Returns & Exchanges

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. 

Exchanges can only be issued in-store, and not online.

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. 
 
Please 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. 

Yes, you can simply return in-store 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.

You can check out our Returns Policy for more information.

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. 

*Please note: Do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition.*

You will be refunded 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.

We only accept returns on items that were purchased through Vans Australia.

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.

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.