FREQUENTLY ASKED QUESTIONS

• In-store COVID Safe Plan

  COVID SAFE PLAN

  We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.
  
  1. Mandatory QR code check-in

  Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au)
  
  2. Mandatory face coverings in-store 

  Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).
  
  3. 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.
  
  4. 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.
  
  5. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.
  
  6. 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.
  
  7. 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.
  
  8. Training for team members on social distancing and additional hygiene measures

  All team members will be required to complete ongoing training courses.

  
  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.

  SUBTYPE.
  

  READ FULL ARTICLE
• How long does delivery take?

  Due to the increased impact of COVID-19 and reduced courier hours, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.

   

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $150	ORDER UNDER $150
  Australian Metropolitan Areas	1-3 business days	FREE	$10
  Australian Rural Areas	4-7 business days	FREE	$10

   

  Please note that all orders are dispatched the next business day (Monday to Friday excluding public holidays).

   

   Only received part of your order?

  If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

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

  2. Delivery services do not run on National or State Public Holidays.

  3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of SUBTYPE.
  

  4. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.

  Need help tracking your order? Click here.

  READ FULL ARTICLE
• What is your latest returns & exchanges policy for online purchases?

  If you are not 100% satisfied with your online purchase, you can return your item(s) for a full refund (excluding postage) provided the following Terms and Conditions are met.*

  • The item is returned within 30 days of receipt of purchase. 
  • The item is is not a sale, discounted or limited release item. 
  • The item is unworn, unmarked and unwashed. 
  • The original tags are attached.
  • The item must be in its original, undamaged packaging or box. 

  Returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside-out plastic shopping bag to protect the shoebox during transit. *

  SALE ITEM POLICY 

  We do not accept returns for any item purchased on discount or sale, unless deemed faulty. 

  LIMITED RELEASE POLICY 

  Due to limited nature of our releases, we cannot accept returns on any limited release item, unless deemed faulty. 

  *Any items received by our returns warehouse that do not comply with our return conditions will be returned to sender.

  Return Options
  
  

  PAYMENT METHOD	CREDIT CARD	PAYPAL	AFTERPAY
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available.	Refund and exchange available.	Refund and exchange available

  You will receive one of the three Returns Policy forms in your online order, depending on the item(s) that you purchased.
  
  

      

  Exchanges
  

  All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

   

  Cost of returns

  You are responsible for the costs of returning any item(s) to our online store unless deemed faulty. Any returned item(s) are your property and remain your responsibility until they reach our warehouse. Please ensure you retain your return tracking number as lost items will only be covered if tracking information can be provided.
  
  
  Faulty items

  If you believe you have received a faulty item, please do not submit a general return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

  If you believe your purchase has a manufacturing fault, we'll be happy to cover the cost of the return.
  Please refer to our in-store & online faulty assessment processes for more information.

  READ FULL ARTICLE
• Free Returns on your first SUBTYPE Curated Purchase

  For a limited time only, we're offering free returns on your first SUBTYPE Curated purchase. Our standard Returns Policy applies.

  Important Ts&Cs:

  • This offer only applies to your first SUBTYPE Curated purchase
  • This offer is only available for SUBTYPE Curated products and excludes anything outside this collection
  • Offer is valid on full-priced item(s) only and excludes sale item(s)
  • Item(s) must be returned within 30 days of purchase
  • Item(s) must be in their original condition, unworn and with tags attached.

  Contact our SUBTYPE Customer Experience team here to organise your return.

  READ FULL ARTICLE
• Can I return a sale or limited release item?

  SUBTYPE does not accept returns or exchanges of limited release items or items purchased on sale, either in-store or online, unless deemed faulty. 

  This does not apply to full-price 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. 

  READ FULL ARTICLE