Help and FAQs
1. Who do I contact about my online order?
You can contact Customer Service by telephone during business hours 9am to 5pm Monday to Friday.
The number is Toll Free: 1800 623 423 – Select Option 3 for Online Purchases
We are also contactable via email; email@example.com 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 three 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.
Please check your junk/spam folder for your confirmation, especially for Hotmail and Live accounts.
Your order says “Pending” and has not completed the transaction/ sale and therefore a confirmation was not generated.
3. Why does my order status say “Pending”?
A pending status means that the transaction was not completed because of bank issues or internet connection issues. You can wait and try to place the order again or call the Customer Service Staff on -
Toll Free: 1800 623 423 – Select Option 3 for Online Purchases to speak to someone in the online department who has access to your order details and can help you process the order.
4. 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 3 (Monday to Friday 9am to 5pm) to check if we received your email.
5. I would like to speak to someone on the weekend.
Office hours for online purchases are Monday to Friday 9am to 5pm. The Clifton Hill HQ store and the Birkenstock Boutique Melbourne are open Saturday 10am-5pm for fitting advice and queries, however, they 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 3 for online) and leave a message, messages are checked before orders are processed on Monday mornings.
6. 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 the checkout or can be printed and used in either of our two stores. The Clifton Hill HQ store or the Birkenstock Boutique Melbourne store http://www.birkenstock.com.au/about. All other Birkenstock retailers throughout Australia are independently owned and operated.
7. 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 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 3 for online)
8. 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.
9. I need to change/cancel my order?
If you would like to amend an order that you have placed please contact us as soon as possible via phone 1800 623 423 (option 3 for online) or email firstname.lastname@example.org, we will endeavour to accommodate your request, however once items have been shipped they cannot be cancelled.
10. 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 up to 72 business hours. Shipment is made via TNT Overnight First class or Couriers Please for the Melbourne Metropolitan area. 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.
11. 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 day are generally processed and shipped the following day. If you are in an urgent hurry you can call Customer Service to check the status of your order.
12. 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.
13. I have purchased multiple pairs and only part of my order has arrived?
Sometimes Birkis4U ships items from our Melbourne city store 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 contact our Customer Service Staff should your correct quantity not arrive.
14. Why have you contacted me to say the item is not in stock after I purchased it and it said ‘instock’ 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 Melbourne city store and if that is not available you will be contacted as soon as possible by a Customer Service staff member.
15. 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 two physical stores connected to http://www.birkenstock.com.au, these stores are Birkenstock HQ, Clifton Hill and the Birkenstock Boutique Melbourne. 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.
16. 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.
17. 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 from shoes purchased directly from us. There are many Birkenstock retailers in Australia and internationally. Unfortunately 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.
18. 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.
19. 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.
20. Why can’t I find my favourite style anymore?
Generally, styles that are hard to find may have been seasonal items in limited supply.
21. 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.
22. 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 standard conditions for 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.
Credit Card refunds will take 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 either via email to email@example.com or phone 1800 623 423 to obtain a return authorisation number.
Outgoing shipping is free of charge as is shipping when exchanges are returned to you.
23. 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.
24. 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 http://www.birkenstock.com.au/sizing
25. 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 youare 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.
26. 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.
27. 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.