Delivery

SA & VIC Update: Following recent announcements on the easing of restrictions, our stores will effectively reopen on 28/07/21 with safety protocols in place to comply with all Government directives.

NSW Update: Our Greater Sydney stores are temporarily closed following Government directives. Click here for more information.

Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

Delivery

We're still delivering! We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.

Returns & Exchanges

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 & exchanges policy remains, but we won't count the days those stores are closed. 

Please see below for our COVID-safe plan.
To find your closest store, see our Store Locator.

HYGIENE & SOCIAL DISTANCING MEASURES

To help make our stores safer, we’ve introduced a COVID-safe plan 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.

1. 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).
2. 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).

3. Click & Collect 

We offer Click & Collect to help you minimize your contact in-store. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

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

*Please note, there are radius restrictions in place for some states. Please check for your nearest store before placing a Click & Collect order.

4. 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.

5. 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.

6. 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.

7. Use sanitisation station upon entering the store

Hand sanitiser will be available for all customers upon entry.

8. 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.

9. 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.

10. Training for team members on social distancing and additional hygiene measures

All of our team members will be required to complete a training course.

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.

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

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:

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. Please refer to Australia Post for more information.

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. Australia Post 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.

Need your order right away? 

Placing an order with our 4 Hour delivery service before 2 pm on a business day will have your order to you on the same day. 

Please view full 4 Hour Delivery Ts & Cs here. 

Alternatively, if you place a Click & Collect order it will be ready for pick up in 1 hour. 

Please see here for more information on Click & Collect.

If you live in a metropolitan area, our express delivery options will have your order to you in 1 - 3 business days. See our Delivery Timeframes for more information. 

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

Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 

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. 

Express shipping is free for orders over $130! Any orders below $130 will incur a flat fee of $10.

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. You can check out our Delivery Time Frames to help you determine when your order will arrive.

Tracking Notification 

Your tracking number will be sent with the subject line "Your Platypus Order PLATAU000000 update".

Your tracking email will look like this:

Tracking your order:

1. You can log in to your Account and select the 'Track my Order' tab
2. Click on the Tracking link in your email notification or copy the Tracking Number in your email and track online at Australia Post.
3. Checked out as a guest? Head over to our tracking portal and simply pop in your order number (it'll start with PLATAU) to follow your Platypus Shoes order.
   
   Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

Only received part of your order?

We ship from multiple warehouses. You'll receive separate tracking emails and shipping times might be different.

All online orders will be dispatched with ‘Authority to Leave’ at the time of purchase. 

By ticking the box or selecting 'yes' at the checkout page on the website, you've selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.

You agree that the parcel is deemed 'delivered' when left at your premises.

Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to call.  

If you have enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.

Please note that Platypus Shoes will not be held liable for any stock loss, due to theft or negligence if an authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

Want it now? Platypus Shoes offers 1 Hour Click & Collect.

Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

Please wait until you’ve received this email before heading in-store to collect.

Ts & Cs 

1 Hour Click & Collect is only available where your purchase:

• is finalised on a day on which your nominated Platypus Shoes store is open for business;
• is finalised one (1) hour before your nominated Platypus Shoes store closes for that day 
• is available for Click & Collect 
• is not affected by an event outside the reasonable control of Platypus Shoes (including any impediment caused by the fraud analytic pre-screening process or government lockdowns)

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

It's easy! Simply browse the website and find the products you want, then follow the steps below:

• Select your size
• Select 'Click & Collect' then enter your postcode & search radius and click 'Check'.
• The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'.
• This will add the product to your cart, and you are free to browse and add other products to your cart.
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information.

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

Once your order is placed, our in-store team will be notified and they'll get busy preparing your order! Once it's ready we'll send you an email letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!).*

*When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

If you need to nominate someone other than yourself to collect the order, we require prior contact with our Kicks Team. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

Once you have successfully placed your order, wait for us to send you an email telling you your order is ready, then simply go to your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!) to grab your fresh kicks!*

When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect. Please note that the 1 hour timeframe may be delayed during lockdowns.

Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact to our Kicks Team. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Need to return something? You can simply return to your store of collection if you have changed your mind about your recent click and collect purchase.

Keep in mind, we can't refund PayPal orders in-store. Alternatively, you can return your Click & Collect order back to our online warehouse. 

You can find out more information regarding our Returns Policy here.

Can't make it to store and need to cancel your Click & Collect order? Please get in touch with our Kicks Team and provide them with the following information as this helps speed up the process:

- Order number (this can be found in your order confirmation)

Our Kicks Team will be able to get this sorted for you.

Click & Collect availability depends on location and stock availability. 

Click & Collect will only be an option if your local store(s) has the item you're after in stock. Unfortunately, this means that you cannot Click & Collect from any store. 

If Click & Collect is unavailable for you, we recommend having your item delivered. View our Delivery Timeframes here. 

Update: This service is currently unavailable for NSW.

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.

Update: This service is currently unavailable for NSW.

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. 

During working hours, please get in touch with the Kicks Team via Live Chat or call on 1800 820 851 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

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

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once an order has been placed, you cannot change the address under your account.

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please contact our Kicks Team through Live Chat or call them on 1800 820 851 and press option 2 once prompted. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If unable to do so, 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.

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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 are so sorry to hear that you've missed out on some laces!

If your shoes arrive without shoelaces, please reach out to our Kicks Team below to let us know what's going on. 

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? If your order has been split into two parts and one item is dispatched first, 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 it's being fulfilled from separate warehouses which means different dispatch times.

Click here for ways to track your order.

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 your reason for return (dispatch error)
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.

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

Click here for ways to track your order.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

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 would like to return your item, please ensure that you adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item in-store.

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.

Returning an item:

If you would like to return your item, please ensure that your items adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store.