FREQUENTLY ASKED QUESTIONS

• In-store COVID Safe Plan
   

  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.
  
  

  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).
  
  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).
  
  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.
  
  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.
  
  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.
  
  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.
  
  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.
  
  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?

  Just placed an order? All order are shipped using Premium StarTrack delivery. 
  
  

  LOCATION	DELIVERY TIME
  Australian Metropolitan	1-3 Business Days
  Australian Rural	4-7 Business Days

   

  * Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of The Athlete's Foot. 

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• What is your returns & exchanges policy?

  We want you to be 100% satisfied with your purchase. If you change your mind, we're happy to accept returns provided our return conditions are met:  
  
  SHOES, APPAREL, ACCESSORIES AND FITNESS

  • Item(s) were purchased within the last 30 days and proof of purchase can be provided
  • Item(s) must be unworn, unwashed, or otherwise undamaged with original packaging and tags attached
  • Item(s) are in original packaging or shoebox, in its original, undamaged condition
    

  ITEMS EXCLUDED FROM OUR RETURNS POLICY

  • Face Masks and Intimates, including underwear & bodysuits
    For hygiene reasons we are unable to allow returns or exchanges on our Intimates Range, except in the case of a faulty item, in which case we will provide a full refund.
    

  If returning shoes that were purchased and fitted by our in-store Fit Technicians under our Fit Guarantee, click HERE to view our returns policy. 
  
  
  RETURN TO STORE 

  Whether you shopped online or in-store, you can return your item at any The Athlete's Foot store provided our policy conditions are met. Please be ready to present proof of purchase, such as your email order confirmation, order number (1000..) or bank statement. Our in-store team can help you with a refund or exchange, pending stock availability.   

  View our store locator HERE.   
  
  
  RETURN ONLINE 

  We offer free returns! Start the return process via our Returns Portal. Follow the prompts to download and print your return shipping label, then post your item at the Post Office.  

  Please note: Purchases made in-store cannot be returned online. If you wish to exchange your shoes this can only be done in-store. 

  • Entering your order number: Your order number will start with 1000. Do not include the # or any other symbols 
  • Free return shipping: One free return shipping label is valid per order. Multiple items can be included in the free return parcel. 
  • Package your return: Shoeboxes must be protected by a satchel or similar, to prevent damage to the original packaging.  
  • Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you 
    
    

  REFUNDS 

  Refunds will automatically go back onto the original payment method. 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, our online Customer Experience Team will reach out once the refund has been finalised and provide a replacement voucher/gift card.  

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• How do I book an online return?

  1. DOES IT MEET OUR RETURN CONDITIONS?
  
  

  Before booking your return online, check that your item meets our returns conditions below.  

  • Item(s) were purchased within 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) is in its original, undamaged packaging or shoebox 
  • Item(s) in our intimates range are non-returnable for hygiene reasons

  If you believe your item may be faulty, please view this article.
  
  

  2. PACKAGE YOUR RETURN
  
  

  Place the return into a satchel or box so that the product arrives protected and undamaged.   

  Do not use the shoebox as a postage box. If the shoebox is taped, damaged or has postal stickers attached we cannot accept your return. 

   

  3. BOOK YOUR RETURN
  
  

  Once packaged safely, click HERE to book your return. Follow the prompts to download and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.  

  • FREE return shipping: One free return shipping label is valid per order. Multiple items can be included in the free return parcel. 
  • No exchanges: We can only facilitate a refund for returns posted back (no exchanges)
  • Entering your order number: Your order number will start with 1000. Do not include the # or any other symbols
  • Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for 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. 
    
    

  WHAT'S NEXT?
  
  

  Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.

   

   

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