FREQUENTLY ASKED QUESTIONS
What are your Holiday Season Delivery Time Frames?
The lead up to the holiday season is one of the busiest times of the year and we want to make sure your order arrives at your doorstep on time.
Please see below for our recommended delivery time frames.
Order before 2 pm on:
Metro: 18th December
Rural: 15th December
4-Hour Delivery: 24th December
1 Hour Click & Collect: 24th December
If you are unsure, find out more from Australia Post here.
Please note: Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable events beyond the control of Vans.
From everyone at Vans, happy holidays and we wish you a very successful new year.READ FULL ARTICLE
Are your stores open?
All Vans stores 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
Purchases made from 25th November 2020 to 31st December 2020 will have 60 days to returnREAD FULL ARTICLE
What is 1 Hour Click & Collect?
Want it now? Vans offers 1 Hour Click & Collect.
Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour.
Please wait until you’ve received this email before heading in-store to collect.
Ts & Cs
1 Hour Click & Collect is only available where your purchase:
- is finalised on a day on which your nominated Vans store is open for business;
- is finalised one (1) hour before your nominated Vans store closes for that day
- is available for Click & Collect
- is not affected by an event outside the reasonable control of Vans (including any impediment caused by the fraud analytic pre-screening process)
- What is your latest Online Returns Policy? (Online purchases only) READ FULL ARTICLE
How do I 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.
Do you sell gift cards online?
Unfortunately, we don't currently sell gift cards online. We're sorry for the inconvenience!
A pair of Vans make the perfect gift, but we know that purchasing them online can be tricky. Our Vans Gurus are here to help you find the perfect present with sizing advice, product recommendations and stock checks. They can even place the order over the phone with you!
Give them a call on 1800 875 277 and press option 1.READ FULL ARTICLE
Can I have some stickers?