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.
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 perfect condition.
Please email us at firstname.lastname@example.org or phone us 03 9817 4000, have your shoe details and invoice ready to discuss.
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 (subject to availability) or refund you for any defective product provided that:
- The return is pre-arranged with us by emailing email@example.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)
- Shipping back goods where you feel there may be a manufacturing issue is at the cost of the customer
What payment options are there?
You can pay by PayPal, MasterCard or Visa. 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 authorization with National Australia Bank’s secure gateway.
Our merchant services use SSL encryption, which is an Internet standard and encrypts all of your details, preventing a third party from viewing your information. The instant you reach our checkout page, a padlock symbol at the top or bottom of your screen indicates that you have entered our secure shopping zone.
An internal security system, known as a firewall, protects personal information about you stored in our computer from being viewed by a third party. Information access is restricted within our offices and protected by a secure password.
How are goods sent?
Most of our orders are sent Startrack Express. If you are not home when the delivery driver attempts to deliver your goods, they will leave a card for you detailing how and when the consignment can be collected.
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.
What are the postage and handling charges?
Delivery is FREE for all orders over $79.00 anywhere within AUSTRALIA. For orders under $79.00 a flat shipping rate of $9.00 applies.
For NZ orders, a flat shipping rate of $12.00 per pair applies. Orders in AUD which are equivalent to NZ$200 shipped to New Zealand may incur GST, customs charges and duties charged by the NZ 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: http://www.customs.govt.nz/features/internetshopping/Pages/Refunds-when-you-return-an-item.aspx.
Does Kroten send overseas?
Sorry but we only send our footwear to Australian and New Zealand addresses.
There’s a mistake with my order. What should I do?
If we made a mistake with your order we will send you a reply paid label or bag and you can return the incorrect item free of charge. Once we receive the item back, we can then send the correct item to you free of charge also.
If you made the mistake we would ask that you pay the postage to return the incorrect item back to us and we will send out the correct item free of charge.
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’.
You now have an account with us.
How do I unsubscribe from newsletter?
We are sorry to see you leave us! If you’d like to unsubscribe from our newsletter, simply click on the unsubscribe link at the bottom of the newsletter email.