Got a question? We may have an answer.
Below are the most common questions that we get so we have compiled everything in one page for your convenience.
General
What if my purchase is not the right size?
If our product does not fit you, we will replace it. It will cost you for the return postage for the original item, and we will send out the replacement at no charge. The product must be returned in unused condition with any tags or stickers still attached, including the undamaged shoe box and must be returned within 30 days of purchase.
Click here to download a return form to print and place in your return parcel.
What if there is a manufacturing issue?
We are proud of our products and guarantee all of them as advertised. We will attempt to replace any product deemed defective by the manufacturer or refund you for any defective product provided that:
- The return is pre-arranged with us by emailing orders@activecasual.com
- The product is returned to us with proof of purchase
- The product is not defective as a result of misuse (determined by the manufacturer)
When will my refund be processed?
As soon as your return is received and processed by our team, you will receive a confirmation email from us to let you know your refund has been issued. Please allow 1 – 3 working days for your refund to appear in your account. We will always do our best to process all returns as soon as possible however please allow 3 – 5 working days for your return to be processed by our team. If you have posted your return but haven’t heard back, please feel free to contact us and we can look into this for you.
Payment
What payment options are there?
You can pay by MasterCard, Visa, PayPal, and PayPal Pay in 4. All prices shown on the site are in Australian Dollars (AUD).
Are my credit card and personal details safe?
Your credit card information is never stored on our server, and is only used during payment authorisation with PayPal’s secure gateway.
Our website uses SSL encryption to securely transmit your information to the payment processor, preventing a third party from viewing your information.
Delivery
How are goods sent?
Our parcels are sent with Australia Post E-Parcel within Australia and New Zealand. We prefer a daytime delivery address where possible as our couriers may require a signature on delivery. The courier will leave a card if no-one is able to accept the delivery including details of how to collect the goods at a local post office or in some cases arrange a re-delivery.
Instructions can also be entered for an “authority to leave” and this is only recommended if it is safe to do so. We cannot be held responsible for any lost or stolen parcels in this instance.
How long will it take to receive my goods?
Please allow 4 to 7 business days for delivery to Metro areas Australia wide. Add on a couple of business days to this if you are in a regional area in Australia or in New Zealand.
Can I track my goods?
Yes – once your online order is dispatched you will receive an email or text message from Australia Post to your nominated email address or mobile number. This will include your delivery details, tracking number and a link that will allow you to track the status of your delivery. Please check your junk/spam folder in your emails, should this be missing.
What are the postage and handling charges?
Delivery is FREE for all orders over $99.00 anywhere within AUSTRALIA. For orders under $99.00 a flat shipping rate of $12.00 applies.
For NZ orders, a flat shipping rate of $15.00 per pair applies. Orders valued at NZ$200, or higher, and shipped to New Zealand may incur GST, customs charges and duties charged by the New Zealand Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorized service provider. KROTEN AU is not responsible for and will not reimburse any of these charge and duties.
Customs charges and duties are the responsibility of the Customer and will not be refunded by KROTEN. There are limited times when only the duty and GST can be refunded to you by the NZ Customs Service. Please find out more here: https://www.customs.govt.nz/personal/online-shopping/.
Does Kroten ship internationally?
Sorry, but we only send our footwear to Australian and New Zealand addresses.
Accounts
How do I create an account?
You can click on the ‘My Account’ option at the top of any page of the website.
This will bring you to a page that allows you to register with us.
Just fill out the ‘Register’ section and click the green button ‘Register’.
Creating an account will allow you to easily retrieve past orders and store your delivery details to make checkout easier.
