Frequently Asked Questions
Orders
-
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, 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.
Shipping
-
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 2-4 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.
COVID-19
-
Can I Still Receive My Order?
All orders placed are sent via Australia Post's Express Post service to ensure parcels are delivered in the safest way possible.
Australia Post is taking action to help protect the health and safety of their staff and customers in relation to the spread of coronavirus COVID19.
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.
-
Are Retail Stores Operating In Relation To The Spread Of COVID-19?
As the coronavirus (COVID-19) outbreak continues to evolve every day, we want to reassure you that the health and safety of our customers and team members is our absolute priority. We care deeply about doing what we can to keep everyone safe during these unprecedented times.
Please see here the in-store safety measures we have in place to ensure our customers and staff are safe during COVID-19.
RFID Technology
-
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.
Gift Cards
-
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.
-
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.