Returns

We’re sorry to hear that your item may have a manufacturing fault.

We recommend the following depending on whether you shopped online or in-store. 

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.

Yes. If you've shopped online and had a change of mind you can return your item in-store provided the item meets our return conditions below:

• Item(s) were purchased within 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) is in its original, undamaged packaging or shoebox 

Returning in-store 
Please bring the item(s) you wish to return and proof of purchase, which can include your email order confirmation, order number (#VANAU...) or bank statement. If you shopped online with card, please bring the same card in-store for a refund. 

Refunds
Your refund will be processed back via your original payment method, whether it's Card, PayPal or Afterpay. Click here for more information. Any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.

Yes you can!

If you have organised a returns label through the online portal but you have changed your mind, we can have this cancelled and refunded for you!

To organise this, please get in contact with our Vans Team here. 

If you made a purchase in-store, you must return your item in-store.

Find your nearest store here!

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.

If returning online, you are responsible for any costs associated with returning your order.

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. 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 see HERE for instructions on returning your order. 

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.

1. CHECK OUR RETURN CONDITIONS 

Before booking your return online, check that your item meets our returns conditions below.  

• Item(s) were purchased within 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, undamaged packaging or shoebox 

If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.

2. PACKAGE YOUR RETURN

Place the return into a satchel or box so that the product arrives protected and undamaged. 

Do not use the shoebox as a postage box. If the shoebox is taped, damaged or has postal stickers attached we cannot accept your return.

3. BOOK YOUR RETURN

Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.  

• Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process
• Entering your order number: Your order number will start with PLATAU. Do not include the # or any other symbols
• Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you

WHAT'S NEXT?

Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.

Yes, they can!

Any items that you have purchased on sale or at a discounted price can be returned for a refund, as long as it meets our Returns Policy requirements.