FAQS


 

COVID-19 UPDATE

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.

READ MORE

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.

READ MORE

Are retail stores operating in relation to the spread of Coronavirus 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.

Our retail locations in Australia are open with the exception of our Melbourne CBD (VIC) store, which is temporarily closed until further notice.

Please see here the in-store safety measures we have in place to ensure our customers and staff are safe during COVID-19.


ONITSUKA TIGER FAQs

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 aop.retailonline@asics.com

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.

READ MORE

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.

Due to high demand across Australia Post's network and a reduction in freight capacity, there are currently delays in both the dispatch and delivery of orders. Please allow additional time for your order to be dispatched and arrive.

For additional information and updates,READ MORE

How do I return my order?

Checked out as a returning customer (logged in)?
Simple! You can login and lodge your return in your account. Click on ‘return an item’ in your order history and follow the steps.

Checked out as a guest?
Contact us at aop.claims@asics.com and provide your order number, name, contact number, the product you wish to return and reason for return.

ASICS Claims team will contact you via email if your return has been approved and instructions on how to return.

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. If you wish to exchange a product, please return your purchase for a refund and place a new order.

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 aop.retailonline@asics.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 aop.retailonline@asics.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 $99. $7.99 shipping fee on orders $99 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 aop.retailonline@asics.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, Airpots, 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 aop.retailonline@asics.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 aop.retailonline@asics.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: aop.retailonline@asics.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.