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Shipping and Returns

SHIPPING

Here’s all the important shoe shipping information you need to know. 

Before you confirm your order, please double check the shipping details as we are unable to make changes once your order has been processed online.

Dispatch

  • Dispatch refers to when your shoes leave our Distribution Centre.
  • Orders can take between 2–4 business days to be dispatched.
  • Orders are not dispatched over the weekend or on West Australian public holidays.
  • There are times where we may need to source your shoe order from a store which will delay dispatch. In this case our Customer Care team will contact you via email to let you know.
  • You will receive an email at 5pm AWST on the day your order has been dispatched.
  • All orders are dispatched from our Distribution Centre in Perth, WA.

Standard Shipping – $6

Once your order is dispatched, we hand your standard parcel over to Australia Post for delivery.  These are their estimated delivery timeframes:

  • Perth Metro – expect delivery 1-3 business days from dispatch. 
  • All other capital cities – delivery is between 3-5 business days from dispatch.
  • Regional Australia – allow a little longer, 5-7 business days from dispatch.

All orders with Standard shipping are sent via e-Parcel.  Australia Post will require a signature on delivery and will not leave parcels at unattended premises.  If there is no one available to sign for the parcel, a slip will be left at the address and the parcel can be collected at a nearby Post Office.

Registered Customers will receive an Australia Post tracking number with their dispatch email.  This allows you to follow your parcel all the way to your doorstep!

 

Express Shipping - $13

It’s important to note that Express Shipping is not an overnight service.  Once your order is dispatched, we hand your Express Shipping parcel over to Australia Post for delivery.  These are their estimated delivery timeframes:

  • Perth Metro – expect delivery 1-2 business days from dispatch.
  • All other capital cities – delivery is between 2-4 business days from dispatch.
  • Regional Australia – takes a little longer, 4-6 business days from dispatch.

All orders with Express Shipping are sent via e-Parcel.  Australia Post will require a signature on delivery and will not leave parcels at unattended premises.  If there is no one available to sign for the parcel, a slip will be left at the address and the parcel can be collected at a nearby Post Office.

Registered Customers will receive an Australia Post tracking number with their dispatch email.  This allows you to follow your parcel all the way to your doorstep!

 

International Shipping - $30

We currently ship internationally to New Zealand only.

  • All New Zealand – expected delivery 7-10 days from dispatch.

Registered Customers will receive an Australia Post tracking number with their dispatch email.  This allows you to follow your parcel all the way to your doorstep!

Important information about New Zealand customs, duties and taxes
You can find out everything you need to know about New Zealand customs and taxes on the Government website, and below we’ve listed the key points to note.

  • Some New Zealand orders may incur a customs or import duty charge – and charges may occur for orders over NZD$344.These charges will need to be paid by you  on delivery of your order – we are unable to pay these charges on your behalf up front.
  • Orders cannot be returned to sender.  If you do not pay these charges, we cannot  be responsible for any loss of money as a result.
  • We are unable to mark New Zealand orders as a gift.

 

Tracking Parcels

You can track your Standard, Express or International parcels via the Australia Post website.  As a registered customer you will receive a tracking number in your dispatch confirmation email.

If your parcel hasn't arrived in the estimate time period, we recommend checking the Australia Post website to see if delivery of your parcel has been attempted.  Remember, all parcels will require a signature for delivery and your shoes may be at the local post office awaiting collection.

We will help to locate your parcel if you have no luck yourself – please contact our Customer Service team via our Contact Us page.

 

Stock Availability

Our stock levels change frequently and there may be some shoes only available online for a limited time.  If the size you are after is not available online, simply contact our Customer Service team and they will do their best to track the right size down for you.

There may also be times where a shoe purchased via our website is not available in our online warehouse when we come to dispatch.  In this case we will do our best to source the shoe from one of our stores and email you about this within one working day of your order.

 

RETURNS

If you would like to return an item(s) to us, we would be more than happy to offer you an exchange or refund (excluding Shoe Care products). However, we do require the following:

  • The products are unworn/unused and in new condition;
  • Original packaging is in original condition;
  • The products have been in your possession for no longer than 14 days (therefore eliminating any transit time).

We reserve the right to refuse a return if the above has not been adhered to. 

RETURNS FROM AUSTRALIA

If you have purchased your order online, your options for returns are determined by whether you order as a guest customer or a registered customer.

    Guest customer     Registered customer  
Shipping    
Order Tracking  
Returns    
Online exchange  
Online refund
In-store exchange
In-store refund
     

 

ONLINE REFUNDS & EXCHANGES

In partnership with Australia Post we have a set up a free and easy return system for your convenience. 

Click here to begin your returns process.

Please note that shipping via Australia Post can take up to 10 business days to get back to us, depending on where you live.

Should you want to exchange a pair of shoes and can't see the one you want being available online, please contact us to make sure we have the desired shoe in stock.
 
The first return shipping is free. Any additional returns will attract a $9.95 shipping fee. We will process this fee payment over the phone with you or deduct it from outstanding refunds.

IN-STORE REFUNDS & EXCHANGES

If you have purchased your shoes online, you can choose to return or exchange your shoes to any one of our stores (excluding Brand Direct). For exchanges, please contact your local Airflex or Betts store to ensure it has the right shoe available. Please note, not all Betts stores carry the full range of Airflex products and no returns can be processed in Brand Direct stores.
 
Refunds are always performed using the method of payment. If you choose to return the shoes in-store, please make sure you have your credit card that you made the online purchase with and the card holder is present at the time of the return. This will enable the staff member to process the return/exchange for you. You will also need to take a printout of your Order Confirmation which is emailed to you at the time of online purchase, and your Delivery Docket which is included in your package. If you can’t print your Order Confirmation email you must bring along: a form of ID, the Delivery Docket and display their Order Confirmation email on a mobile device.

In-store return & exchange policies apply. All conditions above are in addition to your statutory rights.

RETURNS FROM NEW ZEALAND 

For returns from New Zealand, orders will need to be sent back to the Airflex head office in Perth, Western Australia.

New Zealand exchanges will be charged a re-shipping fee of AU$15.00 to have the new goods shipped back to you. We will send you an invoice prior to shipping the order.

To send your order back to us, simply take the following steps:

  • Fill in the return form that came with your order and include it in the return parcel or shoe box.
  • Bag or box your items with either packaging paper or a shipping bag
  • Address your parcel to:

    Airflex Online Returns
    32 Millrose Drive
    Malaga DC 
    Perth 
    Western Australia
    6090
  • Drop the parcel at your nearest post office. We ask that you cover the cost of the return.
  • Once we have received your return parcel we will be in touch with an update on the return process.

If you would like any assistance with your return, please contact our Customer Service team who would be more than happy to help.