Frequently Asked Questions
Hey there, have a Bstore question?
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 818 849, we'd love to hear from you.
Customer Service Centre Hours
Monday to Friday - 8:00am to 4:00pm Western Standard Time
Closed - Weekends and WA Public Holidays.
If you are 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.
Prefer to keep it digital?
Shoot us an e-mail at firstname.lastname@example.org and we will get back to you within one business day!
Looking for our stores?
We have five store locations across Perth - located in Claremont (Stirling Hwy), Perth CBD, Whitford City, Subiaco and Garden City.
To find out about our store locations and trading hours, see our Bstore locations page.
How do I place an order?
Once you have found an item you love, select your size and click the 'Add to Cart' button. This will take you to your Shopping Cart and add the item to your cart.
- If you would like to continue browsing then select the 'Continue Shopping' button.
- If you have a Gift Voucher or Credit Note, please enter it in the textbox and click the 'Apply' button.
Take the time to review the item(s) in your cart - check the shoe model, size and quantity are correct. Your order 'Grand Total' will be displayed at the bottom right of the window. To proceed to the checkout you have two options:
- If you are paying with PayPal, then select the 'Checkout with PayPal' button. This will take you to the PayPal login where you can enter your account details and log in.
- If you are paying with credit card, then select the 'Proceed to Checkout' button. This will take you to the Checkout page where you can either sign in to your Bstore account, create a new account or checkout as a guest.
Please double check your order, billing, shipping and payment information is all correct before you select the 'Submit Order' button.
Your web browser will now show a page that says "Thank you for your order." This message will also include an order number for your records. In a few minutes you will receive an e-mail from us with a summary of your order. That's the hard work done, sit back and relax, we'll take it from here!
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. Please contact the manufacturer of the shoe you wish to buy for your nearest stockist.
What payment methods do you accept?
We accept credit card (Visa and Mastercard), PayPal, Zip Pay, and Bstore Gift Vouchers (in-store only).
Is my online payment secure?
Yes! Bstore 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 818 849, we love to chat!
Do you sell gift vouchers?
Gift vouchers may be purchased in stores and redeemed in stores only. We currently do not offer online gift vouchers.
Can I use my Store Gift Voucher or Credit Note online?
No, unfortunately gift vouchers and credit notes are only valid in stores.
How do I know that you've received my order?
Immediately after you click the "Submit Order" button, your web browser will show a page that says "Thank you for your order." This message will also include an order number. This is your first sign that your order is being sent. You will also receive an e-mail from us within a few minutes with a summary of your order.
Can I change or cancel my order?
If you've only just placed your order, please call us immediately so we can make any changes or cancel before it is sent. If some time has passed, chances are that our warehouse ninjas have already packed and shipped your order! Please still give us a call so we can try and sort something out for you.
What do I do if I have a problem with my order?
Customer Service Centre Hours
Monday to Friday - 11:00am to 7:00pm Eastern Standard Time
Monday to Friday - 8:00am to 4:00pm Western Standard Time
Closed - Weekends and WA Public Holidays.
Outside these hours, please leave us a voicemail message with your number and we'll call you back.
When will my order be posted?
We know you're eager to get your new shoes as soon as possible so we move mountains to get your order out fast! If the shoes you purchase are available at our warehouse, they will be dispatched on the day you order them (orders placed before 4pm EST).
If you order on the weekend or outside of business hours, your shoes will be dispatched on the next business day.
If your shoes are not available at our warehouse we must transfer them from one of our stores which can add a maximum of 2 days to this process.
When will I get my order?
All our orders are sent with super speedy Australia Post Air Express. This service typically takes 1 – 3 business days. Unfortunately some rural areas can experience delays, rural orders can take 4-7 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 where your parcel is at!
How much is postage?
For all orders over $99, the postage is on us! For orders under $99, we offer a flat rate of $13. All our orders are sent with super speedy Australia Post Express. Postage will be automatically calculated when you check out.
Do you ship internationally?
To ensure the best service to our customers, we only ship within Australia at this time.
Do you deliver to PO Boxes and/or Parcel Lockers?
Yes we do!
Oops! I accidently entered an incorrect shipping address. What can I do?
If you've only just placed your order, please call us immediately so we can update the address before it is sent. If some time has passed, chances are that our warehouse ninjas have already packed and shipped your order!
If the order has shipped with Australia Post, please sign up to the MyPost tool https://auspost.com.au/mypost/ and redirect your parcel.
If the order has shipped with another courier, please call us so we can try and retrieve your parcel.
Returns & Exchanges
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:
- An exchange to a different size or style
- A refund onto your payment method.
Can I return an online order to a store?
Yes you can! Please note that we may need to transfer the item/s to the warehouse for a refund to be processed which can add 1-2 days.
For more on returns, please see our Exchanges/Returns page.
How do I create an account?
Head to our 'Create an Account' page by clicking here. Select the 'Create Account' button on the left, this will take you to a new page where you can fill in your account details and set your password.
I forgot my account password. What can I do?
Click here, enter your account email address and select 'reset my password'. 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'.
