FREQUENTLY ASKED QUESTIONS

• Delivery Information

   

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $100	ORDER UNDER $100
  Australian Metropolitan Areas	1-3 Business Days	FREE	$10
  Australian Rural Areas	4-7 Business Days	FREE	$10

   

   

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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?

  We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
  

  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.
  
  All online returns must be lodged through our Returns portal here.
  
  Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

  3 simple conditions for a successful return:

  • Item(s) were purchased in the last 30 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

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  Upon receipt, a returned item will be processed by our returns warehouse within 2-5 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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• How do I book a return?

  You can return any item to our online store, just be sure to meet the conditions below.
  
  Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  

   3 simple conditions for a successful return:

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition.

  Online Return Instructions

  1. Ensure you meet our simple conditions for successful returns. You can check out our Returns Policy.

  2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.

  3. Pop in your order number and the email address used for placing the order. Click 'Start Return'.

  4. Complete the prompted steps to select the items for return and reason.

  5. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step.

  6. Items are in their original condition and original shoebox or packaging (please note: packaging must not be damaged or marked).

  7. Pack your return in another carton or satchel to protect the original packaging.

  8. Take your package to your closest post office for return.

  Please allow time for your return to reach our warehouse. This time may vary depending on your location.

  If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.

  Once processed, it can take anywhere between 2-5 business days for the refund to show up depending on your financial institution.

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• Can I place an order over the phone?

  Yes!

  Call us on 1800 954 509 and press 1 - our product experts will be happy to help you place an order over the phone. 

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

  Do you need a hand with sizing, stock or a product recommendation? Our Product experts are available to help! Give us a call on 1800 954 509 and press option 1.

  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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