Can I pay for my order with multiple credit cards?
At this time, our online checkout system does not support payments using multiple credit cards. However, you can pay for your purchase using one credit card and one Subtype gift card.READ FULL ARTICLE
Which payment methods are accepted?
We currently accept payment via VISA, MasterCard, PayPal, and Afterpay.
Unfortunately, we can not accept payment from cards issued overseas.
Your account will be debited at the time of order and the transaction will appear on your statement.READ FULL ARTICLE
What are the new Afterpay changes?
Afterpay has introduced the Afterpay Card. It’s virtual, contactless and stored in Apple Pay or Google Pay.
The Afterpay Card means that there is no need to generate a new barcode when shopping with Afterpay in-store. You’ll still initiate your purchase from the Afterpay app but you’ll be directed to your digital wallet. Tap your Afterpay Card at the checkout to complete your purchase.
For instructions on how to set up your Afterpay Card, check out Afterpay’s info here.READ FULL ARTICLE
What are the SUBTYPE Raffle Terms and Conditions?
Terms and Conditions
1.1 Australian based entries only.
1.2 Entry is for the opportunity to purchase the launch product through an online raffle.
1.3 By entering the raffle, you agree to receive marketing emails and SMS from SUBTYPE, of which you can unsubscribe at any time.
1.3. When creating an account and saving your payment card details (to enter the raffle), please expect an authorisation charge of $0 or $1 to verify the card. It will then be automatically void. For most card brands, the transactions are initially tried with a $0 authorisation. If $0 authorisations are not supported, then a $1 authorisation will be performed automatically. In any instance where a $1 authorisation returns a successful result, Braintree immediately follow up with an automatic void request to cancel the transaction to ensure the transaction does not settle and that it disappears from the card-holders statement as soon as possible. If charges do not void, please contact your financial institution.
1.4 No purchase necessary to enter. A purchase or payment of any kind will not increase your chances of being eligible to purchase the launch product.
1.5 A valid email address, valid postal address, contact phone number and your size is required to enter
1.6 Only one entry per person per launch product is allowed.
1.7 A maximum of 1 unique entry per household address is permitted.
1.8 Any duplicate entries will be disqualified. Anyone suspected of making duplicate entries, at SUBTYPE’s sole discretion, will be disqualified from all current and future SUBTYPE Raffles.
1.9 Registration details cannot be amended once submitted. If you need to change your details, please cancel your existing raffle entry via your confirmation email or Account page and re-enter
1.10 You can cancel your entry up to 24 hours before raffle is drawn.
1.11 Entries are non-transferrable.
1.12 The draw entry process is subject to change at any time at SUBTYPE’s discretion.
- RAFFLE DRAW PROCESS
2.1 Will be drawn at random from the valid entry pool and notified by email
2.2 Will be charged automatically via the payment method provided at entry to purchase the specific launch product.
2.3 The raffle draw will take place at 9am-12pm on day of launch
2.4 If you did not win, you will also be notified via email and Account that was used to enter the raffle.
- WINNING ENTRY
3.1 Winning entries cannot be returned, refunded or exchanged unless deemed faulty.
3.2 Winning entry raffle product cannot be redeemed for cash or for store credit towards any purchase.
3.3 Orders that are re-sold, transferred, assigned or otherwise provided to anyone else will be cancelled. Anyone suspected of being a re-seller or of on-selling limited-release or limited-edition product, will, at SUBTYPE’s sole discretion, be disqualified from all current and future SUBTYPE Raffles.
3.4 Product purchased through winning raffle entry cannot be collected from store.
3.5 Release product purchased via the raffle is non-returnable for exchanges, refunds or store credit.
3.6 All winning entry launch product is subject to availability. SUBTYPE is under no obligation to supply an alternative product.
3.7 All winning entries will be notified via your online Account that was used to enter the raffle.
- PAYMENT, FULFILLMENT + SHIPPING
4.1 Credit card or PayPal can be used as payment method for online raffles. Gift vouchers, Afterpay, promotional codes and discount codes are not available as a payment method for online raffles.
4.2 The winning entrant’s payment method provided at entry will be charged automatically upon that entrant winning the raffle.
4.3 Payment details entered at time of submission cannot be changed and will be used to take payment.
4.4 It is up to the entrant to ensure that payment details entered are correct, card or PayPal security settings are configured and there are sufficient funds in the account.
