Customer Service

Policies (AU)

Shipping Policy

Standard shipping cost is A$9.95. For fragile, bulky, or heavy items, the shipping price may differ. In these circumstances our customer service team will contact you prior to your order being dispatched, giving you the opportunity to confirm the delivery price.

Delivery OptionDelivery Time
Australian metropolitan areas express 1-2 Business Days
Australian rural areas 3-5 Business Days
  • Shipping times are not guaranteed and are subject to change at any time and without notice.

NOTE: Some locations might take up to 14 business days to deliver due to their remote locale.

Shipment and delivery of orders is based on product availability, payment processing time and distribution centreprocessing time. In the unlikely event that an ordered item isn't available or we are unable to fulfill your order, we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

Delivery charges are non-refundable unless the order contained faulty items. For more information, please see our Return Policy.

For questions about shipping policies, please contact customer service (02) 96987337 on Mon - Fri 9am to 5 pm. SUPRA understands that getting your items quickly is important to you, so we make every effort to process your order quickly.


RETURN POLICY

Did you purchase your product on the suprafootwear.com website? If you did purchase your product at suprafootwear.com and if your product return meets the proper conditions we are happy to accept your return. We do not accept exchanges.

  • If you are no longer happy with your purchase, we will assist you with a refund.
  • Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
  • You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
  • You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

To be eligible for a refund the products you are returning must be:

  • Returned within 30 days of original dispatch date.
  • In a resalable condition: unworn, undamaged, unmarked.
  • In the original packaging or shoebox (we consider this part of the item).
  • The SUPRA return form must be included with the item when returned.
  • Items purchased on clearance are final sale and cannot be returned or exchanged.

Shoes that have been worn or damaged will not be accepted.

We recommend you utilize registered post as SUPRA does not take responsibility for items not received if a customer attempts to send an item to SUPRA via non registered post. Please allow 10 days from the day you return your product for your account to be credited or your exchange credit to be issued.

Return Instructions

  1. Obtain a Return Merchandise Authorization number (RMA#) by emailing customer service at aucustomerservice@suprafootwear.com. In your email subject please include online order number, in the body of the email please include your order number, name, phone number, and e-mail address used to place the order. You can also call us Monday-Friday 9 am-5 pm AEST at contact numbers listed on this page. Any returns received without an RA will be refused and returned.
  2. Our Customer Service department will respond to your request and provide an RMA# and return form within 1-2 business days.
  3. Include the completed return form inside the box and package the item securely in its original packaging.
  4. Arrange for shipping using your preferred carrier. Please note that return shipping fees are to be paid entirely by the customer. SUPRA Footwear is not responsible for lost or damaged items.

If you would like to order a different product please return your merchandise and order a new product. We do not process exchanges.

Returns are processed within 3-5 business days of receipt.

Returns Address

SUPRA Footwear Online Sales
31-33 William Street
Alexandria, NSW 2015

Refunds

Once returns are received in our warehouse, our Returns Team will determine whether the product is eligible for a refund. When it is approved, it will be forwarded to the Finance Team for processing.

Our Finance Team will send you an email to let you know that the refund has been processed. Please allow 1-7 business days (varies depending on your financial institution) for the funds to appear in your account.

The refund will be credited back to the same credit card used for your purchase.

We reserve the right to decline an item for a refund if:

  • The return was made 30 days after the original purchase date
  • The products are marked, damaged or show signs of wear
  • The products are not returned in their original and undamaged box or packaging

We will contact you if any items are not eligible for a refund.

If your order included a delivery charge, only the cost of the items returned will be refunded unless the goods were deemed faulty.