FREQUENTLY ASKED QUESTIONS

• COVID-19 Information - Online & In-store

  SA & VIC Update: Following recent announcements on the easing of restrictions, our stores will effectively reopen on 28/07/21 with safety protocols in place to comply with all Government directives.

  NSW Update: Our Greater Sydney store is temporarily closed following Government directives. Click here for more information.

  Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

  Delivery

  We're still delivering! We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.

  Returns & Exchanges

  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 & exchanges policy remains, but we won't count the days those stores are closed. 

  
  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.

  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. 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	Click & Collect
  NSW	Greater Sydney: Contactless Click & Collect*
  SA	Click & Collect

  *Please note, there are radius restrictions in place for some States. Please check for your nearest store before placing a Click & Collect order.

  4. 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.

  5. 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.

  6. 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.

  7. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  8. 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.

  9. 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.

  10. 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 due to the impact of COVID-19. We apologise for the inconvenience.

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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.

  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 your latest returns & exchanges policy for instore purchases?

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

  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.

  Need to return your items? If you are not 100% satisfied with your purchase, you can return your item(s) within 30 days of purchase, if you meet the below return conditions.*

  • It has been 30 days or less since the date of dispatch
  • It was not purchased on sale at markdown prices
  • The item was not purchased at a discounted price
  • The item is NOT a limited release product
  • In its original condition
  • Unworn, unmarked and unwashed
  • In the original packaging or box
  • Not defective as a result of misuse
  • Tags still attached

  Sale, discount and limited release purchases are final and non-refundable unless deemed faulty*

  Shoes must be returned in their original, undamaged shoe 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. *
  *We reserve the right to reject any returns that do not meet these requirements.

  In-store conditions
  
  In-store purchases cannot be returned or refunded to the online store at this point in time.

  Exchanges & store credit

  In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

  Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.

  
  Faulty items

  We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

  Please click here for more information on in-store faulty assessments.

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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. 

  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.

  Need to return your items? 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 has been 30 days or less since the date of dispatch
  • It was not purchased on sale at markdown prices
  • The item was not purchased at a discounted price
  • The item is NOT a limited release product
  • In its original condition
  • Unworn, unmarked and unwashed
  • In the original packaging or box
  • Not defective as a result of misuse
  • Tags still attached

  Sale, discount and limited release purchases are final and non-refundable unless deemed faulty*

  Shoes must be returned in their original, undamaged shoebox. 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. *

  
  *We reserve the right to reject any returns that do not meet these requirements.

   

  
  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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• 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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• 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.
  
  Orders by suspected resellers will be cancelled. SUBTYPE reserves the right to determine suspected resellers.

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