FREQUENTLY ASKED QUESTIONS

• What is your latest returns policy?

  We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt provided that they meet the below conditions. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
  
  Please note, that all returns postage cost will be covered by the customer unless the item is faulty. Please ensure you retain your return tracking number as lost items will only be covered if tracking information can be provided.
  
  

   3 simple conditions for a successful return

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 days and proof of purchase can be provided.	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached	Item(s) are in original packaging and in their original condition

  Please note that all returns cannot be sent with the packaging taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *
  

  *We reserve the right to reject any returns that do not meet these requirements.

  Online Returns 

  Credit card: Refund available

  PayPal: Refund available

  Afterpay: Refund available
   

  What can’t I return?

  For hygiene reasons we are unable to allow returns or exchanges on underwear, except in the case of a faulty item, in which case we will provide a full refund.*

  *All items purchased on sale, are final and are not available to be refunded or exchanged unless there is a manufacturing fault determined. This does not apply to items where a discount code is used during checkout.

  Stance INFIKNIT Guarantee

  We stand by our INFIKNIT product. So much that we are guaranteeing it for life. No catch. If it rips, tears, or develops a hole, we’ll send you a new pair or give you a refund.* If you have an issue with an INFIKNIT product, please contact our Customer Experience team here and include the following information:

  1. Your original order number or date of purchase and the store you purchased from
  2. Photos of all the information on the inside cuff of the sock
  3. Clear close-up photo of the problem areas in the sock
  4. Photo of the entire pair.

  If your claim is approved, we will offer a refund or a replacement pair in the same style with free shipping. If the style is no longer available, we will offer a pair of your choice of equal value.

  *Please note that any evidence of deliberate damage or tampering will result in declining of the claim.

  
  Refunds

  Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

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• Stance Infiknit Guarantee

  We stand by our INFIKNIT product. So much that we are guaranteeing it for life. No catch. If it rips, tears, or develops a hole, we’ll send you a new pair or give you a refund.* If you have an issue, please contact our Customer Experience team here and provide the following information:

  1. Your original order number or date of purchase and the store you purchased from
  2. Photos of all the information on the inside cuff of the sock
  3. Clear close-up photo of the problem areas in the sock
  4. Photo of the entire pair.

  Please note that this is only valid for INFIKNIT products. The easiest way to determine whether or not your item is part of the Infiknit collection is that there will be a logo on the inside cuff of the sock.

  What's next?

  Our Customer Experience team will review your claim and get back to you as soon as possible. If approved, we will offer an online refund or a replacement pair in the same style. If this style is no longer available, then we will offer a pair of your choice of equal value. 

  *Please note that any evidence of deliberate damage or tampering will result in declining of the claim.

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• How to place an online order

  Placing an online order is easy! Follow our easy step by step guide below.

  Would you prefer to speak to someone instead? Give our Stance Crew a call on 1800 951 041

  They'll be able to help you with your size and securely place an order for you!
  
  If you prefer not to call, hit up our Stance Crew via our live chat channel.
  
  

  HOW TO PLACE AN ONLINE ORDER

  Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.

   

  

   

  Step 2: Select the style you wish to purchase.
  
  

  

   

  Clicking into the style, you'll be able to view a description of the item and product details 

   

  
  Interested in this item? Select a size and click on "Add To Cart".
  
  Once you've done this, you'll see a dot appear in the shopping bag on the top right-hand corner. This means you've successfully added an item to your cart!
  
  

  You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
  
  "Continue Shopping" - If you want to continue browsing click on "Continue Shopping"
  "Proceed to Checkout" - You're happy with your selection, then proceed to checkout.

  
  Step 3: Complete the order
  
  

  We accept all secure payment methods! Click here for more information.
  
  Note: At the cart, you'll also be able to enter in your discount code if you have one.
  
  
  

  

  
  
  You'll be asked to either:

  • Checkout as a guest
  • Log into your existing account OR
  • Create an account with us.

  
  Follow the prompts and fill out all the required fields.

  Once done, the last step is to review your details to make sure they're correct. 
  
  Press "Place Order". You're done!

  Having difficulties placing your order? No worries! Our Stance Crew are available to help over the phone on 1800 951 041.
  
  Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
  
  Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
  
  Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.

   

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