may cause.
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Delivery Information
We aim to deliver your order within 2-5 business days almost anywhere in Australia.
If your order is placed before 2pm AEST on a business day (Mon-Fri), it leaves our warehouse the same day!
Orders placed after 2pm AEST or on weekends will be dispatched on the following business day.
The delivery times below are estimates and can vary depending on stock availability and your location.
DELIVERY OPTION DELIVERY TIME ORDER OVER $99 ORDER UNDER $99 Australian Metropolitan Areas 1-3 Business Days FREE $10 Australian Rural Areas 4-7 Business Days FREE $10
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How does Click & Collect work?
It's easy! Simply browse the website and find the products you want, then follow the steps below:
Select your size
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Select 'Click & Collect' then enter your postcode & search radius and click 'Check'.
The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'.
This will add the product to your cart, and you are free to browse and add other products to your cart.
Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
Now complete the order by entering your personal details and payment information.
Once you have successfully placed your order, wait for us to send you an email telling you your order is ready, then simply go to your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!) to grab your kicks! Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact to our Customer Care team. We may request to see the credit card used or speak to the card holder at any stage. The nominee will also be required to show a form of I.D.
Once your order is placed, our in store team will be notified and they'll get busy preparing your order! Once it's ready we'll send you an email letting you know and you can come and collect! -
Returns Policy
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If you're not 100% satisfied with your purchase, you can return your item(s) within 30 days of placing your order if you meet the below return conditions.
RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
IN ORIGINAL PACKAGING AND CONDITION
Item(s) must be returned in the condition they were dispatched in. Returns cannot be sent with the shoe box taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag.
If you would like to visit one of our stores, we will be happy to provide you with an exchange, store credit or refund depending on your payment method. Find your nearest store here.
You may also return your items online and you will be provided with a full refund, unfortunately, we can not facilitate exchanges when your order is returned to us in this manner.
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 refunds available. Exchange available for size only. Refund available. No exchanges If you would like to post your item back to us, log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form. Here you will be prompted to purchase either an Australia Post or StarTrack return label.
Return via Mail Return in-store Purchased in store NO YES Online Delivery YES YES (except Paypal) Click and Collect YES YES (except Paypal) Please allow time for your return to reach our fulfilment centre. This time may vary depending on your location.
If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.
*Please note Gift Cards are non-refundable.
To read our full policy, please click here.
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Can I change or cancel my order?
We take pride in our fast delivery!
Therefore, most orders are packed and dispatched within a short amount of time. Unfortunately, we cannot offer any changes to the items on your order once it has been processed. If you would like to cancel your order, please contact our customer care team by sending them an email and they will do there best!
While we will make every attempt to accommodate your request, if your order has already been packed by our team we will be unable to cancel it. You can, however, return any unwanted items in accordance with our returns policy.
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Which payment methods are accepted?
Our online store accepts Mastercard, VISA, American Express, Paypal and Afterpay (Aus only).
Unfortunately, we can not accept payment from cards issued overseas.
Your account will be debited at the time of order and the transaction will appear on your statement.
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Can I have some stickers?
Yes!We love sending out stickers for everyone to show off the Vans love.If you love Vans as much as we do and want to personalise your skateboard, computer, phone etc. with some awesome stickers, just send our Customer Care Team a message including your
- Full Name
- Delivery Address
And you'll find some stickers in your mailbox in no time!
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