I'm not sure what size I am. What should I do?
At Bstore, it's important to us that you get the perfect fit. Our shoes are listed in either US or European sizing, depending on the brand. Each product has a size guide and fitting notes to guide you.
If you already own a pair of shoes in a particular brand, most of the time you will be the same size in different styles of that brand. There can be slight discrepancies between brands i.e. a Merrell US9 may fit a bit differently to a FitFlop US9. Please refer to the product fitting notes for more information.
I found something I love but it's out of stock in my size. What can I do?
Shoot us an e-mail at email@example.com with the name and size of the item you like and we can advise you if we will be receiving more stock.
Can I follow Bstore on social media?
Sure you can! Come share the Bstore love and join our online community for exclusive content, fun photos, behind the scenes, competitions and more.
I need more Bstore. Do you have a newsletter?
We do! Stay in the know by signing up to our Bstore Newsletter for shoe love straight to your inbox!
We are committed to protecting your privacy. The information you share helps us provide the best products and service possible. When you become a Bstore customer, we require specific information to fill your order. Some of this information includes name, billing and shipping addresses, phone number, and e-mail address. We handle this information in a secure, confidential manner.
By placing an online order, you give Bstore permission to communicate with you in regards to any important information regarding your order, including the security of your customer information. This communication could be via e-mail, in writing or by phone.
You may receive a message on your computer asking if you will accept cookies. Computer cookies are small bits of data that help us recognise you each time you return to our website. They are stored on your computer's hard drive. They do not damage your data and they cannot be used to access the private information you've given.
After a phone order is processed, all credit card details are destroyed. For information on online transactions, see below. Bstore does not share, sell or trade with third parties your Personal Information gathered online.
Information Collection Policy
Bstore may collect information from you in several different ways on our site, this is to provide an efficient, meaningful, and customised experience and help us make the Site easier for you to use by allowing you to enter information only once, find products and services, alert you to new information, products and services that we offer.
Use of Personal Information, Communication & Marketing
When we conduct market research and profiling, we may ask you for your opinions about shoes, fashion, websites and customer service or photos and information to enter our promotions, these may be published in Bstore blogs and social media sites, this information is also used to update you on our latest products, news and special offers (unless you tell us not to – which you can do at any time).
If you have made a purchase from our store we may occasionally update you on our latest products, news and special offers via e-mail, post & telephone. You will also be given the opportunity to receive such communications from us when you become a member of Bstore. All Bstore members have the option to opt-out of receiving marketing communications from us. If you do not wish to continue to receive marketing from us you should opt-out by visiting 'Your Account' on the Bstore website. You can access 'Your Account' once you register and login. Or click on the "unsubscribe" link in any email communications sent to you.
Bstore use an independent company to conduct Product Reviews - you may choose to submit a product review, any personally identifiable information that you submit as part of the review can be read or used by other visitors to the Site. We are not responsible for any personally identifiable information that you choose to submit as part of your review. We believe you can post a helpful review without disclosing any personal information. Feefo Reviews are an independent company that rates shopper's experiences in visiting and shopping at online stores. After placing an order with Bstore, you may receive the opportunity to provide feedback on your experience. This choice is optional and will not affect your order or service from us, whether or not you choose to provide feedback. Your feedback is collected by Feefo, not Bstore. If you have any questions regarding the information collected and privacy please contact us.
Disclosure of Personal Information
We usually collect personal information from you so that we can provide you with the goods you want. We may provide personal information about our customers to third parties outside our company. These third parties usually help us in providing goods and services to you, and include:
- Couriers (who we arrange to deliver goods to you on our behalf);
- Organisations who carry out credit, fraud and other security checks; and outsourced service providers.
We may also disclose your personal information to third parties outside Bstore;
- Where we have your express permission to do so
- Where it can reasonably be inferred from the circumstances that you consent to the disclosure to the third parties
At Bstore we try to limit the information we provide to third parties to include only the information they need to help us provide goods and services to you.
We may also enter into contracts with these third parties that require them to meet the privacy standards we set for ourselves in handling your personal information, and use your personal information only for the purposes we gave it to them.
Bstore VIP Members
Bstore VIP members are sent a confirmation email and instantly go in our monthly draw to win a free pair of shoes! As a VIP member you also receive all the latest updates and special offers through our e-newsletter. All Bstore members have the option to opt-out of receiving marketing communications from us. If you do not wish to continue to receive marketing from us you should opt-out by visiting 'Your Account' on the Bstore website. You can access 'Your Account' once you register and login. Or click on the "unsubscribe" link in any email communications sent to you.
Please be nice to our site
You are prohibited from posting or transmitting to or from this Site any unlawful, threatening, libellous, defamatory, obscene, scandalous, inflammatory, pornographic, or profane material, or any other material that could give rise to any civil or criminal liability under the law.
