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. Entry only allowed for fully vaccinated customers with an approved COVID-19 vaccine (NSW only at this stage)

  Persons aged 16 years and over will only be permitted to enter our stores if they are fully vaccinated or have a medical exemption. You will be required to show proof of COVID-19 vaccination upon entry. There are several options to access and show proof of COVID-19 vaccination, including:

  •  COVID-19 Digital Certificate: this can be accessed through the Express Medicare mobile app or Medicare online account through myGov. The COVID-19 digital certificate can be added to a smartphone wallet or similar for ease of access
  • A printed version of the COVID-19 digital certificate or immunisation history statement (also available through myGov)
  • COVID-19 digital certificates can also be added to a Service NSW app and shared as part of a QR check-in. Visit nsw.gov.au for detail.

  For people without a Medicare Card:

  • Call the Australian Immunisation Register on 1800 653 809 and ask for an immunisation history statement to be posted. It can take up to 14 days to arrive
  • Add a COVID-19 digital certificate to a smartphone wallet or similar using the Individual Healthcare Identifiers service (IHI service) through myGov
  • An immunisation history statement can be accessed from My Health Record. Visit Services Australia for instructions.

  For people without a smartphone or online access:
  A COVID-19 digital certificate or immunisation history statement can be accessed via myGov to download and print. Alternatively, call the Australian Immunisation Register to request a copy in the post.

  
  For people with a medical exemption:
  If you have a medical reason for not receiving the COVID-19 vaccination, speak to your medical practitioner about getting your medical contraindication added to your immunisation history.
  
  

  You can read more about the vaccination policy at the NSW Government website here.
  
  

  Penalties may apply for making or presenting a fake form of proof of vaccination. We also reserve the right to refuse entry for those who don’t follow government guidelines.

  2. 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)

  3. 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).

  4. Click & Collect

  We offer Click & Collect to help you minimize your contact in-store. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

  Please see below for your state's Click & Collect service: 

  State	Click & Collect Service
  VIC	Contactless Click & Collect
  NSW	Click & Collect
  SA	Click & Collect

  5. 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. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.

  6. 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.

  7. 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.

  8. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  9. 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.

  10. 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.

  11. 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.
  

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• How long does delivery take?

  Please note that we do not offer International Shipping at this stage. We apologise for the inconvenience.

  Due to the increased impact of COVID-19, 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.

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

  Free Express Delivery on orders over $150 Australia Wide
  The courier will text and email you with shipment tracking details. Please allow 1-3 business days (Mon-Fri) transit time. 

  $10 Express Delivery on orders under $150 Australia Wide
  The courier will text and email you with shipment tracking details. Please allow 1-3 business days (Mon-Fri) transit time. 

   

   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.

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• Please note:

  Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.

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

  Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store. 

  Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  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.	No refund available. Exchange available for size only.	Refund available. No exchanges

  Please note that we cannot facilitate Paypal refunds in store. Online purchases using PayPal can only be returned online for a full refund.  As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.

  
  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.

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• 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. 

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• 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.

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