FREQUENTLY ASKED QUESTIONS

• Please note:

  Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery times

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• Are your stores open?

  All Vans stores are operating with new safety protocols to comply with Government directives.

  To find your closest store, please see our Store Locator.
  
  

  Hygiene and social distancing measures

  To help make our stores safer, we’ve introduced a COVID-safe plan 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.

  Mandatory face coverings in-store

  Update: As of 5:00 pm on Thursday the 6th of May 2021, as per New South Wales Government guidelines, customers will be required to wear a face mask when shopping in-store within the Greater Sydney region. 

  Perth Update: Masks will continue to remain mandatory in all retail settings until further notice.

  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. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.

  Maintain 1.5 metres apart from each other where possible

  Social 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 available

  We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

  Use sanitisation station upon entering the store

  A 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 store

  We 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 footwear

  Our 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 for customers.

  Training for team members on social distancing and additional hygiene measures

  All of our team members will be required to complete a training course.

  
  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.

  Vans.
  

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• What is your latest Returns Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.

  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  Need to return your items? 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:
  

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 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

  
  

  Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. *

  
  *We reserve the right to reject any returns that do not meet these requirements.

  
  Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.

  
  RETURN OPTIONS

  	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

   

  Online conditions

  1. 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.
  2. Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
  3. Online purchases using Afterpay can be returned online or instore. 

  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.

  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. All online returns must be lodged through our Returns portal here. Did you know that you can get reimbursed for your returns shipping if you paid with PayPal? Click here for more information.
  
  Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  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.

  Due to the increased volume over sale periods, please allow an additional 1-2 business days for refund processing.

  Faulty items

  If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

  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.

  Please click here for our online faulty assessment process.

  Third-Party & International Purchases

  Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Vans Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

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• The item I want has sold out?

  If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.

  We recommend speaking to a Vans Team on 1800 875 277. Hit option 1 once prompted.
  
  Our team will be able to look into stock levels for you and check if one of our stores has any stock left.

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• Can I have some stickers?
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• What size Vans should I buy?

  Our shoes are sized according to the US standard and all our shoes are unisex, so no one is excluded from wearing our kicks!

  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 7.5 however it will show as US Men's 6 at the checkout and on your order confirmation. In this instance, a US Men's 6 is equivalent to a US Women's 7.5.

  Need help figuring out your size? Check out our comprehensive size guide.

  Alternatively, measure the length from the back of your heel to the end of your longest toe. Compare this length to the table below to find your perfect fit.

  US Mens	3.5	4	4.5	5	5.5	6	6.5	7	7.5	8	8.5	9	9.5	10	10.5	11	11.5	12	13	14	15	16
  US Womens	5	5.5	6	6.5	7	7.5	8	8.5	9	9.5	10	10.5	11	11.5	12	12.5	13	13.5	14.5	15.5	16.5	17.5
  EU	34.5	35	36	36.5	37	38	38.5	39	40	40.5	41	42	42.5	43	44	44.5	45	46	47	48	49	50
  Length in cm	21.5	22	22.5	23	23.5	24	24.5	25	25.5	26	26.5	27	27.5	28	28.5	29	29.5	30	31	32	33	34

  Please note that this is a guide only. The cm length is the length of the innersole and we advise allowing an extra 1cm when calculating your shoe size. 

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