Customer Experience Centre
Please note: All in-store and online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days. For further information on holiday returns, please see here.
We want you to be 100% satisfied with your purchase. If you change your mind, we're happy to accept all returns, provided our three return conditions are met:
Please note: We cannot accept your return if the shoebox is taped, damaged or has postal stickers attached
SALE ITEMS
We're happy to accept returns of sale items provided the item meets our return conditions above. You can visit us in-store or book an online return.
RETURN TO STORE
Whether you shopped online or in-store, you can return your item at any Vans Australia store provided our return conditions are met. Our in-store team can help you with a refund or exchange, pending stock availability. View our store locator HERE.
RETURN BY POST
Items purchased online can be returned by post. Start your return below and follow the prompts to purchase and print your prepaid return shipping label, then post your item at the Post Office. Return shipping costs are payable by the customer and shoeboxes must be posted back in a protective satchel. Vans Australia does not offer online exchanges - Please post your item back to us for a refund and place a new order.
EXCHANGES
We do not offer direct online exchanges.
If you wish to exchange your items, this can only be done in-store.
If you wish to return online, please post your item back to us for a refund and place a new order.
REFUNDS
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click HERE for more information.
We’re sorry to hear that your item may have a manufacturing fault.
We recommend the following depending on whether you shopped online or in-store.
I purchased the item online at vans.com.au
Feel free to visit any of our Vans AU stores, along with proof of purchase or order number, and speak to a manager for an assessment. If you can't make it in-store:
Please submit your item for assessment via our Returns Portal HERE and choose ‘Faulty’ as your return reason.
You will be prompted to provide images of the item, clearly showing the fault and product from all angles. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item at a Vans AU store
Feel free to visit any of our Vans AU stores, along with proof of purchase or order number, and speak to a manager for an assessment.
If the item is deemed faulty, the manager can help you with a refund or exchange, pending stock availability. View our store locator HERE.
I purchased the item from another retailer/stockist (not directly from Vans AU)
Unfortunately, we will not be able to assist you with a faulty claim as we will require, for any exchange or return, an official Vans AU receipt. Please reach out to the original retailer for a faulty claim and assessment as your details and payment history will sit safely within their system.