Returns

Returns Process

• Returns Policy
   

  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 that gift cards are not 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

  
  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.*

  *Please do not send back any faulty items without contacting us first.

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• How do I book a return?

  You can return any item to us in-store, just be sure to meet the conditions below and bring your proof of purchase. Please note that we are unable to facilitate PayPal returns in-store. You can find out more information here.

   

   

  

  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.

   

   To return to our online store:

  1. Ensure you meet our 3 simple conditions for successful returns.
  2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.     
     
  3.  Pop in your order number and the email address used for placing the order. Click 'continue'.
  4. Click on the returns tab and scroll down to the bottom and select 'return'.
  5. Select your preferred returns method; Courier Pickup or Australia Post Drop Off.
  6. Complete and submit the form online.
  7. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step.
  8. Items are in their original condition and original shoebox or packaging (please note: packaging must not be damaged or marked)
  9. Pack your return in another carton or satchel to protect the original packaging
  10. Drop the parcel off or have it picked up - depending on which method you choose.
  11. *Please note We reserve the right to reject any returns that do not meet these requirements

  
  WHATS NEXT?

  Please allow time for your return to reach our fulfillment centre. This time may vary depending on your location.

  If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.

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• How to return an online order in store?

  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 as long as you meet the below conditions. Please note that we cannot facilitate Paypal refunds in store.

   

  3 SIMPLE CONDITIONS FOR A SUCCESSFUL RETURN

  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) are in original packaging or shoe box in their original condition.

   

  You can check out our full Returns Policy for more information.

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• How to return a Click and Collect?

  You can simply return to your store of collection if you have changed your mind about your recent click and collect purchase. Keep in mind, we can't refund PayPal orders in store. You are also welcome to post your Click and Collect back to us for return. 

  Our general return policy applies.

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• When will I receive my refund?

  Once you have dropped your parcel off at the Post Office or had it collected by Star Track, your return will reach us in 2-7 business days. Our top tip is to keep note of your tracking number, that way you can track your order and see when it reaches us.

  When your return arrives, it will be processed for a full refund within 2 business days.

  Your financial institution will complete this process, processing times can differ depending on the third party companies refund time frames.

  Payment Method
  AFTERPAY	Once we have processed your refund AfterPay will send you an email confirming that the refund has been processed and any adjustments will be made to your payment schedule
  CREDIT/DEBIT CARD	The refund turn around time will depend on your financial institution - most banks take around 2-5 working days to process refunds.
  PAYPAL	PayPal will be in touch once they have finalised your refund and you will need then need to transfer said funds into your bank account if you wish.

   

  After taking the shipping, processing time and payment method into account, if you feel concerned about the progress of your refund, please get in touch.

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• How can I return if I paid via AfterPay?

  If you paid for your order via AfterPay, you are welcome to return your item in a store or you can post your item back to us! Take a look at our Return Policy to find out more information.

  When your refund is processed, AfterPay will send you an email and make the necessary adjustments to your payment schedule.

  For example, if you've made two repayments you will be refunded for those two payments and all further payments will be cancelled.

  If you have any further enquiries regarding Afterpay, you can head to their website for more information.

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