FREQUENTLY ASKED QUESTIONS

• Regional Australia Fires Delivery Disruption

  Australia Post is working to reinstate deliveries in areas impacted by bushfires and smoke haze.
  
  We will continue to monitor the situation closely and will provide updates as information is made available.
  
  For further information, please click here.

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• Delivery Information

  We aim to deliver your order within 2-5 business days almost anywhere in Australia.
  
  Orders placed after 2 pm AEST or on weekends, will be processed the next business day.

  The delivery times below are estimates and can vary depending on your location. 

  DESTINATION	DELIVERY TIME	ORDER OVER $130	ORDER UNDER $130
  Australian Metropolitan Areas	1-3 business days	FREE EXPRESS DELIVERY	$10
  Australian Rural Areas	4-7 business days	FREE EXPRESS DELIVERY	$10

  
  We send regular tracking emails to keep you updated throughout your purchase journey.

   

  Have an account?

  Log in to My Account > My orders> Track.

  It's that easy to keep up with your order!
  
  Checked out as a guest?
  
  Head over to our Tracking Portal and pop in your order number (find this in your order confirmation email) to follow your Platypus order!

  Only received part of your order?

  We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
  
  If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down.

   P.S Don’t forget to check your spam!

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• How do I track my order?

  We send regular tracking emails to keep you updated throughout your purchase journey. You'll receive an automated notification directly from StarTrack after your order is dispatched.
  
  Have an account?

  Log in to My Account > My orders> Track.

  It's that easy to keep up with your order!
  
  Checked out as a guest?
  
  Head over to our Tracking Portal and pop in your order number (find this in your order confirmation email) to follow your Platypus order!

  Only received part of your order?

  We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
  
  If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down.

   P.S Don’t forget to check your spam!

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• Can I change or cancel my order?

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

  We are unable to make any changes to your order and we only have a small time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team here and they will do their best.

  While we will make every attempt to accommodate to your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.

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• I am missing part of my order?

  Only received part of your order? We really don't want you to miss out on anything that you have ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order.
  
  Rest assured, in the case that your order is dispatched from more than one warehouse, you will, of course, receive corresponding tracking numbers. 

  Having difficulties? If you haven't received your order by the estimated delivery date, contact our Customer Experience team here and they'll help you track it down.

   

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• I have received the wrong order?

  Sometimes we make mistakes, we apologise if you have not received what you ordered!

  Please contact our Customer Experience team to organise a solution.
  
  *You will be asked to provide proof of purchase as well as some photographs of what you received.

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• What is your returns policy?

  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. 
  
  

  	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 only.	Refund available. No exchanges

  
   3 simple conditions for a successful return:

  

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

  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. 

  You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.

  Refunds
  
  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 note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

  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 Platypus team member to assist you.
  • Online purchases using PayPal can only be returned to the online store.
  • Online purchases using Afterpay can be returned online or instore. 

  In-store conditions:

  • In-store purchases cannot be returned or refunded to the online store at this point in time.
  • If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.

  Exchanges & store credit

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

  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.

  Faulty items

  Returns will be accepted on any faulty item(s) returned to any Platypus store within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our Customer Experience team straight away with as many details as possible about the order.*

   *Please do not send back any faulty items without contacting us first.

   

   

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• How do I book a return?

  If you would like to avoid postage fees, you are welcome to head into your local store and return the item in person, as long as you meet the below return conditions. Please note that we are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.
  
  3 simple conditions for a successful return:
  
  

  To return to our online store:
  1. Ensure you meet our 3 simple conditions for successful returns.
  2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.
  3. Select the item(s) that you wish to return. 
  4. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
  5. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
  6. Pack your return in another carton or satchel to protect the original packaging.
  7. Visit your nearest Post Office to pay for and drop off the parcel.
     
     *Please note We reserve the right to reject any returns that do not meet these requirements.

  WHATS NEXT?

  Please allow time for your return to reach our warehouse. This time may vary depending on your location.

  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.

  Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

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• How do I use a HIM, HER, BDAY card?

  If you have any of the below gift cards, they can be used in any of our Platypus stores Australia wide.
  
  

   

   

  How does it work?

  These gift cards are used as a prepaid gift card. They can be scanned at the EFTPOS machine and a PIN number is entered to complete the purchase.

  Can I use it for In-store?
  
  Yes! Simply present the card at one of our stores and swipe at the EFTPOS terminal. Select "Savings" and enter the PIN on the back of the card and you're good to go!

  
  Where can I buy these?

  You can purchase the gift card online here or at any participating Woolworths Supermarket.

  These gift cards are not redeemable for cash.
  
  How can I track the balance?

  You can the balance and expiry of the gift card here.

  For full terms and conditions or FAQs, please find them on their website here.
  
  

  If you are experiencing issues with your card, you can contact THE CARD NETWORK on 1300 375 346 during business hours or send an email to info@thecardnetwork.com.au

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