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.
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 27th 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.
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.
We’ve extended the return policy period for an additional 60 days. This allows a total of 90 days to return your item(s) back to a store when trade reopens.
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.READ FULL ARTICLE
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:
- If you’re unwell or have any reason to suspect that you’ve been exposed to someone diagnosed with or suspected to have Coronavirus.
- 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.READ FULL ARTICLE
For any further updates, please visit the Australia Post website for more information.
Click & Collect (C&C)
Why can't I Click & Collect right now?
For the time being, we've decided to disable our Click & Collect option. This is to ensure the safety of our customers and team members.
Good news - you can still shop 24/7 online! With all online orders, you can authorise for packages to be left at your door for your convenience.
Any questions? Feel free to contact our Customer Experience team below.READ FULL ARTICLE
I prefer to stay at home right now, Can I cancel my Click & Collect order?
First and foremost, our number one priority is the health and safety of our customers and our team.
We understand you may not feel comfortable heading into a store. In this case, reach out to our Customer Experience team below and let us know the best option for you:READ FULL ARTICLE
1. I'd like my order to be delivered to a nominated address instead (we'll cover any shipping cost)
2. I'd like to cancel my order
**If stores are required to discontinue trade, these options may be subject to change
Home Delivery (HD)
Where can my order be delivered?
The Athlete's Foot delivers Australia wide (we cannot assist with international shipments).
All orders are dispatched via StarTrack.
Delivery can be made to any of the below locations;
- Residential Address
- Business Address
- Parcel Locker
- PO Box
- Parcel Collect
If no one is present to sign for the parcel, and a safe place for the parcel is available, we will leave it there so it's ready and waiting for you.
If there is no safe place, we'll leave a card as we normally would and the package will be taken to the closest post office for collection.READ FULL ARTICLE
How much does delivery cost?
The Athlete's Foot offers FREE SHIPPING for all orders over $150, No matter your location in Australia or how many pairs you decide to purchase from us.
Orders under $150.00 will attract an automatic $10.00 shipping charge which is added during the checkout process.READ FULL ARTICLE
How long will it take for my order to be shipped?
The Athlete's Foot aims for SAME DAY DISPATCH for ALL orders placed before 11AM (dependent on stock availability). However there may be some delays due to the current volume of orders StarTrack are taking during this unprecedented global situation.
There are sometimes instances where a product you have ordered is not in stock, therefore the same day dispatch may not be met, however you will be notified and we will endeavour to have your order dispatched in a timely manner.
In the unlikely event that an item you ordered is unavailable, The Athlete's Foot will endeavour to notify you of any delay as soon as possible.
* Please note: all dispatch times exclude weekendsREAD FULL ARTICLE
How long will delivery take?
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 11am Mon-Fri.
*Please note: there may be delays to the estimated delivery time frame due to the current Covid-19 crisisREAD FULL ARTICLE
How do I track my order?
From the moment your order leaves the store, you will receive an email notification confirming dispatch details where you will be allocated a tracking number and be advised of your allocated delivery service.
To track your order log into your account and select 'Track my Order' tab on the left hand side.
You may also track your order here with the tracking number provided.READ FULL ARTICLE