4.5 SUBTYPE is not responsible for any failed transactions including card issuer error codes or insufficient balances.
4.6 If the initial transaction is rejected for any reason, your raffle entry will be void. Please note you will not be notified of this payment failure specifically rather you will receive a generic email informing you that you did not win.
4.7 Failed winning entrants will not be able to request a new transaction attempt.
4.8 Upon payment receipt, the order will automatically be dispatched to the address provided at registration.
4.9 All orders under AUD$150 will be charged an express delivery (1-3 business days) flat rate of $10.
4.10 All orders over AUD$150 will include free express delivery (1-3 business days).
4.11 Raffle products can only be sent via express shipping and will be dispatched on the same day as raffle draw, subject to stock availability.
4.12 In the event of a failed delivery or Return to Sender due to an incomplete address, SUBTYPE cannot guarantee that the order will be sent back to the amended address. Please ensure address is correct on entry of the raffle.
4.13 Failure to fully comply will result in the winner forfeiting their entry.
5.1 SUBTYPE holds the right to:
(a) at SUBTYPE’s sole discretion, disqualify any entrant deemed to be reselling or on-selling limited-release or limited-edition product, violating the terms and conditions of the raffle, abusing the raffle system or in any way undermining the fairness of the raffle process. These entrants will also be disqualified from all current and future raffles or
(b) change, alter or withdraw the raffle at any time if circumstances make this necessary in order to ensure the integrity and fairness of the competition.
5.2 All raffle products are exempt from any SUBTYPE promotions
5.3 SUBTYPE accepts no responsibility for any damage, loss, liabilities, injury or disappointment incurred or suffered by you as a result of entering the raffle or accepting the opportunity to purchase the launch product.READ FULL ARTICLE
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.READ FULL ARTICLE
How do Zip single-use cards work?
Zip’s Single-Use Visa Card allows you to shop with companies that aren’t partnered with Zip.
If you wish to shop with us via Zip Pay, head to the Zip App and search for SUBTYPE. You’ll be directed to our website. When you’re ready to pay, select ‘Pay with Zip’ and a single-use card will be generated.
For a full overview, please see here.
If you need to return your order, your refund will be credited back to your Zip Account.
Please see full instructions here.
If you have any questions or issues, please reach out to the Zip Pay team.READ FULL ARTICLE
What is Afterpay?
Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!
Afterpay is available to all people who:
- Live in Australia;
- Are at least 18 years old
- Can enter into a legally binding contract
- Have a valid and verifiable email address, mobile number; and
- Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.
READ FULL ARTICLE
To find out more and sign up, please visit the Afterpay website.
How do I use Afterpay online?
Simply choose Afterpay as your payment method at checkout. First-time customers will have to provide payment details. Any returning customers can simply log in to make their purchase. Your first payment will be taken when you place your order.
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.
If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.READ FULL ARTICLE
How do I use Afterpay in-store?
Using Afterpay in-store is easy. Open your Afterpay App to view your available to spend balance. Select “Pay with Afterpay Card” and you’ll automatically be taken to your Afterpay Card in your digital wallet.
At the checkout, tap the Afterpay Card to pay. You’ll be shown your payment schedule when your purchase is complete.READ FULL ARTICLE
How do I return an Afterpay purchase online?
Take a look at our Returns Policy to make sure your items meet our returns conditions.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule.
If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled.
If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.
For a comprehensive breakdown of refunds with Afterpay, please see here.
Unfortunately, we are unable to facilitate exchanges online, but you are welcome to return and repurchase.
If you have any further enquiries regarding Afterpay, head to their website for more information.READ FULL ARTICLE
How do I return an Afterpay purchase in-store?
Returning Afterpay purchases in-store is easy. First, take a look at our Returns Policy to make sure your items meet our three main conditions.
When you’re in-store, open your Afterpay app and access your Afterpay card in your Profile tab. Select ‘Return an Order’ and then ‘Refund with Afterpay Card’ which will launch the screen to select Apple Pay or Google Pay. Select your Afterpay Card and tap against the reader.
Alternatively, you can select ‘Orders’, open transactions and locate the transaction. Click ‘Return an Order’ and tap the card reader to initiate your refund.
You’ll be notified that your refund has been successful and adjustments will be made to your payment schedule.
If you return your order in full and receive a full refund, any paid payments will be refunded back onto the linked card you paid with, and any upcoming payments will be cancelled.
