FAQ
Save the trouble of a phone call or email and take a look at our most frequently asked questions below!
HOW DO I MAKE SURE I AM PURCHASING THE CORRECT SIZE ONLINE?
We understand that shopping online is completely different to an in-store experience. That’s why we have included a printable Size Guide to use during your online shopping to assist you in purchasing the correct shoe size.
Featured on the Size Guide is additional information on how to correctly size your foot, size conversions from EU to AU, and how to measure your foot in the comfort of your own home.
Since the Arcopedico brand was born in Portugal, a large range of our shoes are stocked in EU sizing. Please refer to the conversion chart included on the Size Guide to ensure you are purchasing your correct size.
Our handy Size Chart is located below the size options when viewing a shoe. Simply click, print, size, and buy!
If you need further help, or have any questions regarding sizing of Arcopedico shoes, our friendly Customer Care team are qualified fitting specialists committed to providing the best recommendation in size and style for your foot.
Please call our attentive Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message through our Live Chat feature.
PLACING AN ORDER ONLINE
MY SIZE IS NOT AVAILABLE IN THE SHOE I WANT, WHAT NOW?
We’re sorry you can’t find your size today. Unfortunately, Arcopedico shoes can sell out quickly and the stock availability on our website is a true representation of what is residing in our warehouse.
If the shoes you want are unavailable, contact your nearest stockist to check their individual stock levels.
If you have any questions regarding stock levels or need help finding a stockist, please contact our friendly Customer Care Team on 1300 762 288 (8am-4pm AWST) or send us a message through our Live Chat feature.
CAN I SHIP INTERNATIONALLY?
Yes! Please visit our Dispatch & Delivery page here for information regarding pricing and delivery terms.
If you require assistance when placing an international order, feel free to email our attentive Customer Care team at customercare@arcopedico.com or call 1300 762 288 (8am-4pm AWST).
Unfortunately, we cannot express post international orders.
HOW DO I USE MY PROMOTIONAL CODE?
We hope you’re loving your Arcopedico discount!
To use your promotional code, simply navigate to the top right corner and click on ‘Cart’. Type your promotional code in the ‘Promo Code’ box located on the left and click ‘Apply’.
Your discount should be reflected in the ‘TOTAL’ amount shown.
If your promotional code is not working or you need any further assistance, please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or send an email at customercare@arcopedico.com.
WHAT PAYMENT METHODS CAN I USE?
Please look below for the following accepted payment methods:
- Mastercard
- Visa
- American Express
- Afterpay
- PayPal
If you are having trouble purchasing your order using one of these methods, please contact our Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message via our Live Chat feature.
I AM HAVING TROUBLE LOGGING INTO MY CUSTOMER CLUB ACCOUNT, WHAT NOW?
If you are a returning Club member, please enter your email address and password in the required fields and click ‘Sign in’. If you have forgotten your password, don’t worry! Simply click the ‘Forgotten your password?’ button below and follow the prompts to reset your password.
If this is your first time purchasing Arcopedico shoes online and you would like to join the Customer Club, welcome! Simply click the ‘New Account’ button and follow the prompts to set up your Customer Club account.
If you are having any further difficulties in logging in or setting up your new account, please contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message through our Live Chat feature.
IS THERE A DIFFERENCE BETWEEN A GUEST CUSTOMER AND A REGISTERED CUSTOMER?
Yes! A registered customer is a member of our Customer Club. Club members receive VIP promotions and discounts, are the first to find out about sales and events, and new stock arrivals.
Guest customers are under no obligation to join our Customer Club; however, they will not receive notice of our great promotions, sales or new stock arrivals.
If you need assistance joining the Customer Club or navigation as a guest customer, please contact our attentive Customer Care team by emailing customercare@arcopedico.com or phone 1300 762 288 (8am-4pm AWST).
AFTER PLACING AN ORDER ONLINE
HOW LONG WILL IT TAKE FOR MY SHOES TO BE DELIVERED?
We hope you’re looking forward to your purchase from Arcopedico! The delivery time of your shoes is calculated after your shoe has been dispatched from our Perth warehouse and delivered by Australia Post.
Please be aware that during public holidays and promotional periods. that dispatch and delivery times may be delayed.
Delivery times may vary depending on what state you have ordered your purchase too. If you would like further information on delivery times, please visit our Delivery & Dispatch page.
HOW LONG DOES IT TAKE FOR MY SHOES TO BE DISPATCHED?
Here at Arcopedico we want you to receive your shoes in a timely fashion, so we aim for next day dispatch on all orders.
Please note, during promotional periods or public holidays the dispatch time may vary between two to three business days.
CAN I TRACK MY ORDER?
You sure can! After your Arcopedico purchase has been dispatched you will receive a tracking number via email. Enter this tracking number into the Australia Post website here to track the whereabouts of your order.
If you did not receive a tracking number or are having trouble locating your purchase, please contact our attentive Customer Care team on 1300 762 288 (8am-4pm AWST) or send us a message through our Live Chat feature.
RETURNING A PRODUCT YOU HAVE PURCHASED ONLINE
WHAT DO I DO IF MY PURCHASE IS FAULTY?
We’re sorry to hear that you’re Arcopedico purchase isn’t reflective of our strict quality and product standards. Here at Arcopedico, we’re passionate about providing the best in comfort footwear and each purchase goes through multiple points of quality control.
If you believe your purchase to be faulty, and it is within its one-year warranty, we urge you to send it back to our Repairs Team for assessment at 19 Howe St, Osborne Park WA 6017.
Before returning your faulty purchase, please contact our Customer Care team on 1300 762 288 (8am-4pm AWST) or email at customercare@arcopedico.com to arrange a Return Authorisation Number and free return label.
Once your shoe has arrived at our distribution centre, it will be carefully assessed by our Repairs Team and necessary action will be taken to resolve the issue in a timely and effective manner.
Unfortunately, without the shoe being assessed by our Repairs Team, staff are unable to provide a refund or exchange.
HOW DO I RETURN MY ORDER TO YOU?
For items purchased online, simply visit Exchange & Refund and follow the instructions for returns.
AM I ABLE TO RECEIVE A REFUND ON ALL PURCHASES, INCLUDING SALE ITEMS?
Yes! We offer exchanges, refunds and credits for online purchases that are returned within 30 days of delivery.
For more information, please refer to our Exchange & Refunds page.
WHAT IS THE WARRANTY ON ARCOPEDICO SHOES?
We offer a one-year warranty on all Arcopedico shoes. If in the unfortunate situation that you find a fault in your Arcopedico shoe and it is within its one-year warranty period, we encourage that you send your purchase in for an assessment by our Repairs Team.
Please refer to the above section ‘What Do I Do If My Purchase Is Faulty?’ for further information on how to return your order if there is a fault.