WELCOME TO GROUNDIES AUSTRALIA
Find answers to our most common questions below, or get in touch for personalised help with orders, shipping, and sizing.
Do you offer refunds or exchanges?
We hope you are happy with your purchase but if you are looking to return or exchange your shoes for whatever reason, we’re help to help and we offer a 100-day returns policy.
Orders that have been made on the Groundies Australia website can only be returned via our online return request form below.
Please read the following information carefully before proceeding.
RETURNS CHECKLIST
Groundies Australia will accept product returns for an exchange or refund provided that all of the following conditions are met:
- Unworn and unused with the original tags attached
- In the original branded undamaged shoebox
- Within 100 days of purchase
- Purchase was made on this website
Please note we are unable to accept shoes returned with scratched or dirty soles. We advise that when you try on your new shoes for the first time you wear socks and test them out on the carpet (just in case!).
EXCHANGES
We can exchange the returned item for a new item of lesser or greater value.
- If the new item is of a lesser value the difference will be refunded to the original payment method.
- If the new item is of a greater value details of how to pay the difference will be sent to you.
- Returns purchased during promotional events will have the discount % carried over to the new item (price difference may still apply).
- Returns cannot be exchanged for pre-order products.
REFUNDS
Refunds will be handled as follows:
- Will be issued using the same method as the original purchase
- Credited to the same account your payment came from
- Processed within 7 business days of receiving the return at our warehouse
- During peak periods refunds may take 10 business days
- Once processed, the time for funds to appear in your account will depend on your card issuer
- International customs duties and sales taxes are not refunded for shipments outside Australia
RETURNS METHOD
- We offer one (1) FREE pre-paid Australia Post return label per order within Australia
- Customers outside of Australia are required to pay the return postage
- Return postage will be reimbursed up to the value of NZD$22 for each returned order on receipt of goods
- Returns must include a valid proof of purchase of postage
- Returned items within the same order should be packed together
- If you decide at a later date to return additional items from the same order, you’ll need to cover the cost of return postage
- Orders made online must be returned via the online return request form below
*IMPORTANT*
We reserve the right to refuse the return of goods which are not sent in accordance with our returns policy and we may request that you pay for the shipping of such goods back to you.
Our returns policy does not affect your statutory rights.
Please click below to complete the return request form:
How long does delivery take?
Once you have successfully placed your order, an email is sent the email you provided to confirm your order has been received and your payment has been processed.
If you do not receive a confirmation email to your inbox or junk folder within 3 business days of placing your order, please contact hello@groundies.com.au
When your order has been dispatched, we will send another email with your tracking number.
FREE Shipping (Over $100 AUD)
Standard Processing Time: 1 to 3 business days
Estimated Dispatch Time*: 7 to 10 business days
Standard Shipping ($9.95 AUD)
Standard Processing Time: 1 to 3 business days
Estimated Dispatch Time*: 7 to 10 business days
For more shipping and delivery information, please visit Shipping & Delivery.
How can I track my order?
Once your package ships we will send you a tracking number. You can also check the status of your order by logging into your account.
How do I create an account?
Head to the My Account page and simply enter a valid email address and create a password.
How do I redeem a discount code?
Add your desired items to your shopping cart and click on "View Cart". There you will find the field "Enter coupon/discount code". Enter the code and confirm – the discount will be automatically applied.
Please ensure correct spelling and adherence to the terms and conditions of the promotion. All discounts are valid during the specified promotional period and only while stocks last. Subject to change without notice.
What payment options do you accept?
We accept VISA, Mastercard, AMEX, Apple Pay, Google Pay, PayPal, Afterpay, as well as Zip Pay.
If you haven’t received a response within the expected timeframe, please don’t fret or send another request. Our team is busier than normal & we can assure you that they are working as hard as they can to respond to your initial request as soon as they are able to.