FREQUENTLY ASKED QUESTIONS

• COVID-19 Information - Online & In-store

  VIC Update: Following recent announcements on the easing of restrictions, our stores will effectively reopen on 28/07/21 with safety protocols in place to comply with all Government directives.

  NSW Update: Our Greater Sydney stores are temporarily closed following Government directives.  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 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. 

  
  Please see below for our COVID-safe plan.

  To find your nearest store, please see our Store Locator. 
  
  

  Hygiene and social distancing measures

  To help make our stores safer, we’ve introduced a COVID-safe plan to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.

  1. 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).

  2. 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).

  3. 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.
  

  4. 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.

  5. 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.

  6. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  7. 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.

  8. 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 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.

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

  All of our team members will be required to complete a training course.

  
  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.

  The Trybe.

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• Please note:

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

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

  Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.

  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.

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 

   

   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

  Shoes must be returned in their original, undamaged shoe box. 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 to protect the shoebox during transit. *

   All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.*

  *We reserve the right to reject any returns that do not meet these requirements.

  RETURNS OPTIONS

  	Credit Card Purchases	Paypal Purchases	AfterPay Purchase
  Return Online	Refund Available	Refund Available	Refund Available
  Return In-Store	Exchange, store credit or refund available.	No refunds are available. Exchange available for size only.	Refund available. No exchanges

   

  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.

  
  Online Conditions

  • Online purchases using credit/debit cards can be refunded or exchanged in-store.
  • Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
  • Online purchases using Afterpay can be returned online or in-store.

  Cost of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
  
  If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged through our Returns portal here.
  
  

  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

  Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

  Faulty items

  If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

   

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• What is your latest Returns & Exchanges Policy for in-store purchases?

  This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

  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.

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

   3 simple conditions for a successful return

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition. Shoes must be returned in their original, undamaged shoe box. 

  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 return and 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 click here for more information on in-store faulty assessments.

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• Can I exchange my items?

  Accidentally ordered the wrong size or had a change of mind?

  We offer both return and exchange options, provided your items meet our Returns Policy. 

  Exchanging online 

  If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

  Our online return instructions will guide you through the returns process. 

  Exchanging in-store 

  Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay. 

  Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card. 

  Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style. 

   

   

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• How do I find the correct size for my kids?

  Sizes can vary by style and by brand, so we know getting the right size can be a little tricky. We've done some of the hard work for you with our size converter which includes CM measurements in every brand.

  View Size Conversion Charts

  You can also view our size conversion charts on every individual product page, just look out for the options below when shopping any style.

  

   

  How to measure:

  To ensure you choose the correct size we recommend you follow the method described here.

   

  • Put a sheet of paper along the wall and fixed to the floor using scotch tape.
  • Have your kid stand on the paper, straightened, wearing socks, heels and back against the wall and feet together.
  • Draw the outline of both feet and draw the straight line where the silhouette is longer. Draw another line parallel to 0.5 cm from this line so the clearance is measured.
  • Finally, measure the distance from the wall to the second line you have drawn (both feet do not have to be the same length).
  • This will be your reference when converting this length to a shoe size via our Size Conversion Charts

  
  Already own a pair of shoes in the brand?
  Generally sizing tends to be standard across brands, although sizes can vary slightly depending on the style, shape and material of the shoe. The size of the pair that you already own is a good guide!

  

   

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