FREQUENTLY ASKED QUESTIONS

• Please Note:

  Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.

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• COVID-19 Information - Online & In-store

  ACT Update 22/10/21: Our stores are open following Government directives. 

  TAS Update 19/10/21: Our stores are open following Government directives. 

  NSW Update 11/10/21: Our stores are open following Government directives.

  VIC Update:

  • Our Metro stores are temporarily closed following Government directives.
  • Our Regional stores are open for trade with safety protocols in place to comply with Government directives. Our Ballarat & Geelong stores are open for trade. Click here for more information.

  Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

   

  Delivery

  We're still delivering. We’ve made the necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.

   

  Returns & Exchanges

  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed. We will waive the returns period once our stores reopen.

  Please note: Stores that are currently in lockdown and only operating for Click & Collect orders are unable to accept returns or exchanges in store. Please visit us in-store when we reopen, or head to our online returns portal for a refund. 

   

  COVID SAFE PLAN

  We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.

  1. Entry only allowed for fully vaccinated customers with an approved COVID-19 vaccine (NSW only at this stage)

  Persons aged 16 years and over will only be permitted to enter our stores if they are fully vaccinated or have a medical exemption. You will be required to show proof of COVID-19 vaccination upon entry. There are several options to access and show proof of COVID-19 vaccination, including:

  •  COVID-19 Digital Certificate: this can be accessed through the Express Medicare mobile app or Medicare online account through myGov. The COVID-19 digital certificate can be added to a smartphone wallet or similar for ease of access
  • A printed version of the COVID-19 digital certificate or immunisation history statement (also available through myGov)
  • COVID-19 digital certificates can also be added to a Service NSW app and shared as part of a QR check-in. Visit nsw.gov.au for detail.

  For people without a Medicare Card:

  • Call the Australian Immunisation Register on 1800 653 809 and ask for an immunisation history statement to be posted. It can take up to 14 days to arrive
  • Add a COVID-19 digital certificate to a smartphone wallet or similar using the Individual Healthcare Identifiers service (IHI service) through myGov
  • An immunisation history statement can be accessed from My Health Record. Visit Services Australia for instructions.

  For people without a smartphone or online access:
  A COVID-19 digital certificate or immunisation history statement can be accessed via myGov to download and print. Alternatively, call the Australian Immunisation Register to request a copy in the post.

  
  For people with a medical exemption:
  If you have a medical reason for not receiving the COVID-19 vaccination, speak to your medical practitioner about getting your medical contraindication added to your immunisation history.

  You can read more about the vaccination policy at the NSW Government website here.

  Penalties may apply for making or presenting a fake form of proof of vaccination. We also reserve the right to refuse entry for those who don’t follow government guidelines.

  2. Mandatory QR code check-in

  Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au).

  3. Mandatory face coverings in-store 

  Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).

  4. Introduce a limit to the number of customers in-store at any given time

  Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in

  5. Click & Collect

  We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures.
  

  Please see below for your state's Click & Collect service: 

  State	Click & Collect Service
  NSW	Click & Collect
  ACT	Click & Collect
  QLD	Click & Collect
  SA	Click & Collect
  TAS	Click & Collect
  VIC	Metro: Contactless Click & Collect* Regional: Standard Click & Collect
  WA	Click & Collect

  *Please note, there are radius restrictions in place for some States. Please check for your nearest store before placing a Click & Collect order.

  6. Maintain 1.5 metres apart from each other where possible

  Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.

  7. Use EFTPOS/Paywave/Tap n Go services available

  We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

  8. Use a sanitisation station upon entering the store

  A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.

  9. Regular cleaning routines throughout the entire store

  We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.

  10. Remove and put on your own footwear

  Our team will still be available to assist you with any sizing questions you may have, however they will maintain a 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.

  11. Training for team members on social distancing and additional hygiene measures

  All team members will be required to complete ongoing training courses.

  
  Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.

  We hope to see you in-store or online soon.

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• How long will 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.

  The Athlete's Foot ships all orders via StarTrack premium freight. Once your order has been collected by StarTrack we aim to deliver within 1-3 business days for Metro orders and 4-7 business days for Rural orders made before 11 am Mon-Fri.

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• What is your latest Returns & Exchanges Policy for online purchases?

  Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  We’re not happy until you’re 100% satisfied with the fit of your new shoes. So, if they’re anything short of perfect, simply send them back or, better still, return them to any one of over 130 The Athlete’s Foot store nationwide and receive a free personalised fitting from one of our qualified Fit Technicians.

  Returns are accepted within 30 days of ordering, provided they are returned in original condition.
  
  

  3 Simple Conditions For A Successful Return

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 days and proof of purchase can be provided.	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached	Item(s) are in original packaging or shoe box in their original condition*

  Important to note:

  1. *Shoes must be returned in their original, undamaged shoe box. No returns labels or barcodes can be secured directly to the box. Please note that 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.
  2. Online returns must be sent from your local post office. We do not accept direct returns to the warehouse.
  3. A refund will not be processed if the goods are not received or the returned goods do not comply with the above conditions.
     

