Delivery

Update: Our metro Melbourne stores are set to open as soon as the Victorian Government eases retail restrictions. Check back here for the latest updates.

With Victoria entering Stage 4 lockdown measures, our metro Melbourne stores will be closing temporarily, effective from Tuesday the 4th of August 2020.

Our regional stores operating under Stage 3 restrictions will remain open:

• Platypus Albury 
• Platypus Ballarat 
• Platypus Bendigo 
• Platypus Geelong 

Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online. 

Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. 

Important changes to take note of:

SHOPPING 

Our online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 1800 820 851 and press 1. 

CLICK & COLLECT

Metro Melbourne, you can now pick up your order via our Contactless Click & Collect Service. Once you’ve received your “Pick Up” email, head to the store between operating hours (10 am - 4 pm Monday to Friday, 9 am - 1 pm Saturday) to pick up your order, contact-free.

DELIVERY

Our priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delivery delays. For regular delivery updates, check out our article here.

RETURNS

Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.

Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period. 

Update: Our metro Melbourne stores are set to open as soon as the Victorian Government eases retail restrictions. Check back here for the latest updates.

For a full list of stores currently open for trade, please click here.

Hygiene and social distancing measures

To help make our stores safer, we’ve introduced several measures 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.

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.

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.

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.

Use sanitisation station upon entering the store

A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.

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.

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.

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.

Please note: Due to recent disruptions in flight schedules in Melbourne, you may experience delays of up to 1-2 business days on top of the normal delivery frames outlined below.

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

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 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? Say if your order has been split into two parts, if one item is dispatched, 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 remember, it's being fulfilled from separate warehouses which means different dispatch times!

Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.

Please see below for our delivery times and shipping fees.

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.

If you haven't received your order by the estimated delivery date, contact the Customer Experience team below and we'll help track it down.

P.S Don’t forget to check your spam.

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.

If you're in-store and cannot find the size or style you want, our friendly team are here to help you.

All you have to do is talk to the store staff, and they will arrange for you to purchase straight away, and then have the item/s sent directly to your home address. Easy.

Please note that shipping and handling times can take anywhere between 4-7 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 in 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 for which you can find here.

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.

Yes! We deliver to any address in Australia.

Please ensure you double-check that you have entered the correct address upon checking out.

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 Customer Experience 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.

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, Standard 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 Customer Experience 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.

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 Standard 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 Customer Experience 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. 

Please note that this is only available for Victorian customers in select areas. 

Parcel Concierge is a FREE Click & Collect service Platypus Shoes is trialling in certain locations in Melbourne with Vicinity Centres.

Parcel Concierge allows our customers who are eligible for the service to order online and pick up their order from a drive-through location at the shopping centre! 

Parcel Concierge is offered by Vicinity Centres. 

Participating Stores

Platypus Shoes Bayside
Platypus Shoes Broadmeadows
Platypus Shoes Bundoora
Platypus Shoes Chadstone 
Platypus Shoes Essendon
Platypus Shoes The Glen
Platypus Shoes Northland
Platypus Shoes South Wharf 

How it works

1. Once you place a Click & Collect order at a participating Platypus Shoes store, you'll receive 2 emails - a booking confirmation email and an email stating that your order is ready to pick up. As stores are currently closed, don't go to pick it up!

2. You'll be contacted via phone by our store team who will offer you the Parcel Concierge service. 

3. The team will book you an appointment with Parcel Concierge. You will receive a booking confirmation email and an SMS reminder of your appointment. This email will include directions to the Parcel Concierge location.

4. Head to the Parcel Concierge location for your appointment with your ID and confirmation email to collect your order! You'll receive an SMS message afterwards confirming your order has been picked up. 

Updating or amending your booking

If you need to make changes to your parcel concierge appointment, please contact the Vicinity Centre:

Chadstone: (03) 9567 1083

Bayside: 0492 805 338

Broadmeadows: (03) 9301 0000

Uni Hill Factory (Bundoora): (03) 9467 9165

Essendon DFO: (03) 9937 7222

South Wharf DFO: (03) 9099 1111

The Glen: (03) 9814 6000

Northland: 0492 963 065

Please note that as Parcel Concierge is hosted by Vicinity Centres, the Platypus Shoes Customer Experience team is unable to assist in amending bookings. 

Missed Parcel Concierge Appointments 

If you miss your Parcel Concierge appointment, Parcel Concierge will send you a form to rebook your appointment. Alternatively, you can call the Vicinity Centre to arrange.

If your order is not picked up within three days of your initial appointment, your order will be returned to the store and alternate options for you order will be offered. 

Metro Melbourne, you can now pick up your order via our Contactless Click & Collect Service. Once you’ve received your “Pick Up” email, head to the store between operating hours (10 am - 4 pm Monday to Friday, 9 am - 1 pm Saturday) to pick up your order, contact-free.

Please take note of the following stores that are currently unavailable for Click & Collect:

1. Platypus Craigieburn
2. Platypus Werribee

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.

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!).

If you need to nominate someone other than yourself to collect the order, we require prior contact with our Customer Experience 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.

Please take note of the following stores that are currently unavailable for Click & Collect:

1. Platypus Craigieburn
2. Platypus Werribee

If the Click & Collect option is unavailable, and you haven't had any luck with the postcode search for 'Click & Collect', then this item may no longer be available in the stores in your area for ‘Click & Collect’.

The item appears on the website as it is available to be purchased from a location outside your radius. If the delivery option is available, you can purchase the item and have it delivered to your address. 

Metro Melbourne, you can now pick up your order via our Contactless Click & Collect Service. Once you’ve received your “Pick Up” email, head to the store between operating hours (10 am - 4 pm Monday to Friday, 9 am - 1 pm Saturday) to pick up your order, contact-free.

Please take note of the following stores that are currently unavailable for Click & Collect:

1. Platypus Craigieburn
2. Platypus Werribee

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!

Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact to our Customer Experience 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.

P.S. Don't forget to check your spam!

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 Customer Experience Team below 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 Customer Experience team will be able to get this sorted for you.

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. Please contact our Customer Experience 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 cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

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.

Don't worry, we all make mistakes sometimes!

Unfortunately, our Customer Experience team are unable to update your address. We're so sorry for the inconvenience. 

You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.

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

Click here for ways to track your order.

Sometimes we make mistakes, and we apologise if you haven't received what you ordered!

Please contact our Customer Experience team below to organise a solution.*

*When lodging a request, please provide us with the below as this will help to speed up the process.

• Proof of purchase (order confirmation will do)
• Photos of the incorrect item(s)
• Photos of the shoebox displaying the product description.

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.

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 you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely. 

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.

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

Alternatively, you can reach out to the Customer Experience team below and we’ll be able to assist you.

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?

Say if your order has been split into two parts, if one item is dispatched, 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 remember, it's being fulfilled from separate warehouses which means different dispatch times.