FREQUENTLY ASKED QUESTIONS
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Regional Australia Fires Delivery Disruption
Australia Post is working to reinstate deliveries in areas impacted by bushfires and smoke haze.
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We will continue to monitor the situation closely and will provide updates as information is made available.
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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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Returns Policy
READ FULL ARTICLE3 simple conditions for a successful return:
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 30 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.*
*Please do not send back any faulty items without contacting us first.
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Can I return a sale item?
You are most welcome to return a sale item, as long as it meets our return conditions.
Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid.
You can check out our Returns Policy for more information.
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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 time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team here and they will do their best.
While we will make every attempt to accommodate to 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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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.
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*You will be asked to provide proof of purchase as well as some photographs of what you received. -
Bushfires Appeal
Like everyone, we are deeply saddened by the devastating bushfires across Australia.
On behalf of all our team, our company Accent Group is donating $100,000 to Red Cross and will continue to offer on-going support throughout the recovery process.
A massive thank you to all the amazing firefighters, emergency workers, local communities and volunteers doing their absolute best to support those affected. We are so proud to be part of a community that pulls together in times of crisis. Be safe Australia.
If you would like to make a contribution, please click here.
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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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