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Important updates to our Melbourne Metro stores
Update: Our metro Melbourne stores are set to open as soon as the Victorian Government eases retail restrictions. Check back here for the latest updates.
With Victoria entering Stage 4 lockdown measures, our metro Melbourne stores will be closing temporarily, effective from Tuesday the 4th of August 2020.
Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online.
Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders.
Important changes to take note of:
SHOPPINGOur online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 1800 954 474 and press 1.
DELIVERY
Our priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delivery delays of an additional 2-4 business days on top of our standard delivery times. For regular delivery updates, check out our article here.
RETURNS
Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.
Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period.
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What is your latest Online Returns Policy? (Online purchases only)
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.
For orders placed after the 4th of August 2020, our returns policy has been extended to 60 days.
We want you to be completely satisfied with our products and we will gladly accept returns within 60 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.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.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 60 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 60 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 60 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 return or exchange my items?
We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return or exchange within 60 days of purchase. Double-check that your items meet our Returns Policy and the three main requirements:
- Returned within 60 days of purchase (with proof of purchase available if requested).
- Unworn, unwashed and undamaged with original tags attached.
- In original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.
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.
Please follow the instructions here on how to organise your return.
I purchased my item more than 60 days ago - can I still return or exchange?
Unfortunately, we can only accept change of mind returns and exchanges within 60 days of purchasing. If your item falls outside of this time frame we will not be able to facilitate a change of mind return or exchange.
I purchased my item online - can I return or exchange in-store?
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. Just be sure to meet our Returns Policy and bring your proof of purchase. Your confirmation email also acts as proof of purchase.
You cannot return an item purchased with PayPal in-store. You'll need to organise an online return.
I purchased an item in-store - how do I return or exchange?
If you made a purchase in a store, you must return your item to a store location. We are unable to accept in-store returns to our online warehouse.
We will be happy to provide you with an exchange, store credit or refund as long as the items are in their original condition, with tags attached, in their original packaging and proof of purchase.
I want to exchange or return an item, however, I purchased it from somewhere else?
We want you to be completely satisfied with our products and we're sorry to hear that your purchase doesn't meet your needs.
If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, we are unable to facilitate exchanges or refunds from our end for purchases made with other retailers.
Once the place of purchase has assessed your item(s) they will be able to advise the next steps!
Having difficulties? Get in touch with the Customer Experience team below and we’ll be able to assist you.
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Can I exchange for a different size?
Unfortunately, we are unable to facilitate exchanges online.
If your shoes meet our Returns Policy, we recommend returning your shoes online and repurchasing the correct size.
Alternatively, you can head into a store to exchange your shoes there. Be sure to have your proof of purchase or confirmation email with you. See our Store Locator for your nearest store.
If you would like assistance determining which size you should purchase, our Trybe Experts are available to help. Give them a call on 1800 954 474 and press 1.
Please note that if you purchased via PayPal you can only exchange in store for the exact style and product. PayPal purchases cannot be returned in-store.
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When will I receive my refund?
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse.
Tip: We recommend holding onto your Australia Post return tracking number so you can track your order and see when it reaches us.
When your return arrives, it will be processed by our returns team within 2-5 business days.
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Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution. -
How to place an online order
Placing an online order is easy! Follow our easy step by step guide below.
Would you prefer to speak to someone instead? Give our Trybe Experts a call on 1800 954 474.
They'll be able to help you with your size and securely place an order for you!
If you prefer not to call, hit up our Trybe Experts via our live chat channel.HOW TO PLACE AN ONLINE ORDER
Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.
Step 2: Select the style you wish to purchase.
Clicking into the style, you'll be able to view a description of the shoe and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Select a size and click on "Add To Cart".
Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!
You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
"View Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.
Step 3: Complete the orderWe accept all secure payment methods! Click here for more information.
Note: At the cart, you'll also be able to enter in your discount code if you have one.
You'll be asked to either:- Checkout as a guest
- Log into your existing account OR
- Create an account with us.
Follow the prompts and fill out all the required fields.Once done, the last step is to review your details to make sure they're correct.
Press "Place Order". You're done!Having difficulties placing your order? No worries! Our Trybe Experts are available to help over the phone on 1800 954 474
Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.
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