FAQs

Frequently Asked Questions

Can I visit your warehouse to try on shoes?
Our warehouse in Huntingdale VIC is open for visitors from 10:00am to 4:30pm on Monday to Friday (except public holidays). If you decide to come down, please give us a call so we can make sure the area is safe for you as we are an active warehouse.

I am confused about my sizing. Can you help?
Yes we can! You can either refer to our size chart, email us for help or you can call us on our phone number for advice. All shoes and shoe companies follow different sizing trends and have different sizes for shoe lasts. We try to follow the standards as closely as possible.

Can I exchange a shoe if it’s the wrong size?
Yes, within 14 days if it is the wrong size you are entitled to an exchange. The claim must be made within 14 days of purchase and product must be returned to us along with emailed tracking details. After that we are happy to exchange to the right size.

What is your 30 day comfort money-back guarantee?
For whatever reason, if the product you purchased is not up to your standard or is simply not comfortable, you are entitled to your money back within 30 days. To get a refund, you need to send us an email and also send the goods back to our warehouse.

What is your returns policy?
You can return or exchange within 30 days of purchase if the product is faulty or unsuitable for your feet. You are simply required to send us an email to begin the process and we will assist and ask you questions.

Generally for returns and exchanges, the buyer must pay for return postage and provide tracking details.

Are my payment details secure?
You can rest assured about the safety of your payment info. Your credit card information is not stored on our website and we use PayPal which uses state of the art online payment security processing and protocols.

How long does it take for my order to be delivered?
For Australians: In Melbourne & Sydney – Next day delivery (order placed before 3pm). QLD, SA, TAS is 2+ days delivery. Rural & WA is 3+ days delivery. NT is 7+ days. We ship via Couriers Please and Australia Post.

For NZ orders: 5-7 days.
For international orders: 5-10 days via Australia Post International

See the Shipping Section for more detailed info.

Where are you guys from?
We were founded and are based in Melbourne, Australia. We are 100% Australian owned and are committed to staying that way.

 

Terms and conditions

1. Introduction

This website (www.axignfootwear.com) is operated by Axign Pty Ltd. By accessing or using this website, you agree to the Terms of Use of our website as set out below.

The Terms of Use of the Axign Footwear website include these Terms and Conditions, the Privacy Policy and any other terms and conditions that appear in or are linked to the Axign Footwear website (Additional Terms and Conditions).

The Additional Terms and Conditions that appear on the Axign Footwear website will govern your use of, and access to, certain sections of the Axign Footwear Web Site where they appear. Since these Additional Terms and Conditions form part of the Terms of Use you are bound by them and should review them wherever they are relevant to you when using the Axign Footwear website.

2. Website content and access

While Axign Footwear endeavours to take reasonable care in preparing and maintaining the information on this website we do not warrant the accuracy, reliability, adequacy or completeness of any of the website content. You acknowledge and accept that the website content may include technical inaccuracies and typographical errors. The website content is subject to change at any time without notice and may not necessarily be up to date or accurate at the time you view it.

It is your responsibility to enquire with us directly to ensure the accuracy and currency of the material or information you seek to rely upon. To the extent permitted by law Axign Pty Ltd disclaims all liability for loss directly or indirectly arising from your use of or reliance on the website and the website content.

Axign Pty Ltd does not guarantee that access to the Axign Footwear website will be uninterrupted or that the website is free from viruses or anything else which may damage any computer which accesses the Axign Footwear website or any data on such a computer.

3. Limitation of liability

To the maximum extent permitted by law Axign Pty Ltd excludes completely all liability whatsoever for any loss or damage of any kind (including special, indirect or consequential loss and including loss of business profits) however caused (including negligence) arising out of or in connection with the website content and the use or performance of the Axign Footwear website.

Where the law implies a warranty into these Website Terms and Conditions which may not lawfully be excluded Axign Pty Ltd’s liability for breach of such a warranty shall be limited at its option, to any one or more of the following:

(a) in the case of goods, to any one it determines of the following: replacement of the goods or the supply of equivalent goods; repair of the goods; payment of the cost of replacing the goods or acquiring equivalent goods; or payment of the cost of having the goods repaired; and
(b) in the case of services, to either supplying the services again or payment of the cost of having the services supplied again.

