COVID 19 - There are currently some limitations on our services, including delayed deliveries during this time. Our Melbourne stores are temporarily closed until further notice. Our workshop will continue taking repairs. You can find more information on changes here.

Help and FAQs

Hello Valued Customers,

Victoria has moved to stage 4 restrictions in order to combat the spread of COVID-19. We are currently updating our boutique trading hours to suit the changing environment we are all living in.

Our mono-store boutiques will temporarily close as of Wednesday 5th August until further notice.

Our website will continue to operate as normal dispatching orders daily.

We appreciate your support and understanding regarding measures taken to impede the spread for COVID-19. There will be some limitations on our services, including delayed deliveries during this time. You can find more information on delivery changes here.

Our online staff including the dispatch team have limited hours and dispatch staff must take social distancing precautions. All dispatch staff are following the health and safety advice of the Victorian Government. .

The health and safety of our staff, customers and community is paramount. We continue to operate in accordance with the Victorian Government’s health and safety advice, monitoring the COVID-19 situation closely.

Thank you for your continued support and understanding.

 

FAQs

Frequently asked questions

Q.  How long will it take my order to arrive?

Birkis4U generally despatches orders within 1-2 working days. It may take up to 4 business days to despatch during Christmas and Easter holidays. Please note we do not ship on weekends or public holidays.

Normally, delivery times after despatch vary from next day delivery for some capital cities, to 3-5 days for rural areas, and up to a week for remote locations. Delivery times are estimated and not guaranteed.

Q.  I have sent several email enquiries and have not received a reply?

Please check your junk/spam folder, if you still have not received a reply, please feel free to call us on 1800 623 423 Select Option 1 (Monday to Friday 9am to 5pm) to check if we received your email.

Q.  Do you ship internationally?

No. Unfortunately, we only ship within Australia. Every country has its own Birkenstock distribution network. International shipping of individual pairs has a considerable environmental impact and does therefore, not comply with our sustainability commitments.

Q.  Can I return to you a pair of Birkenstocks I purchased while traveling overseas?

Birkis4U are a separate independent Birkenstock retailer and are not connected with other Birkenstock companies internationally. We cannot refund or exchange any goods purchased internationally.

You will have to contact the retailer you purchased from and return your goods to them according to their returns policy.

Q.  I have received a pair of Birkenstocks as a gift. However, they are not suitable; can I return them without a proof of purchase?

Birkis4U only accept returns of shoes purchased directly from us. There are many Birkenstock retailers in Australia and internationally. We require a proof of purchase for all returns. If you cannot provide a tax invoice receipt, you can provide the order number or the contact details of the person who made the original purchase.

Online Orders

Q. Whom do I contact regarding my online order?

COVID 19 – We are currently experiencing high demand, there may be delays to shipping and enquiry response times.

We are contactable by replying to your order conformation email or via the ‘Contact Us’ link on the bottom right of the webpage. We will try to get back to you within 24 business hours. Emails sent after 5pm on Friday will not be addressed until the following Monday.

If you need speak with someone by telephone, you can call during business hours 9am to 5pm Monday to Friday (excluding public holidays). Messages left after 5pm Friday over a weekend will not be addressed until 9am Monday (or Tuesday if there is a public holiday).

The number is Toll Free: 1800 623 423 – Select Option 1 for online.

Please note, there have been some restrictions on telephone contact due to Covid-19 and email is usually the best form of contact.

Our head office address (retail store and workshop) -

Birkenstock HQ

113-115 Queens Parade

Clifton Hill

3068

Victoria

Australia

 

Q. Why have I not received confirmation of my order?

There are a few main reasons why you may not have received a confirmation after placing an order. It may be that your email address has a typo, please check that your email address has been entered correctly.

The confirmation has gone into your junk/spam folder, please check there for your confirmation, particularly for Hotmail and Live accounts.

Alternatively, there was an error submitting the order in the case of the latter we will contact you as soon as possible.

