FREQUENTLY ASKED QUESTIONS

• Extended returns:

  Purchases made from 25th November 2020 to 31st December 2020 will have 60 days to return

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• What is your latest returns policy?

  For purchases made from 25th November 2020 to 31st December 2020, we have extended our returns period to 60 days provided all other return conditions are met.

  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

  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.

  
  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.
  
  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 Sperry Experts 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. 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.

  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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• How do I know what size to buy?

  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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