Returns & Exchanges
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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
READ FULL ARTICLE- Log in to My Account to create your return. If you checked out as a guest, use our guest returns form here
- 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 - Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
- Ensure your details are correct before clicking ‘next’
- Proceed to pay for your return postage via credit card
- Click 'pay now' and your prepaid return postage label will be emailed to you
- 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)
- AU: Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services
- 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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How do I package my return?
If you're returning an item via post, please make sure the original packaging/shoebox is undamaged. Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
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Do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition. -
How will I receive my refund?
You will be refunded according to your original payment method within 2-5 business days* of your return being processed:
Debit or credit card
Your refund will reflect in your account within 2-5 business days of your return being processed.
PayPal
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account.
Afterpay
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
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Can I return Vans I purchased overseas?
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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Can I return my item to your warehouse in-person?
We are unable to accept returns at our warehouse or office due to OH&S restrictions.
Please follow our approved return procedures to ensure your return is processed correctly.
If you wish to avoid return postage fees, feel free to return your item at any Vans store.
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