Q.    Why have you contacted me to say the item is not in stock after I purchased it and it said ‘in stock’ on the website?

Birkis4U endeavour to get all items ordered out to you as soon as possible. If there has been an unforeseen stock shortage in our warehouse, we will try to source the item from our boutique stores. If there is none available, someone from the Customer Service team will contact you as soon as possible.

Q.    I have purchased multiple pairs and only part of my order has arrived?

Sometimes Birkis4U ships items in split shipments, this means multiple items may arrive separately. Normally, we will notify you of a split shipment via email. Please check your email (and junk mail folder) for a split shipment notification.

Otherwise, there may have been a picking error and the quantity overlooked.  Our sincerest apologies for this, if you did not receive notification of a split shipment and your correct order quantity has not arrived please contact our Customer Service team and we will rectify the situation for you as soon as possible.

Q.    I would like to speak to someone on the weekend.

Office hours for online purchases are Monday to Friday 9am to 5pm.

The boutiques and HQ store do not have access to information regarding online orders. If you have a query about an order you have placed, please email or call the toll free number 1800 623 423 (option 1 for online) and leave a message. Staff check the messages before processing on Monday mornings.

Queries for fitting advice can be answered by any of our three boutique stores, which are open on the weekends. You can find their opening hours here.

Q.    I need to change/cancel my order.

If you would like to cancel an order that you have placed please contact us as soon as possible via phone 1800 623 423 (option 1 for online) or reply to the order confirmation email you received when placing your order, we will endeavour to accommodate your request, however once items are processed and despatched they cannot be cancelled. Unfortunately, we are no longer able to change an item in your order. If you have ordered the wrong item, you will need to cancel your order and place a new order with the correct size or style.

Q. How do I check the Status of my order?

The confirmation of order and shipping update are sent via email, check your junk folder is you have not received any. For status updates, simply email by replying to either your order confirmation or shipping email or contact the Customer Service team.

Q.    How do I track my online order?

When your order despatches, you will receive an email with a tracking number and a link to the tracking page of the respective courier company’s website. There you can enter the tracking number and check the status of your order. If you have not received your tracking or order confirmation emails, check your junk folder and inbox filters first, and failing that please contact our friendly Customer Service team.

Shipping & Delivery

Q.    How long will it take my order to arrive?

Birkis4U generally despatches orders within 1-2 working days. However, during busy periods such as the lead up to Christmas and Easter Holidays it may take up to 4 business days to despatch. Please note we do not ship on weekends or public holidays.

Normally, delivery times after despatch vary from next day delivery for some capital cities, to 3-5 days for rural areas, and up to a week for remote locations. Delivery times are estimated and not guaranteed.

Shipment is via StarTrack couriers. For Post Office Boxes Australia Post Express is used. There have been some changes to delivery, due to COVID-19 please read here.

If you require assistance to track your parcel, please contact StarTrack or Australia Post with your tracking number ready or contact our Customer Service team.

Q.    Can I speed up my delivery?

No, all orders ship express, there is no way to speed up delivery. Orders placed online on any given week day are generally processed and shipped the following  working day with the exception of public holidays and the lead up to Christmas.

Q.    Can I ship to multiple addresses?

No, unfortunately, each order must have a single shipping address. If you are shopping for persons at multiple addresses, you will have to place each order separately.

Q. I have input my address incorrectly. Can you change it?

It is the customer's responsibility to enter all the correct address details for delivery. If you have made a mistake on your address or would like it changed. Contact customer service as soon as possible. Please note, if the order has been processed address changes are impossible and the order can only be cancelled. Birkis4U does not guarantee delivery if the address is entered incorrectly.

Q. I have both PO Box and street address, which can I use?

If you have both a street address and PO Box, please choose one only. Do not input both addresses into the shipping details. This will delay your order until we can confirm a single address. We do ship to PO Boxes so if this is your preferred shipping address please only use this address.

 

Returns

Q.    What is your returns process?

To return your order please email the Customer Service team with your order number and request a return authorisation number. You can also reply to your order confirmation, this will automatically include your order number and purchase details.

