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?
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?

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.	Refund and exchange available.	Refund and exchange available.

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.

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. 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 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. You will need to contact our Vans Team for a faulty assessment.

Alternatively, if you cannot make it to a store, you can lodge a faulty claim through our Returns Portal. Our Kicks Team will review your claim. Follow the below steps to lodge a faulty claim request:
1. Lodge your faulty claim from your My Account
2. If you checked out as a guest, head to our guest returns form here
3. Follow the steps and select your reason for return (faulty goods)
4. Provide a brief description of the fault and upload three photos (tops, soles and the fault)
5. Hit submit. Our Customer Experience Team will review your claim
6. If approved, you'll be sent a follow-up email with further details
*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.
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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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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.

You can check out our Online Returns Policy for more information.
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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 My Account to create your return. If you checked out as a guest, use our guest returns form here
2. Enter your order number & its associated email address.
  Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 & _2). They must be returned separately in the portal as they're recognised as unique order numbers
3. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
4. Ensure your details are correct before clicking ‘next’
5. Proceed to pay for your return postage via credit card
6. Click 'pay now' and your prepaid return postage label will be emailed to you
7. Print off your label and attach it to the package (Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging)
8. AU: Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services
9. Drop off your parcel at your nearest Post Office.
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.

If your order was split and you need to return more than one item, please get in contact with our Customer Experience Team. We'll advise the next steps.

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.

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 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?
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.

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Can I exchange my items?
If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item meets our Returns Policy requirements.

Exchanging online

Orders returned online are issued with a full refund only. If you’re unable to visit us for an exchange, we recommend processing an online return, then placing a new order. Our online return instructions will guide you through the process.

Note: In-store purchases cannot be returned online, please pay us a visit!

Exchanging in-store

All online and in-store purchases can be exchanged in-store. If you’ve purchased through Afterpay, our team will refund your original order, then help you with a new purchase.

What if I bought it online, whilst on sale, and it's now back to full price?

Please visit us in-store! Our team will swap your product at no extra cost, pending stock availability.

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How can I return a Click & Collect order?
You can simply return to your store of collection if you have changed your mind about your recent Click & Collect purchase. You are also welcome to post your Click & Collect back to us for return. Follow our online instructions here.

Please note: Stores that are currently in lockdown and only operating for Click & Collect orders are unable to accept returns or exchanges in store.

You can check out our Returns Policy for more information.
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