FREQUENTLY ASKED QUESTIONS

• Changes to our Customer Experience Operating Hours

  Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.
  
  We're operating from  Monday to Friday 9 am to 5 pm, here to help with your order, sizing questions and product recommendations as always! 
  
  We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.

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• Updates to Domestic Delivery Procedures

  Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.
  
  To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:

  • If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
    
    
  • Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
    
    
  • Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.

  If you have any questions, feel free to reach out to our Customer Experience team below.

  For any further updates, please visit the Australia Post website for more information.

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• How do I track my order?

  We send regular tracking emails to keep you updated throughout your purchase journey. You'll receive an automated notification directly from StarTrack after your order is dispatched.

  To track your order log into your account and select 'Track my Order' tab on the left hand side.
  Alternatively, you can visit the Australia Post website here to receive updates on the delivery status of your order.

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• What is your latest returns policy?

  Due to the current climate with COVID-19, we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office.

  We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
  
  If you made a purchase online through our website, you can ONLY return your items back to our online warehouse and from there you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item.

  3 simple conditions for a successful return:

  • Item(s) were purchased in the last 90 days and proof of purchase can be provided.
  • Item(s) must are unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition

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

  Refunds

  Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

  Faulty items
  
  If you believe your online purchase arrived with a manufacturing fault, please contact our Customer Experience team below. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

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• I am an Australian size. What size should I buy?

  Australian sizing is not recognised as a standard size by Saucony.
  
  Saucony is an American brand and all sizes on our website are based on US sizes. We recommend checking any shoes that you currently own for a US/UK/EU size.

  Sizing does vary between brands and even different styles in the same brand. The size guide is a recommendation to assist in choosing the best size for you!

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