Help & FAQs

Have a question?


We've collated our most Frequently Asked Questions (FAQ) below to help. Find answers about ordering, shipping, delivery, returns, and much more.


Still can't find what you're looking for? Contact us for more support. Our customer service team are available Monday to Friday, 9am to 5pm AEST.

 

Online Orders

How do I check the status of my order?
How do I contact you about my online order?
How do I track my online order?
I have emailed several enquiries and have not received a reply?
I need to change or cancel my order.
I would like to speak to someone on the weekend.
I'm having difficulty using the website, can you help?
Only part of my order has arrived.
The item I ordered is faulty. What do I do?
Why have I not received confirmation of my order?
Why have you contacted me to say the item is not in stock after I purchased it on the website?

Shipping & Delivery

Can I ship to multiple addresses?
Can I speed up my delivery?
Can I use the Traditional Place Name in my shipping address?
Do you ship internationally?
How long will it take my order to arrive?
I have both PO Box and street address, which can I use?
I have input my address incorrectly. Can you change it?
The tracking status for my order says 'delivered' but I can't locate it, what should I do?

Returns

Can I exchange my order?
Can I return my order for a refund?
Can I return to you a pair of Birkenstocks I purchased while traveling overseas?
How do I make a return?
How to reuse the shipping box
I have received a pair of Birkenstocks as a gift. Can I return them without a proof of purchase?
What does return eligibility mean?

Sizing & Fitting

How do I know what size Birkenstocks to buy?
Are Birkenstocks good for wide flat feet?
Do Birkenstocks run big or small?
How do I know if I need a regular or a narrow width?
How do I know if my Birkenstocks fit?
Should Birkenstocks be loose or tight?
Why can't I find Birkenstocks in sizes smaller than EU 24?

Repairs

Can my Birkenstocks be repaired?
How do I get my Birkenstocks repaired?
How long does a repair take?
I don't live in Melbourne; can I still get repairs done?
Why is the cork dry and crumbling?
Can I send a single shoe for repair?

Product Availability

Are the prices the same online and in store?
Can I find the same products offered online also in stores?
Can you advise me where to purchase an item you do not stock?
Do you offer large sizes EU 46 and above?
How do I find out if a product is available at a store near me?
I have seen a great pair of Birkenstocks on another website. Where can I get them?
What happens if an item in my order is not available?
Why can't I find my favourite style any more?
Why is the item I want still out of stock?
Will you be restocking seasonal items?

Gift Cards

Can you buy gift cards online and where can you use them?
I ordered a gift card online and it has not arrived.
My online gift card is about to expire, can you extend it?
Why is my gift card not working?

General Product Questions

Are Birkenstocks good for walking long distances?
Can you get Birkenstocks wet?
Can you wear Birkenstocks to the beach?
How can I stop my Birkenstocks from squeaking?
How long does it take to break in a pair of Birkenstocks?
How often should you replace Birkenstocks?
I think I may have received a counterfeit product.
Is there a difference between male and female Birkenstocks?
What do the three numbers such as 245 mean on Birkenstocks?
What is Birko-Flor material?
What is the difference between BirkiBuc and Birko-Flor?
What is the difference between Birko-Flor and leather?
What material is EVA?
Which Birkenstocks are more comfortable?
Why does the colour of my Tabacco Brown leather Birkenstocks look so different to the image?

Care Essentials

Are Birkenstock Care Essentials certified?
Are Birkenstock Care Essentials made with natural ingredients?
Are Birkenstock Care Essentials suitable for children?
Are Birkenstock Care Essentials vegan?
Can I return opened Care Essentials products?
Can I use Birkenstock Care Essentials during pregnancy?
Do Birkenstock Care Essentials contain allergens?
Do Birkenstock Care Essentials test on animals?
How effective are Birkenstock Care Essentials?
How long do Birkenstock Care Essentials last?
How should Birkenstock Care Essentials be stored?
Is Birkenstock Care Essentials packaging sustainable?
What should I do if I have an allergic reaction to one of Birkenstock Care Essentials?
What’s the best order to use Birkenstock Care Essentials?
Where are Birkenstock Care Essentials made?
Why is the Pumice Stone made out of glass and not real stone?
What do I do if I ordered the wrong size Birkenstocks?