FREQUENTLY ASKED QUESTIONS

• How long does delivery take?

  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.

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $150	ORDER UNDER $150
  Australian Metropolitan Areas	1-3 Business Days	FREE	$10
  Australian Rural Areas	4-7 Business Days	FREE	$10

  Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 

  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 Stance.
  

  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.

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• What is your latest returns policy?

  Need to return your items? 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.

  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.

  
  Important to note! Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.

  Cost of Returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
  
  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.
  
  

  How is the refund processed? 

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

   

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

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• What is your faulty assessment process?

  We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please contact our Customer Experience team below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.* 
  
  Please do not send the faulty product back without contacting us first.
  
  *If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
  
  

  *If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

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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.

  Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements if you need to return them.

  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.

  Costs of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) remain your responsibility until they reach our warehouse.

  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 to pay for returns shipping.

  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.

  Please note: due to the impact of COVID-19, please allow an additional 2-3 business days for returns processing.

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• What is my Australian size?

  Unfortunately, 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. To determine what size to buy, we recommend checking any shoes that you currently own for a US/UK/EU size or cms.

  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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• How can I tell if an item is in stock?

  If the item is listed on the website, it is generally still in stock, however, we cannot guarantee as our stock levels are constantly fluctuating. 

  If you would like to know if an item is in stock, feel free to get in contact with the Customer Experience team below and we’ll be able to look into it for you.
  
  Please provide us with the name of the item as well as the item number as this will help us to assist you quicker.

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