Can't find the answer to your question here? Contact our Customer Service team and they'll be more than happy to help!
- THE SHOES I WANT ARE NOT AVAILABLE IN MY SIZE ONLINE. WHAT SHOULD I DO NOW?
It is possible that one of our retail stores may have the size you are after. Please contact us and we will do our very best to try and find the right size for you!
- HOW DO I CANCEL MY ORDER?
Please contact our Customer Service team on 1300 MY SHOE (69 7463) as soon as possible as all orders are dispatched the next day.
- WHAT PAYMENT METHODS CAN I USE TO MAKE A PURCHASE ONLINE?
We accept VISA, Mastercard and American Express as payment methods in our online store.
- 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 and click ‘apply voucher’. This will then adjust the price of your products accordingly before you proceed to payment.
- 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.
- HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
We aim to get your order to you as soon as possible. For an overview of estimated delivery times, simply visit our Shipping & Returns page.
- HOW DO I TRACK MY ORDER?
Tracking your order couldn't be easier! All you need to do is sign in to your Online Account and you'll be able to see the status of your order there.
Once your parcel leaves our warehouse, you will be sent a dispatch confirmation email which will include an Australia Post tracking number. This tracking number will also be available in your Online Account.
SHIPPING AND DELIVERY
- MY SHOES ARE THE WRONG SIZE, WHAT ARE MY OPTIONS?
You can either exchange the shoes for another size, or you can get a full refund. Simply return your unworn shoes in store or via Australia Post within 14 days after receiving the shoes and we will gladly refund or exchange them for you. For all online purchases, the 14 day limit only applies to the days in which the shoes were in your possession, therefore eliminating any transit time.
- 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 an Airflex Store Manager or the Customer Service team. We recommend that you either take the product into your nearest store, or alternatively you can email photos to our Customer Service team. Once assessed, we will be able to help resolve the issue quickly and advise you of the next steps.
Refunds generally exclude shipping cost. If for some reason 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.
- HOW DO I RETURN MY GOODS TO YOU?
You can either visit your nearest Airflex store, or you can send them back to our online store. Please visit our Shipping and Returns page for all the information on how to send your shoes back to us.
- I PURCHASED SOME SHOES IN AN AIRFLEX RETAIL STORE, CAN I RETURN THEM ONLINE?
Unfortunately, Airflex Online cannot exchange or refund shoes that have been purchased in one of our physical stores.
- WHAT HAPPENS IF THE PRICE OF THE SHOE CHANGES BY THE TIME THE EXCHANGE/REFUND IS BEING PROCESSED?
If you are exchanging for a different size or colour of the same style, the exchanged shoe will not attract additional charges or refunds. If however you change your mind on the style we will have to treat it as a change of mind and will refund or charge any difference in price.
EXCHANGES AND RETURNS
- I NEED SOME HELP PLACING MY ORDER - WHAT SHOULD I DO?
Our Customer Service team are more than happy to help you. Give us a call on 1300 MY SHOE (69 7463) or send us an email via our Contact Us page.
- IS THE AIRFLEX ONLINE STORE A SECURE SHOPPING SITE?
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.
- HOW DO I CREATE AN ACCOUNT?
To create an account with Airflex, simply click ‘Login’ 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.
- 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!
Below is an overview of the benefits you receive as a registered customer compared to a guest:
Guest customer Registered customer Online account Quick checkout process ✓ Exclusive offers, product updates & newsletters ✓ Shipping Order Tracking ✓ Returns Online exchange ✓ Online refund ✓ ✓ In-store exchange ✓ ✓ In-store refund ✓ ✓
- 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 on the left. Here, click edit under Billing Address and update your details!
- I’M NOT SURE WHAT MY SHOE SIZE IS. DO YOU HAVE A SIZING CHART?
We certainly do! All you need to do is visit our Sizing Guide page and it will give you all the information you need. Don’t forget, if you do happen to order the wrong size, we will exchange it for free (Australian orders only).
- I WANT TO VISIT ONE OF YOUR STORES - HOW DO I FIND MY NEAREST ONE?
To find the nearest Airflex store to you, simply visit our Store Locator , enter your postcode, and it will bring up all the stores near you.
- HOW DO I WRITE A REVIEW FOR A PAIR OF SHOES?
Leaving a review for a pair of shoes is really easy! Firstly you need to locate the shoe in our online store. Once you’ve found it, click to view the product page. Scroll down to the bottom of the page and you will see the section titled ‘What do you think’. Here you can review and leave a comment about the shoe.
- WHY IS MY REVIEW NOT APPEARING STRAIGHT AWAY?
All reviews need to be approved before appearing on the Airflex website to ensure there is no inappropriate or offensive material posted. This process should only take 1-2 days.
- HOW DO I SUBSCRIBE TO YOUR MAILING LIST?
We’d love for you to join our mailing list! At the very bottom of every page on our website (including this one), you’ll see some text saying ‘Sign up for the latest!’ Next to this is a text box where you just need to enter your email address, click ‘Go’, and you’re signed up!
- HOW DO I UNSUBSCRIBE FROM YOUR MAILING LIST?
At the bottom of all our newsletters there is 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!
- HOW CAN I APPLY FOR A JOB AT AIRFLEX?
To apply for a job at Airflex, simply visit our Careers page and to see our current opportunities. You can also express your interent and leave your resume with us for any suitable positions that may arise in the future.