FREQUENTLY ASKED QUESTIONS

• Updates to Domestic Delivery Procedures

  Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.
  
  To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:

  • If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
    
    
  • Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
    
    
  • Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.

  If you have any questions, feel free to reach out to our Customer Experience team below.

  For any further updates, please visit the Australia Post website for more information.

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• Delivery Information

  We aim to deliver your order within 2-5 business days almost anywhere in Australia.

  Orders placed after 2 pm AEST or on weekends will be dispatched the following business day.

  The delivery times below are estimates and can vary depending on stock availability and your location.
  

  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

  Having difficulties? If you haven't received your order by the estimated delivery date, contact the Customer Experience team below and we'll help track it down.

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• I missed my delivery?

  We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely. 

  If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

  We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.

  If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.

  Alternatively, you can reach out to the Customer Experience team below and we’ll be able to assist you.  

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• I’m missing part of my order?

  Only received part of your order? We really don't want you to miss out on anything that you have ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order.
  
  Rest assured, in the case that your order is dispatched from more than one warehouse, you will, of course, receive corresponding tracking numbers. 

  Having difficulties? If you haven't received your order by the estimated delivery date, contact our Customer Experience team below and we’ll help you track it down. 

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• What is your latest returns policy?

  Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens.

  We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
  
  If you made a purchase in a store, you MUST return your item to a store location. We are unable to accept in-store returns to our online warehouse. 

  If you made a purchase online through our website, you can ONLY return your items back to our online warehouse and from there you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item.

  3 simple conditions for a successful return:

  • Item(s) were purchased in the last 90 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

  Upon receipt, a returned item will be processed by our returns warehouse within 2-3 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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