FREQUENTLY ASKED QUESTIONS

• What is your latest returns policy?

  For orders placed after the 4th of August 2020, our returns policy has been extended to 60 days.

  We want you to be completely satisfied with our products and we will gladly accept returns within 60 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
  
  Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.

  Cost of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
  
  All online returns must be lodged through our Returns portal here. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

  3 simple conditions for a successful return:

  • Item(s) were purchased in the last 60 days and proof of purchase can be provided.
  • Item(s) must are unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition

  Please note that all online returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *
  
  *We reserve the right to reject any returns that do not meet these requirements.
  
  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  Upon receipt, a returned item will be processed by our returns warehouse within 2-5 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

  Faulty items
  
  If you believe your online purchase arrived with a manufacturing fault, please contact our Customer Experience team below. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

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• How do I book a return?

  You can return any item to our online store, just be sure to meet our Returns Policy.

  Online Returns Instructions

  1. Log in to your Account to book your return. If you checked out as a guest, use our Guest Returns Form.
  2. Pop in your order number and the email address used for placing the order. Click 'Start Return'.
  3. Complete the prompted steps to select the items for return and reason.
  4. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
  5. Pack your return in another carton or satchel to protect the original packaging.
  6. Take your package to your closest post office to pay for and drop off the parcel.

  Cost of Returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

  
  Please note: We reserve the right to reject any returns that do not meet these requirements.
  All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

  What's next?
  
  

  Please allow time for your return to reach our fulfilment centre. This time may vary depending on your location. We recommend holding onto your Australia Post return tracking number so you can track when it reaches us.

  If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-5 working days to process.

  Once processed, it can take anywhere between 2-5 business days for your refund to show up, depending on your financial institution.

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• Can I exchange for a different size?

  Unfortunately, we are unable to facilitate exchanges online.

  If your shoes meet our Returns Policy, we recommend returning your shoes online and repurchasing the correct size. 

  If you would like assistance determining which size you should purchase, our Sperry Experts are available to help. Give them a call on 0800 753 243 and press 1. 

   

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• How to place an order online

  Placing an online order is easy! Follow our easy step by step guide below.

  Would you prefer to speak to someone instead? Give our Sperry Experts a call on 1300 851 632.

  They'll be able to help you with your size and securely place an order for you!
  
  If you prefer not to call, hit up our Sperry Experts via our live chat channel.
  
  

  HOW TO PLACE AN ONLINE ORDER

  Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.

   

  

   

  Step 2: Select the style you wish to purchase.
  
  

  

   

  Clicking into the style, you'll be able to view a description of the shoe and product details 
  
  

  

  Interested in this item?  Select a size and click on "Add To Cart".
  
  Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!
  
  

  You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
  
  "View Cart" - If you need to make any edits to the current items in your cart
  "Checkout" - You're happy with your selection, then proceed to checkout.

  
  Step 3: Complete the order
  
  

  We accept all secure payment methods! Click here for more information.
  
  Note: At the cart, you'll also be able to enter in your discount code if you have one.
  
  
  You'll be asked to either:

  • Checkout as a guest
  • Log into your existing account OR
  • Create an account with us.

  
  
  Follow the prompts and fill out all the required fields.

  Once done, the last step is to review your details to make sure they're correct. 
  
  Press "Place Order". You're done!

  Having difficulties placing your order? No worries! Our Sperry Experts are available to help over the phone on 1300 851 632.
  
  Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
  
  Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
  
  Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.

   

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• How do I know what size I should be wearing?

  All sizes listed on the Sperry Australia website are in US sizes.

  Good to know: AU sizing is the equivalent to US sizing. E.g. a men's AU 7 is the same as a US 7.
  
  You can also check out our size guide here.

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