FAQ
ONITSUKA TIGER FAQS
HOW DO I CLEAN MY SHOES?
- Onitsuka Tiger shoes are not intended for high performance sports.
- Natural materials and synthetic suedes may be used in your Onitsuka Tiger shoes and thus the colours may fade, run, or transfer, particularly when damp or wet.
- Onitsuka Tiger suggests cleaning your Onitsuka Tiger shoes with a shoe cleaner and a soft cloth/brush, or surface clean using cold water and a mild detergent.
- Avoid storing your Onitsuka Tiger shoes in an extremely hot environment or under extreme sunlight.
- Do not use a washing machine or dryer to clean your Onitsuka Tiger shoes.
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 at retailonline-au@onitsukatiger.com
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.
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.
HOW DO I RETURN MY ORDER?
1. Checked out as a new/returning customer? Easy! Click the link below and follow the steps to lodge your return and print out your packing slip.
Checked out as a guest? Easy! Click the link below and follow the steps to lodge your return and print out your packing slip.
Please note - 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 don't have access to a printer, please include the RMA number and Order number on the parcel and on a piece of paper inside the parcel.
Products returned are sent via your own cost and risk.
Please return all packaging supplied with the product being returned.
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 EXCHANGE?
Unfortunately we are unable to process an exchange. You can exchange ONLY if the models and sizes are carried in Onitsuka Tiger's stores.
CAN I RETURN MY ONLINE ORDER IN STORE?
We are unable to process a return in store. Please follow the online return process here.
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 https://www.asics.com/au/en-au/store-locator Styles may differ from online to stores.
I HAVE RECEIVED A FAULTY ITEM, WHAT CAN I DO?
If you have received a faulty item please send an email to our customer service team with your order information and details of the fault to retailonline-au@onitsukatiger.com
I RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT CAN I DO?
If you have received a incorrect item please send an email to our customer service team with your order details to retailonline-au@onitsukatiger.com
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.
HOW MUCH IS SHIPPING?
Shipping is free for orders over $150. $8.99 shipping fee on orders $150 and below.
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 at retailonline-au@onitsukatiger.com
WHO COVERS THE RETURN COST?
The customer will be covering all cost on returns unless deemed faulty by our QA team. Please see our full returns policy here.
DO YOU DELIVER TO PARCEL LOCKERS, LOCKED BAGS, GPO BOXES, AIRPORTS, PRISONS?
Unfortunately we do not deliver to Parcel Lockers, Locked Bags, GPO Boxes, Airports, Prisons.
DO YOU DELIVER TO PO BOXES?
We sure do!
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 at retailonline-au@onitsukatiger.com
DO YOU SHIP INTERNATIONALLY?
We do not ship internationally. We do not ship to the Torres Strait Islands or Christmas Island.
CAN I USE MY INTERNATIONAL CREDIT CARD TO PURCHASE ONLINE?
Unfortunately, we are unable to process your order with an international credit card.
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 send an email to our customer service team retailonline-au@onitsukatiger.com or call our customer service team on Phone: 1300 139 742.
Please check all T&C’s on promotions before placing your order.
UNSURE WHICH SHOE TO PURCHASE?
If you're unsure which style of shoe to purchase give our customer service team a call/email and they can point you in the correct direction.
Phone: 1300 139 742 Email: retailonline-au@onitsukatiger.com
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.