FAQ - Gothic Footwear Australia
FREQUENTLY ASKED QUESTIONS
COVID DELAYS MAY APPLY:
ORDERS FROM 29.10.20 to 10pm 04.11.20 - DEPARTURE FROM 12th NOVEMBER
ORDERS FROM 05.11.20 to 10pm 11.11.20 - DEPARTURE FROM 19th NOVEMBER
ORDERS FROM 12.11.20 to 10pm 18.11.20 - DEPARTURE FROM 26th NOVEMBER
ORDERS FROM 19.11.20 to 10pm 25.11.20 - DEPARTURE FROM 3rd DECEMBER
PLEASE NOTE OUR CHRISTMAS DELIVERY CUTOFF DATE (Excl.PRE-ORDER) - ORDER BY 10PM WED 25.11.20
Q. Where does your stock ship from?
A. Our stock is located in Adelaide, South Australia.
Q. What does PRE-ORDER mean?
A. We have selected around 150 of our most popular styles which you can pay for up front (pre-order) to not miss out when we next restock. These items are marked as [PRE-ORDER] in the item title are not currently available from our AU warehouse but are on backorder from our supplier and we are awaiting a shipment to arrive from manufacturing.
Q. When will my PRE-ORDER item depart?
A. All PRE-ORDER styles have the Estimated Time of Arrival (ETA) date listed on the product page in the product description section. This is when we expect to receive the shipment, so add a further 5-7 business days for them to be packaged up and shipped out as per our regular departure estimates.
Q. What payment options do you have available?
A. We take all major Credit Cards, Apple Pay, PayPal, Afterpay AU & NZ, Zip, and Klarna.
On the checkout page, you would need to enter your shipping details first and proceed to the next screen before you will see all our payment options that are available to you.
Q. Do you sell Gift Cards?
A. Yes. We sell physical Gift Cards / Gift Vouchers which you can purchase directly online. These can also be changed to email coupon on request instead of mailing out the physical card to you.
Please visit our GIFT CARDS page for details.
Q. Do you have a shop I can visit to try shoes on?
A. No, we are now an online store only. Our stock is held in a private warehouse which is only staffed for picking/packing of orders.
Q. Can I collect my order?
A. No, you can no longer collect orders as we no longer have collection facilities at our warehouse.
Q. Are you still located in Athol Park SA?
A. No, we moved locations in September 2019 to our private warehouse in Wingfield SA.
Q. Why does it currently show 10-14 days for orders to ship?
A. Since the start of COVID we no longer work everyday, and have staff working remotely where possible. On average, orders are still departing our fulfilment warehouse (Adelaide SA) in 7-10 days, but we like to give you the worst estimate upfront in case of delays.
Q. If I select EXPRESS Shipping will my item ship out quicker?
A. Processing times are set the same for all orders. Selecting Express Shipping will speed up your DELIVERY only, once the order is ready to go out with the courier.
Q. I received an email that says my order was fulfilled but there was no tracking number?
A. We only upload a tracking number once we have confirmation when the courier will collect your order.
When we fulfil your order, it means we have the item in stock and it is ready to be packaged up. Your order is then moved along to pick/packing.
Q. How long does it take for an order to be delivered?
A. Under normal circumstances (Not During COVID), your order is despatched to courier in 3-5 business days after our processing time of up to 48h. So generally on the 7th business day you would expect to receive a shipping notification. This is sent via Email. Please check your Junk/Spam folders.
Courier delivery speeds vary but on average take 2-5 business days for the courier to get your order from our door to your door within Australia.
Express shipping takes the courier on average 1-3 business days after your order has been picked up.
For international orders, it can take up to 28 business days.
**PLEASE NOTE THAT COVID HAS CAUSED ADDITIONAL DELAYS**
Q. Do you deliver to PO Boxes?
A. Yes, we are happy to switch couriers when required to one which will deliver to your nominated address or PO Box.
Q. Do you ship to locations outside of Australia?
A. YES. But due to COVID-19 we currently only ship to:
- New Zealand
Q. Can I drop my return off in person?
A. No, our warehouse is not staffed at regular hours so we require you to post your returns to our Post Office Box 22, Woodville SA 5011.
Q. Who pays for the return shipping so I can swap the size of my shoes?
A. Return shipping is at the customers expense.
Q. Can I return my order if the shoes don't fit?
A. Yes, we have a 7 day return policy for wrong size and you can exchange your order for the correct size.
Q. Are your shoe sizes 'true to size'?
A. Against AU sizes they are not exactly 'true to size' but against USA sizes they are. We don't do half-sizing. You usually pick the next size up for USA to what your AU size is e.g. AU-8/8.5 = US-9.
Women's AU to Women's US - Next size up e.g. W AU-8/8.5 = W US-9
Women's AU to Men's US - 2 Sizes down e.g. W AU-8/8.5 = M US-6
Men's AU to Men's US - Next size up e.g. M AU-11/11.5 = M US-12
Men's AU to Women's US - 3 Sizes up e.g. M AU-11/11.5 = W US-14
Q. Can I return my order for a refund if I don't like the style once I have received it, or if I changed my mind, or don't need the shoes anymore?
A. No, unfortunately we can't offer refunds just because you have changed your mind. We are a small family business and every dollar we spend importing our stock to Australia and shipping orders to our customers makes a noticeable dent in our bottom line. Please choose your products carefully.
Q. Is the item physically in-stock if it shows in-stock online?
A. Not always, some items that may show in-stock on our website go on backorder if they have sold out and the ETA is within 2 months. If we can't ship out the item you have ordered within the estimated shipping timeframe you have selected, we will notify you of your options.
Q. When will an item be restocked?
A. We restock at all different times so please 'Contact US', telling us the style name and we will let you know the estimated time of arrival of the next stock run for that style.
Also check our PRE-ORDER page for your style and the item ETA will be listed in the product description.
Q. Are the brands you sell genuine or copies?
A. We only stock genuine brands which we import directly from the overseas manufacturing company.
Demonia, Pleaser, Bordello, Fabulicious, Pin Up Couture, Devious, Funtasma - All directly imported from PleaserUSA in California USA.
New Rock Shoes - Directly imported from New Rock Shoes in Spain EU.