  Exchanges

  All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund.
  Alternatively, you can visit our store for an exchange, provided you have met our return conditions.
  
  

  Return Instructions

  Returning Online:

  • Visit our Online Returns Portal and enter your order number & email address used on the order.
  • Pack your items in the original shoe box & place them inside a secure satchel or bag. Please note all shoes returned must be in original condition, unworn and undamaged. The shoe box must also be in its original condition, not damaged or marked. If your order is delivered in multiple parcels, please process your return only when all items have been received. One free return parcel is valid per order.
  • Download and print your return label, attach the label to a satchel or bag.
  • Drop off your parcel at any Australia Post office or Post Box
  • We can only facilitate a refund for returns posted back (no exchanges)
  • Ensure the shoe box has no labels or sticky tape attached. Any returns in this condition will be rejected and returned to you.

   

  Returning In-store:

  • Return your purchase to any of our The Athlete's Foot retail stores. A full list of operating stores can be found here (store trading hours may be reduced for states that are in lockdown). Proof of purchase such as tax invoice or online email order confirmation must be presented at the time of your return in-store.
  • In-store they can provide an exchange for a currently stocked item or a refund.
  • All shoes returned must be in original condition, unworn and undamaged. The shoe box must also be in its original condition, not damaged or marked.

   

  Refunds:

  Please note: Due to the impact of COVID-19 on shipping, your return may take up to 4+ weeks to get back to us. 

  Refunds will automatically go back onto the original payment method, no funds will be handled in-store. Please allow up to 5 business days for funds to clear into your account.

  If a MyFit $30.00 Rewards voucher or a Gift Card is used for any part of the payment, the Customer Experience Team will reach out once the refund has been finalised and provide a replacement voucher/gift card.

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• How can I organise an online return?
  UPDATE: Due to the impact of COVID-19 on shipping, your return may take up to 4+ weeks to get back to us. Once we receive your returned order, please allow up to 5-7 business days for us to process your return. 
   
  We hope you love your new fit gear, but if the fit is not right, we offer free returns within 30 days of purchase for a refund. Please check out our Returns Policy before lodging a return.
  
  

  Returning Online:

  • Visit our Online Returns Portal and enter your order number & email address used on the order.
  • Pack your items in the original shoe box & place them inside a secure satchel or bag. Please note all shoes returned must be in original condition, unworn and undamaged. The shoe box must also be in its original condition, not damaged or marked. If your order is delivered in multiple parcels, please process your return only when all items have been received. One free return parcel is valid per order.
  • Download and print your return label, attach the label to a satchel or bag.
  • Drop off your parcel at any Australia Post office or Post Box
  • We can only facilitate a refund for returns posted back (no exchanges)
  • Ensure the shoe box has no labels or sticky tape attached. Any returns in this condition will be rejected and returned to you.

  Important: Our Online Returns Portal excludes the GST paid for the item. Once we have received your return, provided the item is in original condition and packaging, we will process a full refund for the product (including the GST paid) via your original payment method. 

   

  Please note:
  • All items will be inspected on return and it remains at the discretion of The Athlete’s Foot whether the item will be accepted for a refund based on quality control. When trying on clothing, please refrain from doing so whilst wearing makeup, fake tan or deodorant as this may mark the clothing.
  • Follow the instructions above to get your return back to us. Note we are currently only accepting clothing returns back via Australia Post.
  • All clothing must be returned in its original packaging and condition, unworn and with all tags attached. Please note we do not accept clothing & accessories returns at The Athlete’s Foot stores.
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• What is your latest Returns & Exchanges Policy for in-store purchases?

  Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  If, for any reason you are unhappy with your purchase, we will happily provide you with an exchange or refund within 30 days of purchase with appropriate proof of purchase.

  
  3 Simple Conditions For A Successful Return

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 days and proof of purchase can be provided.*	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached*	Item(s) are in original packaging or shoe box in their original condition*

  Important To Note

  1. *Shoes must be returned in their original, undamaged shoe box. No returns labels or barcodes can be secured directly to the box.
  2. A refund will not be processed if the goods are not received or the returned goods do not comply with the above conditions.

  In-store Conditions
  In-store purchases cannot be returned or refunded to the online store at this point in time.

  Exchanges & Store Credit

  In-store purchases that are eligible for an exchange within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

  Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.

  Faulty Items

  We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

  Please check out this article for more information on in-store faulty assessments.

  Store Trading Hours

  A full list of operating stores can be found here (store trading hours may be reduced for states that are in lockdowns).

  *This policy applies to change of mind returns. For Fit Guarantee's please see here.

   

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