FREQUENTLY ASKED QUESTIONS
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Thank You Day Chat Operating Hours
Our dedicated Customer Experience team will be operating at the reduced hours of 7:00 am to 7:00 pm AEDT on Friday, 23rd October 2020.
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Important update on our Melbourne Metro store
Update: Our stores are set to open as soon as the Victorian Government eases retail restrictions. Check back here for the latest updates.
With Victoria entering Stage 4 lockdown measures, our metro Melbourne store will be closing temporarily, effective from Tuesday the 4th of August 2020.
Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online.
Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders.
Important changes to take note of:
SHOPPINGOur online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 1300 020 375 and press 1.
CLICK & COLLECT
Metro Melbourne, you can now pick up your order via our Contactless Click & Collect Service. Once you’ve received your “Pick Up” email, head to the store between operating hours (10 am - 4 pm Monday to Friday, 9 am - 1 pm Saturday) to pick up your order, contact-free.
DELIVERYOur priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delivery delays on top of our standard delivery times. For regular delivery updates, check out our article here.
RETURNS
Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.
Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period.
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What is your latest online returns policy?
For orders placed online after the 4th of August 2020, our returns policy has been extended to 60 days.
We want you to be completely satisfied with our products and we will gladly accept returns within 60 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 60 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.
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Please note that 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.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit our Werribee store for an exchange.
CREDIT CARD
PAYPAL
AFTERPAY
RETURN ONLINE
Refund Available.
No exchanges.Refund Available.
No exchanges.Refund Available.
No exchanges.RETURN IN STORE
Exchange, store credit
or refund available.*No refund available.
Exchange available
for size only.*Refund available.
No exchanges**Any item(s) that were not purchased from an authorised CAT store will need to be returned/exchanged at the original store of purchase. Please click here for more information.
Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged through our Returns portal here. Please note that 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.
Refunds
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.
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.
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.
*Please do not return any faulty items without contacting us first.
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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 CAT Experts a call on 1300 020 375
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 CAT Experts 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 shoe and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Select your size and click on "Add To Cart".
Once you've done this, you'll see a number next to the shopping cart 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:
"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.
Step 3: Complete the orderWe 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 CAT Experts are available to help over the phone on 1300 020 375
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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