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FREQUENTLY ASKED QUESTIONS
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Is your Melbourne store open?
Update: Following recent announcements on the easing of restrictions, our Melbourne store will effectively reopen on Friday the 11th of June 2021 with safety protocols in place to comply with all Government directives. Please see below for our COVID-safe plan.
Hygiene and social distancing measuresTo 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 (Victoria only)
In line with direction from the Victorian Government, you’ll be required to check-in using a QR code on the Service Victoria app. Our stores will have signage displayed at the shop front. Regional store requirements: Customers are required to show ID before entering the store in accordance with government directives.
2. Mandatory face coverings in-store (Victoria only)
Wearing a fitted face mask is mandatory in all indoor settings, including when shopping in-store.3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
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How much does shipping cost?
We offer free standard shipping on all orders over $120 and free express shipping on all orders over $150.
Australian Shipping Option Cost 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) $12.95 Flat Rate OR Free on orders over $150 New Zealand Shipping Option Cost Express Shipping (3-5 Business Days once dispatched) $14.95 Flat Rate All prices quoted are in Australian Dollars (AUD$).
Please note that STYLERUNNER is not liable for any freight charges, international duties or taxes incurred by delivery, refused shipment or unclaimed goods.
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What is your returns policy?
Sorry to hear that your order didn't quite work out! We want you to be 100% happy with your purchase so we'll happily accept a return within 30 days of purchase.
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.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.
The three main return requirements are:
- 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. Kicks must arrive back in their original box.
Simply fill in the Returns Form with the required details and our Customer Experience Team will be in touch with your Return Authorisation form within 2 business days.
NOTE: If your order ID begins SR-, and your order was placed on or before 25/09/20. Please contact the Stylerunner Customer Experience team below with your order number, and the item/s you are returning and they will assist you with your return.
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How do I book my 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.
Simply fill in the Returns Form with the required details and our Customer Experience Team will be in touch with your Return Authorisation form within 2 business days. All returns must adhere to our Returns Policy.
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.
If you are local to a Stylerunner store, you can certainly head in-store for a refund or exchange. Unfortunately, this option is not available for orders paid with PayPal. To find your local store, please click here.
NOTE: If your order ID begins SR-, and your order was placed on or before 25/09/20. Please contact the Stylerunner Customer Experience team below with your order number, and the item/s you are returning and they will assist you with your return.
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