Help and FAQs
Hello Valued Customers,
Thanks to the dedication of essential workers and the cooperation of all Australians employing social distancing to combat COVID-19 we are happy to be able to reopen all three of our stores.
Our website continued to operate over the last few months making sure your orders reached you. We appreciate your support and understanding regarding measures taken to incorporate social distancing causing 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.
With the easing of social distancing rules, we have reopened our St Collins Lane and Westfield Doncaster boutiques. Our HQ store remained open in strict accordance with the social distancing rules. Our current hours of operation are here.
We continue to operate in accordance with the Victorian Government’s health and safety advice, monitoring the COVID-19 situation closely.
The health and safety of our staff, customers and community is paramount, we have taken precautionary measures to provide safe, hygienic environments for everyone.
Thank you for your continued support, we are looking forward to welcoming you back in store.
The Birkis4U Team
Help and FAQS
1. Who do I contact about my online order?
COVID 19 – We are currently experiencing high demand, there may be delays to shipping and enquiry response times.
You can contact Customer Service by telephone during business hours 9am to 5pm Monday to Friday (exluding public holidays).
The number is Toll Free: 1800 623 423 – Select Option 1 for Online Orders
We are also 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.
Our head office address (retail store and workshop) -
113-115 Queens Parade
Clifton Hill 3068
2. Why haven’t I received confirmation of my order?
There are a few main reasons why you may not have received a confirmation after placing an order;
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.
Or there was an error sumitting the order in the case of the latter we will contact you as soon as possible.
3. I’ve sent several email enquiries and have not received a reply?
It is possible we have replied to you and our reply has gone through to your email junk/spam folder.
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.
4. I would like to speak to someone on the weekend.
Office hours for online purchases are Monday to Friday 9am to 5pm.
Queries for fitting advice can be answered by our HQ store and two Melbourne boutique stores which are open on the weekends. You can find their opening hours here.
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. Messages are checked before orders are processed on Monday mornings.
5. Can you buy Gift Vouchers online and where can you use them?
Yes, we offer gift vouchers online here http://www.birkenstock.com.au/voucher.
Online Gift Vouchers are sent as a printable PNG file that includes your message, voucher amount and the code to redeem online. The voucher will be delivered to your nominated email address.
The voucher can be redeemed online at checkout or 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 http://www.birkenstock.com.au/stores. All other Birkenstock retailers throughout Australia are independently owned and operated.
6. I ordered a Gift Voucher online and it never arrived.
Birkis4U Gift Vouchers are E-vouchers that are 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 that the email address has been entered correctly and that the voucher email has not gone through to the junk or spam folder of the nominated email address.
Check the date you have entered for delivery. You can nominate a future date for your gift voucher to be emailed. For example, if it is Friday and your friend’s birthday is on Tuesday, you can purchase the voucher on Friday but nominate for the recipient to receive the emailed voucher on Tuesday.
If everything is in order and you still have not received the voucher, please contact us on 1800 623 423 (option 1 for online)
7. Can I ship to multiple addresses?
Unfortunately not, each order must have a single shipping address when you check out. If you are shopping for people at alternate addresses you will have to place each order separately.
8. 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 confimation email you received when placing your order, we will endeavour to accommodate your request, however once items have been shipped 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.
9. How long will it take for my order to arrive?
Birkis4U generally ships orders within 24-48 business hours, however, during busy periods it may be 72 business hours. Shipment is made via StarTrack couriers and Australia Post Express is used for Post Office Boxes. Delivery times after despatch vary from next day delivery for some capital cities, to 3 days for rural areas, and up to a week for remote locations. If you require assistance in tracking your package please contact one of our customer service staff.
10. Can I speed up my delivery?
All orders are shipped 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.
11. How do I track my online order?
You will be emailed a tracking number and a link to the tracking page of the respective courier company’s website, where you can enter the number and check the status of your order. Please refer to number 2. above if you have not recieved your tracking or order confirmation.
12. I have purchased multiple pairs and only part of my order has arrived?
Sometimes Birkis4U ships items from our Boutique stores and this will arrive as a separate parcel, normally you will be notified of a split shipment via email. Otherwise there may have been a mistake when your order was being picked and the quantity was overlooked. Please check your email (and Junk mail folder) for a split shipment notification, if it has not been indicated and your correct order quantity has not arrived contact our Customer Service Staff.
13. 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. Sometimes items that appear in stock on the web may not physically be there when the order is being picked for delivery. This could be due a number of reasons and in this event we will try to source the item from our boutique stores. If that is not available you will be contacted as soon as possible by a Customer Service staff member.
14. I have purchased a pair of Birkenstocks from another retailer online; can I return them to you?
BirKis4U is an independent retailer like all other retailers in Australia, although it is a sister company to Birkenstock Australia, the Australian distributor of Birkenstock. There are three physical stores connected to http://www.birkenstock.com.au, these stores are Birkenstock Boutique Clifton Hill, Birkenstock Boutique St Collin's Lane Melbourne and Birkenstock Boutique Westfield Doncaster. All other Birkenstock dealers in Australia are independently owned and operated and as such any purchases must be returned to the original retailer where the goods were purchased. We are unable to accept returns from other stores and do not have control over independent retailers or their Returns Policy.
