FREQUENTLY ASKED QUESTIONS

• In-store COVID Safe Plan

  COVID SAFE PLAN

  We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.

  1. Entry only allowed for fully vaccinated customers with an approved COVID-19 vaccine (NSW & VIC only at this stage)

  Persons aged 16 years and over will only be permitted to enter our stores if they are fully vaccinated or have a medical exemption. You will be required to show proof of COVID-19 vaccination upon entry. There are several options to access and show proof of COVID-19 vaccination, including:

  •  COVID-19 Digital Certificate: this can be accessed through the Express Medicare mobile app or Medicare online account through myGov. The COVID-19 digital certificate can be added to a smartphone wallet or similar for ease of access
  • A printed version of the COVID-19 digital certificate or immunisation history statement (also available through myGov)
  • COVID-19 digital certificates can also be added to a Service NSW/VIC app and shared as part of a QR check-in. Visit nsw.gov.au or vic.gov.au for detail.

  For people without a Medicare Card:

  • Call the Australian Immunisation Register on 1800 653 809 and ask for an immunisation history statement to be posted. It can take up to 14 days to arrive
  • Add a COVID-19 digital certificate to a smartphone wallet or similar using the Individual Healthcare Identifiers service (IHI service) through myGov
  • An immunisation history statement can be accessed from My Health Record. Visit Services Australia for instructions.

  For people without a smartphone or online access:
  A COVID-19 digital certificate or immunisation history statement can be accessed via myGov to download and print. Alternatively, call the Australian Immunisation Register to request a copy in the post.

  
  For people with a medical exemption:
  If you have a medical reason for not receiving the COVID-19 vaccination, speak to your medical practitioner about getting your medical contraindication added to your immunisation history.
  
  You can read more about the vaccination policy at the NSW Government website here.
  You can read more about the vaccination policy at the VIC Government website here.
  
  Penalties may apply for making or presenting a fake form of proof of vaccination. We also reserve the right to refuse entry for those who don’t follow government guidelines.

  2. 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).
  3. 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).
  4. Click & Collect 
  We offer Click & Collect to help you minimize your contact in-store. 
  VIC Update: This service is only available to fully vaccinated customers. Read more about it here.

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

  State	Click & Collect Service
  NSW	Click & Collect
  ACT	Click & Collect
  NT	Click & Collect
  QLD	Click & Collect
  SA	Click & Collect
  TAS	Click & Collect
  VIC	Click & Collect
  WA	Click & Collect

  5. 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.

  6. 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.

  7. 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.

  8. Use sanitisation station upon entering the store
  Hand sanitiser will be available for all customers upon entry.

  9. 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.

  10. 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.

  11. Training for team members on social distancing and additional hygiene measures
  All team members will be required to complete ongoing training courses.

  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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• Current Promotion - FAQ

  Black Friday Sale - Up to 60% Off Selected Styles.

  Offer starts 22nd of November 2021 and is available for a limited time only. 

  Start shopping here.

  • This offer is available online and in all Australian Platypus Shoes stores.
  • This offer applies to selected styles and colours, which can be found under the Sale category online and in-store. 
  • Prices are as marked. 
  • Offer is subject to availability and while stocks last.
  • Offer cannot be used in conjunction with other offers. 
  • Promotion may be extended or changed at Platypus Shoes's discretion.

  Black Friday Returns Information 

  All items purchased during our Black Friday Sale are eligible for a full refund and will have an extended 60 day return period provided that the item is in new condition, unworn, with tags attached and is in its original packaging. See our Returns & Exchanges Policy here. 

   

  Full terms and conditions here. 

   

   

   

   

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• What are the Kicksmas Delivery Time Frames?

  It’s that time of year, the most wonderful time of year!

  Kicksmas is the time to spoil your friends and fam (and yourself!) with some Platypus Shoes goodness.
  
  Here's how to make sure you receive your kicks in time for Kicksmas:

   

  Metro

  ACT, VIC, NSW, TAS, QLD, & SA: Order by 11:59 pm AEDT on Sunday the 19^th of December.

  WA: Order by 11:59 pm AEDT on Thursday the 16^th of December.

  NT: Order by 11:59 pm AEDT on Tuesday the 14^th of December.

  Rural

  ACT, VIC, NSW, TAS, QLD & SA: Order by 11:59 pm AEDT on Tuesday the 14^th of December.

  WA: Order by 11:59 pm AEDT on Monday the 13^th of December.

  NT: Order by 11:59 pm AEDT on Sunday the 12^th of December.

   

  Last-minute services:

  After hours Delivery Service: Order by 12 pm AEDT on Thursday the 23rd of December.

  4-Hour Delivery Service: Order by 12 pm AEDT on Friday the 24th of December.

  1 Hour Click & Collect: Order by 2 pm (local time) on the 24th of December.

   

  Please note: Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions), that are beyond the control of Platypus Shoes.

  From everyone at Platypus Shoes, happy holidays and we wish you a very successful new year.

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• How long does delivery take?

  Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.

  Just placed an order? Here's when to expect your delivery:

  DESTINATION	DELIVERY TIME	DELIVERY METHOD	COST
  Australian Metropolitan Areas	1-3 business days	FREE EXPRESS DELIVERY	$7
  Australian Rural Areas	4-7 business days	FREE EXPRESS DELIVERY	$7

  Only received part of your order?

  If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

  Important to note:
  1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

  2. Delivery services do not run on National or State Public Holidays.

  3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Platypus Shoes.
  

  4. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.

  Need help tracking your order? Click here.

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• Please note:

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

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

  Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.

  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.	Refund available. Exchange available for size only.	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 Platypus team member to assist you.
  • Online purchases using PayPal can be returned online or in-store.

  Cost of returns

  The returns shipping fee is $10 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 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 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

  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.

  Please read about our Faulty Assessment process here before submitting a request through our Returns Portal.

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• What is your latest Returns & Exchanges Policy for in-store purchases?

  Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.

  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 shoebox. 

  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 return 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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• How do I book a return?

  Please view our Online Return Policy before submitting a return.

  Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements on the off chance you need to return them.

  1. Log in to My Account to create your return. If you checked out as a guest, use our guest returns form here
  2. 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
  3. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
  4. Ensure your details are correct before clicking ‘next’
  5. Proceed to pay for your return postage via credit card
  6. Click 'pay now' and your prepaid return postage label will be emailed to you
  7. 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)
  8. Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services
  9. 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 Kicks Team. We'll advise the next steps.

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

  Shoes must be returned in their original, undamaged shoebox.

  All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  
  

  Cost of Returns

  Returns shipping is a flat fee of $10 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.

   

  What's next?

  Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.

  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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