FREQUENTLY ASKED QUESTIONS
-
Our stores are open!
To our valued customers,
As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the Australian Government.
During this time, we have seen an increased demand for footwear for essential workers. We are also seeing strong demand for active footwear and apparel as more people are taking part in physical activities.We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives.
We are further pleased to announce that Click & Collect is available again. However, we ask that you please refer to the below information before heading into the store to pick up your order.For a full list of stores currently open for trade, please click here.
Hygiene and social distancing measures
To help make them safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Introduce a limit to the number of customers in-store at any given time.Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
Maintain 1.5 metres apart from each other where possibleSocial distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services availableWe strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the storeA team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
Regular cleaning routines throughout the entire storeWe apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwearOur team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing! Our stores will have disposable try on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course before returning to work.
Thank you for playing your part in helping us practise social distancing! We appreciate your continued support as we work through this together.
We hope to see you in-store or online soon!Team Vans Australia.
READ FULL ARTICLE -
Delivery Information - Delays
Due to the COVID-19 impact, Australia Post is experiencing disruptions which are resulting in delivery delays. The delivery times below have been updated accordingly to consider these changes, however, they are an estimate, and can vary depending on your location.
For further updates, please refer to the Australia Post website.
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 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 really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.
READ FULL ARTICLE -
A message to our Vans community
As our founder, Paul Van Doren says, "Vans is a people company that makes shoes".
As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We have been closely monitoring what’s happening locally and sticking to the guidelines provided by the Australian Government.
We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives.
We are further pleased to announce that Click & Collect is available again. However, we ask that you please refer to our strict hygiene and social distancing measures before heading into the store to pick up your order.
For a full list of stores currently open for trade, please click here.As always, you can still shop with us online at www.vans.com.au and stay in contact on Instagram @vansaustralia.
Our Customer Experience team is also available & you can contact them below should you have any questions or concerns.
We are grateful for your loyalty and understanding as we continue to work through this together.
The team at Vans Australia.
READ FULL ARTICLE -
What is your latest in-store returns policy?
We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives. For a full list of stores currently open for trade, please click here.
We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.3 simple conditions for a successful return:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time.Exchanges & store credit
In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided.
Faulty itemsWe will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.
Please click here for more information on in-store faulty assessments.
READ FULL ARTICLE - What is your latest online returns policy? READ FULL ARTICLE
-
How do I know what size I am?
Our shoes are sized according to the US standard. All our shoes are unisex, so no one is excluded from wearing our kicks! We can understand how this can be confusing when placing an online order. We recommend using the size selector which is located on each product page to help you determine your correct size. Select a size and you can toggle between Men’s/Women’s/UK/EU to find your size conversion.
When purchasing an item from a unisex range, your invoice will reflect the US Men's (default) size.
For example, you might be a US Women's 7 however it will show as US Men's 5 at the checkout and on your order confirmation. In this instance, a US Men's 5 is equivalent to a US Women's 7!
Alternatively, you can refer to our comprehensive size guide to help you get the correct size.
Any questions? Feel free to hit up our Customer Experience team below!
READ FULL ARTICLE