FREQUENTLY ASKED QUESTIONS
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Our stores are open!
UPDATE: Our Melbourne stores are still open and operating at the reduced hours of 10 am - 5 pm as of Monday 13/07/2020.
Our teams are implementing stricter hygiene measures in-store with a strong focus on sanitisation in response to recent community lockdowns.
To our valued customers,
As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the Australian Government.
During this time, we have seen an increased demand for footwear for essential workers. We are also seeing strong demand for active footwear and apparel as more people are taking part in physical activities.We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives.
For a full list of stores currently open for trade, please click here.
Hygiene and social distancing measures
To help make them safer, we’ve introduced several measures 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.
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.
Maintain 1.5 metres apart from each other where possibleSocial 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 availableWe strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the storeA 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 storeWe 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 footwearOur 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.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course before returning to work.
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!Team Trybe.
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Delivery Information
DELIVERY OPTION DELIVERY TIME ORDER OVER $79 ORDER UNDER $79 Australian Metropolitan Areas 1-3 Business Days FREE $10 Australian Rural Areas 4-7 Business Days FREE $10 Have an account?
Log in to My Account > My orders> Track.
It's that easy to keep up with your order!
Checked out as a guest?
Head over to our tracking portal and pop in your order number in (find this in your order confirmation email) to follow your Trybe order!Only received part of your order?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.
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Sun-San Range: Size Issue
It has been brought to our attention that due to a website listing error with our Sun-San range, many customers would have received the incorrect size and we sincerely apologise for the inconvenience.
If you've made a purchase within our Sun-San range and did not receive the correct size, we will gladly cover the costs of the return. *
*Please note that this only applies to the Sun-San range.Please get in contact with our Customer Experience team via email here and provide us with the below information as this will help to speed up the process.
Subject line: Sun-San Size Issue
Description box: Please enter the details of your request and remember to include your order number when filling out this section.
Once submitted, our Customer Experience team will be in touch with further instructions.
Once again we apologise for the inconvenience and hope to have this sorted for you as quickly as possible.
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What is your latest in-store returns policy?
We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives. For a full list of stores currently open for trade, please click here.
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.
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.
Faulty itemsWe 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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What is your latest online returns policy?
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.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
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.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 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.
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 2-5 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.
Conditions:- Online purchases using credit/debit cards can be refunded or exchanged in-store.
- Online purchases using PayPal can only be returned to the online store.
- Online purchases using Afterpay can be returned online or instore.
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 Trybe team to decide whether a full refund will be provided.
Cost of ReturnsYou 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.
Faulty items
Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.
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 Customer Experience team 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.
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Can I place an order over the phone?
Yes!
Give The Trybe team a call and press 1. You'll be connected with a Trybe Expert who will help you place an order over the phone.
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