Acceptance of Contract Terms
The following are terms of a legal agreement between you and Bstore Pty Ltd trading as Bstore for Birkenstock (hereinafter 'Bstore'). By accessing, browsing and/or using this site (hereinafter 'Site'), you acknowledge that you have read, understood, and agree to be bound by these terms and to comply with all applicable laws and regulations. If you do not agree to these terms, do not use this Site. The material provided on this Site is protected by law, including, but not limited to, Australian Copyright law and international treaties. This Site is controlled and operated by Bstore from its offices within Australia. Bstore makes no representation that materials in this Site are appropriate or available for use in other locations, and access to them from territories where their contents are illegal is explicitly prohibited. Those users who choose to access this Site from other locations do so on their own initiative and are responsible for compliance with applicable local laws.
Cancellation of Orders
Bstore reserves the right to cancel, at any time before delivery and for whatever reason, an Order that it has previously accepted. Bstore may do this for example, but without limitation, where:
(a) Bstore suppliers are unable to supply Goods that they have previously promised to supply;
(b) An event beyond Bstore's control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, means that Bstore is unable to supply the Goods within a reasonable time;
(c) Goods ordered were subject to an error on the Bstore website or advertising material, for example, in relation to a description, price or image, which was not discovered prior to the Order being accepted;
Disclaimer of Warranty
The materials on this site are provided 'as is' without warranties of any kind either express or implied. To the fullest extent possible pursuant to the applicable law, Bstore disclaims all warranties, expressed or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, non-infringement or other violation of rights. Bstore does not warrant or make any representations regarding the use, validity, accuracy, or reliability of, or the results of the use of, or otherwise respecting, the materials on this site or any sites linked to this site.
Limitation of Liability
Under no circumstances, including, but not limited to, negligence, shall Bstore be liable for any direct, indirect, special, incidental or consequential damages, including, but not limited to, loss of data or profit, arising out of the use, or the inability to use, the materials on this site, even if Bstore or a Bstore employee or representative has been advised of the possibility of such damages. If your use of materials from this site results in the need for servicing, repair or correction of equipment or data, you assume any costs thereof.
The trademarks, servicemarks, and logos (the 'Trademarks') used and displayed on this Site are registered and unregistered Trademarks of Bstore and others. Nothing on this Site should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any Trademark displayed on the Site, without the written permission of the Trademark owner. Bstore aggressively enforces its intellectual property rights to the fullest extent of the law. The name of Bstore, the 'Bstore' logo or the term 'Bstore' may not be used in any way, including in advertising or publicity pertaining to distribution of materials on this Site, without prior, written permission. Bstore prohibits use of the 'Bstore' logo as a 'hot' link to any Bstore site unless establishment of such a link is approved in advance by Bstore in writing.
The copyright in all material provided on this Site is held by Bstore or by the original creator of the material. Except as stated herein, none of the material may be copied, reproduced, distributed, republished, downloaded, displayed, posted or transmitted in any form or by any means, including, but not limited to, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of Bstore or the copyright owner.
Permission is granted exclusively to display the materials on this Site while maintaining a real-time or near real-time connection to the Site, for personal, noncommercial use only, provided you do not modify the materials and that you retain all copyright and other proprietary notices contained in the materials visible at all times. This permission terminates automatically if you breach any of these terms or conditions. Upon termination, you will immediately terminate the connection to this Site and remove whatever materials you may have in your computer's "cache" under the terms and conditions of this agreement.
You also may not, without Bstore's permission, 'mirror' any material contained on this Site on any other server. Any unauthorized use of any material contained on this Site may violate copyright laws, trademark laws, the laws of privacy and publicity, and communications regulations and statutes.
Bstore Ultimate WCE x Birkenstock Merch Pack Competition
1 x Official AFL WCE Guersney, signed by the 2019 WCE team, with Certificate of Authenticity
1 x Official ADL Sherrin match ball, signed by the 2019 WCE team
1 x Birkenstock X Sherrin football
1 x Official AFL WCE 2020 Premium Member pin
1 x Official AFL WCE 2020 Premium Member neck tie
1 x Official AFL WCE 2020 Premium Member drink coasters, 4 pack
2 x Official AFL WCE 2020 Premium Member scarves
2 x Official AFL WCE caps
2 x Pairs of Birkenstock Arizona sandals (in winner's chosen size and colour from Bstore).
1 x WCE carry tote bag
*Please note that the member prize items listed above are merchandise items only and do not include 2020 Premium Membership, nor give the winner access to any other WCE Member benefits.
Leave a comment on the competition post on Bstore's facebook or Instagram telling us why you want to walk away with The Bstore Ultimate WCE x Birkenstock Merch Pack, and tag a friend you just might share a few items with
Competition open from 7/7/2020 to 30/7/2020. Entrants must comment and tag a friend on the competition post on Bstore's facebook or Instagram to enter. Unlimited entries allowed. One winner will be drawn at 10am WST Thursday 30 July with the winner contacted via the social media platform they entered on. Prize is as listed above, and is not redeemable for cash or credit or refundable. The judge's decision is final and discussion will not be entered into. Competition is open to entrants Australia wide. Free delivery can be arranged if required. Prize delivery subject to COVID-19 regulations permitting.