FREQUENTLY ASKED QUESTIONS
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Regional Australia Fires Delivery Disruption
Due to ongoing bushfire activity, Australia Post and TOLL operations have been impacted in a number of locations in NSW and QLD.
The situation is currently being monitored closely and will provide updates as information is made available.Impacted areas:
QLDDeliveries have been impacted in the following postcodes:
- 4703
- 4565
NSW
There will be no deliveries to residents in Taree until further notice.
Deliveries have been impacted in the following postcodes:
- 2430
- 2429
- 2424
- 2427
- 2443
- 2446
- 2428
For further information, please click here.
We sincerely apologise for the inconvenience but safety is our main priority.
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PLEASE NOTE:
Orders to certain regions of QLD and NSW will be severely delayed due to the ongoing bushfires.
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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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How does Click & Collect work?
It's easy! Simply browse the website and find the products you want, then follow the steps below:
Select your size
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Select 'Click & Collect' then enter your postcode & search radius and click 'Check'.
The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'.
This will add the product to your cart, and you are free to browse and add other products to your cart.
Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
Now complete the order by entering your personal details and payment information.
Once you have successfully placed your order, wait for us to send you an email telling you your order is ready, then simply go to your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!) to grab your kicks! Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact to our Customer Experience team. We may request to see the credit card used or speak to the card holder at any stage. The nominee will also be required to show a form of I.D.
Once your order is placed, our in-store team will be notified and they'll get busy preparing your order! Once it's ready we'll send you an email letting you know and you can come and collect! -
Returns Policy
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If you're not 100% satisfied with your purchase, you can return your item(s) within 30 days of placing your order if you meet the below return conditions.
*Please note Gift Cards are non-refundable.
RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
IN ORIGINAL PACKAGING AND CONDITION
Item(s) must be returned in the condition they were dispatched in. Returns cannot be sent with the shoebox taped up, written on or exposed. You may use the original satchel it was packed in.
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 online and you will be provided with a full refund, unfortunately, we can not facilitate exchanges when your order is returned to us in this manner.
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 Return via Mail Return in-store Purchased in store NO YES Online Delivery YES YES (except Paypal) Click and Collect YES YES (except Paypal) REFUNDS
Refunds will be processed via your original payment method;
- Credit card refunds will be visible within 1-5 business days depending on your financial institution
- PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
- Afterpay refunds will be processed in your Afterpay account 1-2 business days after we receive your returned item
- Gift Cards cannot be returned for a refund.
Online conditions:- Online refunds will be processed once a return has been received at our warehouse and reviewed by the Customer Experience Team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
- 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.
- Gift cards cannot be returned for a refund.
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.
- Gift cards cannot be returned for a 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.
We offer two services when booking your return online;
- Courier pick-up – Cost varies depending on your pickup location
- Australian Post drop-offs – We recommend using their track and trace services.
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.
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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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Which payment methods are accepted?
Our online store accepts Mastercard, VISA, American Express, Paypal and Afterpay (Aus only).
Unfortunately, we can not accept payment from cards issued overseas.
Your account will be debited at the time of order and the transaction will appear on your statement.
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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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