All returns for change of size or change of mind must be sent via a traceable service at the expense of the customer, exchanged goods will be shipped back free of charge.

You can find terms and conditions and returns policy details here.

Q. What does return eligibility mean?

To be eligible for return, all products must be in their original condition and packaging. That means that they must be in new, unused, and unworn condition.

If the product shows any signs of wear, the return will not be accepted. For example, sweat or dirty marks on the suede lining of the footbed, sand or dirt in the grooves of the sole, scuffed uppers etc. (Faulty items exempt).

Please do not write on the product packaging or use sticky tape on the boxes. Where possible, we try to minimise waste by reusing boxes as part of our sustainability commitment.

Due to hygiene reasons, we do not accept returned socks and hosiery if removed from the packaging.

Q. The Item I ordered is faulty. What do I do?

If your order is damaged or faulty upon delivery, Birkis4U will replace or repair them on the condition that written notification of their damage is advised (via email) to our Customer Service team within three (3) days of receipt of goods. The Customer Service team will advise how to proceed with returning the faulty or damaged goods as quickly as possible.

Q. Can I exchange my order?

Due to new restrictions at our warehouse, we will no longer be offering exchanges, upon receipt of your return, we will refund your order or issue an online credit note for you to repurchase the size or style you need via the website

We will also do all we can to help you find the correct size or should you wish, a style that suits better.

Q. Can I return my order for a refund?

Birkis4U is dedicated to providing their customers with quality products, ensuring that each transaction results in a satisfactory shopping experience. We are happy to refund orders provided they fit our return criteria. Any returns should first be advised via email, as above, to obtain a return authorisation number.

Credit Card refunds may take up to 5-10 days to clear from day of refund and PayPal transactions may take up to 3 days to clear.

Any returns should first be advised via email to obtain a return authorisation number.

Care and Repairs

Q. Can my Birkenstocks be repaired?

We offer a number of services to ensure the continued best comfort and value for money.

As people's feet differ, so too does the wear of their Birkenstocks. For those who wear the heels and tips of their shoes first, heel and toe tab replacements are available. These should be replaced before the sole begins to wear away at the cork footbed. For those who are particularly hard on their heels, hardwearing heel tabs are also available. These are best done when the soles are still relatively new to further extend the life of your shoes. When the soles are worn evenly, (i.e. when the tread pattern of the soles can no longer be seen) it is time for a complete sole replacement. Sole replacements are available for sandals as well as shoes.

All repairs are assessed on a case-by-case basis.

Q. How do I get my Birkenstocks repaired?

For repair information you can call our workshop directly on 1800 623 423 (option 2 for Workshop)

Our three boutiques facilitate repairs; you can drop your shoes into or post them to be assessed. Most of our staff can assess damage but official assessments are made by the workshop.

Q. I don’t live in Melbourne, can I still get repairs done?

Yes, you can contact the Birkenstock Workshop at Clifton Hill to post in your Birkenstocks for repair. It is always best to contact them before you send your Birkenstocks in so they have your contact details and information regarding the repair case.

Alternatively, you can use an authorised Birkenstock repairer, which can find listed here.

Some independent stockists also take in Birkenstocks for repair. You will need to refer to their repair information and policies for prices and processes.

Q. Can I send a single shoe for repair?

Try to avoid sending a single shoe. It is always best to send the pair.

Q. How long does a repair take?

Turn around time for repairs will vary at different times of the year. Summer time is peak time and will take longer than the winter months. Ask your retailer for the current turn around time when you drop your shoes off for repair.

Q. Why is the cork dry and crumbling?

Birkenstocks with an exposed cork footbed, may require cork repair due to general wear over time. This is achieved by using heat-moulded cork, which we re-build and grind back to the original shape of the footbed. To extend the life of your cork footbed we suggest you maintain the light covering of cork sealant around the edge, which protects the cork from the elements and prevents it from drying out.

