FREQUENTLY ASKED QUESTIONS
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Are your Sydney and Melbourne stores open?
Our stores are open with safety protocols in place to comply with all Government directives. Please see below for our COVID-safe plan.
Hygiene and social distancing measures
To help make our stores safer, we’ve introduced a COVID-safe plan 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.
Mandatory face coverings in-store
Update: As of 6:00 pm on Friday the 26th of March 2021, as per Victorian Government guidelines, fitted face masks will no longer be required in retail settings, however must be carried with you at all times.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.
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. Our stores will have disposable try on socks and gloves available for customers.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
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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Please note:
Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery times
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What are your Delivery Timeframes?
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.
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.
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. Please refer to Australia Post for more information.
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. Australia Post 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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What is SUBTYPE Raffle and how does it work?
What is it?
We've introduced a new raffle system. You can enter the raffle via our SUBTYPE website for the opportunity to purchase limited release & exclusive product. We know there's a high demand for these releases so we want to give everyone an equal opportunity to purchase.
Entering this raffle ensures that you'll be able to purchase your size should you win.How do I enter?
In order to enter the raffle, there are a few conditions:
- Entry is via the product page
- You must either create an account with us OR log into your account
- You'll be prompted to verify your email address, phone number, shipping details and payment details (Credit card or PayPal only.) You will not be able to enter without verifying this.
- You'll then be prompted to answer a specific challenge question based on the product
- Select the product & size that you're after
- Once done, you'll receive a confirmation email
- If successful, you'll receive an email to confirm (please note: winners will automatically be charged if successful. If payment is unsuccessful the product will be allocated to the next customer.)
- If unsuccessful, you'll receive an email letting you know.
Does it cost to enter?
It's free to enter and you don't have to purchase anything to enter the raffle. Simply jump onto our website and select the "Releases" category to see the full list of limited product. Choose the product that you're interested and follow the above process to enter.When you enter a raffle and verify your payment details, you'll be charged a pending amount of $0 - $1 which will void as soon as your account is verified. Find out more here.
Please note that payment can only be made by credit card or PayPal for SUBTYPE raffles.
How does payment work?
When entering the raffle, you are required to verify your payment details.
If you win the raffle, payment will be automatically deducted. If there are insufficient funds in your account, your win will be voided and passed to the next customer.
If this happens you will receive an email letting you know that your raffle entry was unsuccessful.
Can I withdraw or cancel my entry?Entries can be cancelled up to 9 am, 24 hours prior to the release.
You can withdraw via the "Success" page once you've entered by clicking "Withdraw this entry".
Alternatively, You can log in to My Account, click View Entry and withdraw from there.
If a raffle is closed, you will not be able to withdraw.
For all the Terms and Conditions, please click here.
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Do you restock?
Unfortunately, we rarely receive restocks of short-run releases.
We would recommend subscribing to our mailing list to stay in the loop about any re-stocks or new releases.
You can head to our website and scroll down the bottom to enter in your email address.
Alternatively, you can head over to our Release Page and Instagram which contains information on upcoming releases.
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How many pairs of limited product can I purchase?
As we only receive a small quantity of product for any limited release, we do have a strict limit of one pair per customer only (one colour per customer).
We have a strict policy of one entry per person (anyone entering more than once will be automatically disqualified).
Please note that we do not offer any returns on Nike Jordan or Yeezy styles.
For any in-store releases;
Customers must pay with a Debit Card, Credit Card or Afterpay. No store credit notes or discount codes are to be used.
For any online releases;
We accept Paypal, Afterpay, Debit or Credit Card as a method of payment.
For in-store and online purchases we may request identification proof in the form of drivers licence or passport.
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Orders by suspected resellers will be cancelled. SUBTYPE reserves the right to determine suspected resellers.