Delivery

Just placed an order? All orders are shipped using Express StarTrack delivery!

* Delivery timeframes are estimates only, and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of Platypus Shoes. 

Ordered more than one item?
We may need to fulfil your order from multiple locations and therefore the items may arrive separately, even though you ordered it all together. If your order has been split, you will receive separate tracking details for each item once they are dispatched. 

Possible Delivery Delays

Due to COVID-19 and severe weather conditions, anticipate a possible delay of 2 - 4 business days on top of our standard delivery times. More information here. 

Need help tracking your order? Click here.

Once your order has been packed and picked up, you'll receive an email from our courier with a tracking number and a link to track its delivery. If you have not received an email with tracking details, it just means we're still packing your order and it's yet to be dispatched from our warehouse. 

We ship all orders using StarTrack Express. 

• If you have an account: Login to your account and select 'My Orders'. Select your order, click 'Shipments' and then 'Track this shipment'. 
  
  
• If you checked out as a guest: Enter your tracking number received via email into the StarTrack website here for delivery updates. 
  

Please note: It can take up to 48 hours for the tracking number to become available on the couriers website.

Express delivery: Our express delivery will have your order to you in a few days! Check out our delivery timeframes here.

4-Hour Delivery: 4-Hour Delivery is available in selected areas if you place your order between 9:00 am to 2:00 pm between Monday to Friday for just $20.00. We aim to deliver your order within 4 hours of placing your order. See more info and Ts&Cs here. 

What is Authority to Leave?

Authority to leave (ATL) is selected by default at the checkout. If this option is left checked, the courier will not require a signature for delivery and will leave the parcel in a safe place if no one is home. You agree that the parcel is deemed 'delivered' when left at your premises. 

What if I selected ATL and my parcel is stolen? 

Platypus Shoes will not be held liable for any stock loss, due to theft or negligence if Authority To Leave is selected at the time of checkout and proof of delivery has been provided from our courier.

I would like to sign for my order, how can I ensure this? 
If you would prefer to sign for the parcel, please deselect the option "I give permission to leave this item at the address listed above" at checkout. If no one is home at the time of delivery, the parcel will be taken to your local Post Office for collection. 

I've been notified that my order has been delivered, but I haven't received it!

• Check your tracking details. Your order may have been taken to your local Post Office. 
• Check the surroundings of your property/mailbox. The courier may leave your order in a partially obscured spot to keep it safely away from street view. 

If you have any enquiries relating to the whereabouts of your parcel, contact StarTrack directly on - 13 23 45 or get in touch with our Kicks Team below. 

You do not need to be home to accept your parcel as our orders are dispatched with Authority to Leave (ATL)* by default. 

If you are not at home when delivery is attempted, the courier driver will leave your parcel in a safe place.

If they deem it unsafe to leave your parcel unattended, they'll leave a collection card and you can collect your parcel from your local post office.  

*If you would prefer that your order is not dispatched with Authority to Leave, uncheck the option before placing your order. 

Click & Collect allows you to order online and then pick it up from your nominated Platypus Shoes store. Simply browse the website and find the products you want, then follow the steps below:

1. Select your preferred size.
2. Scroll down the product page and enter your postcode under 'Click & Collect' 
3. Nearby stores with the item available will be listed*
4. Select your preferred store and click 'Add to Cart'. Proceed through checkout to place your order. During checkout the delivery method should clearly state Click & Collect with your selected store. 

*Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

What's next? 

Our in-store team will prepare your order and notify you via email when it's ready for pickup. Once you place your Click & Collect, we'll aim to have it ready for same day collection. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you).

Good to know: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Kicks Team below. The nominee will also be required to show a form of I.D.

We'll aim to have your Click & Collect ready for same day collection.

You're able to collect your order once you've received the ready-for-collection email. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you). 

Good to know: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Kicks Team below. The nominee will also be required to show a form of I.D.

Had a change of mind about your Click & Collect order? You can return your item(s) to the store of collection or any Platypus Shoes store, provided our returns policy conditions are met. View our store locator here. 

Alternatively, you can return your order to our online warehouse. Follow our online return instructions here.

No results when you enter your postcode for Click & Collect?

• Only local stores which have your item in stock will appear available for Click & Collect.

If Click & Collect is unavailable at your local store you can get your item delivered instead! View our Delivery Timeframes here. 

Good to know:

• Due to demand, item(s) on sale tend to be limited in stock and therefore lowers the chance that your local store has it in stock and available for Click & Collect. 
• Called a store and they have the item in stock but the store is not appearing as an option for Click & Collect online? Our stores have thresholds in place - We recommend getting them delivered. 

