FAQs

Delivery/Shipping

 

I have not yet received my online order. Where is it?

You will receive further tracking information to your email once your parcel is on it’s way to you! Please kindly note it may take up to 24 hours for your tracking to be valid with Australia Post. We do require our parcels to be signed for upon delivery. If you are not home at the time of delivery, Australia Post will re direct your parcel to the nearest post office and leaving a notification for collection card. If you have made your purchase as a registered member, you can track your orders' progress on the My Orders page listed under your account.

How long will it take to deliver my online order?

We offer free standard shipping on all Australian orders over $99.95; orders below this value are charged at a flat rate of $9.95. Your products are shipped from our warehouse in Victoria. Standard Shipping orders will be dispatched from our warehouse within 5-7 business days, and Express Shipping orders will be dispatched within 1-3 business days.In busy trading periods, orders may take longer due to high volumes. For more information refer to Delivery & Returns page.

Can I order online and pick up or collect my items in store?

Unfortunately, we are unable to provide a pick up or collection service for orders placed online. All items ordered online are shipped direct from our warehouse.

How do I track my online order shipment?

You will receive a shipping confirmation email to let you know you order is on it’s way to you! This will contact a click through link to your tracking details with Australia Post, as well as your tracking ID. Please kindly note it may take up to 24 hours for your tracking to be valid with Australia Post.

I have not received my online tracking. What should I do?

You will receive an order tracking confirmation email once your parcel is on it’s way to you. This will be emailed to the email address used on your order. Please check your junk mail folder in case it accidently ends up there. If you have not received your tracking email or are having issues accessing the link, please contact our support team at here for further assistance. If you have an online account with us, please log in and you can then access and view your order status under the “my account” section.

Can I send my order to a different delivery address to my registered or billing address?

Yes, you can send your order to another address other than your registered address, which is useful if you're sending gifts.

Can I make any changes or cancel my order after it has been placed?

We process and pack your order as fast as possible. Unfortunately, once an order has been submitted, we are unable to make any cancellations or amendments. Sorry for any inconvenience that this may have caused. Once you receive your parcel, if you wish to make a return for a refund, please contact us here and we will be able to provide a return slip for you. Unfortunately, we are unable to offer exchanges for online orders. If you wish to place another order in the meantime, you may do so at your earliest convenience by placing a new order online. Please see our Returns Policy for more details.

Can I update my delivery address after my order has been placed?

We process and pack your order as fast as possible. Unfortunately, we are unable to make any changes or amendments to an order or it’s delivery information once it has been placed. You can attempt to update your delivery address with Australia Post using the My Post Account (this is free to sign up) but please note this will only be available if specified on your order tracking. Once you receive your tracking information, you can then use the tracking number provided to update the address details. Please see below for sign up link: https://auspost.com.au/mypost/auth/#/register

Why should I provide my contact number at the checkout for my online order?

Please be assured that any contact details you provide to us remain confidential in our systems. It is recommended to enter your contact number at the checkout to ensure we can provide you with any updates regarding your order as required.

Are my credit or debit card details saved or secure?

We are strongly committed to protecting your privacy and providing a safe and secure online experience. We have taken measures to ensure that your credit card and personal details are kept safe.

Under an account, and when paying using the ‘Credit Card’ option, your details are saved with our secure payment gateway to ensure ease of checkout for your future purchases. If you have any questions regarding this, or wish to remove your payment details, please contact our customer service team. Alternatively, using Pay Pal as a payment option will avoid your details being saved to your account. Please be assured your details are not saved by Brand Collective, but our safe and secure payment provider. To see our full privacy policy, please click here.

What if I am not home when my online order arrives?

If you are unable to sign for your parcel upon delivery, Australia Post will determine if there is a safe and secure location to leave your parcel at the delivery address. If they deem that there is not a safe spot to leave the parcel without your permission, they will deliver the parcel to the nearest Post Office and leave a collection card of attempted delivery. You will then need to visit the declared post shop to collect your parcel. Please take your ID and the collection card with you. Please also check your tracking details (provided in your shipping confirmation emailed to you) for further updates.

My parcel has been declared return to sender! How can I resolve this and find out where my parcel is?

If you notice that Australia Post have been unable to deliver your parcel as declared “return to sender” on your tracking information (this can occur from time to time if the address is invalid, the person is unknown at the address or if the delivery driver has been unable to access the premises), please contact our online support team here for a resolution process.

Can I leave special delivery instructions for my online order?

