FREQUENTLY ASKED QUESTIONS

• Please note:

  Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.

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• COVID-19 Information - Online & In-store

  ACT Update: Our stores are temporarily closed following Government directives. Click here for more information.

  VIC Update:

  • Our Metro stores are temporarily closed following Government directives.
  • Our Regional stores are open for trade with safety protocols in place to comply with Government directives. Our Ballarat, Geelong, Corio & Waurn Ponds stores will be closed following government directives, however, contactless Click & Collect will be available. Click here for more information.

  NSW Update:

  • Our Greater Sydney stores are temporarily closed following Government directives.
  • Our Regional stores in Wagga Wagga and Albury are open for trade with safety protocols in place. Click here for more information.

  Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

  Delivery

  We're still delivering! We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.

  Returns & Exchanges

  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 & exchanges policy remains, but we won't count the days those stores are closed. 

  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

  Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au).

  2. Mandatory face coverings in-store 

  Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).

  3. Click & Collect 

  We offer Click & Collect to help you minimize your contact in-store. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

  Please see below for your state's Click & Collect service: 

  State	Click & Collect Service
  NSW	Contactless Click & Collect*
  ACT	Not Available
  NT	Click & Collect
  QLD	Click & Collect
  SA	Click & Collect
  TAS	Click & Collect
  VIC	Metro: Contactless Click & Collect* Regional: Standard Click & Collect
  WA	Click & Collect

  *Please note, there are radius restrictions in place for certain states. Please check for your nearest store before placing a Click & Collect order.

  4. 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.

  5. 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.

  6. 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.

  7. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  8. 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.

  9. 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.

  10. 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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• Why didn't I receive all of my items?

  Only received part of your order?
  We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
  
  How does it work? If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times.
  
  Click here for ways to track your order.

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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 & Exchanges Policy for in-store purchases?

  This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

  Updated as of 25/08/21: 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:

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition. Shoes must be returned in their original, undamaged shoe box. 

  In-store conditions
  
  In-store purchases cannot be returned or refunded to the online store at this point in time.

  Exchanges & store credit

  In-store purchases that are eligible for exchange and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

  Credit notes are valid for 12 months. Credit notes must be presented at time of redemption.

  Faulty items

  We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

  Please click here for more information on in-store faulty assessments.

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• What is your latest Returns & Exchanges Policy for online purchases?

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

  Updated as of 25/08/21:  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. *

  *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

   

  Exchanges

  All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

  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 in-store. 

  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.

   

  How is the refund processed? 

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *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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• How do I book a return?

  Please view our Online Returns Policy before booking 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

  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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