If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your linked card. Upcoming payments will be adjusted or cancelled depending on your situation.
For a comprehensive breakdown of refunds with Afterpay, please see here.
Exchanges can be facilitated in-store for items of the same value only.
Refunds must be initiated via the Afterpay App. They cannot be initiated via the Digital Wallet.
If you have any further enquiries regarding Afterpay, head to their website for more information.READ FULL ARTICLE
I think I’ve been charged incorrectly?
We’re sorry to hear that you’re experiencing issues with your payment and may have been overcharged.
This is likely due to a technical error. We do our best to ensure that this doesn't happen!
If you believe that you may have been overcharged, please get in contact with the SUBTYPE Curators below and provide your order details and a screenshot of the overcharge.READ FULL ARTICLE
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.READ FULL ARTICLE
Why was my order unable to be fulfilled?
Sometimes we have an influx of customers all ordering the same item at the same time which causes stock discrepancies. Due to this, we are unable to fulfil all of the orders.
If you receive an email letting you know that your order was oversold, unfortunately, we were unable to fulfil part or all of your order.
When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 2 - 5 business days to show back in your account.
Our Terms and Conditions do also cover our oversell policy that your order may be rejected due to unavailability. We also reserve the right to modify our prices at any moment but this will be indicated to you on the order at the time the order is placed. If an obviously incorrect price appears on our website and is not corrected on your total at the time of order completion, for whatever reason (human error, technical error etc.), your order will be cancelled and the payment refunded to you, even if it has been initially validated.
How do I purchase a SUBTYPE gift card?
SUPBTYPE gift cards can be purchased in store. We don't currently sell SUBTYPE gift cards online.
Our SUBTYPE Curators are here to help you find the perfect gift. They can offer sizing advice, product recommendations and stock checks, as well as help you with an order over the phone.
Give them a call on 0480 015 179 and press option 1.READ FULL ARTICLE
I forgot my gift card pin?
Don’t remember your gift card PIN? No worries! Simply reach out to the SUBTYPE Curators below and we’ll help you track it down.READ FULL ARTICLE
What can I do if I lost my gift card?
Please treat your gift card carefully as we are not obligated to reissue a new gift card except under certain circumstances where we may choose to.
Any concerns? Please reach out to the SUBTYPE Curators below.READ FULL ARTICLE
What is my gift card balance?
Don’t know what your gift card balance is? Not a problem! Get in contact with the SUBTYPE Curators below and they will help you locate the balance.READ FULL ARTICLE
My gift card has just expired. Can I extend it?
All of our gift cards have an expiry date on the back of the card/voucher. Please carefully check the date as we are not obligated to extend the balance after the expiry date, except under certain circumstances where we may choose to.
If you would like to discuss, please get in contact with the SUBTYPE Curators below.READ FULL ARTICLE
What are your Gift Card Terms & Conditions?
Gift Cards are valid for 3 years from the issue date, or until no amount remains on the Gift Card. Any balance that remains on the Gift Card after expiry will not be available for use.
Gift Cards cannot be exchanged (wholly or partly) for cash, reloaded, topped up or used to purchase other gift cards.
The value shown on a Gift Card includes GST.
Gift Cards are partially redeemable, and any unused balance can be used for future purchases up to the expiry date.
Gift Cards should be treated like cash. Lost or stolen gift cards will not be replaced or refunded.
Items purchased using Gift Cards that are subject to our returns or refunds policy will be refunded as a store credit. We reserve the right to issue you with a new Gift Card equivalent to the value of your refunded Gift Card purchase.
Should we suspect any fraud relating to a Gift Card, we may refuse to redeem the Gift Card until we are satisfied that no fraud has occurred.
We reserve the right to change these conditions at any time and will provide at least 14 days’ notice by posting the changes on this website. If you contact us within the notice period and do not accept the changes, we can cancel the Gift Card and refund you any value remaining on the Gift Card.READ FULL ARTICLE
Are the items in my cart reserved?
Adding items to your cart does not reserve the stock. To avoid missing out, complete the checkout to secure your items.READ FULL ARTICLE
Do you have any tips for trying on shoes?
When you first receive your shoes, we recommend trying them inside on carpet to check that they fit.
On the off chance that they don't fit and you need to return your shoes, they need to be in their original condition. If you have worn them outside, they will be ineligible for return.
