Order Issue

Unfortunately, we do not offer a specific warranty on our products.

We review faulty, soiled or damaged items on a case-by-case basis.

If you believe an item you have purchased from Skechers Australia is faulty, please follow the steps listed in our faulty policy below.

Important to note: If you have purchased through a third-party stockist and not directly through https://www.skechers.com.au/ or a Skechers Australia store, unfortunately, we will not be able to assist you with a faulty claim as we will require, for any assessment, exchange or return, an official Skechers Australia 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. 

If you have received your order, and you have 2 different shoes that do not match, please see the options below to have this resolved:

• Please visit your nearest Skechers store, and our team can have your shoes exchanged to the correct pair, or refunded for you. You can find your nearest Skechers store here.
  
  
• If you cannot make it in-store, you can organise your return online through our returns portal here.

In some cases, we may not have been able to fulfil your order due to a lack of stock available.

If this happens, you'll receive a notification email and a full refund for that product. We apologise for any inconvenience or disappointment caused. Our Skechers Experts are available here if you have any questions or concerns. 

We're sorry that your order is missing an item! If you've ordered more than one item, we often send items separately from different warehouses, so they may arrive at separate times.

We recommend the following: 

1. Check your emails to see if you've received any additional tracking numbers. Each item will have a unique tracking number if your order has been split. Your order numbers will look like this:
   
   

SkxAu123456789_1

SkxAu123456789_2

No emails? Get in touch with our Skechers Experts here.

If you haven't yet received a tracking number, it just means we're still processing or packing your order.

You'll receive an email with your tracking number once your order has left our warehouse.

Please allow 1-3 business days for orders to be dispatched. If it has been longer than 3 days, please reach out to our Skechers Experts here and we'll be happy to assist. 

We apologise if you haven't received what you ordered or your item has arrived damaged. Please follow the below steps so our Skechers Experts can assist you. 

1. If you have an online account, log in to start a Return
   If you checked out as a guest, use our guest Returns Portal here
   
   
2. Follow the steps and select 'dispatch error' as your reason for return
   
   
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received)
   
   
4. Hit submit. Our Skechers Experts will review your claim
   
   
5. If approved, you'll be sent a follow-up email with further details

If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse. 

Some possible reasons why your order was unable to be delivered:

• Your delivery address was incomplete or incorrect
• No-one was present to receive the parcel
• The delivery was rejected 

Once your parcel has been returned to sender, unfortunately we cannot send the parcel back out to you.

We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order for them to be delivered to a location where they can be signed for such as your place of work.

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and leave a card for you to collect.

We apologise for any inconvenience this may have caused, however, we don’t want your parcel to end up in the wrong hands. StarTrack and Australia Post do have the authority to redirect your order to the Post Office if they believe it is unsafe to leave your parcel unattended. 

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact StarTrack directly on 13 23 45.

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. Due to this, your items will be delivered separately.