Our delivery options, timeframes and costs are as below:

IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays). 

*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Vans.

4-Hour Delivery:
4-Hour Delivery is only available in Sydney, Melbourne, Brisbane and Adelaide metropolitan areas and is dependent on immediate stock availability in these areas. Orders must be placed between 9am-2pm Monday-Friday to be eligible for 4-Hour Delivery. For our full Terms & Conditions, please see here.

Next Day Delivery:
Next Day Delivery is only available in Sydney, Melbourne, Brisbane and Adelaide metropolitan areas and is dependent on immediate stock availability in these areas. Orders must be placed between 2pm-11:59pm Monday-Friday and will be delivered the next business day.

Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.

Authority to Leave:
When you place your order, you will have the option to give Authority to Leave. This means that if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. If you do not provide Authority to Leave, your delivery will be redirected to your local post office if nobody is home to accept it. For further information, please see here.

You can track your order through StarTrack by entering your tracking number, here.

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. You can check out our Delivery Timeframes to help you estimate the arrival of your order.

Tracking Notification 

Your tracking number will be sent with the subject line "Your Vans Order VANAU000000 update".

Your tracking email will look like this:

Tracking your order:

1. You can log in to your account and select the 'Track my Order' tab
2. Click on the Tracking link in your email notification or copy the Tracking Number in your email and track online at StarTrack.
3. Checked out as a guest? Head over to our tracking portal and simply pop in your order number (it'll start with VANAU) to follow your Vans order.

Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

Only received part of your order?

If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.

Extended Holiday Returns Policy:

All in-store and online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.

Orders made beyond this timeframe will follow our regular 30-day return policy. 

Order Cut-Off Dates:

*Please Note: All times listed are in Local Time

Express Delivery:

4-Hour Delivery: Please see here for further information on 4-Hour Delivery.

1-Hour Click & Collect: Please see here for further information on Click & Collect. 

*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of Vans.

From everyone at Vans, we wish you a very happy holiday and new year.

Once your order is placed, we're unable to upgrade or change the delivery method. 

Our teams are working hard to get your order to you ASAP. Once your order is on its way to you, you will receive an email with your tracking information. We appreciate your patience during this time.

If 'Authority to Leave' is selected at checkout, your order will either be left at your property, or taken to a nearby post office for collection.

Check the status of your delivery by entering your tracking number here!

We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely. 

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.

Our team work quickly to get orders picked, packed and out the door to you - so we can't guarantee that we'll be able to update your delivery address. 

If you have just placed your order, or you have not received a tracking number:

Please contact our Vans Team here.

There is a short window of time before it's ready to be shipped that we may be able to update the address for you. 

If you have been sent a tracking number:

We are unable to update a delivery address once an order has been packed.

Please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. There is a small window in which they may be able to update your address. Any address updates successfully completed by StarTrack will add an additional business day for delivery on top of the standard delivery time.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

Unfortunately, we are unable to make any changes or cancel your order. Once you receive your item(s), you can return them in accordance with our Returns Policy.

It's easy! Simply browse the website and find the products you want, then follow the steps below:

• Select your size
• Select 'Click & Collect' then enter your postcode & search radius and click 'Check'
  The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'
• This will add the product to your cart, and you are free to browse and add other products to your cart
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information

Please note that Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

Once you have successfully placed your order, wait for us to send you an email telling you your order is ready, then simply go to your selected store with your tax invoice (which we send via email) and your photo ID (so we know that it's you!) to grab your Vans.*

*Please wait until you have received the 'Ready for Collection' email before going in-store to collect.

Please note: If you need to nominate someone other than yourself to collect the order, our Vans Team requires prior contact.  We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

You’ll get an email notification once your order is ready to be picked up. Please wait until you have received this email before going in-store to collect.

To help us process your order quickly in-store, please ensure you bring along the following with you:

- Order Confirmation.

- Personal ID (eg. your driver's license, proof of age or passport).

 We may also request to see the credit/debit card used or speak to the cardholder.

Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Vans Team*

*We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Our Vans Team will be able to cancel your Click & Collect order.

