I've received a mismatched pair of shoes, what can I do?
If you have received your order, and you have 2 different shoes that do not match, please see the options below to have this resolved:
- Please visit your nearest Platypus store, and our team can have your shoes exchanged to the correct pair, or refunded for you. You can find your nearest Platypus store here.
- If you cannot make it in-store, you can organise your return online through our returns portal here.
You can reach out to our Kicks Team below for more assistance, but please note we are unable to facilitate direct exchanges or replacements online.READ FULL ARTICLE
Why was my delivery returned to sender?
If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse.
Some possible reasons why your order was unable to be delivered:
- Your delivery address was incomplete or incorrect
- No-one was present to receive the parcel
- The delivery was rejected
Once your parcel has been returned to sender, unfortunately we cannot send the parcel back out to you.
We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order for them to be delivered to a location where they can be signed for such as your place of work.READ FULL ARTICLE
Why haven't I received my tracking number?
If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched.
We also recommend checking your spam/junk inbox as it can sometimes land in there.
Click here for ways to track your order.
You can check out our Delivery Timeframes to help you estimate the arrival of your order.READ FULL ARTICLE
Why wasn't my Authority to Leave parcel delivered?
We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely.
If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.
We apologise for any inconvenience this may have caused however we don’t want your parcel ending up in the wrong hands.
If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Courier Post directly on - 0800 501 501.
Alternatively, you can reach out to our Kicks Team and we’ll be able to assist you.READ FULL ARTICLE
Why haven't I received an email confirmation?
Haven't gotten an email order confirmation from us? A few possible explanations:
- Your order is still processing in our systems
- There's a small typo in your email address entered at the checkout
- The email has been marked as spam and has been moved to your junk/spam folder
If you haven't received it within 24 hours, reach out to our Kicks Team and we'll locate and resend your order confirmation.
Why have I received multiple confirmation and tracking emails?
We want to keep you in the loop with the progress of your order so you should expect:
- A confirmation email to confirm we've received your order
- An email once your order has left our warehouse and has been shipped (including a tracking number)
- An email with an update on your order including an estimated delivery date
- An email once your order is onboard for delivery
- An email confirming delivery has been completed
If you've ordered a few items we may need to fulfill your order from separate warehouses and so they may arrive at separate times, each with a unique tracking number. If this is the case you'll receive extra emails with unique tracking information for each item.
I only received one item, where is the rest?
Only received part of your order?
If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order.
How do I track the rest of my order?
If your order has been split, you will receive an email with your tracking details for each separate delivery.
Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times.
If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates.READ FULL ARTICLE