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. Please refer to Australia Post for more information.

  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. Australia Post 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.
  

  READ FULL ARTICLE
• What is your latest returns policy?

  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 are unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in 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 Australia Post 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.

  READ FULL ARTICLE
• What is your faulty assessment process?

  We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.
  
  You are welcome to head into your local store and have the item assessed by a store manager. If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Sperry Experts for a faulty assessment.
  
  Alternatively, if you cannot make it to your local store, you may contact our Sperry Experts below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.* 
  
  Please do not send the faulty product back without contacting us first.

  * Proof of purchase is required to initiate a Faulty Assessment. 
  
  *If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

  *If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

  READ FULL ARTICLE
• 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 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 2-3 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.

  Please note: due to the impact of COVID-19, please allow an additional 2-3 business days for returns processing.

  READ FULL ARTICLE
• The item I want is sold out, will there be a restock?

  Yes, we occasionally receive restocks of short-run releases, however, we unfortunately won't be able to inform you if and when, we will be restocking in a specific style. 

  We recommend that you take advantage of our current in-stock range, and keep up to date with new releases and restocks by joining our mailing list. Simply scroll to the bottom of our website and enter your email address. You can also keep watch on our social media channels. 

  Please note: that we don't have a preorder system and are unable to place single unit orders for sold out items. 

   

  Feel free to reach out to our Product team who can help you find something similar! Simply click the 'Contact Us' below. 

  Thanks for showing your interest, we have our fingers crossed for a restock for you in the near future!

   

  READ FULL ARTICLE
• What size should I buy?

  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

   

  WOMENS

  US	UK	EU
  4	1.5	34
  4.5	2	34.5
  5	2.5	35
  5.5	3	35.5
  6	3.5	36
  6.5	4	37
  7	4.5	37.5
  7.5	5	38
  8	5.5	39
  8.5	6	39.5
  9	6.5	40
  9.5	7	40.5
  10	7.5	41
  10.5	8	42
  11	8.5	42.5
  11.5	9	43
  12	9.5	43.5

  READ FULL ARTICLE