FREQUENTLY ASKED QUESTIONS


Have questions on returns, shipping or about our shoes?
 
We've collated the most common inquiries so you can find the answer to your questions quickly! 


FAQ Question Mark Icon
 

RETURNS


How do I return online?

To return your online order,  click the person icon in the top menu on the right. Then select the order that you would like to return under 'Order History', and click the yellow ‘Refund/Exchange’ button at the top. Select the shoe(s) you would like to send back and your reason for the return, then follow the instructions on the screen to post the shoes back to us.

You can read more on our Returns Policy page here.


How do I exchange online?

When following the return steps above, select ‘Exchange’, and in the notes section tell us what style and size you would like to exchange for. 


Can I return my shoes to a store rather than sending them back to you?

Unfortunately not, all online purchases must be returned to our warehouse so they can be processed through our system. 



SHIPPING


How long does shipping take within Australia?

Our parcels are sent Standard Shipping with AusPost and take 2-5 business days depending on your location. 


What is the price and shipping for NZ and other countries?

International shipping costs are charged at 15% of the total purchase price and sent via AusPost. You can read more on our shipping policies and timeframes on our shipping page here.


 

SERVICES


Do you have Buy Now, Pay Later services?
Yes, we have ZipPay available! Simply select this method of payment at the checkout. You can read more about ZipPay and how it works here.


Where can I find your shoes in-store?

You can see a list of our retail stores and find a location near you here.



SIZING AND WIDTHS


What do the widths mean?

For Women’s widths, B or C is standard, 2A is narrow, D or E is wide.

For Men’s widths, D or E is standard, B is narrow, 2E is wide, 4E is extra wide.


What is the difference between US/UK/AUS sizing?

Here is a chart that compares the different sizing systems. Ascent shoes are in US sizes for Men and USW sizes for Women.


How does unisex sizing work?

Our unisex shoes are listed as US sizes on our website. To convert to USW size, go up one size. For example, US9 is a USW10.



OUTSOLE GUARANTEE


How do I register for the outsole guarantee?

To register for our outsole guarantee, please fill out your details on our registration page here.


Why is my style not in the list for the outsole guarantee?

Only selected models are applicable for the outsole guarantee. If the style is not in the 'Style Purchased' drop-down menu then it is not covered. However, if there are any issues with the outsole in that time frame, please return to us if you bought online or at the store you had purchased from, the shoes will still be inspected and assessed.



PRODUCT INFO


Do your shoes accommodate orthotics? 

Yes, all our shoes are customisable and support orthotics!


Are your shoes vegan?

Our new arrival the Cumulus is vegan, and we are looking into introducing more vegan options into our range!


Do your shoes contain pigskin?

The leather uppers of our shoes are made from cow-hide. All of our shoes are pigskin free except for the styles below:

- Apex Max 2, Apex Max 3

- Elite, Summit

- Crest, Crest Boot, Zest, Zest Safety, Zest 2

- Sola 2

- Eternity 2

- Avalon

- Venture

- Contest (D), Contest (4E)

- Stratus, Stratus Navy, Stratus White



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