Need your order today? Introducing 4-Hour Delivery.

4-Hour Delivery is available in selected areas if you place your order between 9:00 am to 2:00 pm between Monday to Friday for just $20.00! We will aim to deliver your order within 4 hours of placing your order.

Delivery Time: Order between 9:00 am to 2:00 pm between Monday to Friday for 4-Hour Delivery. Please allow 4-6 hours for delivery. 

Availability: 4-Hour Delivery available in metro cities of Sydney, Melbourne, Brisbane, Adelaide and subject to product availability in the local area.

Valid Addresses: 4-Hour Delivery cannot be delivered to PO Boxes or Parcel Lockers. 

Address Changes: We are unable to update or amend addresses. If you have provided the incorrect address, please contact our Kicks Team. They will cancel and refund the order to avoid it being delivered to the incorrect address.

Courier Partner: Platypus Shoes has partnered with Direct Couriers to provide this delivery service. 

Returned to Sender: If the courier does not deem it safe to leave your order unattended, or a PO Box or Parcel Locker has been provided, your order will be Returned to Sender. As orders cannot be re-dispatched, you will receive a refund onto your original payment method within 3 - 6 business days. 

For full Terms & Conditions please see here.

Delivery times are indicative only, and Platypus Shoes will not be liable for any failure to observe these delivery times.

Availability: 4-Hour Delivery available is in metro cities of Sydney, Melbourne, Brisbane, Adelaide and subject to product availability in the local area. This service is not available for Perth at this stage.

Terms and conditions:

1. Once your order is placed you will receive an order confirmation to the email provided during checkout.
2. All tracking information will be supplied directly from our courier partner (Direct Couriers).
3. Delivery will be made to one address only based on one postcode. If the postcode is changed during the checkout process, the delivery method may be subject to product availability of the new postcode. If 4-Hour Delivery is not available, Express Delivery will apply.
4. Delivery is to Residential or Business addresses and cannot be offered for PO BOX or Parcel Locker Locations.
5. Multiple delivery methods can be made on the one order during checkout, however, this will trigger multiple confirmation emails as your order will be required to be split into multiple parts.
6. From time to time we may need to dispatch your order from multiple locations. Please note you will not incur any additional delivery cost if your order is split and dispatched from multiple dispatching locations.
7. If your order is placed after 2 pm or on a non-business day (weekend or public holiday), your delivery window will be the next business day.
8. 4-Hour Delivery can occur between 9 am and 9 pm Monday to Friday (Excluding Public Holidays)
9. Delivery Times may vary according to distance, on Friday evenings, and during holiday periods. Please allow up to 4-6 hours for your order to arrive.
10. Our courier (Direct Couriers) may be completing multiple deliveries at one time, and this could affect the tracking journey.
11. If you have not received your order by 9 pm on the day it was placed and have not received any notification from our team or courier partner regarding this, please contact our Kicks Team. 
12. If you have provided an incorrect address or a PO Box/Parcel Locker, your order will be returned to sender. Once your order reaches our dispatching store, a refund will be issued within 3 -6 business days. 
13. Authority to Leave: Our couriers will use their discretion however if they feel it's unsafe to leave your order unattended, your item will be Returned to Sender and refunded. Your refund will reflect on your original payment within 3 - 6 business days. 
14. 4-Hour Delivery Orders cannot be re-dispatched if Returned to Sender.

The availability of this service may be impacted by lockdowns and any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Platypus Shoes.

Delivery times are indicative only, and Platypus Shoes will not be liable for any failure to observe these delivery times.

4-Hour Delivery is only available in selected metro areas. If the 4-Hour Delivery option is not available when you enter your postcode, this is a strong indicator that this service is not currently available in your area, or for this product.

Our Express Delivery service will have your order delivered to you within 1-3 business days.

As soon as your order has left the dispatch location, you'll receive SMS notifications from Direct Couriers during your 4-Hour Delivery journey.

1. Picked up: your order has been collected by the driver

2. On route: your order is nearby and will be delivered shortly

3. Delivered: success! Your order has arrived at the address provided. 

If your 4-Hour Delivery has not arrived within the given time frame or you miss the delivery, please get in touch with our Kicks Team here to let us know. 

We aim to have your order delivered within the provided delivery time. However, due to the possibility of delays or disruption in the courier network, this delivery timeline is indicative only. We can not guarantee that your order will arrive within the suggested delivery window. 