Simply get in touch and provide us with your order number. We'll provide you with the next steps.

CONTACT US

Click & Collect may not be available for an item if there are no local stores which have your item in stock.

If Click & Collect is unavailable at your local store, we recommend having your item delivered! View our Delivery Timeframes here. 

Good to know:

• Due to demand, item(s) on sale tend to be limited in stock and therefore lowers the chance that your local store has it in stock and available for Click & Collect. 
• Called a store and they have the item in stock but the store is not appearing as an option for Click & Collect online? Our stores have thresholds in place - We recommend getting them delivered instead! 

Your order number will look like: #VanAu123456789

This number is your reference for your order, and for returning your item in-store or online. 

If you have an order number that looks like: #12345678 - this may have been internationally purchased from www.vans.com.

We are unable to help with international purchases. Please reach out to their customer service team here. 

If you have received your order, and you have 2 different shoes that do not match, please see the options below to have this resolved:

• Please visit your nearest Vans store, and our team can have your shoes exchanged to the correct pair, or refunded for you. You can find your nearest Vans store here.

• If you cannot make it in-store, you can organise your return online through our returns portal here.

You can reach out to our Vans Team below for more assistance, but please note we are unable to facilitate direct exchanges or replacements online. 

If your order has been listed as "Complete" or "Delivered" but you have not received it, please check the below steps to track where your order might be:

• Your order may have been delivered to a nearby Post Office for collection if it was unable to be left at your address. You can enter your tracking number and check the most recent updates here. 

• Your order may have been left at your provided address if Authority To Leave was selected at checkout. Please double check to see that your parcel has not been left at the front or around your property. 

If you still cannot find any information on the location of your order, please reach out to our Vans Team below. 

If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse. 

Some possible reasons why your order was unable to be delivered:

• Your delivery address was incomplete or incorrect
• No-one was present to receive the parcel
• The delivery was rejected 

Once your parcel has been returned to sender, unfortunately we cannot send the parcel back out to you.

We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order for them to be delivered to a location where they can be signed for such as your place of work.

We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps: 

1. Log in to your account to lodge a claim. If you checked out as a guest, use our guest returns form here
2. Follow the steps and select your reason for return (dispatch error) 
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received) 
4. Hit submit. Our Customer Experience Team will review your claim 
5. If approved, you'll be sent a follow-up email with further details. 

If you have ordered multiple items, we may need to fulfil your order from multiple locations - that way you don't miss out on any of your items!

This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

How do I track the rest of my order?

If your order has been split, you will receive an email with your tracking details for each separate delivery.

Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates. 

Click here for ways to track your order.

4-Hour Delivery is available in selected areas if you place your order between 9:00 am to 2:00 pm between Monday to Friday for just $20.00!

We will aim to deliver your order within 4 hours of placing your order.

Delivery Time: Order between 9:00 am to 2:00 pm between Monday to Friday for 4-Hour Delivery. Please allow 4-6 hours for delivery. 

Availability: 4-Hour Delivery available in metro cities of Sydney, Melbourne, Brisbane, Adelaide and subject to product availability in the local area.

Valid Addresses: 4-Hour Delivery cannot be delivered to PO Boxes or Parcel Lockers. 

Address Changes: We are unable to update or amend addresses. If you have provided the incorrect address, please contact our Vans Team. They will cancel and refund the order to avoid it being delivered to the incorrect address.

Courier Partner: Vans has partnered with Direct Couriers to provide this delivery service. 

Returned to Sender: If the courier does not deem it safe to leave your order unattended, or a PO Box or Parcel Locker has been provided, your order will be Returned to Sender. As orders cannot be re-dispatched, you will receive a refund onto your original payment method within 3 - 6 business days. 

For full Terms & Conditions please see here.

Delivery times are indicative only, and Vans will not be liable for any failure to observe these delivery times.

Once you've placed your order, you'll first receive an order confirmation email.

You'll then receive SMS notifications from Direct Couriers during your 4-Hour Delivery journey.

