We’re sorry to hear that your item may have a manufacturing fault. We recommend the following, depending on your original purchase method:
I purchased the item online at vans.com.au
Feel free to visit any of our Vans AU stores, along with proof of purchase or order number, and speak to a manager for an assessment.
If you can't make it in-store, please submit your item for assessment via our Returns Portal HERE and choose ‘Faulty’ as your return reason. You will be prompted to provide images of the item, clearly showing the fault and product from all angles. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item at a Vans AU store
Feel free to visit any of our Vans AU stores, along with proof of purchase or order number, and speak to a manager for an assessment. If the item is deemed faulty, the manager can help you with a refund or exchange, pending stock availability. View our store locator HERE.
I purchased the item from another retailer/stockist (not directly from Vans AU)
Unfortunately, we will not be able to assist you with a faulty claim as we will require, for any exchange or return, an official Vans AU receipt. Please reach out to the original retailer for a faulty claim and assessment as your details and payment history will sit safely within their system.
Purchases made online from overseas distributors cannot be assessed by Vans AU, and we advise you to contact the country of purchase for further assistance.
You can check out our international websites below: