FREQUENTLY ASKED QUESTIONS

• Please Note:

  DUE TO COVID-19, WE ARE EXPERIENCING DELAYS IN DELIVERY TIMES.

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• Delivery Delays

  Due to reductions in air freight capacity, there may be delays on the StarTrack & AusPost parcels network that Australia Post operates around the country, particularly to regional and rural communities.

  Due to Victorian lock downs we are seeing increased delays for deliveries through Victoria. Please allow additional time for deliveries during this time.

  Australia Post is exploring all available transport alternatives and options, and working with the Australian Government, to minimise resulting impacts for customers.

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• A message to The Athlete's Foot community

  ⁠As a business, we’re committed to the health and safety of our community, customers and team – this is our number one focus. It’s why we’re closely monitoring the impact of the current health situation both locally and around the globe.
  
  At this stage some of The Athlete's Foot stores will remain open, and we want to share with you the preventative measures we’re taking. Following the direction of the Australian Government, we have created a safe and clean environment by:⁠⠀

  - Increasing the frequency of cleaning routines in-store⁠
  - Reinforcing best hygiene practice
  - Encouraging the reduction of handling physical cash
  - Ensuring team members who feel unwell stay at home

  The Athlete's Foot online store will also remain open, where you can shop 24/7. 

  STORE CLOSURES

  It saddens us to say, in line with direction from the Australian Government and to ensure the safety of our team and our community, we’re temporarily closing some of our stores, effective Friday 27^th March 2020. 

  We’re closely monitoring the situation and will share further updates as they come. However, our online store is open 24/7! With all online orders, you can authorise for packages to be left at your door to minimise contact. You can review current stores trading here.

  DELIVERY

  As advised by our government, we’re taking the necessary measures to ensure the safety of our teams, customers and community.

  To keep your shoes coming, we will be fulfilling online orders. There may be an increase delivery times by up to 1-3 business days, on top of our standard estimated delivery time. 

  Also, due restrictions in the freight network, there may be further delays to your delivery. 
  
  CUSTOMER EXPERIENCE TEAM

  Our Customer Experience team are still here to help. Monday to Friday via email. Note there may be 1-3 delay in responding to your emails.

  Let’s get through this as one. 

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• Updates to Domestic Delivery Procedures

  Due to the increasing impact of Coronavirus, our delivery carrier StarTrack has made some changes to their delivery processes to ensure the safety of the people and customers.

  The below measures have been implemented to minimise the risk of contracting or spreading Coronavirus. The delivery drivers will ask the following questions if you're at home:

  1. If you’re unwell or have any reason to suspect that you’ve been exposed to someone diagnosed with or suspected to have Coronavirus.
  2. If you’re in self-isolation due to having contact with someone suspected or diagnosed with Coronavirus or have traveled through mainland China, Iran, Italy or Republic of Korea.

  If you answer yes to any of the above, the delivery driver will ask you to stay inside and leave the parcel at the front door for you to collect once they have left the premises.

  We also advise 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.
  
  To also minimise the risk of contracting or spreading coronavirus, all parcels - be it at a Post Office or at a residence - will no longer require a signature for delivery or collection.
  

  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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