FREQUENTLY ASKED QUESTIONS

• Delivery Information

  Our delivery options, timeframes and costs are as below:

   

  IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays). 

   

  

   

  *Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Saucony.

   

  Split Deliveries:
  If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.

   

  Authority to Leave:
  When you place your order, you will have the option to give Authority to Leave. This means that if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. If you do not provide Authority to Leave, your delivery will be redirected to your local post office if nobody is home to accept it. For further information, please see here.

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• Holiday Returns & Delivery Cut-Off Dates

  The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.

   

  EXTENDED HOLIDAY RETURNS POLICY:

  All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.

   

  Orders made beyond this timeframe will follow our regular 30-day return policy. 

   

  Order Cut-Off Dates:

  *Please Note: All times listed are in Local Time

   

  Express Delivery:

  

   

  *Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of Saucony.

   

  From everyone at Saucony, we wish you a very happy holiday and new year.

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• What is your returns policy?

  Please note: All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. For further information on holiday returns, please see here. 

   

  Return Conditions 

  We want you to be 100% satisfied with your purchase! If you change your mind, we're happy to accept all returns, provided the below return conditions are met: 

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided
  • Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
  • Item(s) are in original packaging or shoe box in their original condition

  Please note: We cannot accept your return if the shoebox is taped, damaged or has postal stickers attached

   

  Sale items
  We're happy to accept returns of sale items provided the item meets our return conditions above.
  
  

  Return by post 
  Items purchased online can be returned by post. Start your return below and follow the prompts to purchase and print your return shipping label, then post your parcel at the post office. Return shipping costs are payable by the customer and shoeboxes must be posted back in a protective satchel. Saucony does not offer online exchanges - Please post your item back to us for a refund and place a new order.
  
  

  

   

  Return in-store 
  Currently, our only Saucony store is located in Melbourne at South Wharf DFO. Whether you've shopped online or in-store, you can return your item to this store, provided our return conditions are met. Our in-store team can help you with a refund or exchange, provided we have the stock available! 

   

  Exchanges

  We do not offer direct online exchanges.

  If you wish to exchange your items, this can only be done in-store.

  If you wish to return online, please post your item back to us for a refund and place a new order.

   

  Refunds 
  Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. 

  Please note, any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.

   

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• How do I book a return?

  1. Ensure return conditions are met 

  • Item(s) were purchased within the last 30 days and proof of purchase can be provided
  • Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
  • Item(s) are in original, undamaged packaging or shoebox 

  If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.

   

  2. Package your return 

  Protect the shoes and shoebox by placing it into a satchel or box. Alternatively, the original mailer can be turned inside out. Please note, if the shoebox is used as a postal box, we cannot accept your return. 

   

   3. Book your return 

  Once packaged safely, start your return below and follow the prompts to pay for and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.  
  
  

  

  • Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process
  • Entering your order number: Your order number will start with SAUAU. Do not include the # or any other symbols
  • Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you

   

  What's next? 

  Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.

   

   

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• How do I clean my shoes?

  Need to keep your shoes squeaky clean? We've got you covered.

   

  Cleaning
  We recommend brushing away any surface dirt with a soft brush on a regular basis. After extended, rugged use, wash with mild soap and warm water. Be sure to rinse all soap off as it is hydrophilic. (Do not soak the shoes or get any leather parts wet for too long).
  
  Drying
  Open the shoes fully, remove the insoles and laces and let them dry at room temperature. (Never expose them to heat!).
  
  Conditioning
  Recommended treatment depends on the construction and material of the footwear. Many treatments do slightly alter the colour and appearance of the shoes.

   

  Please note: None of our products are machine washable.

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• Do you have a warranty?

  Our shoes do not have a set warranty period as we assess all claims on a case-by-case basis.

   

  Saucony stands behind all the products that we produce with an assurance of quality materials and workmanship. This does not cover normal wear and tear, improper care, improper use, or the natural breakdown of materials over extended time and/or use.

   

  If you believe any purchased items may have a manufacturing fault, please see HERE for instructions on initiating an assessment. 

   

  Important to note: If the item(s) were purchased from a Saucony stockist (not via our website or in-store at Saucony South Wharf), please take them back to the original retailer as they will need to assess them for you. Our Saucony Experts are unable to assist with any third-party retailer claims.

   

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