FREQUENTLY ASKED QUESTIONS

• COVID-19 Information - Online & In-store

  VIC Update: Our Metro stores are temporarily closed following Government directives. Click here for more information.

  NSW Update: Our Greater Sydney store is 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.

  
  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. Click & Collect

  We offer Click & Collect to help you minimize your contact in-store. Please see below for your state's Click & Collect service: 

  State	Click & Collect Service
  VIC	Contactless Click & Collect*
  NSW	Contactless Click & Collect*
  QLD	Click & Collect

   

  4. 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.

  5. 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.

  6. 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.

  7. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  8. 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.

  9. 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.

  10. 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.
  
  Stylerunner.

  READ FULL ARTICLE
• How long will delivery take?

  Due to the increased impact of COVID-19, we are experiencing further delays in dispatch times. Our team is working hard to ensure you receive your items as quickly as possible. 

  Update as of 02/09/21: Our Standard Delivery service is temporarily unavailable due to the temporary suspension of all Australia Post Parcel Collections for VIC, NSW & ACT.

  Our shipping time frames and costs are below;

  Australian Shipping Option	Cost
  (TEMPORARILY UNAVAILABLE) Australian Standard Shipping (3-5 Business Days once dispatched)	$10.00 Flat Rate OR Free on orders over $120
  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. 1. Delivery services do not run on National 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.

   

   

  READ FULL ARTICLE
• How much does shipping cost?

  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.

  Update as of 02/09/21: Our Standard Delivery service is temporarily unavailable due to the temporary suspension of all Australia Post Parcel Collections for VIC, NSW & ACT.

  Our shipping time frames and costs are below;

  Australian Shipping Option	Cost
  (TEMPORARILY UNAVAILABLE) Australian Standard Shipping (3-5 Business Days once dispatched)	$10.00 Flat Rate OR Free on orders over $120
  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.

  READ FULL ARTICLE
• When will my order be dispatched?

  Due to the increased impact of COVID-19, we are experiencing further delays in dispatch times. Our team is working hard to ensure you receive your items as quickly as possible.

  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
• Why didn't I receive all of my items?

  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!
  
  How does it work? If your order has been split into two parts and one item is dispatched first, 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 it's being fulfilled from separate warehouses which means different dispatch times.

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

  We want you to be 100% happy with your purchase so we'll happily accept a return within 30 days of purchase.

  Updated as of 25/08/21:  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.

  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.

  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.

  How to book your return

  Follow our online return instructions here.

  Cost of returns

  You are responsible for any costs associated with your return.

  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your return tracking number so 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 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.

  Please read about our Faulty Assessment process here.

  Important to note
  Stylerunner offers returns on full price & sale items within 30 days of order receipt for a refund. Unfortunately, we are unable to facilitate exchanges.

  Sale items marked *Final Sale* can not be returned and are ineligible for refunds or exchange subject to Australian Consumer Law.

  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

  1. Ensure your return meets our Returns Policy requirements
  2. 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
  3. Enter your order number & 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
  4. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
  5. Ensure your details are correct before clicking ‘next’
  6. Proceed to pay for your return postage via credit card
  7. Click 'pay now' and your prepaid return postage label will be emailed to you
  8. 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)
  9. 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.

  What's next?

  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.

  READ FULL ARTICLE
• What currency will I be charged?

  All products listed on the site will be listed in Australian Dollars (AUD).

  Your order total and order confirmation will also be reflected in Australian Dollars (AUD).

  READ FULL ARTICLE