1. Picked up: Your order has been collected by the driver

2. On route: Your order is nearby and will be delivered shortly

3. Delivered: Success! Your order has arrived at the address provided. 

Availability: 4-Hour Delivery available is in metro cities of Sydney, Melbourne, Brisbane, Adelaide and subject to product availability in the local area. This service is not available for Perth at this stage.

Terms and conditions:

1. Once your order is placed you will receive an order confirmation to the email provided during checkout.
2. All tracking information will be supplied directly from our courier partner (Direct Couriers).
3. Delivery will be made to one address only based on one postcode. If the postcode is changed during the checkout process, the delivery method may be subject to product availability of the new postcode. If 4-Hour Delivery is not available, Standard Delivery will apply.
4. Delivery is to Residential or Business addresses and cannot be offered for PO BOX or Parcel Locker Locations.
5. Multiple delivery methods can be made on the one order during checkout, however, this will trigger multiple confirmation emails as your order will be required to be split into multiple parts.
6. From time to time we may need to dispatch your order from multiple locations. Please note you will not incur any additional delivery cost if your order is split and dispatched from multiple dispatching locations.
7. If your order is placed after 2 pm or on a non-business day (weekend or public holiday), your delivery window will be the next business day.
8. 4-Hour Delivery can occur between 9 am and 9 pm Monday to Friday (Excluding Public Holidays)
9. Delivery Times may vary according to distance, on Friday evenings, and during holiday periods. Please allow up to 4-6 hours for your order to arrive.
10. Our courier (Direct Couriers) may be completing multiple deliveries at one time, and this could affect the tracking journey.
11. If you have not received your order by 9 pm on the day it was placed and have not received any notification from our team or courier partner regarding this, please contact our Vans Team. 
12. If you have provided an incorrect address or a PO Box/Parcel Locker, your order will be returned to sender. Once your order reaches our dispatching store, a refund will be issued within 3 -6 business days. 
13. Authority to Leave: Our couriers will use their discretion however if they feel it's unsafe to leave your order unattended, your item will be Returned to Sender and refunded. Your refund will reflect on your original payment within 3 - 6 business days. 
14. 4-Hour Delivery Orders cannot be re-dispatched if Returned to Sender.

The availability of this service may be impacted by lockdowns and any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Vans.

Delivery times are indicative only, and Vans will not be liable for any failure to observe these delivery times.

If your 4-Hour Delivery has not arrived within the given time frame or you miss the delivery, please get in touch with the Vans Team here to let us know. 

If the 4-Hour Delivery option is not available when you enter your postcode, this is a strong indicator that this service is not currently available in your area, or the product is unavailable nearby to you.

4-Hour Delivery is also only available in selected metro areas.

Our Standard Delivery service will have your order delivered to you within 1-3 business days.

If we are unable to meet the estimated delivery times, we'll do our best to inform you of the delay. We aim to have your order delivered within the provided delivery time. However, due to the possibility of delays or disruption in the courier network, this delivery timeline is indicative only. We cannot guarantee that your order will arrive within the suggested delivery window. 

Orders that are unable to be fulfilled within the 4-Hour Delivery timeframe will be cancelled and refunded. Your refund will reflect in your account within 3 - 6 business days. 

If your size isn't available in-store, our team can order your item from another store across Australia and have it delivered to your house.

When placing an order in-store, please double-check that you provide your correct delivery address and contact details. 

Your item will be delivered within 1-3 business days. 

Returning an in-store order

If you wish to return an item you ordered in-store, please visit us in-store for a refund.
We are currently unable to facilitate an online return for an in-store order. When returning your item in-store please bring along proof of purchase and ensure that your item meets our Returns Policy conditions. 

Please note: If we are unable to fulfill your in-store order please visit us in-store to claim your refund. If you don't claim your refund within 60 days, we'll email another reminder. If your credit remains unclaimed after 90 days, it'll be issued in the form of a gift card. 

Please note that shipping and handling times can take anywhere between 1-3 business days, as your order could be coming from any one of our National stores. 

Your order confirmation will be sent to the email address that was entered upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details - and you can track your order here!