Please note that both the footbed and soles of Birkenstock shoes can be damaged by exposure to extreme heat and water. Do not leave them in a hot car in summer, and if they become wet, dry them out slowly, away from direct heat, never directly in front of a heater.

Please visit Repairs to find a Birkenstock repairer near you.

For care tips and material information please download this pamphlet. Care Tips.

Sizing and Fitting

Q.    Do you offer fitting assistance?

Yes, we do offer fitting and sizing assistance, you can call or email the Customer Service team for fitting advice or you can find sizing guides here.

Q.    How do I know if I need a regular or a narrow width?

The majority of people are a regular fitting. When you first try a pair of Birkenstocks, they may seem large and roomy. Once you take into consideration how a Birkenstock fits and that its design is not like a narrow fashion shoe but encourages your toes to spread outwards naturally, you should be able to gauge the correct width. You can adjust and tighten the straps in a sandal, if the straps are still too loose on your foot you can have extra holes punched in the strap or if there is significant room on either side of your foot in the footbed you are most likely a narrow.  In a narrow fitting, you should still have some space along the sides of your feet and they should not ride up along the side rims of the footbed.  You can find the width measurements in the size guide.

On the footbed of all Birkenstocks, there is a little printed footprint. The narrow width has a solid footprint; the regular width has an outline of a footprint.

Q.    Is it normal for my feet to hurt after wearing my new Birkenstocks, how long does it take to break in a new pair?

We recommend you should break in a new pair of Birkenstocks slowly. Start by wearing them around your house and increase the time you wear them gradually. It can take time for your foot to adjust to the contours of the footbed, and for the cork/latex to flex and mould. Ideally, an hour or two at a time until you feel comfortable to increase to a longer period.

Payment

Q. What payment methods do you accept?

Payments online can be made using Visa, MasterCard, AMEX and PayPal.

Website & Checkout

If you are experiencing any difficulties navigating the website or during the checkout process please contact our Customer Service team. It is important not to keep refreshing the page if you are waiting for a payment to clear in the payment page, as this will interfere with the charge process.

Gift Voucher Information

Q.    Can you buy Gift Vouchers online and where can you use them?

Yes, we offer gift vouchers online here.

Online Gift Vouchers are a printable PNG file that includes your message, voucher amount and the code to redeem online. The voucher sends to a nominated email address.

The recipient of a voucher can redeem online at checkout or it can be printed and used in any of our three stores: Birkenstock Boutique Clifton Hill (HQ), Birkenstock Boutique Doncaster, or Birkenstock Boutique St Collins Lane. All other Birkenstock retailers throughout Australia are independent stockists.

Q.    I ordered a Gift Voucher online and it has not arrived.

Birkis4U Gift Vouchers are E-vouchers emailed to a nominated email address and not physical vouchers sent via post. This could be your own email address or the email address of the intended recipient. 

Please check the order has gone through and is not pending. If the order has gone through, check the recipient email address is correct and that the voucher email has not gone through to the junk or spam folder.

Check the date you have entered for delivery. You can nominate a future date to email your gift voucher. For example, if it is Friday and your friend’s birthday is on Tuesday, you can purchase the voucher on Friday but nominate the recipient to receive the emailed voucher on Tuesday.

If everything is in order and you still have not received the voucher, please contact our Customer Service team for assistance.

Product Availability

Q. What happens if an item in my order is not available?

If there has been an unforeseen stock shortage in our warehouse, we will try to source the item from our boutique stores or order in another pair. If there is none available, someone from our Customer Service team will contact you as soon as possible. You are welcome to exchange or refund.

Q. Can I find the same products offered online also in stores?

Birkis4U venture to stock as large a range as possible. Most of these styles can also be found across retailers in Australia, but not all. Our three boutiques endeavour to stock as many similar items to the online store as possible.

