FREQUENTLY ASKED QUESTIONS

• Website Updates 06.04.2021

  We're making a few updates to improve our website infrastructure. 
  
  Please note: Customers can still continue shopping online with no impact.

  From 9:00 pm AEST on Tuesday 06/04/2021, the below will be temporarily unavailable:

  • Gift Card redemption or amount query will not be available

  Our chat team will be online until 11:00 pm AEST and can assist with any questions you may have.

  READ FULL ARTICLE
• Are your stores open?

  All The Trybe stores are open with safety protocols in place to comply with all Government directives. 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 face coverings in-store 
  Update: As of 6:00 pm on Friday the 26th of March 2021, as per Victorian Government guidelines, fitted face masks will no longer be required in retail settings, however must be carried with you at all times.

  Please note that as face masks are mandatory in Greater Brisbane, masks must be worn when shopping in-store. 

  2. 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.
  
  New booking service - available in Victoria only
  
  Please note that we've introduced a booking service for our Victorian customers. This service is available in all Victorian stores. We strongly recommend using this service to save time and get you into the store as quickly as possible. 
  
  How it works

  • Head to our Store Locator.
  • Enter your suburb/postcode and select the store
  • Select the number of visitors and a time slot
  • You'll receive an SMS confirmation
  • When you arrive at the store, click on the link you received to confirm your arrival
  • You'll then receive a follow-up SMS confirmation. Show this to the staff member when you arrive at the store

  3. 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.

  4. 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.

  5. Use 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.

  6. 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.

  7. 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.

  8. 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.

  Trybe.

  READ FULL ARTICLE
• Please note:

  Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery times

  READ FULL ARTICLE
• What is your latest Returns Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns 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 shoebox in their original condition

  Please note that all 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. *

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

  
  Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.

  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

  
  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 instore.

  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.
  
  Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  

  
  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 note that with any Public Holidays, there will be an additional 2-5 business days for your return to be processed.
   

  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.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our Trybe Experts below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

   *Please do not return any faulty items without contacting us first.

  READ FULL ARTICLE
• 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. 

   

   

  READ FULL ARTICLE
• What is your Faulty Assessment process for online purchases?

  We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.
  
  You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments! If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Trybe Experts for a faulty assessment.
  
  Alternatively, if you cannot make it to your local store, you may contact our Trybe Experts below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.* 
  
  *Please do not send the faulty product back without contacting us first.

  * Proof of purchase is required to initiate a Faulty Assessment. 
  
  *If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
  
  *If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

  READ FULL ARTICLE
• 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!

  

   

  READ FULL ARTICLE