FREQUENTLY ASKED QUESTIONS

• How long does delivery take?

  Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.
  Just placed an order? Here's when to expect your delivery:

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $50	ORDER UNDER $50
  Australian Metropolitan Areas	1-3 Business Days	FREE	$10
  Australian Rural Areas	4-7 Business Days	FREE	$10

  Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 

  Important to note:
  1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

  2. Delivery services do not run on National or State Public Holidays.

  3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Stance.
  

  4. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.

  
  Need help tracking your order? Click here.
  
  

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• What is your latest returns policy?

  Need to return your items? 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 orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
  
  Please note, that all returns postage costs 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

   

  How can I organise an online return?

  Follow our online return instructions here.
   

  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.

   

  Faulty items 
  Please read about our Faulty Assessment process here before submitting a request through our Returns Portal.

  Cost of returns
  
  The returns shipping fee is $10, paid for in the Returns Portal. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
  
  Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  

  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 Stance Crew 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
  

  Due to the impact of COVID-19, we're experiencing delays in processing returns of up to 5-7 business days.

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

   

  Third-Party & International Purchases

  Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Stance Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

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• How do I book a return?

  Need to return something? Follow the below steps to organise your return. Please note, 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. You can check out our full Returns Policy.

   

  Online Return Instructions
  

  1. Create a return from your account. If you checked out as a guest, head to our guest Returns Portal here
  2. Enter your order number & its associated email address. 
  3. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
  4. Ensure your details are correct before clicking ‘next’
  5. Click "submit". Your return will be reviewed by our Customer Experience team
  6. If approved, you'll receive a follow-up email with further instructions

  Please note: We reserve the right to reject any returns that do not meet these requirements.
  All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

   

  Cost of Returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

  
  What's next?

  Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.

  If approved, refunds are 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.

  Please note: due to the impact of COVID-19, please allow an additional 2-3 business days for returns processing.

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• The item I want is sold out, will there be a restock?

  Yes, we occasionally receive restocks of short-run releases, however, we unfortunately won't be able to inform you if and when, we will be restocking in a specific style. 

  We recommend that you take advantage of our current in-stock range, and keep up to date with new releases and restocks by joining our mailing list. Simply scroll to the bottom of our website and enter your email address. You can also keep watch on our social media channels. 

  Please note: that we don't have a preorder system and are unable to place single unit orders for sold out items. 

   

  Feel free to reach out to our Product team who can help you find something similar! Simply click the 'Contact Us' below. 

  Thanks for showing your interest, we have our fingers crossed for a restock for you in the near future!

   

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• What is the Socks Size Guide?

  Our size guidelines below will help you find your perfect fit for socks, underwear and t-shirts. 

  Remember! AU sizes are equivalent to US sizes. 

  Mens Sock Sizes	S/YL	M	L	XL	XXL
  US SHOE SIZES	3-5.5	6-8.5	9-13	14-16	17-20
  EU SHOE SIZES	35-37	38-42	43-46	47-50
  UK SHOE SIZES	1.5-4.5	5.5-8	8.5-11.5	12.5-15.5

   

  Womens Sock Sizes	S	M	L	OS
  US SHOE SIZES	5-7.5	8-10.5	11-13.5	6-10
  EU SHOE SIZES	35-37	38-42	43-45	36-41
  UK SHOE SIZES	3-5.5	6-8.5	9-10	4-8

   

  *Women who wear a womens size small may fit into a mens size small, and women who wear women's size medium may fit into a mens size medium (US Sizes Only).
  
  

  Kids Sock Sizes	S	M	L
  US SHOE SIZES	7-10	11-1	2-5.5
  EU SHOE SIZES	23-27	29-34	35-37
  UK SHOE SIZES	6.5-9.5	10.5-13.5	1.5-4.5

   

  *Kids who wear a kids size large may also fit into a men's size small or a women size small (US Sizes Only).

   

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