Delivery

Our delivery options, timeframes and costs are as below:

IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays). 

*Please note that 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.

4-Hour Delivery:
4-Hour Delivery is only available in Sydney, Melbourne, Brisbane and Adelaide metropolitan areas and is dependent on immediate stock availability in these areas. Orders must be placed between 7am-2pm Monday-Friday to be eligible for 4-Hour Delivery. For our full Terms & Conditions, please see here.

Next Day Delivery:
Next Day Delivery is only available in Sydney, Melbourne, Brisbane and Adelaide metropolitan areas and is dependent on immediate stock availability in these areas. Orders must be placed between 2pm-11:59pm Monday-Friday and will be delivered the next business day.

Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.

Authority to Leave:
When you place your order, you will have the option to give Authority to Leave. This means that if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. If you do not provide Authority to Leave, your delivery will be redirected to your local post office if nobody is home to accept it. For further information, please see here.

The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.

Extended Holiday Returns Policy:

All in-store and online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.

Orders made beyond this timeframe will follow our regular 30-day return policy. 

Order Cut-Off Dates:

*Please Note: All times listed are in Local Time

Express Delivery:

4-Hour Delivery: Please see here for further information on 4-Hour Delivery.

1-Hour Click & Collect: Please see here for further information on Click & Collect. 

*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of Platypus Shoes.

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

Unfortunately, any online or in-store orders cannot be delivered to our stores for collection. 

If you do place an order, and list one of our stores as the delivery address, you run the risk of your order not being successfully delivered, returned to sender, or lost. 

To place an order and pick up in-store, you can place a Click & Collect order with us!

Please see all of our delivery options here.

You can track your order through StarTrack by entering your tracking number here.

Once your order has left our warehouse, 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 courier's website.

Your order number will be in the subject line of your confirmation email and will begin with #PLATAU. 

When entering your order number into our returns portal, make sure to leave out the #, or your order number will not be recognised!

Authority to leave (ATL) is selected by default at the checkout, so you don't need to be home to accept your parcel.

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. 

Shop online and pick up your order in-store within 1 hour. Simply select Click & Collect at the checkout!

How much does Click & Collect cost? 
Our 1hr Click & Collect is 100% free of charge and is available at all Platypus stores. There is no minimum purchase on Click & Collect orders.

How to place a Click & Collect order

1. Add your product(s) to the cart
2. Proceed to the checkout and select the "Click & Collect" tab 
3. Enter your post code. Nearby stores with the item available will be listed - Select your preferred store. 
4. Proceed through checkout and place your order
5. You'll receive an order confirmation and then another email when your order is ready for collection

*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 do I need to pick up my Click & Collect order? 

Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you). If you need to nominate someone other than yourself to collect the order, please let our Kicks Team know below. The nominee will also be required to show a form of I.D.

Our Kicks Team prioritise your Click & Collect orders to have them ready for pickup within 1 hour! 

You're able to collect your order once you've received the ready-for-collection email. On collection, we'll ask to see your order confirmation and photo ID (so we know it's you). 

Good to know: If you need to nominate someone other than yourself to collect the order, let our Kicks Team know beforehand by getting in touch below! The nominee will also need to show a form of ID on collection. 

Running late or forgot to pick up your Click & Collect order? No issues here. We'll hold onto your order for up to 21 days before offering a refund.

Our Kicks Team may be able to cancel your Click & Collect order once it has been placed.

Simply get in touch below and provide us with your order number (starting with PLATAU). We'll provide you with the next steps.

No results when you enter your postcode for Click & Collect? Only local Platypus Shoes stores that have your item in stock will appear available for Click & Collect.

If Click & Collect is unavailable at your local store, we recommend having your item delivered! View our Delivery Timeframes here. 

Need your order today? Introducing 4-Hour Delivery.

4-Hour Delivery is available in selected areas if you place your order between 7:00 am to 2:00 pm between Monday to Friday for just $23.00! We will aim to deliver your order within 4 hours of placing your order.

Delivery Time: Order between 7:00 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.

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. 

4-Hour Delivery is only available in selected metro areas and is dependent on your local store having stock available.

If your suburb is not eligible for 4-Hour Delivery or your local store does not have stock, you will not be able to select 4-Hour Delivery at checkout.

Not to worry - our Express Delivery service will have your order to you in 1-2 business days for metro Australia, and 2-3 business days for regional Australia! See here for further information on our delivery timeframes.

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. 

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 2pm 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.

Unfortunately, we're unable to cancel an order once it's placed. 

Once you receive your item(s), you can return them in accordance with our Returns Policy. 

Our team work quickly to get orders picked, packed and out the door to you - so we can't guarantee that we'll be able to update your delivery address. 

If you have just placed your order, or you have not received a tracking number:

Please contact our Kicks Team here.

There is a short window of time before it's ready to be shipped that we may be able to update the address for you. 

If you have been sent a tracking number:

We are unable to update a delivery address once an order has been packed.

Please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. There is a small window in which they may be able to update your address. Any address updates successfully completed 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. 

Once you receive your item(s), you can return them in accordance with our Returns Policy and place a new online order for the correct product. Please see HERE for instructions on returning your order. 

Should you wish to cancel your Click & Collect order, get in touch with our Kicks Team below and provide us with your order number (starts with PLATAU). 

We apologise if we have sent you an extra item that you did not order.

We appreciate your honesty in this situation, if you wish to return this to us, you can return at your nearest Platypus Shoes store or you can reach out to our Kicks Team to help out here.

If it's too inconvenient for you to return to us, we completely understand and we won’t ask you to go out of your way to fix an error we created. 

If your order has been listed as "Complete" or "Delivered" but you have not received it, please check the below steps to track where your order might be:

• Your order may have been delivered to a nearby Post Office for collection if it was unable to be left at your address. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. You can enter your tracking number and check the most recent updates here.
  
  
• Your order may have been left at your provided address if Authority To Leave was selected at checkout. Please double-check to see that your parcel has not been left at the front or around your property. 

If you still cannot find any information on the location of your order, please reach out to our Kicks Team below. 

If you have received your order, and you have 2 different shoes that do not match, please see the options below to have this resolved:

• Please visit your nearest Platypus store, and our team can have your shoes exchanged to the correct pair, or refunded for you. You can find your nearest Platypus store here.
  
  
• If you cannot make it in-store, you can organise your return online through our returns portal here.

You can reach out to our Kicks Team below for more assistance, but please note we are unable to facilitate direct exchanges or replacements online. 

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. 

If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.

Here's how to locate the info on your split delivery:

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. Your order numbers will look like this:
   
   

PlatAu123456789_1

PlatAu123456789_2

1. No emails? Get in touch with our Kicks Team below and we'll locate the rest of your order and provide you with a shipping update. 

.

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

Reach out to our Kicks Team below, and we'll gladly assist. 

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 fulfil 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. 

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.