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SHIPPING AND RETURNS

REGISTRATION BENEFITS

BENEFITS OF REGISTERING AS AN ONLINE CUSTOMER

It is important to note that Customers who check out as a Guest do not receive the same benefits as Registered Customers.

    Guest Customer     Registered Customer  
ONLINE ACCOUNT    
Quick checkout process
Exclusive offers, New arrival updates & Newsletters

RETURNS    
Online exchange
Online refund
In-store exchange
In-store refund

SHIPPING

ORDER DISPATCH AND TIMINGS

  • Dispatch refers to when your shoes leave our Distribution Centre.
  • Orders can take between 1 – 4 business days to be processed and dispatched.
  • 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, Western Australia. Please note, orders are not processed or dispatched over the weekend or on National / West Australian public holidays.
  • If the product you ordered is not available at the time of processing, we may need to source the item from a store. This will delay the dispatch of your order. Our Customer Care team will contact you via email to let you know if this is the case with your order.

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 when a shoe purchased via our website is not available in our warehouse when we come to dispatch. In this case we will do our best to source the shoe from one of our stores. We will email you about this within two working days of your order.

STANDARD SHIPPING

Standard Shipping costs are $6.

Once your order is dispatched, your parcel will be collected by Australia Post for delivery. Their estimated delivery timeframes are:

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

You will receive an Australia Post Tracking Number with their dispatch email. This will allow you to track and trace the status of your delivery at any time.

 

EXPRESS SHIPPING

Express Shipping costs are $13.

It is important to note that Express Shipping is not an overnight service. Once your order is dispatched, your parcel will be collected by Australia Post for delivery. Their estimated delivery timeframes are:

  • Perth Metro – expect delivery 1-2 business days from dispatch.
  • All other capital cities – expect delivery between 2-4 business days from dispatch.
  • Regional Australia – takes a little longer, expect delivery 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 Delivery slip will be left at the address and the parcel can be collected at the specified Post Office.

You will receive an Australia Post Tracking Number with their dispatch email. This will allow you to track and trace the status of your delivery at any time.

 

INTERNATIONAL SHIPPING

International Shipping costs are $30.

We currently only ship internationally to New Zealand.

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

You will receive an Australia Post Tracking Number with their dispatch email. This will allow you to track and trace the status of your delivery at any time.

Important information about New Zealand customs, duties and taxes.

We have listed the key points about New Zealand customs and taxes below:

  • Some New Zealand orders may incur a customs or import duty charge.
  • 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.
  • We are unable to mark New Zealand orders as a gift.

You can find out everything you need to know about New Zealand customs and taxes on the Government website.

For more information about New Zealand Returns click here.

 

TRACKING PARCELS

You will receive an Australia Post Tracking Number in your dispatch confirmation email.

You can track your Standard, Express or International parcels via the Australia Post website.

If your parcel hasn't arrived within the estimated time period, we recommend contacting Australia Post or checking the Australia Post website to see if delivery of your parcel has been attempted.

Remember, all parcels will require a signature for delivery.

If you need help locating your parcel, please contact our Customer Service team via our Contact Us page.

 

RETURNS

Returns or exchanges of all Australian online purchases can be posted back to our head office in Perth, Western Australia using our Free Postage Returns System.

Alternatively you can exchange your shoes at your nearest Airflex store (excluding Brand Direct).

Find out more about exchanging your shoes in-store here.

Our policy for exchanges or refunds includes the following conditions:

  • The product is unworn and unused in their original condition.
  • Product is returned in original packaging.
  • The delivery docket is filled out with your return details.
  • The products must be returned within 14 days of receiving your parcel.
  • We do not offer exchanges on Shoe Care items, Jewellery or Accessories.

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

It is important to note that Customers who have checked out as a Guest will not be eligible for an exchange, refund is the only option. Find out the other benefits of Registering as a Customer here.

Should you want to exchange a pair of shoes and can't see the pair you want available online, please contact us to make sure we have the shoe you want 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.

 

POSTING YOUR RETURN

To send your order back to us – and take advantage of the free postage - simply follow these steps:

1. 
COMPLETE RETURN FORM Fill in the Return Form on the back of the Delivery Docket that came with your order and include it in the return parcel or shoe box. The Return form must be filled out to be eligible for an exchange or refund.
2.  
PACK YOUR SHOES Bag or box your items in their original packaging in a shipping bag.
3. 
CREATE POSTAGE LABEL

We offer Free Postage Return System with Australia Post. Once you have set up your Australia Post account, you will be able to create a Returns Label. This will enable you to receive free return postage and track your parcel back to us.

Click here to create your Returns Label.

Please note that shipping via Australia Post can take up to 10 business days to be returned to us.

4.   PARCEL TRACKING NUMBER Make a note of your Parcel Tracking Number. You will be able to track your Return parcel online with this number.
 5.  POST YOUR PARCEL With the Returns Label attached, drop the parcel at your nearest post office.

 

IN-STORE EXCHANGES

If you have purchased your shoes online, you can choose to exchange your shoes at any one of our stores (excluding Brand Direct stores).

To receive an exchange at your local store you will need:

  • Your Delivery Docket that came with your order.
  • Your Order Confirmation: this is emailed to you at the time of online purchase. You can print this out or show it on your mobile device.
  • If you display your Order Confirmation on your mobile device, you will need to show identification confirming your Name and Address.

If you would like a refund please see the above instructions on how to post your order back to us for free.


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.

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

1.

COMPLETE RETURN FORM Fill in the Return Form that came with your order and include it in the return parcel or shoe box. The Return Form is on the back of your Delivery Docket.
2.  
PACK YOUR SHOES Bag or box your items with either packaging paper or a shipping bag.
 3. 
POST YOUR PARCEL

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.

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