Returns & Exchanges – Vans AU - Customer Experience Centre

Can I return a sale item?

You are most welcome to return a sale item, as long as it meets our return conditions.

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

You can check out our Returns Policy for more information.

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How do I book a return?

If you would like to avoid postage fees, you are welcome to head into your local store and return the item in person, as long as you meet the below return conditions. Please note that we are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.

3 simple conditions for a successful return:

To return to our online store:

Ensure you meet our 3 simple conditions for successful returns.
Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.
Select the item you wish to return and click, Submit. You will receive an email with your return label once your return has been submitted.
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. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
Pack your return in another carton or satchel to protect the original packaging.
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

WHATS NEXT?

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

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.

Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

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In-store faulty assessment

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 Customer Experience team below.

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I’ve changed my mind - can I return or exchange my items?

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return or exchange within 30 days of purchase. Double-check that your items meet our Returns Policy and the three main requirements:

Returned within 30 days of purchase (with proof of purchase available if requested).
Unworn, unwashed and undamaged with original tags attached.
In original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.

You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.

Please follow the instructions here on how to organise your return.

Having difficulties? Get in touch with the Customer Experience team below and we’ll be able to assist you.

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How can I return or exchange 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. Just be sure to meet the conditions below and bring your proof of purchase. Your confirmation email also acts as proof of purchase.

Remember, you cannot return an item purchased with PayPal in-store. You'll need to post it back to us. You can check out our Returns Policy for more information.

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How can I return a Click and Collect order?

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.

You can check out our Returns Policy for more information.

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How can I return or exchange an item if I paid through AfterPay?

If you paid for your order via AfterPay, you are welcome to head to your nearest store and return the item/s in person. or you can post your item back to our online store. 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.

Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode.

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

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How can I return if I paid through PayPal?

If you made a purchase via PayPal, please note that we cannot accept returns to any of our stores.

You are welcome to post your back to our online store and we will refund your order in accordance with your original payment method.

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

For instructions on how to return your item, please see our Returns Policy.

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.

You can, however, get your money back on your return shipping fee. You can check out this link for more information.

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How can I return or exchange an item purchased from a Vans store?

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 provided that the items are in their original condition, with tags attached, in their original packaging and proof of purchase.

Check our Store Locator to find a store near you.

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Online faulty assessment

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. 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 Customer Experience team for a faulty assessment.

Alternatively, if you cannot make it to your local store, you may contact our Customer Experience team below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.*

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

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