1. Can I track my order?

All orders sent from VYBES Collections, VYBES Footwear, VYBES Active Living and VYBES Clothing are sent via a traceable method via DHL, FedEx or an indicated and reliable courier. Upon dispatch from our warehouse, you will be emailed a tracking number and link to track your parcel.

2. When will my order be sent out?

Orders are dispatched between Monday – Saturday 9.30am – 5.30pm AEST/AEDT. Please allow up to 48 hours from order confirmation to dispatch. Orders placed on Public Holidays or Weekends will begin their processing on the next business day.

3. How do I Exchange/Return my order?

Our returns portal is extremely easy to use. Simply click the following and you can begin your return using your order number. Alternatively, fill in the request form and our Customer Care team will revert to you with the postal details within 24hrs.

4. Is there a customs/duties charge or import tax for international orders?

In most cases, yes. International orders may incur customs duties and taxes, which are payable by the customer. Import taxes, customs/duties are enforced by local Governments and are not controlled or imposed by VYBES Footwear, or our chosen freight provider. If you are unsure whether this is applicable for your destination country, we recommend you contact your local customs office for more information.

If an order is refused based on the import tax, customs/duties, it will be returned to sender (VYBES Footwear) and refunded*.

*The refund amount does not include the original shipping cost.

5. Do you deliver to PO Boxes?

Yes, we do for most countries, but if you are unsure, please contact us at customercare@vybesfootwear.com and we can let you know.

6. I think my order has gone missing, what do I do?

These things can happen unfortunately, don’t worry we’re here to help!

In the event of a lost parcel, please ensure you have checked your delivery times and that your order is at least 2 business days past your indicated delivery date on the tracking system, before contacting us.

If your order is outside of its delivery time and receiving no tracking updates, please contact us (customercare@vybesfootwear.com) and we will lodge an investigation for you with the elected courier service. Please note this process can take up to 2 business days to initiate and up to 7 business days to investigate thoroughly. In the event of a lost parcel by fault of the courier, we will reimburse or replace your order once an investigation has been closed.

7. I just placed my order, can I cancel/change it?

We aim to process orders super quickly in our warehouse, as a result we cannot guarantee cancelations or changes can be made. However, we recommend you contact our friendly Customer Service Team via Live Chat (if available) , Email or Facebook DM urgently and we will try our best to help you.

If we are unable to cancel or change your order in time, our returns process is super easy and we will work with you until the process has been finalised and you’re happy with the outcome.

8. What payment methods do you accept?

We accept the following merchants through our secure payment gateway:

• Maestro
• Mastercard
• Visa
• PayPal
• AfterPay (AUS / NZ, USA & UK only currently)
• Klarna (AUS and USA)
• ZipPay AUS
• Layby

9. How do I know you received my order?

Successful orders will display a Thank You page with your order number and confirmation immediately after completing your order.

A confirmation email with your order number, invoice and details will also be sent. This should come through within an hour, but sometimes can go to your spam – so please check your junk to make sure if you haven’t received a confirmation.

If you haven’t seen or received either of these, please contact our friendly Customer Service Team via Live Chat (if available), Email or Facebook DM urgently and we will be more than happy to help you.

10. What is currency conversion?

Currency conversion means you pay and order your items in your country’s native currency, which means no conversion fees!

The currencies supported via our multi-currency gateway are:

• Australian Dollar (AUD) (this is our default currency)*
• United States Dollar (USD)
• Canadian Dollar (CAD)
• Pound Sterling (GBP)
• Euro (EUR)
• Hong Kong Dollar (HKD)

*if you don’t see your currency above, the total order amount will appear in our default currency at checkout; AUD. However, don’t be alarmed as it will convert to your usual currency as it will state in your bank account. This means, you will still get charged in your usual currency after payment, but the website will state the dollar amount in AUD at checkout.

11. What should I do if I receive a faulty or incorrect item?

Team (customercare@vybesfootwear.com) with your order number and brief description of the issue and we will happily find a solution for you.

Do you have another question that was not answered here..? Please send us your enquiry via email (customercare@vybesfootwear.com), Facebook DM or use the Live Chat (if available) option on our website and one of our Customer Service Team will be in touch within 24hours.