Dispatch & Delivery FAQs
How long will my order take to arrive?
How long does dispatch take?
- Up to 3 business days for both Australia and New Zealand.
How long does standard delivery take?
- Australia: up to 4–5 business days
- New Zealand: up to 5–10 business days
How long does express delivery take?
- Australia: up to 2–3 business days
- New Zealand: up to 4–7 business days
Why is my order taking longer than usual?
During peak sales periods, dispatch from our warehouse may take up to 5 business days.
How can I track my order?
You can track the status of your order from your S/PLUS account. If you don’t have an S/PLUS account, you can sign up here.Additionally, once your order is shipped, you will receive an email confirmation with your tracking details.
What are the shipping fees?
FREE standard delivery for all S/PLUS members
Standard shipping: 3-6 days - free for S/PLUS members
Express shipping: 1-2 days - $10
What is the difference between dispatch and delivery time?
Dispatch is the time needed for our warehouse to process your order for shipment. Delivery is the period the courier takes to deliver your parcel after it has been dispatched from our warehouse.
Whilst we aim to dispatch all orders within the displayed timeframes, delays can occasionally occur due to high order volumes, warehouse processing requirements, or courier network disruptions.
Do you ship to New Zealand?
Yes, we do ship to New-Zealand! Please visit salomon.co.nz or select New-Zealand in the country selector down that page.
All orders from salomon.co.nz are shipped from Melbourne, VIC, Australia and all of our prices include GST.
As of the 1st of December 2019, for orders over to 1,000 NZD, a duty will need to be paid. You will require a customs client code that identifies individual importers and exporters and cannot be cleared at destination without this. You must apply to get a personal client code from customs in order to clear their goods. Applications can be made via email attaching the relevant form.
Please find out more here:https://www.customs.govt.nz/personal/duty-and-gst/faqs/
My order is showing as ‘unfulfilled’. What does this mean?
The ‘unfulfilled’ status means that your order is still being prepared by our team and has not yet left our warehouse. Once your order has been dispatched, you will receive an email with tracking details, and your order status will change to ‘fulfilled’.
Why does my tracking show “Label created” or “Shipping Information Received”?
If your tracking shows "Label created" or "Shipping Information Received", it means your order has reached the final stages at our warehouse and is being prepared for dispatch.
Once your parcel has been collected by our courier, tracking updates will begin to appear and delivery updates will be visible. Please allow some time for the tracking information to update.
Does Salomon ship to PO Boxes?
Yes. We ship to post office boxes.
Can I change my shipping address after my order has been placed?
Please contact our customer service team here as soon as possible if you need to update your shipping address.
Please note that changes can only be made within a limited timeframe, and once your order has entered warehouse processing, we may no longer be able to amend the delivery details.
Contact our team via live chat or call 1800 271 106
Do you deliver to PO Boxes or Parcel Lockers?
Yes, we deliver to PO boxes.
What should I do if my parcel says delivered but I cannot find it?
Check around your property, including any safe places where the parcel may have been left, and check with household members or neighbours who may have accepted the delivery on your behalf.
If you're still unable to locate your parcel, please contact our team and we can raise an investigation with our courier to help determine its whereabouts.
Ordering FAQs
Why is my promotional code not working?
Please check that that the items in your cart are eligible for the discount and that it has not expired.If you're still experiencing issues, please contact our team via live chat and we'll be happy to assist.
Can I cancel or change my order once it has been placed?
We begin processing orders immediately and are not usually able to make changes after the order is placed. If you do need to cancel or change an order, please contact our customer service. We’ll do our best to catch it before it goes out! *Excluding outlet items
I didn’t receive an email confirmation, is my order confirmed?
Please check your junk, spam and promotionsemailfolders, as confirmation emails can sometimes be redirected. You can also log into your S/PLUSaccount to check your order. If you still can'tlocate your order confirmation, please contact us and we'll be happy to verify your order details for you.
I only received some items from my order, is the rest coming separately?
Orders containing multiple items can sometimes be split into separate shipments.Please contactour customer service team for an update on your order.
Can my Click & Collect be changed to delivery or another store?
Click & Collect orders cannot be changed to another store or to delivery once the order has been placed.
If you wish to change the collection point or delivery method, please reach out to our customer service team via live chat or the store directly to cancel your order.
Can I authorise for someone else to collect my click & collect order?
Reach out to our team here to confirm their details with us. Once confirmed, ensure the authorised person brings their photo ID and order confirmation email when collecting the order.
