FREQUENTLY ASKED QUESTIONS
A message to our Subtype community
For everyone's safety, we've made the difficult decision to temporarily close both our Melbourne & Sydney stores, effective from 5 pm Friday 27th of March.
You can still shop with us online at www.subtypestore.com.
We will be closely monitoring the situation and will let you know when our stores are open again.
If you have any questions or concerns, you can get in contact with our Customer Experience team below.
Thanks for your loyalty and understanding as we continue to work through this together.
Team Subtype.READ FULL ARTICLE
Due to the evolving Covid-19 outbreak, we've closed our retail stores until further notice.READ FULL ARTICLE
Changes to our Customer Experience Operating Hours
Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.READ FULL ARTICLE
We're operating from Monday to Friday 9 am to 5 pm, here to help with your order, sizing questions and product recommendations as always!
We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.
I prefer to stay at home right now, Can I cancel my Click & Collect order?
First and foremost, our number one priority is the health and safety of our customers and our team.
We understand you may not feel comfortable heading into a store. In this case, reach out to our Customer Experience team below and let us know the best option for you:READ FULL ARTICLE
1. I'd like my order to be delivered to a nominated address instead (we'll cover any shipping cost)
2. I'd like to cancel my order
**If stores are required to discontinue trade, these options may be subject to change
What is your returns policy?
If you are not 100% satisfied with your purchase, you can return your item(s) within 30 days of dispatching your order, if you meet the below return conditions.*
- In its original condition
- Unworn, unmarked and unwashed
- In the original packaging or box
- Not defective as a result of misuse
- Tags still attached
We do our best to get items to you in perfect condition and unfortunately cannot accept minor scuffs and marks on the base of the shoes as a faulty return.
All returns and specified conditions are subject to the Australian Consumer Law.
We recommend and encourage customers to try the footwear on carpet to ensure that dirt is not collected on the sole.
For any purchases made in-store, you have 30 days from the date on the receipt to either return or exchange your item. In-store purchases cannot be returned to the online store.
If you are based in Sydney and have purchased from our online store, you are welcome to head into our pop-up store for a return/exchange.
Please click here for directions to our pop-up store in Sydney.
Alternatively, you can lodge a return to our online warehouse. For instructions on how to book an online return, please click here.
For any purchases made through our online store, you are welcome to go back in-store and return the item in person. Please refer to the below for a guide on how you can return your items.
RETURN IN STORE
Exchange, store credit or refund available.
No refund available. Exchange available for size only.
Refund available. No exchanges
Please note, all returns postage cost will be covered by the customer unless the item is faulty. Please ensure you retain your tracking information as lost items will only be covered if tracking information can be provided.
To organise your return, please contact our Customer Experience team here to do so.
*All items purchased on sale, are final and are not available to be refunded or exchanged unless there is a manufacturing fault determined. This does not apply to items where a discount code or gift card is used during checkout.
*All product purchased for the use of a photo-shoot may not be returned under any circumstances.
* All items marked or described as Jordan style Nike products and Yeezy style Adidas products are non-refundable or available for exchange unless there is a manufacturing fault determined.
* The majority of our shoes are limited release, and we only have a certain amount available. Please be aware that your shoes may arrive having been tried on in-store.READ FULL ARTICLE
*Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.
Can I change or cancel my order?
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
We are unable to make any changes to your order and we only have a small window of opportunity to be able to cancel your order. If you would like to do so, please contact our Customer Experience team below and we will do our best.
While we will make every attempt to accommodate to your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.READ FULL ARTICLE