15. I purchased a pair of Birkenstocks while traveling overseas, can I return them to you?
Birkis4U are a separate independent Birkenstock retailer and are not connected to 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.
16. I have received a pair of Birkenstocks as a gift however they are not right, 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.
17. Why is the item I want still out of stock?
Despite our best forecasting efforts, stock shortages may occur for a variety of reasons, but most commonly production issues or delivery delays.
You can contact our Customer Service Staff to check on the arrival of a style or to check if any other retailers have received stock of that item.
18. Can you advise me where to purchase an item you do not stock?
Yes, we are more than happy to pass on details of other retailers who have received the item you are after. Please contact Customer Service via telephone or email.
19. Why can’t I find my favourite style anymore?
Generally, styles that are hard to find may have been seasonal items in limited supply.
20. 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 and unfortunately it is impossible to stock absolutely everything. Foreign markets may have specific styles or colours made. Birkenstock has staple styles that are usually available all year round and also seasonal specials which are released and available in limited quantities. If you find something you like elsewhere, you can contact us to find out more about the availability of that style.
21. What is your returns policy? Can I get a refund if I don't like the style/fit I ordered?
Birkis4U Pty Ltd is dedicated to providing their customers with quality products, ensuring that each transaction results in a satisfactory shopping experience. All products can be returned for an exchange or refund if the product is faulty, does not fit correctly or is unsuitable.
All products must be returned in their original condition and packaging, that means that they must be in new, unused, and unworn condition. If the shoes show any signs of wear (such as sweat/dirty marks on the suede lining of the footbed, sand/dirt in the grooves of the eva sole, scuffed uppers etc), we cannot resell them and the return will not be accepted.
Upon receipt of your returned products, Birkis4U Pty Ltd will happily reimburse you for the cost of the goods providing they meet our conditions of return.
Please do not write on the boxes or use sticky tape on them. Where possible, we try to minimise waste by reusing boxes or using the label from the box, on a new box.
All returns for change of size or change of mind must be sent via a traceable service at the expense of the customer, however, exchanged goods will be shipped back free of charge.
If the products purchased at Birkis4U Pty Ltd are damaged upon delivery or faulty, Birkis4U Pty Ltd will replace them on the condition that written notification of their damage is advised to our Customer Service Centre within three (3) days of receipt of goods. Damaged goods must be returned to the offices of Birkis4U Pty Ltd within 7 working days of purchase to be eligible for a refund. Birkis4U Pty Ltd will naturally reimburse you for any postage charges you incur if the product/s are found to be damaged in transit or found to be faulty.
All faulty claims are assessed on a case by case basis on site by our workshop. Our Customer Service Centre must be notified of any defects/faults as soon as they present. Once a return authorisation has been issued the item/s must be returned within seven (7) days.
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.
Outgoing shipping is free of charge as is shipping when exchanges are returned to you.
22. What happens if the pair I ordered doesn’t fit or doesn’t suit me?
If your Birkis4u order arrives and you find the size is incorrect or does not suit you, you can contact the Customer Service Department to arrange an exchange or refund. We will do all we can to help you find the correct size or should you wish, a style that suits better.
23. Do you offer any sizing information?
Yes, we do offer sizing assistance, you can call or email the Customer Service Staff for fitting advice or you can find sizing guides here http://www.birkenstock.com.au/sizing
24. 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 is meant to encourage 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 http://www.birkenstock.com.au/sizing
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.
25. 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 mold. Ideally an hour or two at a time until you feel comfortable to increase to a longer period.
26. Why don’t you ship internationally?
Every country has it's own Birkenstock distribution network. International shipping of individual pairs has a considerable environmental impact and does therefore, not comply with our sustainability commitments.
27. What payment methods do you accept?
We accept, Visa, Mastercard, AMEX and PayPal.
Additional FAQs relating to COVID-19
Online Order 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.
Q. What are the new opening times for the Birkenstock Boutiques?
Birkenstock Boutique opening hours.
Q. What measures have you put in place to ensure customer and staff safety?
· Stores are limiting capacity to allow safe distances and encouraging customers to maintain a distance of at least 1.5m apart in store.
· There are markers on the floor to indicate the distance between staff and the customer at the sales counter.
· We are cleaning high touch surfaces in our stores more frequently and provide sanitizer.
· At this time, our services are limited and fittings are suspended.
· Repair services are still available, 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.
· We are suggesting cashless payments to limit contact where possible.
· For some time as part of our sustainability agreement, we encourage customers to forgo bags when possible and recycle their boxes with us.
Q. I purchased with www.birkenstock.com.au, can I return the item from my online order in store?
Yes, you can return any item you have purchased at www.birkenstock.com.au at any of our three stores. Please ensure you have your proof of purchase with you. (Orders paid with PayPal cannot be refunded in store)
Q. Can I still be fitted for Birkenstocks in store?
Social distancing measures mean that we have suspended our hands on fitting service; store staff are unable to fit the shoes on you but can instruct how to fit and offer excellent fitting advice.