Frequently Asked Questions
- Returns & Faulty Products
- Sizing & Products
- RFID Technology
- Gift Cards
- Limited Releases
- Ratings and Reviews
Where Is My Order?
All orders are shipped with Australia Post Express and delivered between 2-4 business days. If you have not received your order within 5 business days please contact our customer service team.
Australia post’s Express Post guarantee is temporarily suspended. All orders will continue to be shipped via Express Post, please allow extra time for delivery, thank you for your patience.
What Payment Methods Do You Offer To Purchase Online
We only accept Afterpay, Paypal, ApplePay, Zippay, Visa, MasterCard and American Express credit cards issued in Australia as methods of payment for an Online Purchase.
Why Was My Order Cancelled?
Your order may be cancelled for a number of reasons. The most common one is if the product that you ordered is no longer in stock. Our customer service team will send you an email confirming the cancellation of the order.
My Promotional Code Is Not Working?
If your promo code is not working please refresh your browser cache and try again. If this does not work please contact our customer service team or call our customer service team on Phone: 1300 139 742.
Please check all T&C’s on promotions before placing your order.
I Received An Incorrect Item In My Order, What Can I Do?
If you have received a incorrect item please contact our customer service team with your order details.
Can I Use My International Credit Card To Purchase Online?
Unfortunately, we are unable to process your order with an international credit card.
Do you offer Gift Wrapping?
We do not offer Gift Wrapping at the moment, sign up to OneASICS to be the first to know when it's available.
When Will My Order Be Shipped?
Orders placed on weekdays before 12:00pm local Sydney time will be dispatched the same day. Any orders placed after 12:00pm local Sydney time will be dispatched the next business day.
For additional information and updates, READ MORE
How Much Is Shipping?
Shipping is free for orders over $99. $7.99 shipping fee on orders $99 and below.
ONEASICS Member Exclusive: Free shipping on all orders
How Long Does Delivery Take?
All orders are shipped with Australia Post Express and delivered between 1-3 business days (metro areas). Please allow extra time for regional delivery. For more information on the Australia Post network click here
If you have not received your order within 5 business days please contact our customer service team
My Address Wasn’t Recognised At Check Out?
In the rare occasion where the address validation does not validate your address. Please refresh your browser cache and re input your address. If you are still having trouble please contact our customer service team here.
Do You Ship Internationally?
We do not ship internationally. We do not ship to the Torres Strait Islands or Christmas Island.
Do You Deliver To Locked Bags, Gpo Boxes, Airports, Prisons?
Unfortunately we do not deliver to Locked Bags, GPO Boxes, Airports, Prisons.
Do You Deliver To Po Boxes?
We sure do!
Returns & Faulty Products
How Do I Return My Order?
Please make sure all return conditions outlined in the 'Returns Policy' are met before starting your return.
Checked out as a OneASICS Member?
Checked out as a OneASICS member? Easy! Click the link below and follow the steps to lodge your return and print out your pre-paid postage label and packing slip.
Checked out as a Guest?
Click the link below and follow the steps to lodge your return and print out your postage label and packing slip. $9.99 will be automatically deducted from your return.
Want to use your own service?
Click the link below and follow the steps to lodge your return and print out your packing slip. This is not a pre-paid label.
After printing your packing slip you will need to purchase a shipping label from a shipping provider eg. Australia Post. Please include your packing slip within your parcel to avoid any processing delays. If you are unable to print, please bring the below postage label to an Australia Post Office and recite the RMA Number for assistance.
I Have Received A Faulty Item, What Can I Do?
If you have received a faulty item, please click here, and fill out the form. A claims representative will respond within 2 business days with next steps.
Will You Refund My Shipping / Delivery Costs If I Return My Order?
We will refund the complete cost of the return. We will not refund the shipping costs.
Can I Return My Online Order In Store?
Yes! Online orders can be returned at any ASICS brand store or factory outlet. Please follow the online returns process here.
Sizing & Products
Unsure Which Shoe To Purchase?
If you're unsure which style of shoe to purchase, contact our customer service team and they can point you in the correct direction.
Phone: 1300 139 742
Do You Have This Style In Store?
If you are after a particular style please contact the store directly. You can find store details through our store finder. Styles may differ from online to stores.
Why Do We Use Rfid Technology In Some Of Our Products?
