Order Issue

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. 

We apologise if you haven't received what you ordered or your item has arrived damaged. Please follow the below steps so our Kicks Team can assist you. 

1. Visit our 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 or refunded this may be due to:  

• The item is not available/not in good condition.  
  If your item(s) have been cancelled, this could be due to stock unavailability, or your item was not in satisfactory condition to be sent out. 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, product description or photo, 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.  

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

If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse. 

Some possible reasons why your order was unable to be delivered:

• Your delivery address was incomplete or incorrect
• No-one was present to receive the parcel
• The delivery was rejected 

Once your parcel has been returned to sender, unfortunately, we cannot send the parcel back out to you.

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

We want to keep you in the loop with the progress of your order, so you should expect:

1. A confirmation email to confirm we've received your order
2. An email once your order has left our warehouse and has been shipped (including a tracking number)
3. An email with an update on your order including an estimated delivery date 
4. An email once your order is on board for delivery 
5. An email confirming delivery has been completed

If you've ordered a few items, we may need to fulfll your order from separate warehouses and so they may arrive at separate times, each with a unique tracking number. If this is the case, you'll receive extra emails with unique tracking information for each item.