4. Intellectual property

The materials displayed on this website, including without limitation all editorial materials, information, photographs, illustrations, artwork and other graphic materials, and brand names, logos and trade marks, are the property of Axign Pty Ltd or third parties and are protected by copyright, trade mark and other intellectual property laws. Any such content may be displayed and printed solely for your personal, non-commercial use within your organisation only provided that any copyright notice on such a display or page is not removed. You agree not to reproduce, retransmit, distribute, disseminate, sell, publish, broadcast or circulate any such material to any third party without the express prior written consent of Axign Pty Ltd.

Save for the above, and unless expressly granted, Axign Pty Ltd does not grant any licence or right in, or assign all or part of, its intellectual property rights in the content or applications incorporated into the Axign Pro Shop website or in the user interface of the Axign Footwearwebsite.

5. Submissions

Any material you send to us on or via the Axign Pro Shop website will be deemed to be non-confidential and non-proprietary. This includes any data, questions, comments, suggestions, ideas or other information. We will be entitled to use such material for any purpose without compensation to you.

6. Third party websites

The Axign Footwear Website may contain links to other websites operated, controlled or produced by third parties. Unless otherwise indicated, Axign Pty Ltd does not control, endorse, sponsor or approve any such third party websites or their content nor does Axign Pty Ltd provide any warranty or take any responsibility whatsoever for any aspect of those websites or their content.

7. Links to the website

If you wish to establish a link to this website, you must first seek approval from Axign Pty Ltd. To seek approval, please email help@axignfootwear.com.

The following information will be required to assess your request:

  • the URL of the website that you seek to establish a link from
  • a brief description of your website
  • the reason that you wish to establish a link.

If Axign agrees to your proposed link, you must comply with any terms and conditions imposed by Axign as a condition of such agreement. If the nature and/or content of your website changes in any significant way, you must contact Axign and provide a new description of your website.

8. Interference with website

You must not attempt to change, add to, remove, deface, hack or otherwise interfere with this website or any material or content displayed on the Axign Footwear website.

9. Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws and legislation of the State of Victoria, Australia and the Commonwealth Government of Australia. In the event that a dispute arises from these Website Terms and Conditions, you agree to submit to the non-exclusive jurisdiction of the courts of Victoria, Australia and the Commonwealth of Australia.

Shipping

We use the services of various carriers to deliver your products anywhere in Australia and the rest of the world. All of our orders are dispatched from our warehouse in Melbourne, Australia.

Free Shipping in Australia

Our policy for Free Shipping in Australia is all orders over $60 is free.
For Wholesale Customers, Free Shipping is applied for orders 8 pairs and over.

Courier Services – Australia

We use various courier services to deliver orders around Australia. We select the courier based on the ‘best path’ of delivery. This means the best and quickest courier is selected for your delivery, depending on the strength of the courier companies’ network in your area. We use Couriers Please & Australia Post.

The estimated delivery time is usually 1- 2 days for most capital cities and major metropolitan regions. For outer suburban and regional areas, the delivery time is 2+ days but no longer than 7 days. All of our courier partners provide tracking on orders.

To track your orders, please follow the relevant links:
https://www.couriersplease.com.au/tools/track
https://auspost.com.au/parcels-mail/track.html

International Shipping (Australia Post)

 

The Australia Post International Courier service provides expedited deliveries to the majority of areas covered in the Australia Post worldwide network. We deliver to over 200 countries worldwide. We have secured the cheapest possible rates for international shipping and all international orders are priority customs cleared and trackable. We calculate shipping automatically based on size and weight.

To check if your country is covered, please check http://auspost.com.au/parcels-mail/international-zones.html

(Excluded from international orders are: Malaysia, Taiwan & India. Our products are available locally through our local distributors there.)

