Frequently Asked Questions
FAQS
The Who, What and Why of ShoeGrab?
ShoeGrab Australia is a unique Sneaker Marketplace 100% Australian owned and operated since 2013. Through provision of a warm and direct customer to sales consultant service, we here at ShoeGrab have developed customer relationships that ever remain unparalleled.
ShoeGrab transcends time through the conveyance and sourcing of sneakers that insight historical significance, cultural relevance as well as modern day hard-to-finds.
Our range of products are carefully selected and filtered to ensure that our customers are provided with the most wearable, treasured and revered by our valued customers Australia Wide.
ShoeGrab aims to bridge the gap in a market whereby range it not prioritised. We aim to bring your favourite models, fromall parts of the world, and make them accessible to you.
What is your Return Policy for Online/In-Store Purchases?
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, along with the proof of purchase made within 30 days.
Please note, we do not offer refunds, so ensure you choose carefuly. All returns can be redeemed for a Store Credit or exchange. Store Credits will have no expiry and can be used on any item you like.
To begin your return, you can click the link HERE
Are any items excluded from our Returns Policy?
The following list of products don’t meet the Australian Consumer Law requirements for returns:
- Items which are marked as a 'Final Sale Product'
- Gift Cards
- Any Swimwear, Body Suits and Underwear. This is to maximise hygiene.
- Hats and Socks, due to hygiene.
The product I’m hoping to buy is Sold Out. What can I do?
Due to the nature of our store, many of our products may be limited in stock or may sell out quickly. We will always seek to source and restock these as quickly as possible, however there is unfortunately no guarantee thereof. Popular items do often restock within 1-2 weeks.
How to I get updates on Restocks and New Drops?
All of our newest products and restocks can be found through our Instagram account @SHOEGRAB. We are exceedingly active on our socials, with new drops and restocks posted each morning on our stories. Furthermore, you can subscribe to our email newsletter, whereby we often post the latest and greatest releases to come to ShoeGrab.
How long does Delivery take?
We currently have 2 shipping options available, both of which are free for order over $100. All Orders are typically fulfilled within the same business day before 1PM.
a) Express Shipping – All of our parcels outside of sydney metro (or going to a PO BOX) are despatched using Australia Post Express. With this service, your item is typically delivered within 1-3 business days.
b) Same Day Delivery – This option is only available to customers within the Sydney Metropolitan area for the moment. Orders which are places before 1PM are eligible for Same Day Delivery. If your order was placed after 1PM, your order will be delivered the next business day.
How do I track my order?
EXPRESS POST: Once your order is fulfilled, you will receive an email to notify you. You can track your item by scrolling down and clicking the tracking link. This will redirect you to Australia Post, with your tracking number already pre-filled.
SAME DAY DELIVERY: Upon fulfilling your order, you will receive an email notification to let you know the order is on the way. Same Day Deliveries are made between 1PM-8PM. There will be no tracking number linked to this service. Our private courier will contact you upon delivery to confirm availability. Here you may opt to redirect or leave in a safe place if you are not home.
Do you Deliver to PO boxes and Parcel Lockers?
We can gladly despatch your order to any Australia Post operated PO Box or Parcel Locker. Please note, this option is not available for Same Day Delivery.
How does Click and Collect Work?
For the convenience and ease of our customers, we offer a ‘Click and Collect’ service available 7 days a week. Upon checkout, you may select this option to checkout. Orders are typically processed and ready for pickup within 1 hour. You will receive an email once your order is ready for pickup. Pickup is available 10am-5pm (Monday to Sunday). Please bring your Order Confirmation and Valid Photo ID to present. Pickup location: 4/165 Canterbury Road, Bankstown NSW 2200.
Can I Order over the phone or Call to Hold?
Unfortunately, we cannot accept any orders over the phone at this time. This is to ensure the safety of the cardholder. We can gladly send through a link, from which you may checkout using our website. As our stock may be limited and popular, ShoeGrab do not offer holds. This is to minimise disappointment for customers of whom may already be making their way to our store.
Why have I received an email to Verify my Payment?
Some orders made though Credit Cards are flagged for review.
This is done to protect you from any form of fraud that may result from an unauthorised body using your card.