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A message from Team Wittner

Our Stores

We hope that you, your family and friends are keeping safe during this time.

In compliance with new restrictions in Victoria, we have temporarily closed our stores for the safety and well-being of our staff and community. This includes our David Jones concessions and our Geelong store, which is temporarily closed as of Thursday August 6th 2020.

We are continuously monitoring the situation and will keep our store listings updated with regard to reopening and changing store hours. 

We continue to trade online 24/7, so that Wittner customers always have quality shoes at their fingertips no matter where they are.

Customer Service

Our Customer Service Team are working hard from their home offices to get in touch with every customer that has contacted us. As a result of a significant increase in enquiries and scaled down resources, we are experiencing a slight delay in response times and we appreciate your patience with this.

As the support office is closed, we are unable to take phone calls and are also unable to provide real-time responses to LiveChat enquiries. If you have a question, we recommend first visiting our FAQ pages or getting in touch via support@wittner.com.au.

Online Orders

We are thrilled to have the ongoing support of our Wittner community and are experiencing high demand in our online store. In order to protect the health and safety of our staff, we are working with smaller than usual teams so that we can maximise the workspace for each member. This means it might take a little longer than usual for you to receive your shoes, however standard domestic delivery should take 3-10 business days to arrive, dependent on courier delays.International deliveries are subject to further delays and you can find more information on our delivery page.

We will continue to process returns as we receive them and appreciate your patience during this period. Should any customers who cannot get to a store wish to make a return, you can do so via our online returns portal here.

Community Safety

Where possible, we have implemented self-isolation guidelines in order to keep our team members safe. For those who have to leave their homes for work purposes, we have put in place protective measures including self-distancing policies, hand sanitizer and increased hygienic practices.

The health and safety of our customers is equally important to us and we have a number of processes in place for your protection. These including wiping down shoes prior to sending them and working with delivery partners who have contactless delivery capability for everyone's protection.

 

FAQs

Why haven't I received my order confirmation email?

 

Please check your spam, junk or promotional folders before getting in touch. These emails are automatically sent out when the order is placed online but sometimes ends up in the wrong place!

I haven't received my shipping details - is there a problem?

 

You will receive your shipping details when the order is scanned by our courier. Sometimes this can take a few days due to high demand. If you haven't received tracking details within 5 days of placing your order, first check your junk folder and then reach out to Customer Service if the email is not there.

I only received part of my order - where is the rest?

 

Sometimes we have to ship orders from multiple locations and send two or three parcel instead of one. You should receive shipping details for every package, however, if this doesn't happen we recommend waiting 1 or 2 business days after receiving your first package before reaching out to Customer Service with your enquiry.

My shoes aren't quite right - can I return them?

 

Yes! You can return your shoes in-store or, if there is no open store near you, via our online returns portal here.

Can I exchange my online order?

 

Yes you can! You will need to return your shoes via our easy-to-use returns portal. Make sure you fill out the returns slip provided, indicating that you wish to exchange your item rather than refund it. We will then send your replacement out, free of charge.

How can I contact Customer Service?

 

You can contact our Customer Service team via LiveChat or by emailing us at support@wittner.com.au At the moment we are experiencing a delay in response times and may take 5 to 7 business days to respond. We thank you for your patience.

I haven't heard back from Customer Service - what should I do?

 

If you sent your enquiry more than 5 days ago then we encourage you to follow up in case it has been missed. Alternatively, you may find the answer to your question in our FAQs.