Q. How do I find out if a product is available at a store near me?

The best way to find out if your local store is an independent stockist or a Birkenstock mono store is to use the store and stockist finder on our website here Stockists do not always stock the same items as our online store. It is always better to contact the store prior to travelling to check if they stock the item you are looking for and when their opening hours are.

Q. Are the prices the same online and in store?

Birkenstock Australia set the recommended retail price for Birkenstock products in Australia. We follow these prices online and in our three mono store boutiques. Other stockists in Australia are independent retailers and Birkis4U are not responsible for their pricing choices. We do not price match.

Q. Do you offer large sizes EU 46 +?

The Birkenstock core classic range offers some styles larger sizing.

In sandals, the Arizona, Ramses, Milano and Boston are available in some colours and materials up to size 50. You can view these sandals here.

The Profi Birki, Super Birki, Tokio, London and the QO and QS work shoes are available up to size 48.

The Traditional Blue Footbed insoles are also manufactured up to size 48.

Although we try to keep as many of the larger styles in stock as possible, they do sell out. Please contact our Customer Service team if you cannot find any of larger sizes on our website and have any queries regarding availability.

Q. How long will items stay in my cart?

Carts are cleared every 40 minutes.

Q.    Why is the item I want still out of stock?

Despite our best forecasting efforts, stock shortages may occur for a variety of reasons. Most commonly, this is down to production issues or import delivery delays. Some styles are also seasonal and limited.

You can contact our Customer Service team to check on the arrival of a style or to check if any other retailers have received stock of that item.

Q.    Can you advise me where to purchase an item you do not stock?

Yes, please contact Customer Service via telephone or email, we are more than happy to pass on details of other retailers who have received the item you are after.

Q.    Why can’t I find my favourite style anymore?

Generally, styles that are hard to find may have been seasonal items in limited supply or discontinued by the manufacturers.

Q.    I have seen a great pair of Birkenstocks on another website, but not on your website. Where can I get them?

We try to keep a large variety of styles, colours and sizes in stock that suit the majority of our customers. It is unfortunately, impossible to stock absolutely everything. Foreign markets may have specialty styles or colours made specifically for their market. Birkenstock has staple, core styles that are usually available all year round. In addition to the classic core range, there are seasonal specials, which are released and available in limited quantities. If you find something you like elsewhere, you are welcome to contact us to find out more about the availability of that style.

 

Account

Q. I cannot login to my account. Can you change my password?

 

To reset your password, please use the automated ‘Forgot password’ email link on the login page.

 

Q. Can I see what I have previously ordered?

For information on previous items, that you have purchased or to alter user details you can contact our Customer Service team.

Additional FAQs relating to COVID-19

Deliveries

Q. Have delivery periods changed during COVID-19 restrictions?

We have experienced a sharp increase in online ordering during this time. Although we have endeavoured to still be able to send out orders within 48 hours, our freight providers Australia Post and StarTrack have indicated delays in their network. You can find information about the delivery delays here and here. Currently Australia post has suspended their Express Post service. Our Freight Providers will continue to use authority to leave (ATL) if safe to do so as per our normal delivery conditions.

If you have not received your delivery after the extended delay period, please contact our online customer service team.

Stores

Q.  What measures have you put in place to ensure customer and staff safety?

To comply with the Victorian Government’s new stage 4 restrictions, we have temporarily closed our boutiques until further notice.

Our dispatch team has been reduced and there are some delays on orders due to freight and logistics.

Q. I purchased with www.birkenstock.com.au, can I return the item from my online order in store?

Unfortunately, not at this time, as stores are closed it is best to follow the online return procedure.

Q. Can I still be fitted for Birkenstocks in store?

Social distancing measures mean that we had already suspended our hands-on fitting service in stores. We have now temporarily closed the stores. Our online customer service team are happy to answer any product queries, and can instruct you on how to fit and offer excellent fitting advice.

Repairs

Our Repair service is still available. You can post your repairs into the workshop. Please note there are some changes to the turnaround times as the team are following government guidelines for social distancing and there are limitations on the workshop space. For repair information and contact details look here.