FREQUENTLY ASKED QUESTIONS

• Please note:

  Due to the evolving Covid-19 outbreak, we've issued a return extension, giving you up to 90 days to return an item.

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• A message to our CAT community

  To our valued customers,

  With the rising severity of the COVID-19 crisis, we have an update for you on how we're dealing with things at CAT workwear.

  To ensure we're doing our part in protecting our team, customers and the wider community, we've made the difficult decision to temporarily close our CAT Workwear retail store, effective from 5 pm Friday the 27th of March 2020.

  We will be closely monitoring the situation & will share further updates with you as to when our retail store will re-open.
  
  While we'll miss seeing you in-store you can still shop with us online at www.catworkwear.com.au and stay in contact on Instagram @catworkwearanz.

  Our Customer Experience team is also available & you can contact them below should you have any questions or concerns.

  We are grateful for your loyalty and understanding as we continue to work through this together.

  The team at CAT Workwear.
  
  

  We understand you may have questions, we’ll do our best to answer below: 

  DELIVERY
  
  Due to restrictions in the freight network, there may be further delays to your delivery. For regular delivery updates, check out our article here.
  
  RETURNS
  
  Can I return my in-store purchase online? Are your shoes not quite right or a bit tight?
  
  We’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens. If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
  
  CUSTOMER EXPERIENCE TEAM

  Our Customer Experience team are still here to have a chat about all things sneakers... or if you just need a friend. 

  They're practising social distancing in the comfort of their PJs at home. Operating hours are from 9 am - 5 pm (AEST) Monday to Friday. Note there may be 1-3 delay in responding to your emails. 

  We’re all in this together.
  
  Our number one priority is safety - for our customer, our teams and our community.

   

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• Changes to our Customer Experience Operating Hours

  Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.
  
  We're operating from 9 am to 5 pm, here to help with your order, sizing questions and product recommendations as always! 
  
  We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.

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• Updates to Domestic Delivery Procedures

  Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.
  
  To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:

  • If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
    
    
  • Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
    
    
  • Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.

  If you have any questions, feel free to reach out to our Customer Experience team below.

  For any further updates, please visit the Australia Post website for more information.

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• What is your latest in-store returns policy?

  Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a store when trade reopens.
  
  If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
  
  We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

   3 simple conditions for a successful return:

  • Item(s) were purchased in the last 90 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition.

  In-store conditions
  
  In-store purchases cannot be returned or refunded to the online store at this point in time.
  
  Faulty items

  We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

  Please check out this article for more information on in-store faulty assessments.

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• What is your latest online returns policy?

  Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens.
  
  If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
  

  We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available.	No refund available. Exchange available for size only.	Refund available. No exchanges

   3 simple conditions for a successful return:

  • Item(s) were purchased in the last 90 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition.
    
    

  Please note that all returns cannot be sent with the shoebox 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.
  
  

  If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. 

  You may also return your items back to our online warehouse and you will be provided with a full refund. 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. Alternatively, you can visit one of our stores to exchange your item.

  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.

  Online conditions:

  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
  • Online purchases using PayPal can only be returned to the online store.
  • Online purchases using Afterpay can be returned online or instore.

   

  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.

  Faulty items

  Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our Customer Experience team below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

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• Do Cat Australia shoes & apparel come with a warranty?

  At CAT Australia, we stand behind our products. CAT shoes and apparel each come with a warranty against any faults with materials or workmanship.  Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.
  
  Please read the following carefully regarding CAT warranties:
  
  Faulty Goods
  
  CAT will accept product returns for industrial shoes (6 months), lifestyle shoes (6 months) and apparel (3 months) and provide you with an exchange or refund (refunds only available for items purchased via catworkwear.com.au where:
  • The product is faulty or is not of acceptable quality, or
  • The product is not fit for its intended purpose, or
  • The product does not match the sample or our description; and
  • You can present your receipt or other adequate proof of purchase
  
  CAT does not accept returns for problems as a result of regular wear and tear, or for problems caused by improper use.

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