FREQUENTLY ASKED QUESTIONS

• Delivery Information

  SUBTYPE aims to deliver your order within 2-7 business days to almost anywhere in Australia.*

  We do our best to ensure that your order is processed within 24 hours of being received. Please note that all orders are dispatched the next business day (Monday to Friday excluding public holidays).

  Once your order is dispatched you will receive a confirmation email with your tracking number.

  Please see below for delivery options and fees:

  Delivery Option	Delivery Time	Order over $150	Order under $150
  Standard Delivery	3-7 business days	Free	$10

  These times are an estimate only and can vary state by state.

  *Please expect potential delivery delays during peak holiday periods.

  You can check out our holiday season delivery time frames here.

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• How do I track my order?

  SUBTYPE delivers products Australia wide using StarTrack.

  Once your order is dispatched you will receive a confirmation email with your tracking number.
  
  You can track your order here.

  If you have an account with us, you will be able to view the status of your order online when you log into your account.

  If you have not received your tracking details within 24 hours of placing the order, please contact our Customer Experience team here.

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• Regional Australia Fires Delivery Disruption

  Australia Post is working to reinstate deliveries in areas impacted by bushfires and smoke haze.
  
  We will continue to monitor the situation closely and will provide updates as information is made available.
  
  For further information, please click here.

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• 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 time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team here and they will do their 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.

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• I received the wrong order?

  Sometimes we make mistakes, we apologize if you have not received what you ordered.

  Please contact our Customer Experience team so we can organise a solution for you.
  
  *You will be asked to provide proof of purchase as well as some photographs of what you received.

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• 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.

  In-store returns

  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.

  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 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 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.
  
  

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• Can I return a sale item?

  Please note that all items purchased on sale are final and are not available to be refunded or exchanged unless there is a manufacturing fault determined. All product purchased for the use of a photo-shoot may not be returned under any circumstances. 

  This does not apply to items where a discount code or gift card is used during checkout.
  
  
  

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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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