FREQUENTLY ASKED QUESTIONS
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I think I’ve been overcharged on my order?
We're currently working to resolve a known technical glitch that resulted in overcharges.
We’re sorry to hear that you’re experiencing issues with your payment and may have been overcharged.
This is likely due to a technical glitch. We do our best to ensure that this doesn't happen!
If you believe that you may have been overcharged, please get in contact with the Customer Experience team below and provide your order details and a screenshot of the overcharge.
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Important updates on our Melbourne Metro stores
With Victoria entering Stage 4 lockdown measures, our metro Melbourne stores will be closing temporarily, effective from Tuesday the 4th of August 2020.
Our regional stores operating under Stage 3 restrictions will remain open:
- Platypus Albury
- Platypus Ballarat
- Platypus Bendigo
- Platypus Geelong
Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online.
Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders.
Important changes to take note of:
SHOPPINGOur online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 1800 820 851 and press 1.
DELIVERY
Our priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delivery delays of an additional 2-4 business days on top of our standard delivery times. For regular delivery updates, check out our article here.
RETURNS
Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! We’ll be monitoring the situation closely and adjusting our Returns Policy accordingly.
Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period.
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Our stores are open!
Update: Our metro Melbourne stores are temporarily closed in line with Government directives. More info here.
Our teams are implementing stricter hygiene measures in-store with a strong focus on sanitisation in response to recent community lockdowns.
To our valued customers,
As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the Australian Government.
During this time, we have seen an increased demand for footwear for essential workers. We are also seeing strong demand for active footwear and apparel as more people are taking part in physical activities.We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives.
For a full list of stores currently open for trade, please click here.
Hygiene and social distancing measures
To help make them safer, we’ve introduced several measures 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.
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.
Maintain 1.5 metres apart from each other where possibleSocial 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.
Use EFTPOS/Paywave/Tap n Go services availableWe strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the storeA team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
Regular cleaning routines throughout the entire storeWe apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwearOur 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.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course before returning to work.
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!Team Platypus Shoes.
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Delivery Information
Please note: Due to recent disruptions in flight schedules, please allow an additional 2-4 business days on top of our standard delivery times below.
DESTINATION
DELIVERY TIME
ORDER OVER $130
ORDER UNDER $130
Australian Metropolitan Areas
1-3 business days
FREE
$10
Australian Rural Areas
4-7 business days
FREE
$10
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 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? Say if your order has been split into two parts, if one item is dispatched, 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 remember, it's being fulfilled from separate warehouses which means different dispatch times!Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.
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What is your latest online returns policy?
From the 4th August 2020, our returns policy has been extended to 60 days.
We want you to be completely satisfied with our products and we will gladly accept returns within 60 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
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 here.Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
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 returnRETURNED WITHIN 60 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 60 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
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.
Refunds
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your Australia Post return tracking number so 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 note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.Online conditions:
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Introducing Platypus Kicks Team
Can't make it to store? Our Kicks team is here!
Our Kicks team know all there is when it comes to kicks and will help you make the perfect picks.
So how this works... You jump online and get all the perks, just like you were in-store on the shop floor!
You can chat with Our Kicks Team through the little icon at the bottom of your screen. You can chat with them through live chat and you will be to receive pictures and videos or via a phone call!Keen to find out more? You can check it out here!
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