Frequently Asked Questions
Frequently Asked Questions
You'll find answers to our most popular questions below, from ordering to delivery, accounts and everything else in-between!
Can't find the answer to your question here? Give our Customer Service Team a call on 1300 456 814, we'd love to hear from you.
Customer Service Centre Hours
Monday to Friday - 8:00am to 4:00pm AWST
Closed - Weekends and WA Public Holidays.
Calling outside these hours? Please leave us a voicemail message with your name and number and we'll call you back as soon as possible
How do I place an order?
Once you have found an item you love, select your size and click the 'Add to Bag’ button.
To continue shopping, you can keep browsing through the website and adding items to your bag as above.
Once you are ready to purchase, click the ‘Go to Checkout’ button on the right of your bag. The Checkout page is where you can enter your delivery details, followed by your payment details.
After this, you will be redirected after pressing the ‘Complete Order’ button to the relevant page for payment confirmation.
Once your order has been dispatched, you will receive an email with your tracking information and a link to the postage provider's site. You can then enter your tracking number to see how your parcel is travelling!
Can I Place An Order Through This Website If I Live Outside Australia?
Unfortunately we can't accept orders from outside Australia and New Zealand. Please contact the manufacturer of the shoe you wish to buy for your nearest stockist.
What Payment Methods Do You Accept?
We accept all major credit cards& Zip Pay.
Is My Online Payment Secure?
Yes! FitFlop Australia uses a secure certificate from Let's Encrypt, one of the world's largest providers of SSL certificates. This certificate encrypts all credit card information transmitted between your computer and Braintree, our online payment gateway.
Can I Place My Order Over The Phone?
Yes, if you are paying by credit card. Give us a call on 1300 456 814, we love to chat!
When Will My Order Be Posted?
All our orders over $120 are sent with Australia Post Express Shipping. For orders below this threshold, an Express Post charge will be incurred of $9.95 at checkout. Orders will be dispatched within 1 to 2 business days. If you order on the weekend or outside of business hours, your shoes will be dispatched on the next business day.
When Will I Get My Order?
All our orders are sent with Australia Post Express Shipping. This service typically takes between 2 - 3 business days. Unfortunately, some rural areas can experience delays, taking 8-10 days to arrive.
How Can I Track My Order?
Once your order has been dispatched, you will receive an email with your tracking information and a link to the postage provider’s site. You can then enter your tracking number to see when your parcel will arrive. If you do not receive your tracking information after 2 business days, please feel welcome to contact our customer service team on 1300 456 814 or email@example.com
How Much Is Postage?
We offer free express shipping on all orders over $120. Express postage for orders below this threshold can be purchased at checkout for $9.95.
What Is Your Online Return Policy?
If your shoes don't fit, or for any other reason you want to return them to us, it's no problem! You have 30 days to send back your shoes to us, you can return your shoes for: 1. An exchange to a different size or style 2. A refund onto your payment method.
Can I Return An Online Order To A Store?
If your order was placed with a FitFlop stockist please refer to their returns policy.
If your order was purchased through our website, you cannot return these to a stockist.
If you ordered through our website, please see the Returns page.
How Do I Create An Account?
Head to our 'Create an Account' page by clicking here. You can fill in your account details and set your password before hitting the 'Create Account' button to register.
I Forgot My Account Password. What Can I Do?
Click here to the Account Login page where you will see a link that says 'Forgot Your Password?' Click this link to enter your account email address and in a few minutes you will receive a Password Reset email, simply follow the emails' prompts to set a new password.
How Can I Change My Account Details?
Head on over to your Account Dashboard by clicking here. If you are not logged in, you may be prompted to do so first. You can then update your details by selecting the 'Edit' button next to the field you would like to change.
Where Can I Find My Order History?
Proceed to your 'Order History' by clicking here. If you are not logged in, you may be prompted to do so first. Once logged in, you can also find your past orders from the Account Dashboard, it will be on the left-hand side menu under 'My Orders'.