Returns & Exchanges

Falke AU accepts refunds and exchanges relating to all the products purchased via our website. However, as the items purchased on our website are of an intimate nature we cannot always accept them. If any of the socks purchased via the Falke AU website have been opened or worn, we cannot accept them back for a refund.

Returns

We accept returns up to 30 days from the date of purchase. To be eligible for a return, your item must be unused, unworn and in the same condition that you received it, including still the original tags unless there is a visible fault/defect with the product.

We cannot accept returns, exchanges or change of minds on sale items unless the item has a visible fault or defect.

Any returns sent back to our warehouses are the responsibility of the customer. Please email orders@falkau.com.au with your order number and return query. We will respond within 24 hours.

Once the outcome of the return is finalised we will issue you with a credit which will be applied to your original method of payment.

Change of Mind

We understand that from time to time our customers may change their mind regarding the product purchased. That’s not a problem! Just email orders@falkeau.com.au and describe the reason for the change of mind and we will issue you with an exchange option form. Falke AU will not issue any credits associated to change of mind returns. Please note that there will be a 5% surcharge and a separate shipping fee applied to your credit card to cover merchant, e-commerce fees and return shipping to your preferred address. Any change of mind returns sent back to our warehouses are the responsibility of the customer.

Damaged or Defective Items

In the event a customer receives an item that has been damaged by the couriers or has a defect please email orders@falkeau.com.au along with a picture of the defect or damage and we will be in touch with you regarding a replacement.

Returns Address:

20/28 Barcoo Street

Roseville

NSW

2069

Australia

Dispatch & Deliveries Policy

Falke AU uses Australia Post for all of our deliveries and returns. Providing all items are in stock they will be dispatched same day providing the order is received prior to 12pm EST. If the item is not in stock we will notify you of the expected delivery date upon order receipt.

Once we receive your order you will be provided with an Aus Post tracking number and instructions on how to track and trace your orders. These can be tracked from https://auspost.com.au/. We love to hear from our customers so if you are having difficulty tracking your item, give us a call on (insert number).

Once your order arrives a signature will be required as proof of delivery so please ensure someone can sign for it. If no one can sign for the package, the package will be taken to your local post office.

Shipping Costs & Lead Times

 Australia 
TypePostageCost
Standard $1-$50For orders under $50 freight is $7.50 for standard freight (Australia Post Regular eParcel)$7.50
Standard $51-$99For orders between $51 and $99, freight (Australia Post Regular eParcel) is $4.99$4.99
Standard $100Free freight (Australia Post Regular eParcel) for orders over $100$0.00
ExpressExpress Post service available for any order at an additional fee$11.95

As mentioned Falke AU utilises Australia post for all our freight forwarding. While we believe we have partnered with the market leader in freight delivery, once parcels are dispatched from our warehouse they are in the hands of a 3 rd party company independent of Falke AU. With that in mind the below are guidelines for delivery lead times based off the lead times we are provided from Australia Post.

  • VIC, NSW, QLD Metro Areas – 1-3 Days
  • Regional/Country NSW, VIC or QLD – 5-7 Days
  • WA – 4-6 Days
  • Express Post is Guaranteed to select Australia post locations
Missing Parcels

If your parcel goes missing during the delivery process Falke AU will to our best efforts ensure Australia Post find the lost or missing parcel. Ultimately, unless insurance is requested on the parcel, Falke AU will not take ownership over any missing or lost parcels.

Incorrect Delivery Address

If our customers supply us with the incorrect delivery address Falke AU will charge the customer a $25 admin fee and a $7.5 re delivery fee utilising Australia Post Regular eParcel. These payments will be required prior to re-delivery.

Incorrect Delivery Address

We do ship internationally so please request quotes for international shipping.