FREQUENTLY ASKED QUESTIONS
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Extended Customer Experience Operating Hours
We have extended our operating hours for Live Chat!
Our dedicated Customer Experience team will be available on live chat from Monday to Friday between 7:00 am to 10:00 pm, Saturday to Sunday 7:00 am to 7:00 pm AEST.
Speak to our Live Chat team here.
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Important update on our Melbourne Metro store
With Victoria entering Stage 4 lockdown measures, our metro Melbourne store will be closing temporarily, effective from Tuesday the 4th of August 2020.
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:
SHOPPINGOur 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 0480 015 179 and press 1.
CLICK & COLLECT
Please note, due to stage 4 restrictions our Melbourne store is currently closed to the public, however, 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 at Shop 2, The Basement 118 Russell Street, Melbourne 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.
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I ordered the wrong size - can I exchange?
We're sorry to hear your new shoes aren't quite right!
Unfortunately, we are unable to facilitate exchanges online. If your shoes meet our Returns Policy, we recommend returning your shoes online and repurchasing the correct size.
If you would like assistance determining which size you should purchase, our SUBTYPE Curators are available to help. Give them a call on 0480 015 179 and press 1.
Alternatively, you can head into a store to exchange your shoes there. Be sure to have your proof of purchase or confirmation email with you. See our Store Locator for your nearest store
Please note that if you purchased via PayPal you can only exchange in store for the exact style and product. PayPal purchases cannot be returned in-store.
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What is your returns policy?
VIC EXTENDED RETURNS: Our Metro Melbourne store is closed. If we’re closed for longer than intended, don’t worry. You’ll be given 30 days to return your online purchase once our store reopens.
If you are not 100% satisfied with your purchase, you can return your item(s) within 60 days of dispatching your order, if you meet the below return conditions.*
- It has been 30 days or less since the date of dispatch
- It was not purchased on sale at markdown prices
- The item was not purchased at a discounted price
- The item is NOT a limited release product
- In its original condition
- Unworn, unmarked and unwashed
- In the original packaging or box
- Not defective as a result of misuse
- Tags still attached
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
Cost of returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
Disclaimer:
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.
Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.
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.In-store returns
For any purchases made in-store, you have 60 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-
Alternatively, you can lodge an online return here. For instructions on how to book an online return, please click here.
Online returns
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.
PAYMENT METHOD
CREDIT CARD
PAYPAL
AFTERPAY
RETURN ONLINE
Refund Available
Refund Available
Refund Available
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 return tracking number 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.
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How to place an online order
Placing an online order is easy! Follow our easy step by step guide below.
Would you prefer to speak to someone instead? Give our SUBTYPE Curators a call on 0480 015 179
They'll be able to help you with your size and securely place an order for you!
If you prefer not to call, hit up our SUBTYPE Curators via our live chat channel.HOW TO PLACE AN ONLINE ORDER
Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.
Step 2: Select the style you wish to purchase.
Clicking into the style, you'll be able to view a description of the shoe and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Select your size and click on "Add To Cart".
Once you've done this, you'll see a number in the shopping bag on the top right-hand corner. This means you've successfully added an item to your cart!
You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.
Step 3: Complete the orderWe accept all secure payment methods! Click here for more information.
Note: At the cart, you'll also be able to enter in your discount code if you have one.
You'll be asked to either:- Checkout as a guest OR
- Log into your existing account
Follow the prompts and fill out all the required fields.Once done, the last step is to review your details to make sure they're correct.
Press "Place Order". You're done!Having difficulties placing your order? No worries! Our SUBTYPE Curators are available to help over the phone on 0480 015 179.
Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.
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How can I receive updates on limited releases?
If you would like to receive any updates on new releases, we recommend subscribing to our mailing list.
You can do this by heading to our website and scrolling down to the bottom and entering your email address.
Alternatively, you can head over to our Release Page and Instagram which contains information on upcoming releases.
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