Unfortunately, we are unable to process any special delivery requests for online orders. Please ensure the delivery address provided is valid and accessible for all deliveries. You can sign up to My Post with Australia Post to track and update your order. This will allow you to request a redirect or safe drop on your parcel (subject to the status and availability of this service). My Post is a free service provided by Australia Post.

Do you deliver to PO Boxes and Parcel Lockers?

Yes, we do deliver to PO Boxes and Parcel Locker with Australia Post. Please ensure to also enter the valid street address of the PO BOX or Parcel Locker at the checkout.

Do you ship internationally?

We currently offer shipping Australia-wide. We are unable to offer international shipping. If you have any further questions regarding this, please contact our online support team here.

What will I need to do to collect my online order from the Australia Post shop?

If you are not home to sign for your parcel on delivery, Australia Post will re direct your parcel to the nearest Post Shop and leave a collection card. Please take the collection card and your ID with you to collect this parcel as soon as possible. If you required further confirmation of your parcels location, please check your tracking link located in your shipment confirmation email.

Product Information

What size am I? Do you have a size guide?

We sure do! Our footwear and apparel size conversion chart for men, women and kids can be found here. You will also find on each product page, that you can click through to our size conversion chart. We try our best to provide the most accurate sizing information and conversions, however please keep in mind that due to the nature of footwear, not all sizing, styles or fabrics will fit or feel the same for every individual.

Product Information

How can I make an exchange of my online order?

We currently don't provide exchanges of styles/sizes, you can however contact our online support team to request a return for a refund within 28 days of placing your order, and then place a new order for the item you wished to receive. Please contact our team here and include the below information to request a return:

• Order #
• Details of the item you wish to return
• Reason for return

How can I make an exchange of my online order?

Please contact our online customer support team here and we will be more than happy to initiate a return for you, just include the following details:

• Order #
• Details of the item you wish to return
• Reason for return

Our customer support team will get back to you with your return parcel details & return authorisation slip. The shoe box is just as important as the shoes themselves, so please do not alter or damage in anyway – e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being invalid. Shoes cannot be returned for change of mind with scratched or dirty soles. We suggest you try them on for the first time on carpet to ensure they are in perfect condition.

 

Can I return or exchange my online order in store?

Unfortunately, we are not able to offer exchanges for online purchases through our Returns Centre. You will need to contact us here so we can assist you in organising a return and refund. You are welcome to place a new order through our website at your convenience.

What is the returns policy for my online order?

Volley is confident that you will be happy with your purchase. If for any reason this is not the case, we offer FREE RETURNS within 28 days of the order date. Volley will not take responsibility for returned items not received if registered post is not used. We have 4 conditions of return for change of mind, item(s) must be returned:

• Within 28 days of the order date
• Item must be unworn with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles
• Items must be returned in the original shoe box which must be in the original condition.
• Postage is non-refundable

Volley reserves the right to refuse the return if these conditions are not adhered to.

Returns/Refund

What do I do if I believe I have received a faulty item?

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a defect or fault with one of our products we would like to help you resolve the problem.
If you have purchased your product from a Retailer or one of our stockists, you need to return to the retailer with your receipt in accordance with their terms and conditions to have them assess the products.
If you have purchased online at www.volley.com.au, please view our Refunds and Returns page and get in contact with our online support team at here so that we can assess your product for you.

How long will it take for my refund to be processed?

Once your goods have been received back at our warehouse, please allow up to 10 working days for your refund to be processed back to your original account or payment method.

How will my refund work if I have paid with After Pay?

Please kindly note once a refund has been processed to your After Pay account, After Pay will then contact you to confirm the refund amount depending on the amount of payments you have made. For example, if you have only paid 2 instalments of your total order value, After Pay will only refund the partial amount paid with them, and then cancel the remaining outstanding amount. This may mean that you would receive a partial refund of your total order value as only that amount was captured from your linked credit card up to the refund date. For further information please see

I believe I have purchased a faulty item with a retailer or stockist, how can I resolve this?

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a defect or fault with one of our products purchased at one of our stockists, you will be able to return to the store to have them assess the product and determine an outcome for you. Please retain your receipt as proof of purchase.

Final Sale | No Returns Items

From time to time, there may be certain items which have been specifically excluded from the change of mind returns policy, such as ‘Final Sale No Returns’ items. The exclusion will be noted on the relevant product page on our website.

Account/Unsubscribe

How can I work for Volley?

