FREQUENTLY ASKED QUESTIONS

• Regional Australia Fires Delivery Disruption

  Due to ongoing bushfire activity, Australia Post and TOLL operations have been impacted in a number of locations in NSW and QLD.
  
  The situation is currently being monitored closely and will provide updates as information is made available.

  Impacted areas:
  
  QLD

  Deliveries have been impacted in the following postcodes:

  • 4703
  • 4565

  NSW

  There will be no deliveries to residents in Taree until further notice.

  Deliveries have been impacted in the following postcodes:

  • 2430
  • 2429
  • 2424
  • 2427
  • 2443
  • 2446
  • 2428

  For further information, please click here.

  We sincerely apologise for the inconvenience but safety is our main priority.

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• PLEASE NOTE:

  Orders to certain regions of QLD and NSW will be severely delayed due to the ongoing bushfires.

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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.

  Haven't received your order confirmation?

  Once your order is placed, you will receive your order confirmation to the email address that was used during check out. 

  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?

  For Express Delivery orders, you will receive an automated notification (via email or SMS) from our delivery partner StarTrack within 24 hours of your order being dispatched.  

  If you have an account with us, you will be able to view the status of your order online when you log into your account.

  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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• Returns Policy

  Things not quite right? All good! We know that sometimes an item may not fit or be right.

  If you're not 100% satisfied with your purchase, you can return your item(s) within 30 days of placing your order if you meet the below return conditions.
  
  Please note that all PayPal transactions must be returned Online should you want a refund. You can read more about our PayPal policy here.

  *Please note, Gift Cards are non-refundable.

   

  	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

   

  
  

  RETURNED WITHIN 30 DAYS OF PURCHASE

  Item(s) were purchased in the last 30 days and proof of purchase can be provided.

  
  

  ITEM(S) ARE UNWORN & UNDAMAGED

  Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached

  
  

  IN ORIGINAL PACKAGING AND CONDITION

  Item(s) must be returned in the condition they were dispatched in. Returns cannot be sent with the shoebox taped up, written on or exposed. 

   

  Please note 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 online and you will be provided with a full refund, unfortunately, we can not facilitate exchanges when your order is returned to us in this manner.

   
  REFUNDS

  Refunds will be processed via your original payment method;

  • Credit card refunds will be visible within 1-5 business days depending on your financial institution
  • PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
  • Afterpay refunds will be processed in your Afterpay account 1-2 business days after we receive your returned item
    
    

    Online conditions:

    • Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
    • 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. 
    • Gift cards are non-refundable

    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.
    • Gift cards are non-refundable

   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.

  We offer two services when booking your return online;

  • Courier pick-up – Cost varies depending on your pickup location
  • Australian Post drop-offs – We recommend using their track and trace services
    
    

  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.

   

   

   

   

   

   

   

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• How do I book a return?

  You can return any item to us in-store, just be sure to meet the conditions below and bring your proof of purchase. Please note that we are unable to facilitate PayPal returns in-store. You can find out more information here.
  
  

  RETURNED WITHIN 30 DAYS OF PURCHASE

  Item(s) were purchased in the last 30 days and proof of purchase can be provided.

  
  

  ITEM(S) ARE UNWORN & UNDAMAGED

  Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached

  
  

  IN ORIGINAL PACKAGING AND CONDITION

  Item(s) must be returned in the condition they were dispatched in.
  
  

  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.  Pop in your order number and the email address used for placing the order. Click 'continue'.
  4. Click on the returns tab and scroll down to the bottom and select 'return'.
     
  5. Select your preferred returns method; Courier Pickup or Australia Post Drop Off.
  6. Complete and submit the form online.
  7. 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.
  8. Items are in their original condition and original shoe box or packaging (please note: packaging must not be damaged or marked)
  9. Pack your return in another carton or satchel to protect the original packaging
  10. Drop the parcel off or have it picked up - depending on which method you choose.
      
      *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 fulfillment centre. This time may vary depending on your location.

  If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.

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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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• Which payment methods are accepted?

  Our online store accepts Mastercard, VISA, American Express, Paypal and Afterpay. 

  Unfortunately, we can not accept payment from cards issued overseas. 

  Your account will be debited at the time of order and the transaction will appear on your statement. 

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