Refund policy

Returns

 

Change of mind or size?

  • • Returns are accepted within 30 days of your order date.
  • • We are unable to facilitate exchanges. You can select a full refund, or a credit note to repurchase the correct item or size in a new transaction.
  • • Online orders must be posted back and cannot be returned to store locations.
  • • Return shipping is at the customer's expense. Once you have lodged a return request a return confirmation email will be sent with a link to our Australia Post return portal where the shipping label is created at a flat rate of $14.95.
  • • Returned items must be unworn in original packaging and meet our return conditions.
  • • The shoe box and all labels are part of the product, you must return the shoe box and packaging with your returned item. Please do not write on or stick address labels to the shoe box as this may result in your return being rejected. 

 

Damaged, incorrect, or faulty item?

  • • If you have received a damaged, incorrect, or faulty item please contact our customer service team as soon as possible. 
  • • You can reply to your order confirmation email or send your email directly to help@birkenstock.com.au
  • • Please include clear photos of the fault or issue if you can.

 

Return Process

1. For change of mind returns, please use the Birkenstock Australia Online Store return portal. Enter your Order ID number and the email the order was placed under to start the return process. Choose your return outcome, refund or credit. For items received as a gift please select the option at the bottom of the portal for returning a gift.
Visit our returns portal to get started: 


START YOUR RETURN


2. Once you have lodged a return request a return confirmation email will be sent with a link to our Australia Post return portal where the shipping label is created at a flat rate of $14.95.


3. Print the label or take the code to the post office to be scanned and printed for you. Affix to the reusable shipping box and post.


If you chose not to use our flat rate Australia Post return portal to create your return shipping label, please include your name and order number on the return. The order number MUST BE clearly displayed on the front. The absence of an order number will delay the process of your return. We are not responsible for lost return consignments made outside of our return portal. It is the customer’s responsibility to send their return consignment via a traceable source and follow up with the carrier, we cannot assist with tracking consignments lodged outside of our return portal.


Incorrect, damaged or faulty upon delivery

If your order is incorrect, damaged or faulty upon delivery, www.birkenstock.com.au will replace, repair or refund them on the condition that written notification of the issue is advised (via email) to our customer service team within three (3) days of receipt of goods.

Please contact help@birkenstock.com.au for further instructions. The customer service team will advise how to proceed with returning the incorrect, faulty or damaged goods as quickly as possible. 

Please do not use our returns portal for incorrect, damaged or faulty returns.


Returns Processing Time

Once we receive your return, it can take up to a week for it to be processed. This may be longer in periods of high demand, such as Christmas.


Returns Conditions

All returns for change of size or change of mind must be sent via a traceable service at the expense of the customer. 


We request that you do not write on the Birkenstock product box or use sticky tape on it. The Birkenstock box and all labels are part of the product itself and need to be returned to us in saleable condition. We encourage you to reuse the outer carton that we send your order in, but other posting material is okay if you have discarded it. Please do not send an item with the address label placed directly on your shoe box  as this may result in your return being rejected.


Upon receipt of your returned products, www.birkenstock.com.au will happily reimburse you for the cost of the goods providing they meet our standard conditions for return. We reserve the right to refuse a refund or charge a restocking fee if:


  • • The products are marked, damaged or show signs of wear, this includes footprints and toe marks.
  • • The products are not returned in their original condition.
  • • The products are not returned with the original Birkenstock box.
  • • Due to the intimate nature of and for OHS reasons socks cannot be returned if the packaging has been removed.
  • • Skincare and Shoe Care items cannot be returned.
  • • Products purchased on sale or discounted items cannot be returned even if the size is incorrect. They are final sale items.


We will contact you if the items you have returned do not comply with our returns policy and are not eligible for a refund.


We do not ship internationally and reserve the right to cancel orders placed with on-shipping companies. Any orders that may have been missed in screening and shipped to an on-shipping company address will need be returned at the expense of the customer, inclusive of incorrect and faulty item claims. The flat rate will not apply as this is for domestic shipping only.


Birkenstock Australia Online will only provide a pre-paid shipping label for a faulty or incorrect item where the end receiver of the order transaction is within Australia.


All customers returning are required to acknowledge and accept the return policy.


Damaged in Transit

Damaged goods must be returned to the offices of www.birkenstock.com.au within 14 days of receipt and notification of intent to return to be eligible for a refund. www.birkenstock.com.au will cover any postage charges you incur if the product/s are found to be damaged in transit or found to be faulty.


We reserve the right to refuse damaged claims on orders placed to on-shipping company addresses where the goods have then been reshipped outside of Australia through freight companies that are not our business partners.


Faulty Claims

All faulty claims are assessed on a case-by-case basis on site by our workshop. The customer service team must be notified of any defects or faults as soon as they present. Please contact help@birkenstock.com.au for further instructions. The customer service team will advise how to proceed with returning the faulty or damaged goods as quickly as possible. Once a return authorisation has been issued, the item/s must be returned within 14 days. Please do not use our returns portal for damaged or faulty returns.


Faulty items will be assessed for repairability first in accordance with our commitment to sustainability and waste reduction and as is our right under the ACCC guidelines to repair any goods where possible before replacement or refund after being subject to assessment.


Incorrect Items

Occasionally, an incorrect item may be sent out accidentally. If you receive an incorrect item, please contact the customer service team via email help@birkenstock.com.au, who will issue you a pre-paid postage label and return authorisation number. Once a return authorisation has been issued, the item/s must be returned within 14 days.


International Orders

We do not ship internationally and reserve the right to cancel orders that have been placed from outside Australia through on-shipping services. If an order such as this was missed in our screening and shipped and the goods appear faulty or wrong upon receipt, they will need to be returned to Australia at the expense of the customer and can only be refunded as we will not reship internationally or reship to a known on-shipping company.


Refunds

If the product is unsuitable, you can return the item for refund or an online store credit in the form of an online gift card to repurchase what you need. Please choose your refund method carefully. Refunds to gift cards are valid for three years from the time they are created. If you choose to have your order refunded to a gift card, then gift card policy applies. This means once the gift card has been created it is not refundable and cannot be redeemed for cash.


We would love to help you find the correct size or should you wish, a style that suits better. www.birkenstock.com.au 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 policy criteria.


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.


Exchanges

Due to restrictions at our warehouse, items can no longer be exchanged directly. Upon receipt of your return, we will issue you a refund or alternatively, an online credit note for you to repurchase the size or style you need via the website. Please note, gift card credit notes once created, are not redeemable for cash or refundable. For Melbourne metropolitan customers, we can no longer accept items for return or exchange in our boutique stores, please follow the online return process outlined above.

 

Extended Christmas Returns Period

During the Christmas shopping period, orders placed from 1st November up until the 31st of December will have an extended return period of 90 days, excluding all sale items from any of our promotions during this time.


Final Sale Notice

Discounted sale items are final sale and cannot be returned or exchanged for change of mind or size. Sale terms and conditions can be read at the following links: 

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