Shipping & Deliveries
With the current pandemic there have been significant delays with Australia Post service. Below are some key points from their website;
There are delivery delays in our network due to:
- Reduction in air freight capacity and passenger flights (which also carry our parcels)
- A significant increase in parcels volumes, many which require manual sorting
- Hygiene and social distancing requirements in our network (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers)
Express Post delays
As a result of these unprecedented circumstances, our Express Post service is seeing significant delays in delivery. This means that while we continue to prioritise Express Post, and most parcels shipped via this service arrive on time, some could take five business days or more to reach their destination. We know these delays are frustrating, and we’re doing everything we can to keep delivering as safely and quickly as possible.
Please keep an eye on the link below for Australia Post's most recent updates regarding delays ;
All orders are processed via Australia Post.
All domestic and international orders will be sent out on the same day (Monday to Friday only) if it is received before 13:00. Orders after 13:00 will be sent on the next business day.
- FREE Standard delivery service (See info below.)
- Express post prices may vary
- Signature on arrival, Tracking ID and email confirmation provided for all orders.
We do not allow any parcels to be left unattended outside any property, even if requested.
All orders are estimated to take up to the below times for:
- Sydney metro areas 1-3 business days
- Rural areas & Interstate areas 4-7 business days
- All express orders 1-4 business days
International shipping is available.
All International orders include signature on arrival, tracking ID and email confirmation.
Please note that we will not be responsible for all customs and VAT fees. Fees vary by country as these are set by the local authorities. Duties, taxes and/or customs fees will incur an additional amount that will be collected upon delivery of your order. Unfortunately we are unable to provide you with the exact amount you that will be charged. Your order and shipping fees are the only funds deducted by Sole Mate. Please contact your local government for specific details.
All international orders may take up to 5-10 business days, although it is subject to change due to customs regulations depending on the country.
Please note that Sole Mate Sneaker Boutique will not be held liable for any actions caused by Australia Post or any other third party. In the case that any parcel goes missing once we provide Australia Post's tracking ID, it is upon the customer to file a claim with Australia Post. Our customer service team may assist you with this, although we will not be held accountable.
SOLEMATE Sneakers is excited to introduce contact-free same-day delivery service directly from our storefront to you. We believe that this is the next step in being able to deliver top-notch service to our customers by being able to give you more time to access and receive our products. Whilst we will still operate our standard services of delivery, we believe that this will be one of our best services yet.
How does it work?
SOLEMATE Sneakers Same Day Delivery will operate in defined geographic territory boundaries of 15km within the Sydney Metro area.
(Please see area code listing of valid delivery postcode)
SOLEMATE Sneakers endeavours to offer delivery to most customers, however this is not always possible due to geographical or access constraints.
SOLEMATE Sneakers store delivery boundaries vary and change accordingly. "Same-Day-Delivery" service will be available for your online order and you can choose whether to have your order delivered on the same day (Weekends Excluded), and such delivery will incur a surcharge of $20 per transactions. As part of our “Same-Day Delivery” service, our cut-off time for receiving orders is 12:00PM
Once your order has been placed and payment has been cleared you will be contacted by our team to confirm the address provided, we will then contact you again once your order left our store and provide a rough ETA for when your item will arrive.
A valid form of ID (Australian Driver License / Passport) match the billing address will be required upon delivery on site.
If the delivery driver is unable to locate the customer at the specified delivery location, the driver will make reasonable efforts to contact and locate the customer before returning to the SOLEMATE Sneakers store with the undelivered order. It is essential that customers should ensure they provide an appropriate contact number when placing an order and ensure they will be at the location they have provided on the day. In events of incomplete deliveries due to unattended address, recipient would incur additional charges for re-delivery.
Please note that orders will only be processed once the payment has been cleared by our bank & fraud analysis team. Some orders will require more information to be provided before it can be dispatched, in these cases your Same-Day delivery may be delayed until the additional information is provided.
We thank you for your patience during this process.
FAQ FOR SAME-DAY DELIVERY
This is part of our ever expanding business and we are excited to offer this service to you in 2021.
Pick Up In-Store
We are now offering a free contactless pick up in-store option for our Regent Place store.
Please allow up to one hour for any order/s to be pick up after an order is place. A notification will be provided to you once your order is ready for pick up at our store.
We provide a 14 day waiting period before your order will be cancelled and you will be required to place the order again.
The person whose name is on the order will be required to be pick up and must present with a valid ID at the time of pick up.
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