Returns – Vans AU - Customer Experience Centre

Vans AU - Customer Experience Centre
Returns

Returns Policy

What is your latest Returns & Exchanges Policy for in-store purchases?
This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

Need to return your items? 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:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition. Shoes must be returned in their original, undamaged shoe box.
In-store conditions

In-store purchases cannot be returned or refunded to the online store at this point in time.

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 team to decide whether a full refund will be provided.

Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

Please click here for more information on in-store faulty assessments.
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What is your latest Returns & Exchanges Policy for online purchases?

Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.

Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

Need to return your items? 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

Shoes must be returned in their original, undamaged shoe box. 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 to protect the shoebox during transit. *
Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
*We reserve the right to reject any returns that do not meet these requirements.

RETURN OPTIONS

	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

Exchanges

All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

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 online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
Online purchases using Afterpay can be returned online or in-store.

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.

How is the refund processed?

Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.

I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.

I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.

I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.

*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

Faulty items

If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

Third-Party & International Purchases

Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Vans Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

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What is your Faulty Assessment process for online purchases?
Please note that this process applies to online purchases only. Please see our in-store faulty assessment for more information on purchases made in-store.

We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.

You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments! If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Vans Team for a faulty assessment.

Alternatively, if you cannot make it to your local store, you may contact our Vans Team for a faulty assessment. Please provide us with the below information as it helps to speed up the process:

- Order number or proof of purchase

- Photographs that display the fault from all angles.

*Please do not send the faulty product back without contacting us first.

* Proof of purchase is required to initiate a Faulty Assessment.

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.
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What is your Faulty Assessment process for in-store purchases?
Please note that this process applies to in-store purchases only. Please see our online faulty assessment process for more information on purchases made online.

If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.

If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below
- exchange for the same item
- exchange for a different size
- a full refund (depending on the payment method)
- disagree that there is a genuine manufacturing fault and therefore not process the return.
Check out our Returns Policy here.

If your complaint does not relate to a purchase, please contact our Vans Team.

* Proof of purchase is required to initiate a Faulty Assessment.

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.
READ FULL ARTICLE

Returns & Exchanges

How do I return an in-store purchase?
If you made a purchase in a store, you must return your item to a store location. We are unable to accept in-store returns to our online warehouse.

We will be happy to provide you with an exchange, store credit or refund as long as the items are in their original condition, with tags attached, in their original packaging and proof of purchase.
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Can I return a PayPal order in-store?
Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds.

If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

Head to our Returns Portal to start the process!

Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

Did you know? PayPal refunds return shipping fees! You can check out this link for more information.
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Do I need to pay for return postage?
You are responsible for any costs associated with returning your order.

You are welcome to post your return back to our online warehouse and we will refund your order as per your original payment method.

Please note: We do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

Organise your online return here.

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. Please note, we can not facilitate Paypal refunds in-store.

You can check out our Online Returns Policy for more information.
READ FULL ARTICLE
How do I book a return?
Please view our Online Return Policy before submitting a return.
Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements if you need to return them.

Online Return Instructions
1. Log in to your Account to book your return. If you checked out as a guest, use our Guest Returns Form.
2. Select the item(s) you wish to return and click, Submit. You will receive an email with your return label once your return has been submitted.
3. Print the provided address label. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
4. Pack your return in another carton or satchel to protect the original packaging.
5. Visit your nearest Post Office to pay for and drop off your parcel.
Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Shoes must be returned in their original, undamaged shoebox.

If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

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.

What's next?

Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your Australia Post return tracking number so you can track when it reaches us.

If approved, refunds are 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.
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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 Returns Policy.

Even if your item was purchased at a sale price, you are welcome to return and receive a refund for the price paid.

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Can I exchange my items?
Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy.

Exchanging online

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process.

Exchanging in-store

Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay.

Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card.

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style.

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