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Frequently Asked Questions
I am a new customer. How do I place my first order?
Placing an order with Authentics Online is easy. Here are the steps you need to follow to place an order.
1. Find the items you want
2. Add the items to your shopping cart
3. Proceed to checkout
4. Either checkout as a guest or register for future convenience
5. Enter billing information and shipping address
6. Provide payment information (we accept all major credit cards and paypal)
7. Review and submit your order
How do I return my order?
We want you to be 100% satisfied with your purchase. If you change your mind for any reason, we will gladly refund the product purchase price of any unworn merchandise so long as you return it (at your own cost) and a copy of your receipt with the original packaging in good condition within 28 days from the order date (online purchases only).
We will also gladly exchange products so long as they have the same value as the original purchase price. We will even send your exchanged items back to you for free!
Before you return any product, please send an email to firstname.lastname@example.org or call us on (03) 8878 3020 so that we can provide you with a Return Authority Number.
When will my return be processed?
Please allow 4-6 weeks for your return to be received, processed and appear on your credit card statement.
Can I request a store credit?
Yes, we also offer store credit as a refund option if you would prefer to purchase a product at a later date. Please note that normal shipping rules will apply to store credit purchases. If you spend under $89.99 there will be an additional $10 delivery charge. If your store credit purchase is $89.99 or more then delivery will be free.
May I return something that was not purchased from the online store?
We do not accept any returns for products purchased directly through one of our authorised retailers. Please contact the store the product was purchased from directly for any returns/exchanges. We only accept returns for purchases made through Authentics Online.
How long will it take for my order to be delivered?
We use DHL for most of our deliveries and they target next day delivery for all capital cities. Please note that delivery to remote areas may take longer. These delivery targets are a guide only and we do not guarantee that your item will arrive within this timeframe. If you feel that your order has not arrived within the expected timeframe, then please contact us on +61 3 8878 3020 and we will investigate further. For more information about deliveries please click here
How much are the delivery charges?
There is a $10 delivery charge per order (within Australia). However, orders of $89.99 and over are shipped free of charge.
For orders to NZ we charge a flat rate of AUD$30. However, orders of AUD$150 and over are shipped free of charge. For more information about deliveries please click here
Which countries do you deliver to?
We currently offer delivery to Australia and New Zealand. In the future, we will be offering international delivery to other territories within our region.
What forms of payment do you accept?
We accept all major credit cards and also PayPal.
Is it safe to use my credit card on your site?
Yes, it is extremely safe. When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) 256 bit encryption technology before being sent over the internet. Your credit card number is removed from our on-line server within one minute of it arriving and is stored on a separate secure server which is not accessible via the internet. If you are still unsure about sending your credit card to us via the internet, then we suggest you use one of our additional payment methods.
How am I protected against fraud when shopping on your site?
Committed to providing the most advanced online security features, we support the Verified by Visa and MasterCard SecureCode security service.
Verified by Visa and MasterCard SecureCode are free to Visa and MasterCard cardholders and was developed to help prevent unauthorised use of cards online.
Verified by Visa and MasterCard SecureCode protect your Visa and MasterCard cards with personal passwords or authentication codes, giving you reassurance that only you can use your card online.
Once your card is activated with this security feature by your bank or the organisation that issued your credit card, your card number will be recognised whenever it's used at participating online stores. A Verified by Visa or MasterCard SecureCode window will automatically appear and your Visa card or MasterCard issuer will ask for your password or authentication code, which you must enter to verify your identity and complete your purchase.
At stores that aren't participating in Verified by Visa or MasterCard SecureCode yet, your card will continue to work as usual.
For more information about these advanced online security features, click here for Visa or click here for Mastercard.
If you experience any problems with this feature at Checkout, please contact our customer service team on (03) 8878 3020 and we can assist you over the phone.
May I cancel or change my order?
Please send us an email at email@example.com or call us at the following number +61 3 8878 3020. It is our priority to send our customers their orders quickly. Therefore, it is often the case that the order has already been shipped where we cannot make changes.
Where is the sizing information?
Some types of shoes come in different size scales, so Authentics Online provides size equivalents for each shoe on the page the shoe is pictured. Authentics Online has a Brand Sizing Chart that will help guide you to what size to order. Please remember that this sizing chart is a guide and may not provide the exact fit for every style of footwear that we carry. Click here to view the SIZING CHART.
What do I do if I have forgotten my account password?
From the “My Account” sign in page, click the “I’ve forgotten my password” link and enter your email address. We will then send you a new password. Once you have your new password, enter it on the sign in page and from “My Account” you can change the password to one you will easily remember.
How do I change my account details?
To make changes to your account details, log-in to “My Account” using your current email address and password. Once logged in you are able to change your email address, password, billing and shipping details. Simply update the appropriate fields to save the changes.