Our Melbourne Metro stores are open. Click here for more info on how we've created a safe shopping experience.
FREQUENTLY ASKED QUESTIONS
Are your stores open?
Update: Following recent announcements on the easing of restrictions, our Metro Melbourne stores will effectively reopen on Wednesday the 28th of October 2020 with new safety protocols in place to comply with all Government directives. Please see below for our COVID-safe measures.
All other Vans stores across NSW, QLD, SA, WA are operating as usual with COVID-safe measures in place.
Please see below for our COVID-safe plan.
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 (VICTORIA ONLY)
As per Victorian Government guidelines, all Victorians must wear a fitted face mask when they leave home. Please note that face shields, bandanas, scarves or loose snoods will no longer be considered a sufficient face covering. We reserve the right to refuse entry to customers who refuse to comply.
For all other states, face masks are not mandatory however they are encouraged.
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.READ FULL ARTICLE
What are your Delivery Timeframes?
Please note: Due to recent disruptions in flight schedules in Melbourne, you may experience delays of up to 1-2 business days on top of the normal delivery frames outlined below.
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
Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.
Need help tracking your order? Click here.READ FULL ARTICLE
What is your latest Online Returns Policy? (Online purchases only)
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.
Extended returns for Melbourne customers: From Wednesday the 28th of October 2020, any item(s) purchased during Stage 4 lockdown will have a 30 day grace period to return or exchange in-store.
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
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.
Important to note: We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
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 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.
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.
How to place an online order
Placing an online order is easy! Follow our easy step by step guide below.
Would you prefer to speak to someone instead? Give our Vans Gurus a call on 1800 875 277.
They'll be able to help you with your size and securely place an order for you!
If you prefer not to call, hit up our Vans Gurus via our live chat channel.
HOW TO PLACE AN ONLINE ORDER
Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.
Step 2: Select the style you wish to purchase.
Clicking into the style, you'll be able to view a description of the shoe and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Click on "Add To Cart".
Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!
You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.
Step 3: Complete the order
We accept all secure payment methods! Click here for more information.
Note: At the cart, you'll also be able to enter in your discount code if you have one.
Follow the prompts and fill out all the required fields.
Once done, the last step is to review your details to make sure they're correct.
Press "Place Order". You're done!
Having difficulties placing your order? No worries! Our Vans Gurus are available to help over the phone on 1800 820 851.
Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.