Frequently Asked Questions
How do I know which size I am?
You can find the size chart on every product page by clicking the button that says "SIZING CHART". If you are still unsure which size to order, we suggest measuring your foot from the top of your big toe to the centre of the end of your heel and match that up with the centimetre measurements on the size chart.
How do I know which width a shoe is?
You can find the width of each style under the "Fit & Care" section on the product page. For women's shoes, B width is medium, and C width is wide. For men's shoes, D width is medium.
I'm looking for shoes to assist with plantar fasciitis, are any of your shoes suitable?
Yes! All of our shoes are suitable to help alleviate the pain caused by plantar fasciitis, so you can take your pick!
Do all of your shoes come with orthotics in them?
Yes, all of our shoes come with supportive footbeds.
I have my own orthotics that I would like to use, can I use them in your shoes?
You can use your own orthotics in any shoes with a removable insole. You can see if a style features a removable insole by checking the "Detail" section on the product page. Look for the footbed features, and check for the word "removable", if it does not mention removable anyway, this means that it is inbuilt.
Is your chat system a robot?
Nope, our chat is a live agent, so please make sure to keep that in mind and stay kind!
What time is your chat available?
Our chat is live between 8:30am and 4:30pm AEST on weekdays, this does not include QLD public holidays.
When will my order be sent?
If you place your order before 1pm AEST with express shipping, it will be dispatched the same business day, after 1pm it will be shipped the next business day, standard shipping order should be shipped within one (1) business day. You can find more information on the Shipping page.
Can I return my items?
We accept one free return or exchange per order number on all items excluding those in the Outlet category. Items in the Outlet category are marked with a label that says "Outlet Final Sale", we will not accept any returns or exchanges on these items unless faulty - they are final sale. Read our full policy on the Returns & Exchanges page.
Please contact us via chat, on the phone at 1300 856 226, or by email at firstname.lastname@example.org with your online order number beginning with #1000 to organise your return.
Where do you ship orders from?
Our warehouse is located in Coomera, QLD.
Do you ship outside of Australia?
At this stage, we only ship orders to Australia. If you would like to ship to a different country, please check below to see the other Vionic websites.
How can I find a stockist of your shoes?
You can find a stockist near you by using our store locator. This can be found on every page in the top right corner under "Find A Store". Please bear in mind that we do not know what each stockist carry, so we recommend contacting them in advance to avoid disappointment.
My credit card was declined, why does my card show a charge?
If your credit card was declined by our system, you may see an "authorization" on your debit/credit card. We have not taken any money from your account. This is simply an authorization of the funds.
No money is taken from your account until your order ships. In the case of a declined debit/credit card, your order has not been accepted into our system and will therefore not be charged. Please allow 24-48 hours for the authorization to disappear from your account. If you contact your card issuer or banking institution, they may be able to provide you with more information.
If you would like more information on authorizations, including what they are, how they are treated and how most financial institutions handle them, please visit: http://en.wikipedia.org/wiki/Authorization_hold
Can I change or cancel my order?
Our ordering and fulfilment system is designed to process and ship orders as quickly as possible and therefore orders are unable to be edited or cancelled by our customers after being placed.
For information about making a return or exchange, please visit our Returns & Exchanges page.
Can I change my delivery address after I place my order?
Once an order has been placed, you cannot change the address under your account but luckily there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.
The fastest and best way to update an address on your order is by chatting with us using our chat system or call our customer service team on 1300 856 226 and we'll do our best to help you out.
Do you ship to P.O. boxes?
We ship to P.O. boxes with standard shipping, however, if you would like to use express shipping, this will incur an additional $8 cost on top of the express shipping charge.
I'm looking at a shoe online, but the colour and size I want is unavailable, does this mean you do not have it?
Yes, all of the stock we have available shows online if you cannot see it online, this means we do not have it. We may restock a style, but it is unlikely, feel free to reach out and check.
Do you restock styles that are on sale?
No, we do not restock sale items, these are old season lines, which is why they are marked down.
I have seen a shoe that I like on the US website, will you be getting it?
We do offer a comprehensive and extensive range of styles to our Australian customers, but certain styles are not always offered to us. The best way to stay updated about new styles is to subscribe to our newsletter.
I have placed an order, but forgot to use a discount code, can you add it to my order?
No, we cannot apply discount codes to an order once it is placed, so please ensure your discount code has applied before placing your order.
Can I use more than one discount code on my order?
No, our checkout only accepts one discount code per order, so make sure you check the code you want to use has applied at the checkout.
Do I need to create an account to place an order?
No, you do not. However, there are many benefits if you do, including maintaining an order history, earning and spending reward points, and saving your details for a faster checkout process. Please create an account before checking out to earn points for that order.
Why won't my order go through?
Please ensure you have entered all of your details correctly. Check which browser you are using, please try and use Google Chrome as this is the most compatible browser. Have you used auto-fill for any of your details, this includes selecting any options from a drop-down? If so, refresh the page and manually type all of your details in, without selecting any auto-fill options.
If you have tried all of these things, and your order still will not go through, please contact us via chat.
I checked out as a Guest, can my order be added to my account later?
No, we cannot add orders to accounts once they are processed, so please make sure you create an account beforehand and login at the checkout before processing your order. You can create an account here.
How do I reset my password?
You can reset your password by going to the login page and clicking on Forgot Your Password.
Is having an account and being subscribed to the newsletter the same thing?
No, they are different things, we recommend that you are both subscribed to the newsletter, and create an account with us, but these are separate processes.
Which payment methods do you accept?
At this stage, we accept card payments (Stripe & Limepay), PayPal, as well as multiple pay over instalment methods which are AfterPay, LayBuy, and Limepay.