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 818 849, 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. This will add the item to your bag. Once added you will be offered the options to either view your bag or to checkout. To continue shopping, you can keep browsing through the website and adding items to your bag as above. If you have completed your shopping, click on the ‘View Bag’ button or the bag icon in the top right corner of the page. Take the time to review the item(s) in your bag - check the shoe model, size and quantity are correct. Your order 'Grand Total' will be displayed at the bottom right of the window. 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 either sign in to your Bstore account, create a new account or checkout as a guest. If you have a Gift Voucher or Credit Note, please enter it in the textbox to the right of your cart. Please double check your account and shipping address information is all correct before you select the ‘Continue to Shipping’ button. You will then be taken to the shipping page, where your shipping method will be automatically selected (Free express shipping for orders $99 and over, or $13 express shipping for orders under $99). Once you have reviewed the shipping method, you can click the ‘Continue to Payment’ button. This will take you to the payment page, where you can select your payment method and enter the relevant details. If paying with PayPal, Klarna or Zippay, you will be redirected after pressing the ‘Complete Order’ button to the relevant page for payment confirmation. You can also add a separate billing address if different from your shipping address before completing your order. Please check all information is correct before selecting the ‘Complete Order’ button. Once your order has completed, 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, Klarna, 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!
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?
At Bstore we make every effort to have the items you want in stock at all times. Should an item you have ordered be out of stock, we will cancel your order and refund you immediately. If one item from a larger order is unavailable, we will contact you to find out if there is an alternative option that might be suitable, otherwise we will simply cancel and refund that item and fulfil the rest of the order.
When Will My Order Be Posted?
We know you’re eager to get your new shoes as soon as possible so we hustle to get your order out fast! All our orders are sent with super speedy Australia Post Express. 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 have to request them from one of our stores which can add a maximum of 2 days to this process.
Do you deliver to PO Boxes and/or Parcel Lockers?
Yes we do!
When Will I Get My Order?
We pride ourselves on getting your shoes to you fast. 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, taking 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 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 818 849 or email@example.com.
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 orders are sent with super speedy Australia Post Express. Postage will be automatically calculated when you check out.
Oops! I Accidently Entered An Incorrect Shipping Address. What Can I Do?
If you’ve only just placed your order, please call us immediately on 1300 818 849 so we can update the address before it is dispatched. 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.
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.
How Do I Return An Item For Exchange Or Refund?
You can return item(s) for exchange or refund by clicking here, where you will be taken to our Returns page. From here, you can enter your order number and click through to purchase a $13 return postage label, which you can print at home or at the post office. Before attaching the return postage label, follow these steps to package your item(s) for return. 1) Ensure your shoes are unworn and unused in their original packaging or shoebox. We recommend trying them on inside, on carpet. 2) Fill in a Return/Exchange form and pop it in with your return. You should receive a copy with your order, or you can download the form here. 3) If you are returning an item for exchange, we recommend calling or emailing us so we can put your exchange shoes aside. 4) Wrap your parcel up in a protective layer - turn your mail bag inside out, a shopping bag or Christmas wrap! You can then attach the return postage label to the outside of the parcel and take it to your nearest Australia Post Outlet to be scanned and sent back to our Service Centre, where we will process your refund or exchange upon receiving the item.
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. Additionally, please be aware we are a Western Australian based company and therefore shoes can only be returned to our stores here.
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'.
I Found Something I Love But It's Out Of Stock In My Size. What Can I Do?
Select the size on the item page and click the 'Out of Stock, Notify Me' button below the sizes. A popup window will prompt you to confirm the size and colour that you are interested in, and enter your email address. Once you have done this, click 'Email Me When Available' and you will see a confirmation below that your notification has been registered. Then you can sit back and relax and we will keep you posted if the item is restocked!
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 Teva US9 may fit a bit differently to a FitFlop US9. Please refer to the product fitting notes for more information. If you are unsure of sizing, please give our Customer Service Team a call on 1300 818 849 or email firstname.lastname@example.org, we'd love to hear from you!
How Can I Purchase A Gift Voucher?
Gift vouchers can be purchased at any Bstore location, or by calling any store and purchasing the gift voucher over the phone to receive the voucher via email.
How Long Are Gift Vouchers Valid For?
Gift vouchers are valid for 3 years from the date of issue.
Can I Use My Store Gift Voucher Or Credit Note Online?
No, unfortunately gift vouchers and credit notes are only valid in stores.
Can I Follow Bstore On Social Media?
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! Plus you can go into the draw to WIN a pair of shoes each month. You can sign up from the bottom of this page by entering your email address and clicking the 'Sign Up' button to submit.
Please note, Australia Post has advised there may be delivery delays in their network due to the following: reduction in air freight capacity and passenger flights (which also carry parcels), a significant increase in parcels volumes, many which require manual sorting, and hygiene and social distancing requirements in the network (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers).