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Generation date: 03-12-2016 09:16:49
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FAQ

General

How do I place an order?
The shoes I want aren't available in my size. What now?
How do I unsubscribe from your mailing list?
I have seen the same product on another site. Do you price match?
How can I cancel my order?
How do I search for a specific brand/style?
I tried to check out and the item in my shopping cart disappeared, what happened?
How do I create a Styletread account?

Delivery & Returns

When will I receive my order?
Do you deliver to anywhere in Australia?
How do I return my order?
How do I return my eBay order?
How do I return my Trade Me order?
Where do I find my External Document Number?
How long does the return process take?
How do I change the delivery address after I have ordered?
Do you deliver internationally?
How can I track my order?
Will I need to be present at my nominated delivery address when my order arrives?
How do I get 4 hour delivery?
Can I exchange my shoes if they don't fit?
I’ve just purchased a bag online but it’s under $65. Do I still have to pay for delivery?

Payment

What forms of payment are accepted?
I have a voucher code. How do I apply it?
Is it safe to use my credit card on Styletread?
What is PayPal?

Technical

I am having problems browsing the Styletread website. What should I do?
What are cookies? Do I need to enable them?

General

Q - How do I place an order?

A - To place an order, first you need to register with us. Follow the instructions on our How to Register & Order page for more information.

Q - The shoes I want aren't available in my size. What now?

A - The stock on our website is an accurate reflection of the stock we have in our warehouse. Please contact our Customer Happiness team if you'd like to know if, or when, we'll get any additional stock of that particular shoe.

Q - How do I unsubscribe from your mailing list?

A - On the bottom of every newsletter we send there is an "Unsubscribe" link. Simply click "Unsubscribe" and it's as easy as that. We'll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.

Q - I have seen the same product on another site. Do you price match?

A - We do keep an eye on our competitors’ prices and are in constant communication with our suppliers, however, due to our generous fast delivery and 30-day free return policies; we don’t match the short term price changes of other retailers. We do offer end of season sales, so if you're after a bargain, check out our Sales page!

Q - How can I cancel my order?

A - As we pack all orders soon after they are placed, please contact our Customer Happiness team as soon as possible.

Q – How do I search for a specific brand/style?

A – You can search the entire product range on site by using the search bar at the top right-hand corner of the screen. Alternatively you can use the filters on the left hand side of the screen when you’re browsing the 'What's New' or 'Women' categories for example. These will allow you to filter items by brand/category/colour/size/material so you can find what you're looking for faster!

Q - I tried to check out and the item in my shopping cart disappeared, what happened?

A – We're sorry that you weren't able to complete your order. The stock on Styletread is live and reflects what's available in real time. Placing an item in your shopping cart doesn't guarantee the purchase of an item. Until you've completed the checkout process another customer may have purchased the item, even if it's in your cart.

Q - How do I create a Styletread account?

A – Click 'Register' at the top right-hand corner of the screen. Enter your details in the fields provided or select the 'Sign in with Facebook' button.

For more details on how to register, please visit our How to Register & Order page.

Delivery & Return

Q - When will I receive my order?

A – If you live in Australian metropolitan areas the delivery time is 2-3 days.

If you live in Australian rural areas the delivery time is 4 days.

We offer a 4 hour delivery option to customers who live within 40km from Sydney Olympic Park for $12.95. This service is available between 9am and 2pm (AEST), Monday to Friday.

Q - Do you deliver to anywhere in Australia?

A - Yes, we deliver to any address in Australia!

Q - How do I return my order?

A - Please visit our Returns page and follow the instructions provided.

Q - How do I return my eBay order?

A - All eBay returns must follow our eBay return instructions found here.

Q - How do I return my Trade Me order?

A - All Trade Me returns must follow our Trade Me return instructions found here.

Q - Where do I find my External Document Number?

A - Your External Document number can be found in two places:

1) At the bottom of your order confirmation email or

2) On the piece of paper found in the box with your order under the heading 'Tax Invoice'.

This External Document number can also be used as a reference number when you are contacting customer service.

Q - How long does the return process take?

A – It will usually take up to 10 working days for returns to come back to the Styletread warehouse depending on the method of return. When the return is approved for a refund, it will be processed by our Finance team within 3 working days.

Depending on your bank, your refund will appear in your account in approximately 1-7 business days.

We may decline to offer a refund if the products are marked, damaged, show signs of wear or do not have their original and undamaged packaging.

For more information regarding refunds, please see our Returns Policy.

Q - How do I change the delivery address after I have ordered?

A - Due to our quick turnaround process, it's important you contact us within 3 hours of placing your order if you've made a mistake. If you notice a mistake outside of this time, try contacting StarTrack on 13 23 45 to track your order and change your address.

Q - Do you deliver internationally?

A - For now we only deliver to Australia and New Zealand.

If you're in New Zealand, simply click 'NZ' at the top right-hand corner of the screen to shop on our New Zealand store.

Q - How can I track my order?

A - You should be contacted within 1 business day via email with a tracking code. You can use this code to trace your order on the StarTrack website.

Q - Will I need to be present at my nominated delivery address when my order arrives?

A - Yes. Our courier StarTrack requires you to be at the nominated delivery address to accept your order.

Please note: If unattended, your order will be delivered to your nearest post office for collection.

Q – How do I get 4 hour delivery?

A - The 4 hour delivery option will automatically appear at the checkout when you are logged into your Styletread account (your delivery address must be within 40km of Sydney Olympic Park).

If you would like to find out whether you live within the 40km radius of Sydney Olympic Park, please contact our Customer Happiness team.

4 hour delivery costs $12.95 and is only available between 9am and 2pm (AEST), Monday to Friday.

For more information about this service, please visit our 4 hour delivery page.

Q - Can I exchange my shoes if they don’t fit?

A - Unfortunately we don’t offer any exchanges on purchases but we do have a 30-day return policy, where we pick up the items you don’t want for free!

Q - I’ve just purchased a bag online but it’s under $65. Do I still have to pay for delivery?

A - If you are located in Australia delivery is on us! Australian customers receive free shipping on any bag(s) purchased from our online range. However, a delivery fee will still apply to bag orders (under AUD$100) being shipped to New Zealand.

Payment

Q - What forms of payment are accepted?

A - Styletread accepts PayPal as well as MasterCard, VISA and American Express.

Q - I have a voucher code. How do I apply it?

A – You can apply your voucher code at the checkout after you've filled in your details. Under 'Review Your Order', simply enter the code into the 'Voucher Code' box and click 'Apply'.

Each voucher code has unique terms and conditions. If you're having trouble using your voucher please contact our Customer Happiness team.

Q - Is it safe to use my credit card on Styletread?

A - Yes! Styletread understands that the safety of your personal information is extremely important to you. We use globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access.

For more information regarding the security of your personal information, please read our Privacy Policy.

Q – What is PayPal?

A – PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. PayPal has over 100 million member accounts in over 190 countries. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant.

For more information, please visit the PayPal website.

Technical

Q - I am having problems browsing the Styletread website. What should I do?

A - If you have any other browsers (i.e. Firefox, Google Chrome, Safari) try using those. If the problems continue, please contact our Customer Happiness team.

Q - What are cookies? Do I need to enable them?

A cookie is a small amount of data that is sent to your browser from a website and is stored on your computers hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each website can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each website can only access the cookie they have sent to your hard drive, not the cookies sent by other websites.

You need to enable cookies on your browser to enjoy all the shopping features on Styletread. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to access your account information be sure to log out before leaving your computer unattended. You can log out by clicking on the "Logout" link at the top of the page.


Last updated: 04/10/2016

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