Frequently Asked Questions

 

General
 

Q. Was my order successful?

A. All successful order transactions will receive an order confirmation email within 30 minutes.  If you have not received an order confirmation email, check your junk or spam folder.  Alternatively, please log in to your account to view your order summary.  If you do not have an account yet, you can create one here.  

 

Q. My shoe is sold out or I can’t find my size, what do I do?

A. We stock an extensive range of shoes in our warehouse and do our best to keep up with the demand, but we do apologise that sometimes our shoes do sell out.  We keep up with the latest trends so our shoes are only available while stock lasts.  Send us an email at support@thenextpair.com.au and we will keep it in the system and notify you if it become re-stocked or offer alternatives. 

 

Q. What’s my shoe size?

A. Please see our size guide and conversion chart for a rough idea of the conversions.  Note: Each brand and model will vary in how they fit according to size.  We always do our best to let you know if a particular model runs smaller or larger than normal.

 

Q. Do you do back orders?

A. No, we do not do back orders. If an item is out of stock, the Next Pair team will notify you as soon as possible and ask if you would like a replacement item or simply provide a refund.  Out of stock orders will be cancelled unless a replacement item is requested.

 

Q. I have seen the same product cheaper on another website. Do you price match?

A. Unfortunately we do not price match but we strive to have competitive prices. 

 

Q. How can I find a specific brand/style?

A.You can search the entire product range on site by using the search bar centred on the top of the screen. Alternatively, you may use the filters on the left hand side when you are browsing our categories to narrow down your choice.

 

Q. Items in my shopping cart have disappeared when I tried to check out. Why has this happened?

A. We do apologise that the product you wished to purchase is no longer available.  The stock that you see on The Next Pair reflects what we have in real time.  Having an item in your shopping cart does not mean you have purchased or put it on hold.  The only time you can be sure that the product is yours is when the checkout process is complete and you have received a confirmation email.

 

Q. The shoe colours look different from the photos of the site?

A.The Next Pair adamantly attempts to portray product colors as accurately as possible in the images published on the website. However we cannot guarantee the product colours will exactly match the images displayed online. Possible discrepancies in color are due to the many variables in electronically reproducing color online. These variables include, but are not limited to, varying computer monitor models, settings, and limitations. The human eye's ability to perceive color also varies from person to person. The Next Pair will continuously improve its online colour accuracy.

 

Shipping and Returns

 

Q. Once I have received my email confirmation, when can I expect to receive my shoes?

A. Please refer to our delivery timeline which is located in our Shipping Policy

Q. Do you deliver to anywhere in Australia?

A.Absolutely! Please refer to our Shipping Policy for estimated delivery times and charges.

 

Q. How do I return my order?

A. Please read our Returns Policy  to find out how to return your purchase, and if you meet the criteria for a refund. To start the returns process, please visit our returns portal and follow the instructions accordingly. 

The customer is 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. For your convenience Australia Post have created a returns portal page where you can purchase and print your returns shipping label online for a flat fee of $12.50. We recommend using this service for those located outside of Metro Sydney. 

 

Q. How long does the refund process take?

A.  Returns take 2-5 business days to reach our warehouse. Refunds are always processed using the original method of payment at the time of purchase (Credit Card or PayPal) within 3-5 working days of receiving the goods at our warehouse. For more information regarding refunds, please see our Returns Policy.

 

Q. I have been sent the wrong item! What happens now?

A. We are really sorry, but please contact the Next Pair team immediately at support@thenextpair.com.au or call us at 1300 206 631.  We will arrange for the item to be collected and ship the correct item to you straight away.  Please help us by providing a few photos showing the incorrect item, which will speed up the returns process.

 

Q. I have not worn my shoes or removed any tags but I have thrown away the branded shoebox! Am I still able to return these shoes?

A. Unfortunately we can’t accept any returns without their original branded packaging. Sorry!

 

Q. Is it possible to arrange a delivery time?

A.Unfortunately we cannot arrange a certain delivery time with Australia Post or Startrack. If your delivery is in Metro Sydney, your best option would be to arrange the same day service and that will give you a more certain delivery time.  Please read our Shipping Policy for details on this express service.

 

Q. Do you deliver internationally?

A. At this stage The Next Pair is only delivering to Australia, but don’t give up on us, stay tuned for further developments!

 

Q. Is it possible to track my order? If so, how?

A. Once your order is on board with a courier company, you will receive an email with tracking information.  

 

Q. Will someone need to be present to receive delivery?

A. We like to ensure the safe delivery of every shipment, so we do recommend someone to sign and receive the delivery. We do also offer the option of “Authority to Leave” at checkout, which gives the delivery driver permission to leave the shipment at the nominated address.

 

Q. Am I eligible for the same day express delivery?

A. We only provide the same day delivery service to customers within Sydney Metro for a charge of $15.95. This option will only become available to you at check out if you meet this criteria. Please also note that you must have placed your order prior to 11am that day to be eligible for this same day service. Only available Mon-Fri (excluding public holidays). Please note this service is temporarily unavailable. 

 

Q. My item is faulty. What should I do?

A. Please contact the Next Pair team immediately at support@thenextpair.com.au or call us on 1300 206 631.

Q. What kind of exchange policy do you offer?

A. The Next Pair understands how hard it is to get that perfect fit for your new shoes, especially with so many brands and models out there. We allow for size exchanges on a like for like product, but it is recommended that you check that we have the size available for exchange. We also offer a 30 day return policy which you are entitled to a refund for your purchased goods. 

 

 

Payment
 

Q. What type of payments do you accept?

A. The Next Pair accepts PayPal, Afterpay, Zippay as well as MasterCard, VISA and American Express.

 

Q. Is it safe to enter my credit card details on The Next Pair website?

A. Absolutely!  The Next Pair understands that the safety of your personal information is extremely important to you.  We use globally accepted best practice electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access.  For more information regarding the security of your personal information, please read our Privacy Policy.

 

Q. What is PayPal?

A.  PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. PayPal has over 100 million member accounts in over 190 countries. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant. Read more about PayPal.

 

 

Technical 
 

Q. I am having problems navigating the Next Pair website. What can be done about this?

A. Please contact our customer service team on 1300 206 631.

 

Q. What are cookies? Do I need to enable them?

A. A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

You need to enable cookies on your browser to enjoy all the shopping features on The Next Pair. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to access your account information be sure to log out before leaving your computer unattended. You can log out by clicking on the "Logout" link at the top of the page.