FREQUENTLY ASKED QUESTIONS

• Our stores are open!

  UPDATE: Our Melbourne stores are still open. Our teams are implementing stricter hygiene measures in-store with a strong focus on sanitisation in response to recent community lockdowns. 

  To our valued customers,

  As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the Australian Government.
  
  During this time, we have seen an increased demand for footwear for essential workers. We are also seeing strong demand for active footwear and apparel as more people are taking part in physical activities.

  We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives.
  
  We are further pleased to announce that Click & Collect is available again. However, we ask that you please refer to the below information before heading into the store to pick up your order.
  

  For a full list of stores currently open for trade, please click here.

  Hygiene and social distancing measures

  To help make them safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
  
  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.
  
  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.
  
  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.
  
  Use sanitisation station upon entering the store

  A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
  
  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.
  
  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! We will also have disposable try on socks and gloves available.

  Training for team members on social distancing and additional hygiene measures

  All of our team members will be required to complete a training course before returning to work.

  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!
  

  Team Subtype.

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• Delivery Information

  We do our best to ensure that your order is processed and dispatched within 24 hours of being received. 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. 
  

   

   

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• 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.*

  • It was not purchased on sale at markdown prices
  • 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.

  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 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 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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• Can I place an order over the phone?

  Yes you can! Give us a call and press 1. One of our Subtype Curators will help you place an order over the phone. 

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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.

  Unfortunately, we are unable to make any changes or cancel your order. Once you receive your item(s), you can return them in accordance with our Returns Policy.

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