Track your international order here:

Shipping Terms and Conditions:

  • All shipping fees listed are non-negotiable and non-refundable.
  • All delivery times are given as a guide only and are in no way guaranteed by Axign Footwear or the carrier.
  • Any failed deliveries due to inaccurate or incomplete shipping details provided by the buyer or unavailability of the receiver will incur a $25.00 re-delivery fee.
  • Once an item has been shipped, it is the buyer’s responsibility to liaise with the shipping carrier in relation to the delivery of their parcel.
  • Once a parcel is accepted and signed for, it will be deemed to be delivered and will no longer be available to claimed under transit insurance.
  • If a parcel is damaged in transit, the receiver must reject the delivery and advise us and the shipping carrier immediately. We will process the replacement.
  • If a parcel is lost in transit, the buyer must open an investigation with the shipping carrier. We will only arrange replacement of the order once the investigation has been completed and providing the buyer selected transit insurance at the time of the initial purchase.

Privacy

This privacy policy sets out how Axign uses and protects any information that you give when you use this website. We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:
– name
– contact information including email address
– demographic information such as postcode, preferences and interests
– subscription preferences

For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
-Internal record keeping.
-We may use the information to improve our products and services.
-We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
-From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:
-whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
-if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at store@axignfootwear.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Privacy Act 1988.If you would like a copy of the information held on you please write to 1/68 Fenton Street Huntingdale VIC 3166 Australia or email store@axignfootwear.com.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.

COOKIE name COOKIE Description
CART The association with your shopping cart.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
COMPARE The items that you have in the Compare Products list.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
POLL The ID of any polls you have recently voted in.
POLLN Information on what polls you have voted on.
RECENTLYCOMPARED The items that you have recently compared.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS The products that you have recently viewed.
WISHLIST An encrypted list of products added to your Wishlist.
WISHLIST_CNT The number of items in your Wishlist.

 

This site also uses Google Analytics for uage data collection. For the list of cookies collected with Google Analytics, please visithttps://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage for more infomation.

Payment & Security

Security

Every transaction on the Axign Footwear store is protected by SSL or Secure Sockets Layer protocol (SSL). SSL is essentially a protocol that provides a secure channel between two machines operating over the Internet or an internal network. This essentially protects your sensitive information and transactions. SSL protocols encrypt all data and transactions between your computer and the recipient, providing confidence and security when making your purchase.


This website is secured by Comodo SSL

 

 

Credit or Debit Card


Visa, Mastercard, American Express and Discover are accepted through PayPal, the world’s leading online payment gateway system. You do not need a Paypal account to pay securely by credit card. The PayPal gateway is highly secure. They use industry-leading technology (such as SSL) to keep your information safe. PayPal automatically encrypts your confidential information in transit from your computer using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Before you even register or log in to the PayPal site, the server checks that you’re using an approved browser – one that uses SSL 3.0 or higher. Once your information reaches the PayPal site, it resides on a server that is heavily guarded both physically and electronically. PayPal servers sit behind an electronic firewall and are not directly connected to the internet, so your private information is available only to authorized computers.

 

PayPal

Secured by PayPal

PayPal is a convenient way to pay online – because you don’t have to re-enter financial information each time you buy. Pay from your PayPal account (which is free to set up) which PayPal then ‘refills’ by drawing on your credit card, debit card or bank account. The SSL server interacts securely with PayPal to ensure that your private information is kept confidential and not shared at any time. To learn more about PayPal or set up an account just visit www.paypal.com.

PayPal’s Buyer Protection Policy helps you in the unlikely event you have a problem with an eligible purchase. If an item doesn’t arrive or match the seller’s description, they will help you recover the full purchase price, including shipping costs (up to $20,000).

We accept payment only from verified PayPal account with confirmed address. We understand that a confirmed address is not possible for certain countries; therefore we may still process your order with unverified addresses, depending on the outcome of our internal verification process. If required, we may request for supporting documents, i.e utility bill showing your shipping address.

In order to have your order processed and delivered quickly, verify your account now – https://www.paypal.com/cgi-bin/webscr?cmd=p/acc/seal-CA-unconfirmed-outside