Frequently Asked Questions





Placing an order BACK TO TOP
Is it safe to shop with you?

Yes, it is extremely safe.  When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) 256 bit encryption technology and processed directly through a secure NAB payment gateway.  Your credit card details are never stored on our site.  If you are still unsure about sending your credit card details over the internet then we suggest you use one of our alternative payment methods, like PayPal.
We also utilise NAB Transact Risk Management tools in an effort to combat potentially fraudulent eCommerce transactions before they occur.


What payment options can I use?

We accept the following credit cards:

  • Credit cards (American Express, Visa, Mastercard, China Union)
  • PayPal
  • Store credit
  • e-Gift cards 

How do I pay using my E-Gift Card?

Your E-Gift card is only available for use on the Converse.com.au website, and not available to use in-store. To redeem your gift card, enter the gift card number in the voucher code panel in your shopping cart.


How do I check the balance of my E-Gift Card?

You can check your balance by clicking here

A gift card balance may be viewed with a valid Gift Card number and PIN.

Any unused balance will be kept in the recipient’s Gift Card account and is not transferrable.


How do I pay using store credit?

Your store credit will automatically apply to your next purchase once you are logged into your account. It will be ready for use upon checkout, and can be viewed in the My Account section. 


I have a promotional code; how do I use it?

When you are ready to checkout, simply add the promotional code into the box in your shopping bag. If the code is valid, the relevant discount will be applied to your order. 


What if my promotional code isn’t working?

If for some reason your promotional code isn’t working on the website, then be sure to check if the product meets the terms & conditions listed on the offer. This may include:

  • Minimum spend amount
  • Expiry date
  • Product exclusions

 If you’re still having trouble with the promotional code, then contact us

 


How can I check the status of my order?

If you are registered at Converse.com.au, you can obtain updates on your order by logging in to your account here. You can also check the status here: simply visit the ORDERS / RETURNS page. If you’re having trouble, call our customer service team on (03) 8878 3020 during normal business hours, Monday to Friday.


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 contact us as soon as possible. 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.


Can I cancel my order once it’s placed?

If for any reason you need to cancel your order, please contact us as soon as possible and we’ll try and accommodate your request. If the item has already been dispatched, you can easily return your order within 30 days. 


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.


I am ordering from New Zealand. Am I charged GST?

We do not charge Australian GST on New Zealand orders.  If you are shopping in $NZD mode, the prices displayed are exclusive of Australian GST.


I am shopping in $NZD mode, will I be charged in $NZD?

No, we only charge in $AUD regardless of which currency mode you are in.  If you are shopping in $NZD mode, you will be able to see the AUD charge on the product page (just below the main price).  You will also see this when viewing your cart and in the checkout. 


I am shopping from New Zealand, can I send my items to Australia?

Yes, you can select an Australian shipping address when you are checking out.  Please note that if you do nominate an Australian address for shipping then GST will be applied to the price at Step 3 of Checkout.


How are the $NZD prices determined?

We use WebserviceX to fetch the latest NZ exchange rates but these rates fluctuate so the actual cost may vary.  You will be charged in $AUD.




Delivery BACK TO TOP
Where do you deliver to?

We currently only deliver to Australia and New Zealand.

If you are located outside of Australia & New Zealand and wish to place an order, please visit one of our international sites below:


How much does it cost for delivery?

Australian orders of $75 and over are shipped free of charge. For all other orders there is a $10 delivery charge.

New Zealand orders of AUD$90 and over are shipped free of charge. For all other order there is a AUD$10 delivery charge.

Important note for NZ customers: Orders may be subject to customs charge including duty, GST and custom processing charges and StarTrack processing charges. Please refer to www.customs.govt.nz for more information.


How do you calculate free delivery for NZ purchases?

NZ customers get free delivery on orders over AUD$90.  This is calculated based on the AUD product price less GST (because we don’t charge NZ customers GST).  So when you are viewing a product in NZD mode, you will notice the AUD price (ex gst) shown underneath the main NZD price.  If this shows AUD$90 or more, then you will qualify for free delivery to NZ.


What are the NZ Customs and Duty fees I may incur?

Orders which are equivalent to NZ$200 shipped to New Zealand may be subject to custom charges including duties, GST and DHL processing charges by the NZ Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorised service provider.

 

Conquest Sports (Aust) Pty Ltd is not responsible for and will not reimburse any of these charge and duties. There are limited times and scenarios when only the duty and GST can be refunded to you by the NZ Customs Service. Find out more here: http://www.customs.govt.nz

 

Alternatively, you could place multiple orders of a lower value on different days to avoid these custom and duty fees.


