FAQS

IMPORTANT CUSTOMER NOTICE - SHIPPING AND DELIVERY DELAYS DUE TO CORONAVIRUS

Please CLICK HERE for the latest updates from Australia Post regarding delayed and suspended deliveries due to Coronavirus.

Vivobarefoot AU & NZ orders being shipped to certain areas may experience possible delivery interruptions or delays.

If you have any questions about your order please CLICK HERE to contact customer services.

*Updated 23/07/2020

SHIPPING EXCLUSIONS

Vivobarefoot Australia ship orders from their Australian warehouse to addresses within Australia and New Zealand only.
To find the shipping destination you require please use the flag selector on the top right hand side of screen. 

 AUSTRALIA 

FREE STANDARD DELIVERY ( ORDERS OVER $150 AUD)

• Free for orders over $150 AUD - $9.95 AUD for orders below $150.
• Please allow up to 7 to 10 business days for delivery.
• Tracking details are supplied by email.
• Australia and New Zealand Only

EXPRESS DELIVERY ( AUSTRALIA ONLY)

• $15.00 AUD per order.
• Up to 2 pairs per Express Delivery order. Please contact Customer Services for Express Delivery orders of 3 or more pairs.
• Please allow up to 1 to 3 business days for delivery – excluding handling time. 
• Delivery times outlined above are an estimation and are subject to the destination postcode, courier service , time of acceptance and receipt of cleared payment.
• Express delivery tracking details are supplied within your dispatch email.
• This service is unavailable during peak times and sale periods.
• Express Post is unavailable for orders shipping to New Zealand.
• Delivery times outlined above are an estimation and are subject to the destination postcode, courier service , time of acceptance and receipt of cleared payment.

NEW ZEALAND

FREE STANDARD DELIVERY ( ORDERS OVER $150 NZD)

• Free for orders over $150 NZD - $9.95 NZD for orders below $150.
• Please allow up to 7 to 10 business days for delivery.
• Delivery times outlined above are an estimation and are subject to the destination postcode, courier service , time of acceptance and receipt of cleared payment.
• Tracking details are supplied by email.
• Australia and New Zealand Only

EXPRESS DELIVERY ( AUSTRALIA ONLY)

• This service is unavailable for orders going to addresses in New Zealand.

RETURNS & EXCHANGES

For information, click here to visit our Returns & Exchange FAQ page. 

NEED HELP?

 Call our Customer Service Team on +61 3 9583 2337 - the team is available from 9 am - 5 pm Monday to Friday *#.

 Alternatively, you can email us at cs-australia@vivobarefoot.com and a member of our team will be in touch as soon as possible during these office hours.

*Australian Eastern Standard Time/Australian Eastern Daylight Time

#excluding Australian public holidays

We make every effort to maintain a healthy supply of stock year round, but our shoes move quickly! You can sign up for e-mail alerts when we re-stock on certain styles, however others are more limited, and once they’re gone they’re gone, so if there is a style you’ve been waiting for it’s best to purchase as soon as possible to avoid disappointment!

All orders are dispatched from our Australian warehouse which operates between the hours of 9 am to 5 pm, Monday to Friday *#.

Your order will be processed and dispatched by our team during these hours.

Our handling time for most orders is 1-2 working days.

Please be aware that during peak times and sale periods, our handling times for standard delivery can increase to 3-4 days due to the high volume of orders.

Delivery times are subject to the destination postcode, courier service, time of acceptance and receipt of cleared payment

If we are unable to supply the product/s in your order due to stock availability, the unavailable item/s will be automatically cancelled, and a refund processed. You will be notified of this via email.

*Australian Eastern Standard Time/Australian Eastern Daylight Time 
#excluding Australian public holidays

We process refunds as quickly as possible. Please allow 14 working days, and if you haven’t received your refund by then please contact the Australia & New Zealand Customer Care team

Refunds will be issued using the same method that you paid and credited to the same account your payment came from.

Once your refund is processed, the time it takes for the funds to settle in your account will depend on your card issuer.

Please be aware that international customs duties and sales taxes are not refunded for shipments outside Australia.

Yes! If your order isn’t right for you, you can return it for a refund or exchange within 30 days after the order was shipped. Orders are enclosed with a returns form and address label. Simply follow the instructions on the form and send the item(s) back to us. 
If you do not have these return documents enclosed, click here to download a copy - or contact the Australia & New Zealand Customer Care team

WITHIN AUSTRALIA: We offer FREE returns within Australia. Please contact the Australia & New Zealand Customer Care team and they will email you a pre-paid return shipping label so you can return your parcel free of charge. 

OUTSIDE OF AUSTRALIA: Customers outside of Australia are required to pay return postage but we will reimburse return postage up to the value of $22 NZD on receipt of goods with a valid postage proof of purchase. Please contact our Australia & New Zealand Customer Care team for more details. 

EXCHANGES: We can exchange the item for a new item of the same or lesser value. If the new item is of a lesser value the difference will be refunded to the same method that you paid.
Unfortunately, we are unable to exchange for items that are at a higher value than the original price paid; in these instances, a refund will be issued.

CHANGE OF MIND:You are most welcome to send back your item to us for a full refund. Please note we are unable to accept shoes returned with scratched or dirty soles.
We advise that when you try on your new shoes for the first time you do wear socks and test them out on the carpet, just in case!

SALE ITEMS: We can refund or exchange sale items as per the requirements of our returns policy and our Return Checklist.

RETURNS CHECKLIST: To us the branded shoebox is as important as the shoes themselves, therefore we can’t accept shoes back for an exchange or refund without the original packaging in saleable condition. VIVOBAREFOOT AUSTRALIA & NEW ZEALAND will accept shoes back for an exchange or refund provided that following conditions are met*: 

1. Unworn and unused with the original tags still attached.
2. In the original packaging which must be in the original condition – please do not attach the returns label directly to the shoe box.
3. If you are recycling the original post bag the shoes were sent in, turn the bag inside out or cover/remove any existing delivery or courier labels. 

 *We reserve the right to refuse the return of goods which are not sent in accordance with our returns policy and we may request that you pay for the shipping of such goods back to you. Our returns policy does not affect your statutory rights

Our Size Guide and Fit Analytics tool are here to help! Our shoes fit 'big' deliberately – we call this ‘the rule of thumb’. Your toes need wiggle room! This is especially important for running. If you can fit your thumb in-between the end of your toe and the front of the shoe, you’ve more than likely found your ideal size.

After some time with our shoes, your shoe size may need to increase, as your toes splay out more naturally.

All shoes purchased from us come with a 6-month sustainable guarantee.

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our customer care team in the first instance so they can guide you through the returns process and help resolve the problem as swiftly as possible.

Please note, faulty goods claims do require a valid web order number and/or proof of purchase. We may also request photos of the defect/fault in order to speed up the returns process for you. When necessary, VIVOBAREFOOT AU & NZ will reimburse the cost of the return postage for faulty goods.

It isn’t always possible to provide an identical replacement, but our customer care team will do their best to ensure your replacement pair is fit for purpose.

Refer a friend via the VIVOBAREFOOT website to nab them £25 off of their first pair of VIVO’s and a £25 voucher for yourself!

Create an account or login and head to the ‘Refer a Friend’ page. You’ll get a unique code to share with your friend, and we’ll email you your £25 voucher when they make their first purchase.

(Your £25 voucher requires a minimum spend of £100)

Australia & New Zealand Customers: The VIVOBAREFOOT loyalty programme is currently not available on www.vivobarefoot.com/au  or www.vivobarefoot.com/nz