ASICS applies RFID tags to some products for operational efficiency and product management. The RFID tags do not carry or store any personal data which could identify individual customers to us. We only store product specific information such as the product code on the RFID tag. This information is not linked to a customer, or to customer transactions.
When will my digital gift card be emailed?
Gift Cards purchased online will be emailed within 2 hours, or at 12am (local time) on the selected scheduled day.
If I place a C&C order when will my digital gift card be emailed?
Gift Cards purchased online will be emailed within 2 hours, or at 10am on the selected scheduled day. Gift cards part of a C&C order will not be available to collect instore.
Does my gift card expire?
ASICS gift cards are valid for three years from purchase date. The expiry will be shown on your gift card/receipt.
Can I use my gift card at an ASICS store?
Yes, ASICS gift cards can be used both online and in any of our ASICS retail stores.
What if my gift card doesn't cover my order total?
If the gift card doesn't reach the full purchase amount, you can complete your purchase with payment by credit card.
Can I use more than one gift card on an order?
Yes, you can use multiple gift cards on the same order.
Where can I find the gift card number and PIN?
For digital gift cards, both numbers are in the gift card email. For physical gift cards, both the gift card number and PIN are on the back of the card.
How can I check my balance on a gift card?
You can check your balance here.
What happens if I return items purchased with a gift card?
If you made a purchase with a gift card, a new gift card will be issued with the refunded price. You should receive your new gift card within 2 hours after the refund has been issued.
ASICS Gift Card Conditions
ASICS Gift Card Conditions can be found here.
What is EQL?
EQL is a release platform, specifically created to manage the release of limited, high demand products in the fairest possible way. EQL helps to prevent sites crashing, stop scammers and deliver a launch that gives everyone the best chance to secure products.
Why do I need to set up a new account?
To enter a draw, you will need to sign up for an EQL account. Creating an EQL account will occur at the time of entering a draw. This account information is important for EQL to ensure every entry is a real person and prevent multiple, or computer-generated signups.
I am having issue with my EQL login
Please reach out to EQL's support team as this is a 3rd party company and we don't have access to their systems.
Can I enter multiple times for the same draw?
No, entries are one per person per household. Any attempt to enter multiple times may result in all entries being removed from the draw.
Does submitting an entry guarantee me a pair of shoes?
No. It does however guarantee you an entry into the draw and a fair chance to win product.
What payment methods can I use?
Visa, Mastercard and American Express credit cards issued in Australia.
Why do you need my credit card details when I enter?
Credit card details help us confirm that you are a human. They also allow us to check if any fraudulent activity has occurred on the card. It’s a robust security measure that allows us to deliver a fair draw for everyone. Providing your credit details is one of many important steps that confirms your spot in the draw.
Am I charged for entering a draw?
No. You are only charged if you are successfully selected at the time of shipment.
Am I charged for winning a draw?
If you are successful, you will be charged the retail price when submitting your entry. Your shoes will be shipped to your specified shipping address.
How do I know if I’ve won?
You will be alerted via email from ASICS@runfair.com after the draw has closed.
I didn’t get my email verification.
Press the resend button on the verification page.
Can I cancel/change my raffle entry?
Unfortunately, once your entry is complete, we cannot edit or change parts of it. You can cancel the entry before it is drawn and replace it through EQL.
If I win the draw, can I change my mind and withdraw?
Once an entry is confirmed, you have agreed to purchase the shoes if you win (as per the terms and conditions). Once a pair of shoes is allocated to a successful draw entrant, the product is no longer available for other entrants to buy.
Can I return my winning product?
We do not accept returns on any products included in the EQL draw unless faulty. Please confirm your correct size at the time of entering.
What is the credit card verification step that asks for a pin number?
This is called 3D secure and confirms with your bank that you are the real card holder. This process ensures that the card is not stolen, or fraudulent activity hasn’t occurred on it previously.
What do I do if 3D secure isn’t working for me?
3D secure is managed by your bank. If you are having issues, please contact them. You can also try to switch devices. For example, move from desktop to mobile.
Ratings and Reviews
What the does badging on the ratings and reviews mean?
Reviewer is an ASICS Athlete who has a paid partnership and was gifted this product.
Reviewer is a member of our Sound Mind Sound Body Crew. They have a paid partnership with ASICS and were gifted this product.
Reviewer is an ASICS Ambassador who has a commercial agreement with ASICS and were gifted this product.
Reviewer was gifted this product by ASICS.
Reviewer was gifted this product by ASICS.