If we are unable to meet the estimated delivery times, we'll do our best to inform you of the delay. Orders that are unable to be fulfilled within the 4-Hour Delivery timeframe will be cancelled and refunded. Your refund will reflect in your account within 3 - 6 business days. 

Should you wish to cancel your order, please contact our Kicks Team as soon as possible, either via Live Chat, on 1800 820 851 or via email. We'll try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we can't always guarantee this. 

Important to note: We're unable to cancel orders that have been packed or shipped. Once you have received your item(s), you can return them in accordance with our Returns Policy.

Should you wish to cancel your order, get in touch with our Kicks Team, either via Live Chat or on 1800 820 851, and provide us with your order number (starts with PLATAU). 

If outside of working hours, please lodge an enquiry via Email. 

If you wish to update the delivery address on your order, please get in touch with our Kicks Team on Live Chat or on 1800 820 851 as soon as possible and we'll do our best to amend your order before it's posted. Please note, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If you're unable to get into contact with us, please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address.

Important to note: Any address updates done by StarTrack will add an additional business day for delivery on top of the standard delivery time.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

If you notice that you've made a mistake on your order, please contact our Kicks Team immediately, either via Live Chat or on 1800 820 851. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item. 

If outside of working hours, please lodge an enquiry via Email. 

Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our returns policy. 

We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps:

1. Log in to your Account to start a Return. If you checked out as a guest, use our Guest Returns Portal
2. Follow the steps and select this reason for return: dispatch error
3. Provide a brief description of the fault and upload three photos (tops, soles and the fault)
4. Hit submit. Our Kicks Team will review your claim
5. If approved, you'll be sent a follow-up email with further details.

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

We're so sorry to hear that your new kicks have arrived incomplete! 

If you're missing shoelaces please reach out to our Kicks Team below, we'll be happy to assist. 

We're sorry that your order is missing an item! If you've ordered more than one item, we often send items separately from different warehouses, so they may arrive at separate times. We recommend the following: 

1. Check your emails to see if you've received any additional tracking numbers. Each item will have a unique tracking number if your order has been split. 
   
   
2. No emails? Get in touch with our Kicks Team via Live Chat, on 1800 820 851 or via email and we'll locate your missing item(s). 

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The shoebox is part of the experience so we're sorry it's arrived in this condition.

Reach out to our Kicks Team through our Contact Us page below, and we'll gladly assist. 

If you haven't received what you ordered please follow the below steps so our Kicks Team can help you. 

1. Visit our Guest Returns Portal and enter your order number (starts with PLATAU) and email address. 
2. Follow the steps and select 'dispatch error' as your reason for return. 
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
4. Hit submit. Our Kicks Team will review your claim.
5. If approved, you'll be sent a follow-up email with further details. 

We aim to fulfil every order placed on our website, however, if your order has been cancelled this may be due to:  

• An oversell of the item.  
  If an influx of orders is received for an item at the same time, there is a small possibility that we cannot fulfill every order. If this happens, you will receive an email indicating that a particular item you ordered is out of stock and you will be refunded the amount you paid for the item(s). 

• An error in the listing of the item.  
  Although rare, if an item on our site is listed with an incorrect price or product description, your order may be cancelled.  
  
  
• Our system has flagged your order for security reasons. 
  If your order does not pass our security check or we have not received additional information or further verification requested from you, your order may be cancelled. This is to protect our customers, their personal information, and the protection of their funds.  

If you’re still unsure or have concerns regarding your order being cancelled, please get in touch with our Kicks Team below. 

Due to the impact of COVD-19, we're experiencing significant delivery delays. Click here for more information.

If your size isn't available in-store, our team can order your item from another store across Australia and have it delivered to your house. 

When placing an order in-store, please double-check that you provide your correct delivery address and contact details. 

Your item will be delivered within 1-3 business days. 

Returning an in-store order

If you wish to return an item you ordered in-store, please visit us in-store for a refund.
We are currently unable to facilitate an online return for an in-store order. When returning your item in-store please bring along proof of purchase and ensure that your item meets our Returns Policy conditions. 

Please note: If we are unable to fulfill your in-store order please visit us in-store to claim your refund. If you don't claim your refund within 60 days, we'll email another reminder. If your credit remains unclaimed after 90 days, it'll be issued in the form of a gift card. 

Due to the impact of COVD-19, we're experiencing significant delivery delays. Click here for more information.

Please note that shipping and handling times can take anywhere between 1-3 business days, as your order could be coming from any one of our National stores*. 

Your order confirmation will be sent to the email address that was entered upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details.

 *Please note that this option is only available within Australia at the moment.