FREQUENTLY ASKED QUESTIONS
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Please note:
For any orders placed over the Easter long weekend, please allow an additional 1-2 business days for delivery.
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A message to our Platypus community
Hey fam,
We hope you're all staying safe.
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 have reviewed the directive from the Australian Government regarding the closure of all non-essential services & in line with this advice, we've made the difficult decision to temporarily close all Platypus locations effective of 5 pm 27th of March 2020.
We'll miss seeing you in-store so much, but we're just letting you know that you can still shop with us online a www.platypusshoes.com.auAlso, don't forget to kick it with us on Instagram @platypus_sneakers.
Our Customer Experience team is also available & you can contact them below should you have any questions or concerns.
Please take care and be kind to one another.
Team Platypus.
We understand you may have questions, we’ll do our best to answer below:DELIVERY
Due to restrictions in the freight network, there may be further delays to your delivery. For regular delivery updates, check out our article here.
RETURNS
Can I return my in-store purchase online? Are your shoes not quite right or a bit tight?
We’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens. If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
CUSTOMER EXPERIENCE TEAMOur Customer Experience team are still here to have a chat about all things sneakers... or if you just need a friend.
They're practising social distancing in the comfort of their PJs at home. Operating hours are from 9 am - 5 pm (AEST) Monday to Friday. Note there may be 1-3 delay in responding to your emails.
We’re all in this together.
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Our number one priority is safety - for our customer, our teams and our community. -
Updates to Domestic Delivery Procedures
Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.
To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:- If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
- Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
- Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.
If you have any questions, feel free to reach out to our Customer Experience team below.
For any further updates, please visit the Australia Post website for more information.
READ FULL ARTICLE - If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
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Delivery Information
For any orders placed over the Easter long weekend, please allow an additional 1-2 business days for delivery on top of the standard delivery times.
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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Changes to our Customer Experience Operating Hours
Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.
We're operating from Monday to Friday from 9 am to 5 pm and we're here to help with your order, sizing questions and product recommendations as always!
We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.READ FULL ARTICLE -
Promotions
20-40% off selected brands: Offer valid from 09.04.20 to 13.04.20.
Start shopping here.Important to note:
- Some brands are excluded.
- Prices as marked. Whilst stocks last.
- This offer cannot be used in conjunction with any other promotional code on site.
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What is your latest in-store returns policy?
Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a store when trade reopens.
If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
We want you to be completely satisfied with our products and we will gladly accept returns within 90 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 90 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.
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 90 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.
Faulty itemsWe 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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What is your latest online returns policy?
Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens. If we're closed for longer than intended, don't worry! When our doors reopen, we'll process your return as normal.
We want you to be completely satisfied with our products and we will gladly accept returns within 90 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. 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.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 90 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 90 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.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.
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:
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