Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.
FREQUENTLY ASKED QUESTIONS
In-store COVID Safe Plan
COVID SAFE PLAN
We’ve implemented the following measures to help you shop safely in-store. 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. 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
Hand sanitiser will be available for all customers upon entry.
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 team members will be required to complete ongoing training courses.
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.READ FULL ARTICLE
How long will delivery take?
Due to the increased impact of COVID-19 and reduced courier hours, we are experiencing significant delays in dispatch times. Our team is working hard to ensure you receive your items as quickly as possible.
Our shipping time frames and costs are below;
Australian Shipping Option Cost Australian Express Shipping (1-2 Business Days once dispatched) $10.00 Flat Rate OR Free on orders over $120 New Zealand Shipping Option Cost Express Shipping (3-5 Business Days once dispatched) $12.95 Flat Rate OR Free on orders over $150 United States, Hong-Kong & Singapore Shipping Option Cost Express Shipping (3-5 Business Days once dispatched) $18 Flat Rate OR Free on orders over $180
All prices quoted are in Australian Dollars (AUD$). All orders are shipped within 48 hours on business days.
Important to note:
1. STYLERUNNER is not liable for any freight charges, international duties or taxes incurred by delivery, refused shipment or unclaimed goods.
2. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.
3. Delivery services do not run on National or State Public Holidays.
4. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Stylerunner.
5. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.
When will my order be dispatched?
Due to the increased impact of COVID-19, we are experiencing significant delays in dispatch times. Our team is working hard to ensure you receive your items as quickly as possible. More information here.
We allow up to 48 hours for dispatch for orders placed on business days, but we work hard to get your orders out as quickly as possible.READ FULL ARTICLE
What is your latest Returns & Exchanges Policy for online purchases?
Extended 60-Day Returns: Any purchases made between 15/11/21 and 31/12/21 will have up to 60 days to return. Click here for more info.
We want you to be 100% happy with your purchase so we'll happily accept a return within 30 days of purchase.
3 simple conditions for a successful return:
- Returned within 30 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. Footwear must arrive back in its original box.
- Beauty Items: We accept returns within 30 days, provided our return policy requirements are met - the product must be unused, in its original condition and with unopened packaging. If you believe your product is faulty or experience an allergic reaction, please get in touch with our Stylerunner team.
Items excluded from our Returns Policy:
Final Sale Items
Any items marked as '*FINAL SALE*' cannot be returned or exchanged, unless deemed faulty.
Intimates, including underwear & bodysuits
For hygiene reasons we are unable to allow returns or exchanges on our Intimates Range, except in the case of a faulty item, in which case we will provide a full refund.
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.
How to book your return
Follow our online return instructions here.
Cost of returns
You are responsible for any costs associated with your return.
How is the refund processed?
Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.
I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.
I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
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.
Important to note
For items purchased during promotional periods such as those with a coupon code, please check the Terms & Conditions for that promotion.
Gift Cards cannot be redeemed for cash. They are not eligible for a refund.READ FULL ARTICLE
How do I book an online return?
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.
Online Return Instructions
- Ensure your return meets our Returns Policy requirements
- Log in to My Account to create your return. If you checked out as a guest, use our guest returns form: www.stylerunner.com/return/guest/create
- Enter your order number (excluding the #) & its associated email address
Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 &_2). They must be returned separately in the portal as they're recognised as unique order numbers
- Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
- Ensure your details are correct before clicking ‘next’
- Proceed to pay for your return postage via credit card
- Click 'pay now' and your prepaid return postage label will be emailed to you
- Print off your label and attach it to the package (Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging).
- Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services
- Drop off your parcel at your nearest Post Office.
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
If your order was split and you need to return more than one item, please get in contact with our Customer Experience Team below. We'll advise the next steps.
Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be sent from your local post office. We do not accept direct returns to the warehouse.
Shoes must be returned in their original, undamaged shoe box.
Cost of returns
You are responsible for any costs associated with your return. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
Please allow time for your return to reach our warehouse. This time may vary depending on your location. Please keep your return tracking number so you can track its journey to our warehouse.
If approved, refunds are 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.