The item is unavailable for delivery. Can you get it shipped from a retail store?
Unfortunately, we are unable to deliver from our retail stores at this stage.
Can I change my shipping address after my order has been placed?
Unfortunately, the shipping address cannot be changed after the order has been placed. You can try to reach out to our customer service but most likely you will have to return the product(s) once received.
Returns FAQs
Return Shipping Costs
FREE standard delivery for all S/PLUS members.
Standard shipping: 3-6 days - free for S/PLUS members
Express shipping: 1-2 days - $10
Exclusions
Any discounted products from the Outlet collection will not be eligible for change of mind returns, including incorrect sizing ordered.
Change of mind return examples
Size, Colour, Style.
Original Shipping Costs
If original shipping costs were charged on a returned order, these will not be eligible for a refund
Exchanges
Direct online exchanges are not accepted. Customers who wish to exchange a product should return their purchase for a refund and then place a new order separately.
Return Timeframe
Items purchased atsalomon.com.aumay be returned within 30 days of the original purchase date. Once your returned has arrived back to our warehouse, please allow up to 1 week for it to be processed. Refunds will take up to 5 business days for it to be reflected in your account.
Condition of Returned Items
Items must be in new condition and returned in their original packaging, with tags attached.
Footwear Returns
When returning footwear, customers should avoid attaching postage labels directly onto the shoe box.
Winter sports returns
All customers are responsible for the return shipping costs of Winter Hardgoods, unless there has been a mistake with the order.
Returns for Items Purchased Elsewhere
Items purchased from places other thansalomon.com.aushould be returned to the original place of purchase.
Refund Method
Refunds are issued in the same form as the original payment.
Please note that these policies apply to purchases made at salomon.com.au. For items purchased elsewhere, customers should follow the return policies of the original place of purchase.
Warranty FAQs
How do I submit a warranty claim?
If your item was purchased through Salomon Australia / New Zealand directly, you can submit a warranty claim here and one of our team members will be in touch within 1-3 business days.
How do warranty claims work for items bought from another retailer?
If your item was purchased through an authorised Salomon retailer, you will need to contact them directly to process your warranty claim.
I purchased my item overseas. How can I do a warranty claim?
If your item was purchased through Salomon internationally, we will be able to process your claim locally. Please submit your warranty claim here.
If you item was purchased through an authorised retailer overseas, you will need to contact the retailer for further instruction on how to process your warranty claim.
Manufacturing defect vs wear and tear?
If your Hydrapak item is faulty, please submit a claim through here.
What warranty period comes with my item?
The warranty period begins on the original date of purchase and varies depending on the type of product.
- Three (3) years for winter sports outerwear
- Two (2) years for all other products.
My Hydrapak item is faulty, how do I claim warranty on this?
If your Hydrapak item is faulty, please submit a claim through here.
S/PLUS FAQs
What is S/PLUS
S/PLUS is our membership program that gives you exclusive access to events and products. You will also receive first access to our newest products and offers.
S/PLUS members receive free standard shipping and returns* as well as 10% off your first purchase. You will also receive a Birthday Reward when you add your date of birth.
*Excluding Sale Items, Winter Hardgoods and Intersections products
Join our S/PLUS membership here or by visiting one of our stores.
Is S/PLUS free?
Yes, our S/Plus membership is 100% free, quick and easy to join. You can sign up here or by visiting one of our stores.
I’m trying to sign up but it’s not accepting my mobile number?
Proceed to sign up without your mobile number as it is not a required field. You can add your mobile number in once your account has been created if you wish to receive notifications via text.
I forgot my password, how can I reset it?
To reset your S/PLUS account password, please click here.
Product Support FAQs
Can I get replacement parts for products I bought from an authorised retailer (Quicklaces, Ski & Snow parts etc)
Quicklaces are sold online and can be sent out via our warranty team if the product was purchased through Salomon directly. All other spare parts including ski and snow parts, should be dealt with by authorised retailer.
I’m looking for an item that isn’t on the website, can you order it in?
We are unable to special order or source products that are not currently available on our website. If an item is not listed online, it may be out of stock, discontinued, or unavailable in our region.
I can see you have the item I want on the website, but I can’t buy them. How can I purchase these?
Not all products displayed on the Salomon website are available for purchase directly through Salomon. Some items may be shown as part of our product catalogue only and are sold through our authorised retailers.
How can I leave feedback for an item I purchased?
You can leave feedback by heading to the product page and scrolling down to the review section. You will require an email address for verification to leave a review.