Airflex FAQ

Frequently Asked Questions

I HAVE PLACED AN ORDER ONLINE...
  • How long will it take to dispatch my order?
    We aim to dispatch all orders next Business Day. If you are experiencing any delays longer then this time period please email us at customercare@airflex.com.au for more information on your order. Please remember to include your order number in your email, to assist in a speedy response.
  • How long will it take to deliver my order?
    This will depend on where you live - for a full list of delivery time frames simply visit our Shipping page.
  • How do I track my order?
    On the day of dispatch, we will send you a Confirmation of Dispatch email. Within this email you will also receive your tracking ID. Simply head to the Australia Post Website and enter the tracking ID and you will be able to follow your orders progress right up to your front door! If you do not receive the Confirmation of Dispatch email or your tracking ID please contact us with your full name and order details.
  • Can I cancel my order?
    No. Please choose carefully, as once the order is placed it progresses to the next stage of the process and is difficult to intervene, especially in times of high volume sales. Should you have entered the incorrect address, experienced technical issues, or forgotten to redeem a promotional code please send us a message as soon as possible and we will endeavour to fix it for you.
I WANT TO RETURN A PRODUCT PURCHASED ONLINE...
  • How do I return my goods to you?
    For items purchased online simply visit our Returns page and follow the 5 easy steps to sending your items back.
    Please note: you do not need to submit a refund request through your account.
  • What if the item I ordered is faulty?
    We aim to provide all Airflex customers with products of the highest standard and quality. If you have received an item that has a fault, it will need to be assessed by a Store Manager.
    We recommend that you either take the product into your nearest store, or alternatively send the item back for assessment at our Distribution Centre.
    For information on how to post your shoes back to us for free, head to our Returns page.
    Once assessed, we will be able to help resolve the issue quickly and advise you of the next steps. Please note that we cannot guarantee a refund or exchange for any items until they have been assessed either in-store or by our Distribution Centre team.
    Refunds generally exclude shipping cost. If our quality control team missed a manufacturing fault on your new shoes or if we can't provide the shoe you ordered, we will gladly provide you with a full refund (incl. shipping) or free exchange. The shipping cost will not be refunded on change of mind returns.
  • My shoes are the wrong size, what are my options?
    You’re welcome to send the shoes back to us for a refund, or we are happy to swap the item over as an exchange (for registered customers only).
    To return the shoes to our online store, we have a quick and easy returns system – all information is at our Returns page. We are also happy to exchange the shoes in-store; please bring them back to your nearest store to exchange (please note: stores are unable to refund for items bought online).
  • Can I receive a refund on sale items purchased online?
    Yes, you certainly can! We offer returns and exchanges on both full priced and sale items when they are returned using our online system (excluding shoe care products). Please note that stores do not offer refunds for change of mind. You can however exchange for a different item, size or colour.
  • Can a store provide a refund for an item purchased online?
    No. Stores do not offer refunds for change of mind; however you can exchange your purchase for another item or use our free online returns system and post your order back to us for a refund.
I WANT TO PLACE AN ORDER ONLINE...
  • I have a promotional code, how do I apply it?
    When you visit your shopping cart you will be given the opportunity to apply any discount voucher codes you may have. Simply type the code into the text box on the Shopping Cart page.
    Please note this is the step prior to entering your payment details. We are unable to add your promotional code to your order once you have finalised your purchase.
  • Can I use my discount in store?
    The majority of our discounts apply online and in-store, however we do at times have online exclusive promotions that cannot be used in-store. Our terms and conditions will state where you can use the discount.
  • Can I use two discounts at once?
    Unless specified in the promotional terms and conditions, only one promotional code can be applied per order.
  • Can I use a gift voucher online?
    No. Gift vouchers are currently only redeemable in store and cannot be used for online purchases. However, Gift Cards are now available to purchase online for use in store.
  • Can I use a credit note online?
    No. Credit notes are currently only redeemable in store and cannot be used for any online purchases.
  • What payment methods can I use to make a purchase online?
    We accept VISA, MasterCard, American Express or PayPal as payment methods in our online store.
  • Do you ship to PO Boxes?
    Yes, we do ship to PO Box addresses!