Thank you for your interest in working with us! As a Brand Collective business, we are always looking for qualified individuals. To find out more about career opportunities, please visit the Careers section of the Brand Collective website.

What are the benefits of creating an online account?

As a member you’ll receive exclusive benefits and access to your order details! You can:

• Check out faster when making a purchase.
• Check the status of your orders.
• See any of your past orders.
• Change your account details, including password.
• Store any extra shipping addresses.
• Subscribe to email updates to stay up to date with our new arrivals, sales and exclusive promotions!

How can I view my order status and history?

If you have used an account to place your order, to view you order status and history you will need to log in and access the “My Account” tab. This will then allow you to view your order, order status and print a tax invoice.

How can I unsubscribe from the mailing list?

To unsubscribe, please click the “unsubscribe” link at the bottom of any marketing promo email/poster that is e-mailed to your account or update your mailing preferences under your “my account” options. If you are still finding it difficult to unsubscribe, please do not hesitate to contact the online support team for further assistance here.

How do I know if I successfully placed my order?

When you have placed an order, an order confirmation screen containing your order number will appear after payment processing. Additionally, you will receive a confirmation email within 15 - 30 minutes. Please be careful when entering your email address to ensure this is automatically sent to the correct person! If you don't receive an email, please get in touch with our customer service team. Be sure to check your spam/junk folder first just in case.

Payment

What form of payment options do I have for my online order?

We accept payment via VISA, MasterCard, AMEX, Pay Pal and Afterpay.

What is After Pay?

What form of payment options do I have for my online order?

Receive your order now and pay for it with 4 equal payments over 6-8 weeks. Your order will be processed immediately, there’s no interest or added fees, and no payment required at checkout. Payment will be automatically taken from your credit or debit card in your equal installments each fortnight. To find out more details and sign up to After Pay, please visit https://www.volley.com.au/afterpay/.

The promotional code is not applying (or is invalid) at the checkout. What should I do?

A promo code is a series of numbers and letters that gives you to a specific discount or percentage off your purchase when entered at the shopping cart. An example of a promo code could be, "enter promo code '123ABC' in the shopping cart to receive x% off". This promo would come with certain terms and conditions and will often be time sensitive. Promo codes are not to be confused with gift vouchers, which need to be entered at the cart page before checkout.
Unfortunately, Promo codes can only be applied in the shopping cart screen at time of purchase. No promotional code can be honoured after an order has been placed. If you are having trouble using a promotional code, please check the terms and conditions to ensure that all items are applicable. If you are still having trouble, please contact our online support team here.

How do I use an online store credit applied under my account?

If you have been notified of an online store credit added to your account, to access your online store credit, please log in by using your e-mail address and password. Once you have added items to your cart, please check out, and your online credit will appear above your order total for you to add as payment (either partially or full amount)..

Can I purchase a gift card online?

Unfortunately, we do not have gift cards available to purchase online. You can however enter a separate delivery address to your billing address if you wished to send an order as a gift. We do not include a tax invoice in the parcel. In this case, please retain you order number and order confirmation email as your invoice receipt. Please note any purchase that is sent as a gift but is returned to us will refunded only to the original payment method.

• Order Number
• Your contact number
• Reason for Enquiry

Our office hours are Monday – Friday, 8.30am to 5pm AETD (excluding Public Holidays).

I can’t find the answer to my question. How can I get in contact with your customer service team?

You can contact us by sending an enquiry through our Contact Us page or by using our chat icon during operating hours. To contact us, please use the contact us form here. Our customer service team are available Monday - Friday, 8.30 am - 5 pm AEST.

NZ orders

• Why Does The Price Increase When I Select ‘New Zealand’ Shipping?

  As of the 1st of December 2019, New Zealand has enforced a new law requiring overseas businesses to collect and return 15% of the purchase price of goods under the value of $1,000 NZD. In compliance with this law, an additional charge of 15% will be applied to your order.
  For more information, please click here.

• Will There Be Any Border Costs For My New Zealand Order?

  No. Prior to the enforcement of this law, border taxes were applicable when the value was over $60 NZD. As of 1st of December 2019, this has been replaced by the 15% GST.

• Will The New GST Laws For New Zealand Effect Delivery Costs?

  No. Delivery costs and shipping will remain consistent with our current shipping rates.

• What Currency Does Your Website Use?

  All prices are in AUD. If you are ordering from NZ, your order will be processed in AUD and your bank will convert to NZD. Please be aware that foreign currency exchange fees may apply. GST % is determined by AUD.