FREQUENTLY ASKED QUESTIONS
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PLEASE NOTE:
There will be an additional 1-2 business days for delivery due to the high influx of orders over our sale period.
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Holiday Season Delivery Time Frames
The lead up to the holiday season is arguably one of the busiest times of the year and we want to make sure your order arrives at your doorstep on time.
Please see below for our recommended delivery time frames.
Metro – Place your order by 2 pm on the 20th of December.
Rural – Place your order by 2 pm on the 18th of December.
Please note: Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable events beyond the control of SUBTYPE.
If you are unsure, you can calculate postage and delivery times here.From everyone at SUBTYPE, happy holidays and we wish you a very successful new year.
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Delivery Information
SUBTYPE aims to deliver your order within 2-7 business days to almost anywhere in Australia.
We do our best to ensure that your order is processed within 24 hours of being received. Please note that all orders are dispatched the next business day (Monday to Friday excluding public holidays).
Once your order is dispatched you will receive a confirmation email with your tracking number.
Please see below for delivery options and fees:
Delivery Option
Delivery Time
Order over $150
Order under $150
Standard Delivery
3-7 business days
Free
$10
These times are an estimate only and can vary state by state.
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How do I track my order?
SUBTYPE delivers products Australia wide using StarTrack.
Once your order is dispatched you will receive a confirmation email with your tracking number.
You can track your order here.If you have an account with us, you will be able to view the status of your order online when you log into your account.
If you have not received your tracking details within 24 hours of placing the order, please contact our Customer Experience team here.
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Returns Policy
If you are not 100% satisfied with your purchase, you can return your item(s) within 30 days of dispatching your order, if you meet the below return conditions.*
- In its original condition
- Unworn, unmarked and unwashed
- In the original packaging or box
- Not defective as a result of misuse
- Tags still attached
We do our best to get items to you in perfect condition and unfortunately cannot accept minor scuffs and marks on the base of the shoes as a faulty return.
All returns and specified conditions are subject to the Australian Consumer Law.
We recommend and encourage customers to try the footwear on carpet to ensure that dirt is not collected on the sole.In-store returns
For any purchases made in-store, you have 30 days from the date on the receipt to either return or exchange your item. In-store purchases cannot be returned to the online store.
Please note that gift cards are non-refundable.
Online returns
For any purchases made through our online store, you are welcome to go back in-store and return the item in person. Please refer to the below for a guide on how you can return your items.
PAYMENT METHOD
CREDIT CARD
PAYPAL
AFTERPAY
RETURN ONLINE
Refund Available
Refund Available
Refund Available
RETURN IN STORE
Exchange, store credit or refund available.
No refund available. Exchange available for size only.
Refund available. No exchanges
Please note, all returns postage cost will be covered by the customer unless the item is faulty. Please ensure you retain your tracking information as lost items will only be covered if tracking information can be provided.To organise your return, please contact our Customer Experience team here to do so.
*All items purchased on sale, are final and are not available to be refunded or exchanged unless there is a manufacturing fault determined. This does not apply to items where a discount code or gift card is used during checkout.
*All items marked or described as Jordan style Nike products are non-refundable or available for exchange unless there is a manufacturing fault determined.* The majority of our shoes are limited release, and we only have a certain amount available. Please be aware that your shoes may arrive having been tried on in-store.
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Can I change or cancel my order?
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
We are unable to make any changes to your order and we only have a small time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team here and they will do their best.
While we will make every attempt to accommodate to your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.
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Adidas X Neigborhood Collaboration
We are currently experiencing delivery delays of a number of items from the NBHD x Adidas Collaboration.
- adidas x Neighborhood Windbreaker
- adidas x Neighborhood Running Shorts
- adidas x Neighborhood UltraBOOST 19
- adidas X Neighborhood UltraBOOST All Terrain
We sincerely apologise for the delay and rest assured that we are working very closely with the team to ensure that the product will be available to purchase as soon as possible.
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How can I receive updates on limited releases?
If you would like to receive any updates on new releases, we recommend subscribing to our mailing list.
You can do this by heading to our website and scrolling down to the bottom and entering your email address.
Alternatively, you can head over to our Release Page and Instagram which contains information on upcoming releases.
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