It's a good idea to check out our Returns Policy before wearing your shoes.
Good to know: Shoes can only be returned in their original, undamaged shoebox, so don't throw it out until you've tried them on.READ FULL ARTICLE
How do I place an online order?
Placing an online order is easy! Follow our easy step by step guide below.
Would you prefer to speak to someone instead? Give our SUBTYPE Curators a call on 0480 015 179
They'll be able to help you with your size and securely place an order for you!
If you prefer not to call, hit up our SUBTYPE Curators via our live chat channel.
HOW TO PLACE AN ONLINE ORDER
Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.
Step 2: Select the style you wish to purchase.
Clicking into the style, you'll be able to view a description of the shoe and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Select your size and click on "Add To Cart".
Once you've done this, you'll see a number in the shopping bag on the top right-hand corner. This means you've successfully added an item to your cart!
You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.
Step 3: Complete the order
We accept all secure payment methods! Click here for more information.
Note: At the cart, you'll also be able to enter in your discount code if you have one.
You'll be asked to either:
- Checkout as a guest OR
- Log into your existing account
Follow the prompts and fill out all the required fields.
Once done, the last step is to review your details to make sure they're correct.
Press "Place Order". You're done!
Having difficulties placing your order? No worries! Our SUBTYPE Curators are available to help over the phone on 0480 015 179.
Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.
I can't see my order in my account?
If you checked out as a guest, please note that your order won't show up in your "order history" if the account was created after placing the order.
What's next?READ FULL ARTICLE
You will still receive your tracking information so you can keep track of your order. Click here for ways to track your online order.
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.READ FULL ARTICLE
I think I purchased from a scam website?
We're sorry to hear that you may have purchased from a scam website. Unfortunately, there are online scams that may use the Subtype name and a similar looking website as a means of obtaining your personal and/or banking details. It's highly likely that you will never receive any product from this website. We recommend the following steps.
- Reach out to your bank immediately to discuss how you can lodge a 'chargeback' and reclaim any funds that you've spent.
- If you would like to report a scam website, please visit www.scamwatch.gov.au.
Tips on detecting a scam website:
- Pay attention to the address bar. Check that the URL starts with https (not http) and look for the padlock icon in the address bar to ensure there's a secure connection.
- Assess the price of the item. Does the price or offer seem too good to be true?
- Watch for poor grammar and spelling. Legitimate companies put effort into presenting a professional website.
- Look for reliable contact information. Can you contact the company either via phone, live chat or email?
If you have any queries about a communication you have received, please get in touch with our Subtype Experts through our Contact Us page.READ FULL ARTICLE
How do I apply a discount code?
Where to apply the discount code:
Once you've added the item to your cart, select the "Proceed to checkout" option. In the checkout, enter the code under the "Discount code" section.
Other things to note:
- Have you double-checked the Ts & Cs of the discount code? You can find the information in the body of the email that you received. You may need to hit a certain threshold in order for the code to work
- Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.
Can I apply more than one discount code?
Our discount codes and promotional offers cannot be used in conjunction with any other discount or offer.
Please view the Terms & Conditions issued to you with your discount code.READ FULL ARTICLE
Where can I see my order history?
Want to browse through your past purchases? You'll find them all stored in your account.
Head to 'My Account' in the top right-hand corner. Once you're in, click on 'View my past orders'.
Remember, if you checked out as a guest and created your account afterwards, your order will not show in the ‘Order history’ section.READ FULL ARTICLE
Why can't I sign into my account?
As a first step, we suggest double (and triple!) checking your details. The password is the one you set up when opening your account.
If you're still having difficulty, we suggest clearing your cookies or using another browser.
Resetting your password may also help you sign in. You'll be sent an email with instructions on how to reset your password. Keep an eye on your spam and junk folders as the email may end up there.
How do I create an account?
Click here to create an account.
How do I reset my password?
Need to reset your password? Click on 'My Account' in the top right-hand corner of the website will bring up the login box. This box includes a hyperlink 'Forgot Password?' which prompts you to enter your email address.
You will then receive an email with instructions on how to reset the password to your account.
Haven't received the email? Check your spam and junk inboxes - it may have filtered through there.READ FULL ARTICLE
How do I unsubscribe from the mailing list?
If you'd like to no longer receive any emails from us, please scroll down to the bottom of an email you have received from us and click 'unsubscribe'.READ FULL ARTICLE