Online Order Enquiries
If you have any questions about your online order that is not answered in our FAQ section then please use the form below. Make sure you select the relevant option in 'Nature of Enquiry' and provide your order number (if applicable).
Want to get in contact with one of our stores? You’ll find all our store information here
Customer Care Hours
Monday – Friday 9am-5pm EDST
We aim to respond to you within 48 hours, but during busy periods there may be a delay. If your enquiry is urgent please contact us on 03 8878 3020.
I’ve just placed an order, can I change it?
We pack and process our orders as quick as possible, so if your order hasn’t been shipped and you need to amend either the item or the address, feel free to submit an email request below. When your order arrives you may notice that you have the original details on the invoice but don’t worry, your amended order will be there.
How do I track my order?
Once your order has been dispatched you’ll receive an email confirmation from StarTrack with your StarTrack tracking number. You can then track your order on STARTRACK.COM.AU. Please note, the tracking will not start straight away – please allow a few hours to process.
You can track your shipment at STARTRACK.COM.AU.
How do I return my order?
We want you to be 100% satisfied with your purchase. If for some reason you change your mind, we will happily refund the product purchase price of any unworn merchandise so long as you return it with a copy of your receipt in the original packaging and in perfect condition.
You can return your item in 2 ways: by ParcelPoint or via the Post Office. Find out more information about the returns process HERE
What if I want to exchange my order?
If you’d prefer to exchange your item for a different style or size, you can do so as long as the value of the new item is the same or less value. We’ll even cover the cost to send the exchanged item back to you.
If you do want to exchange faster, we recommend placing a new order and sending the original item back for a refund.
To ensure a faster returns process, we offer refund only for New Zealand shoppers. Should you wish to change your item(s), you should place a new order and send the original item back for a refund.
How do I make sure I am selecting the right size?
We know how hard it is to purchase sneakers online, and we want to ensure you select the correct size for you. You can view the size chart on any product page using the Size Chart Button.
There are several characteristics that impact how a shoe fits, including the width of your foot, arch length and instep. Our size charts are meant to guide you towards the best option but should be treated as an approximation only.
You can also submit an email request below and our helpful customer service team will provide further assistance.