FREQUENTLY ASKED QUESTIONS

• What are your End of Season Sale Terms & Conditions?

  Offer: Up to 50% Off Selected Styles. Offer is available from 6:00am AEST on 03/06/21 and is available for a limited time only.

  Start shopping here. 

  Important to note:

  • Offer is available online at www.skechers.com.au and in all Australian stores.
  • Offer applies to selected styles on the website and in-store.
  • Prices are as marked online and in-store.
  • Offer is subject to availability and while stocks last.
  • Due to the high volume of demand and if website difficulties are experienced Skechers cannot guarantee the availability of stock.
  • Offer cannot be used in conjunction with other Offers.
  • Offer is not available on the purchase of gift cards/eVouchers.
  • Promotion may be extended or changed at Skechers discretion.

  Please allow additional time for delivery during sale periods and public holidays as delivery times may vary.

   

   

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• Please note:

  Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery times

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• Are your stores open?

  All stores are open and operating with safety protocols in place to comply with all Government directives. Please see below for our COVID-safe plan.

  
  To find your nearest store, please see our Store Locator. 
  
  

  Hygiene and social distancing measures

  To help make our stores safer, we’ve introduced a COVID-safe plan to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.

  1. Mandatory QR code check-in (Victoria only)

  ​ In line with direction from the Victorian Government, you’ll be required to check-in using a QR code on the Service Victoria app. Our stores will have signage displayed at the shop front. Regional store requirements: Customers are required to show ID before entering the store in accordance with government directives. 

  2. Mandatory face coverings in-store (Victoria only)
  Wearing a fitted face mask is mandatory in all indoor settings, including when shopping in-store. 

  3. Introduce a limit to the number of customers in-store at any given time

  Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.

  4. Maintain 1.5 metres apart from each other where possible

  Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.

  5. Use EFTPOS/Paywave/Tap n Go services available

  We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

  6. Use sanitisation station upon entering the store

  A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.

  7. Regular cleaning routines throughout the entire store

  We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.

  8. Remove and put on your own footwear

  Our team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.

  9. Training for team members on social distancing and additional hygiene measures

  All of our team members will be required to complete a training course.

  Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.

  We hope to see you in-store or online soon.

  Skechers.
  

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• Can I cancel my order?

  During working hours, please get in touch with a Skechers Expert via Live Chat or call on 1800 875 275 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

  If outside of working hours, please lodge an enquiry via Email. 

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

  However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

  Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.

   

   

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• What is your latest Returns Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.

  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 
  
  

  3 Simple Conditions For A Successful Return
  

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in 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 packaging or shoebox in their original condition

  
  Shoes must be returned in their original, undamaged shoebox. Returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside-out plastic shopping bag to protect the shoebox during transit. *

  Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund. Please note that we cannot facilitate Paypal refunds in store. 
  

  *We reserve the right to reject any returns that do not meet these requirements.

  RETURN OPTIONS

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available	No refund available. Exchange available for size online	Refund available. No exchanges

  Online Conditions:

  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Skechers team member to assist you.
  • Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
  • Online purchases using Afterpay can be returned online or instore. 

  Cost of Returns

  The returns shipping fee is $10 paid for in the Returns Portal.

  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.

  Please note that we cannot facilitate Paypal refunds in store.

  All online returns must be lodged through our Returns Portal. Please note that all online returns must be dropped off at your local post office.

  We do not accept direct returns to the warehouse.

  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  Upon receipt, a returned item will be 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 allow an additional 1-2 business days for refund processing over sales periods and public holidays.

  Faulty Items

  Please read about our Faulty Assessment process here before submitting a request through our Returns Portal. 

  Third-Party & International Purchases

  Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Skechers 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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• I can't return my order because it's 'Processing'?

  We apologise -  we are experiencing a technical glitch that means orders get stuck in the "Processing" stage in our system despite being completed. 

  If you are experiencing problems with creating a return label because of this issue, please get in contact with our Skechers Experts and we'll be able to help you out.
  
  Please remember to include the below information when contacting our team as it helps to speed up the process:

  • Order confirmation
  • Item(s) you are wanting to return.
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• What is your Faulty Assessment process for online purchases?

  We're so sorry to hear that your item is faulty. 
  
  You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments! 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. 

  Alternatively, if you cannot make it o a store, you can lodge a faulty claim through our Returns Portal. Our Skechers Experts will review your claim. Follow the below steps to lodge a faulty claim request:

  Step 1: Head to our Returns Portal
  Step 2: Follow the steps and select your reason for return (faulty goods)
  Step 3: Provide a brief description of the fault and upload three photos (tops, soles and the fault)
  Step 3: Hit submit. Our Skechers Experts will review your claim
  Step 4: If approved, you'll be sent a follow up email with further details
  
  *If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
  
   *If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

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

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• How do I book a return?

  Please view our Online Returns Policy before booking a return.

   

  Online Return Instructions

  1. Ensure your return meets our Returns Policy requirements
  2. Log in to My Account to create your return. If you checked out as a guest, use our guest returns form here
  3. 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
  4. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
  5. Ensure your details are correct before clicking ‘next’
  6. Proceed to pay for your return postage via credit card
  7. Click 'pay now' and your prepaid return postage label will be emailed to you
  8. 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)
  9. Don’t have a printer? No worries. Click here  to find your closest Post Office that offers printing services
  10. 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 Skechers Experts. 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 sent from 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

  Returns shipping costs $10, which is paid for in the Returns Portal. 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. Please note that we cannot facilitate Paypal refunds in store. See our Online Returns Policy for more information.
  
  

  What's next?

  Please allow time for your return to reach our warehouse. This time may vary depending on your location. Please keep your Australia Post return tracking number so you can track its journey to our warehouse.

  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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