FREQUENTLY ASKED QUESTIONS

• How long does delivery take?

  Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.

  Just placed an order? Here's when to expect your delivery:

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $100	ORDER UNDER $100
  Australian Metropolitan Areas	1-3 Business Days	FREE	$10
  Australian Rural Areas	4-7 Business Days	FREE	$10

  Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 

  Important to note:
  1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

  2. Delivery services do not run on National or State Public Holidays. 

  3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Sperry.

  4. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.
  
  Need help tracking your order? Click here.
  

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• How do I track my order?

  If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched.

  You can check out our Delivery Timeframes to help you estimate the arrival of your order.

  
  Tracking Notification 

  Your tracking number will be sent with the subject "Sperry Australia Shipment # for Order # SPE00000000".
  
  

  Your tracking email will look like this:
  
  

  

   

  

   

   

  Tracking your order:

  1. You can log in to your account and select the 'Track my Order' tab on the left-hand side
  2. Click on the Tracking link in your email notification or copy the Tracking Number at the bottom of your email and track online at StarTrack.
     
     Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

  If you haven't received your order by the estimated delivery date, contact the Sperry Experts below and we'll help track it down.

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• What is your latest returns policy?

  Extended 60-Day Returns: Any purchases made between 15/11/21 and 31/12/21 will have up to 60 days to return. Click here for more info. 

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
  

  3 simple conditions for a successful return:

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in their original condition

  Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. *

  *We reserve the right to reject any returns that do not meet these requirements.

  Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.

  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.
  
  

  How is the refund processed? 

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

   

  Faulty items
  If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. 
  

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

  Third-Party & International Purchases

  Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Sperry Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

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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.

  Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements if you need to return them.

  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. You will be emailed a return label.
  4. Print the provided address label. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. 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.

  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.

  Shoes must be returned in their original, undamaged shoebox.

  If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

  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.

  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 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 2-3 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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• What is your men's size guide?
  

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

  Use our size guide below to find your ideal size. 

  MENS

  US	UK	EU
  4	3	36
  4.5	3.5	36.5
  5	4	37
  5.5	4.5	37.5
  6	5	38
  6.5	5.5	38.5
  7	6	39.5
  7.5	6.5	40
  8	7	40.5
  8.5	7.5	41.5
  9	8	42
  9.5	8.5	42.5
  10	9	43
  10.5	9.5	44
  11	10	44.5
  11.5	10.5	45
  12	11	45.5
  12.5	11.5	46.5
  13	12	47
  13.5	12.5	48
  14	13	48.5
  14.5	13.5	49
  15	14	49.5
  15.5	14.5	50
  16	15	50.5
  16.5	15.5	51
  17	16	51.5
  18	17	52.5

  
  
  

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