How long will it take for my order to be delivered?

Delivery times vary depending on location:

Australia: Orders are shipped using StarTrack, and are typically delivered the next working day (metro regions). For regional areas please allow an additional 2-3 days.

New Zealand: Orders are shipped using StarTrack, and are typically delivered within 3 working days (metro regions). For regional areas please allow an additional 2-3 days.
Please note we currently do not deliver to PO boxes in New Zealand.


Do I need to be at the nominated address to accept delivery?

To ensure you receive your order as swiftly as possible, we advise that you select a delivery address where you will be during normal business hours of 9am to 5pm, Monday to Friday.  In the event you are not at the listed address to accept delivery, a card will be left in your mailbox and the order taken back to the depot.

During checkout we do have an 'authority to leave' option.  You can choose this option if you wish for the goods to be left at the address even if you are not there, but please note we are not liable for lost or stolen goods if this option is selected.




Returns BACK TO TOP
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 and a copy of your receipt in the original packaging and in perfect condition. Orders must simply be returned within 30 days of the original order date.

 

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.


Can I return sale items?

Yes, sale items are covered in Converse.com.au returns policy just like any other item. 


Can I request a store credit instead of a refund?

Yes, we also offer store credit as a refund option if you have a Converse.com.au Account. When you opt fo store credit this credit will be available online in your account once the return has been received and processed. This will be ready for use upon checkout, and can be viewed in the My Account section of Your Account. Please note that purchases made with store credit will be treated as new orders and will therefore be subject to the standard shipping rules and costs. 


Do I have to pay to return my order?

Customers are responsible for covering the cost of posting their order back to Converse, unless the item is faulty or we’ve sent the wrong item. If this is the case, then contact us and we will supply you with free post details.    

You can now pre-pay you returns via ParcelPoint online. Click here to view the returns process. 


Can I return my order back to one of the Converse stores?

We currently do not accept online returns in our Converse stores.


I have sent my return back to you, have you received it?

Returns usually take 2 to 3 days to process in the warehouse, once received. When it’s been processed we’ll send you an email notification.

If you have sent your order via ParcelPoint or the PostOffice you will have been provided with a tracking number.

You can track your return here for ParcelPoint and here for Post Office.


How long does it take for my refund to be processed?

Please allow up to 2 weeks for your return to be received, processed and appear on your credit card statement. This may vary during peak times.


What if my product is faulty?

If you believe your item is faulty we will happily refund or exchange the item for you. 

Please contact us prior to returning your order and we’ll help you out. 


What is your returns policy?

Items need to be returned within 30 days from your original order date. Returned items must be unworn and in the original packaging. 




My Account BACK TO TOP
Do I need to create an account to place an order?

Once you are ready to complete your order, you have the option to checkout as a guest or create an account. Creating an account allows you to save your details for future orders, making future purchases quick & easy. You can also subscribe to our emails, to get the latest news and offers from us.  


How do I reset my password?

To reset your password, click the Forgot Password link on the Log In / Sign Up page and follow the prompts.  You will receive an email notification at the account's registered email address with new password details.


How do I update my details?

Simply log into your Converse accountand click edit on the relevant section you would like to amend. 


How do I unsubscribe from the emails?

If you no longer want to receive emails from Converse Australia, simply log into your account and click edit under newsletters. You can then untick the box and save your preference.  Alternatively, you can click the unsubscribe link at the bottom of the emails and follow the prompts. 




Products BACK TO TOP
The product I wanted is now out of stock, will you be getting more in?

Occasionally our most popular items will go out of stock but if they are part of our core range they will come back in stock, so check back in regularly.


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 contact our helpful customer service team if you need further assistance. 


Can I customise my sneakers just like the US store?

Unfortunately, we do not offer customised sneakers. 


How do I clean my Converse sneakers?

Caution: When attempting to clean your Converse sneakers, please test the cleaning process on a section of the sneaker which is not visible, such as the outer edges of the tongue. This is to ensure that the mild soap used does not affect the colour or material.

Canvas: Using a damp cloth, rub gently with lukewarm water and mild soap. DO NOT MACHINE WASH OR DRY.

Leather/Synthetic: Using a damp cloth, rub gently with lukewarm water and mild soap. DO NOT MACHINE WASH OR DRY.

Suede: Brush away dirt with a suede brush, when dry. DO NOT USE WATER. DO NOT MACHINE DRY.

Drying: Dry at room temperature, stuff with paper to help maintain their shape. Change paper occasionally throughout drying process. To prolong the life, DO NOT APPLY direct heat.