Frequently Asked Questions
Orders & Payments
Q: How do I place an order?
A: Browse our collection, select your size/quantity, and proceed to checkout. Enter your details and choose a payment method (Credit Card, PayPal, Zip, Afterpay).
Q: Can I change or cancel my order?
A: Contact [email protected] immediately. Changes/cancellations are only possible if your order hasn’t been processed (within 24 hours).
Q: Are my payment details secure?
A: Yes! We use encrypted payment gateways (PayPal, Stripe, etc.). We never store your credit card information.
Shipping & Delivery
Q: Where do you ship from?
A: All orders are shipped from our warehouse in China.
Q: How long does delivery take?
- Australia: 7–14 business days.
- International: 10–21 business days (varies by location).
Q: Can I track my order?
A: Yes! A tracking number is emailed once your order is shipped.
Q: Who covers shipping costs?
A: Customers pay shipping at checkout. Return shipping costs are also the customer’s responsibility.
Returns & Refunds
Q: What’s your return policy?
A: We accept returns within 7 days for damaged/defective items only. Items must be unused, in original packaging, with tags. Full policy here.
Q: How do I start a return?
A: Email [email protected] within 7 days. We’ll send a form to complete with photos of the issue.
Q: Can I return sale items or custom orders?
A: No. Sale items, custom/personalized products, and perishables are final sale.
Q: How long do refunds take?
A: Refunds are processed within 5 business days of receiving your return.
Products
Q: Are your products authentic?
A: Absolutely! We source directly from trusted suppliers and brands.
Q: Do you restock sold-out items?
A: Restocks depend on supplier availability. Sign up for our newsletter for updates!
Q: Can I request a custom shoe design?
A: Not currently. Custom orders are unavailable, but follow us on social media for future updates.
Policies & Accounts
Q: How is my data used?
A: We collect personal details (name, address, DoB) to process orders and improve your experience. Read our Privacy Policy for details.
Q: Can I delete my account?
A: Yes! Email [email protected], and we’ll remove your data from our system.
Q: What if my package is lost/damaged?
A: Contact [email protected] with your order number and photos. We’ll investigate and resolve the issue promptly.
Miscellaneous
Q: Do you offer discounts?
A: Yes! Join our newsletter for exclusive offers. Follow us on Instagram (@punkinsports) for flash sales.
Q: How do I contact customer support?
A: Email [email protected]. We respond within 24–48 hours.