  • Do you ship internationally?
    We currently ship internationally to New Zealand only.
  • What should I do if I am unsure of my size?
    Simply visit our Sizing Guide and it will give you all the information you need. Still unsure? For your peace of mind, we offer you a free online returns system should the shoes not fit perfectly. Please see our Returns page for more information.
  • The shoes I want are not available in my size, what should I do now?
    It is possible that one of our retail stores may have the size you are after. Please use our Store Locator to find your closest store and their contact details so you can contact the store directly.
  • What is the difference between a 'Guest Customer' and a 'Registered Customer'?
    Being a Registered Customer gives you the best access to the Airflex website and the services we have to offer. It’s quick to sign up, and best of all, it’s free!
    As a Airflex Registered Customer you will receive exclusive offers, product updates and newsletters, as well as a speedy checkout process.
    You will also have access to free exchanges for items purchased online.
    A Guest Customer does have the ability to exchange online; however, we are happy to exchange Guest Customer online purchases in store.
  • Is the Airflex Online Store a secure shopping site?
    Yes. www.airflex.com.au uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. All pages within our website that contain sensitive information are secured with SSL technology, so your personal information stays safe and out of malicious hands. To learn more, visit our Online Security page.
I AM TRYING TO LOCATE A PRODUCT...
  • How do I find a specific shoe?
    If you know the name of the shoe you can search it in the search bar located at the top right corner of the website. Alternatively, you can filter your search down to specific colours, prices and sizes, using the tool bar on the category pages.
  • I am not sure what my shoe size is, so you have a sizing chart?
    Yes, we certainly do! Simply visit our Sizing Guide and it will give you all the information you need. Don’t forget, if you do happen to order the wrong size, we will happily exchange it for free (applies to Australian orders only).
    Please note our Ladies shoes sizing is in US sizes, Men’s and Kid’s shoes follow the UK size system, unless otherwise stated.
  • The shoes I want are not available online in my size, what should I do?
    It is possible that one of our retail stores may have the size you are after. Please use our Store Locator to find your closest store and their contact details so you can contact the store directly.
I ORDERED A PRODUCT IN-STORE...
  • How long will it take to dispatch my order?
    We aim to dispatch all orders next Business Day. If you are experiencing any delays longer then this time period please email us for more information on your order. Please remember to include your full name and receipt number in your enquiry.
  • How long will it take to deliver my order?
    This will depend on where you live - for a full list of delivery time frames please head to our Shipping page.
  • I did not receive my order confirmation email
    If you did not receive a confirmation email when you placed a Customer Order Express (COE), we may not have received your correct email address. Please send us an email with your receipt number and full name so that we can follow up for you.
  • Can I return my shoes via the post?
    No. Please bring them back to your nearest store, as our Distribution Centre Team will return the parcel to sender if not purchased online.
I WANT TO RETURN A PRODUCT BOUGHT IN-STORE...
I HAVE A QUESTION ABOUT MY ONLINE ACCOUNT...
  • How do I create an account?
    To create an account with Airflex, simply click Login/Register at the top of any of our webpages. Here you will be taken to a new page where you have the option to ‘Register’ as a new customer. Click ‘Register’, enter your details as requested and finally click ‘Submit’. You will then receive a confirmation email from us.
  • How do I subscribe to you mailing list?
    We’d love for you to join our mailing list! If you're a registered Airflex customer, simply log in to your account and tick the box on the Newsletter page.
    If you're not a registered customer (it's free to join!) at the very bottom of every page on our website (including this one), you’ll see some text saying ‘Sign Up’ under this is a text box where you just need to enter your email address, click ‘Sign Up’, and you’re signed up to our mailing list!
  • How do I unsubscribe from your mailing list?
    At the bottom of our newsletters there is always an unsubscribe link. Just click on this and you will be unsubscribed. You can re-subscribe at any time to receive the latest styles, promotions and competitions straight to your inbox!
  • I've updated my account name, but my billing address name hasn't changed, what do I do?
    When updating your customer name, you'll need to also update your billing address name separately. To do this, simply login to your account and click on the ‘Address Book’ tab to the left. Here, click edit under Billing Address and update your details!