FAQ

Click & Collect

  • How does Click & Collect work?

    When viewing products online you will see a list of stores that are close to your current location, or, you can type in a postcode to refine the list further.
    To see store results by postcode, you can simply enter it into the Postcode field, click ‘Go’ and the list of nearest stores will be refreshed based on shortest distance to the postcode.  
    When you click on a store name a window will appear displaying the store name, address and map location. Product information such as the item name, item number, colour and available stock quantities for that store are automatically populated. If the item has more than one available colour, you can click on another swatch option to see updated stock availability at that store. If you wish to make a phone enquiry to that store to reserve a product, you can simply refer to the “Reserve a product” area where you can find the stores direct phone number.
    Alternatively if you wish to email the store, you can simply click on the “Email Store” button next to the store address.  This takes you directly to an email form, where the subject line is automatically filled in based on their selected product. You will be required fill in your name, email and enquiry, and then click the “Submit Enquiry” button.  Once your email has been sent, you will receive a confirmation.  A store member will review your email and contact you shortly after.

    To reserve a product, please contact the store directly to confirm your size is available and the period of time that this product can be put aside for you.

    Please note: All efforts have been made to ensure that the stock availability listed is accurate, however it cannot be guaranteed. This being the case, please ensure that you do telephone the store on the above number before making your journey, as per the product reservation procedure described above

     

Shipping & Delivery

  • Christmas Delivery (Aus Only)

    To ensure delivery before Christmas, please place your online orders before these cut-off dates:

    • Western Australia/Northern Territory/Far North Queensland – December 13
    • Queensland – December 15
    • Victoria/South Australia/Tasmania/New South Wales – December 18
  • What shipping types do you offer? How much are they?

    Mathers offers Standard shipping within Australia for a flat rate of $9. Free shipping within Australia is available on all purchases valued at $65 or over. Online customer have the option of upgrading to Priority shipping for an additional $14 flat rate on all orders.

    To ship to New Zealand, United Kingdom or United States, we offer a UPS Saver delivery rate which is calculated depending on total order size/weight and shipping destination. 

    All shipping prices are stated in Australian Dollars $AUD. 

  • Standard Delivery

    $9 flat rate shipping for all Australian orders.

    Standard delivery orders are shipped by Australia Post and will be received within 2-7 business days after shipping. Standard delivery may take longer in certain rural areas.

    A signature may be required on delivery, so please provide a delivery address where someone will be available to receive your goods. A work address is often a good option. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up.

    For more information visit: www.auspost.com.au/parcels-mail/delivery-areas.html

  • Free Shipping

    Free shipping offer is applied at checkout for purchases valued at $65 or over. Promotion can not be applied retroactively to historical orders or to orders that have been adjusted. Free delivery promotion is valid for Australian standard ground shipping within the Australian mainland and Tasmania. Orders will be received within 2-7 business days, however they may take longer in certain rural areas.

  • Express/Priority Delivery

    $14 flat rate express/priority shipping for all Australian orders.

    Priority shipping is calculated by weight at time of checkout. Priority delivery orders are shipped by Australia Post Express Post and will be generally be received the next business day after dispatch.  Dispatch will take 1-3 days to process.

    A signature may be required on delivery, so please provide a delivery address where someone will be available to receive your goods. A work address is often a good option. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up.

    Check if your postal code qualifies for express/priority delivery: www.auspost.com.au/parcels-mail/delivery-areas.html

  • How will my order be shipped?

    We have a network of couriers and postal services to get your order to you as quickly and securely as possible. Our main carriers are Australia Post eParcel for domestic deliveries and UPS for international deliveries. 

  • Where do you ship to?

    Mathers online delivers to delivers to Australia, Hong Kong, Malaysia, New Zealand, Singapore, South Africa, United Kingdom and USA. All prices are stated in Australian Dollars $AUD.

  • How can I track the status of my order?

    Once your order ships from our fulfilment centre, we will forward an email confirmation containing your shipment tracking number that you can follow your order through to delivery.

    The Australia Post tracking URL is http://auspost.com.au/track/. For New Zealand orders, you can track delivery with UPS at http://www.ups.com/WebTracking/track

  • Can you deliver to my work address?

    Absolutely! Please include the business name and specific building details (eg: Level number, unit number etc) in the delivery address of your order so the delivery driver can find you easily. A signature will still be required on delivery.

  • Do you deliver to PO Box addresses?

    Since we require a signature upon delivery, we cannot deliver to PO boxes. Please ensure that you provide a physical street address when completing your shipping details.

  • What does International Shipping include?

    We currently ship internationally to Hong Kong, Malaysia, New Zealand, Singapore, South Africa, United Kingdom and United States, but stay tuned as we add more countries.

    You will be responsible for the cost of any international shipping which will be added at the Shopping Cart and Checkout pages upon selection of any of any of the non-Australian shipping countries listed above. 

    To ship to these countries, we usually offer a UPS Saver delivery rate which is calculated according to total order size/weight and shipping destination and will generally be delivered within 2-7 days depending on destination country. Delivery time may vary for regional areas. 

    You will also be responsible for any customs duties, foreign taxes, currency conversion fees or other charges which may be incurred as a result of importing of the goods into an overseas country. Please note the prices on the online store and the carrier shipping costs DO NOT include these charges.

     

  • Do you ship internationally?

    Yes, Mathers Online now delivers to Australia, Hong Kong, Malaysia, New Zealand, Singapore, South Africa, United Kingdom and United States. Stay tuned for information on more countries we can deliver to.

    All prices are stated in Australian Dollars $AUD. 

  • What happens if my items get lost in transit?

    A.The first thing to do is contact the carrier your order was sent with and quote your tracking number that was sent to you in your shipment confirmation email. If the carrier cannot locate your items, we will lodge an enquiry on your behalf. 

    Please contact us if you have any queries regarding your delivery

  • What happens if an item is missing from my order?

    In the rare case that we have missed an item from your order, please contact us and we will arrange for a replacement delivered straight away.

  • What happens if I receive an incorrect item?

    If you receive an incorrect item on your order, please contact us immediately and we will organise for the correct item to be delivered to you. We will also arrange or reimburse for return postage of the incorrect item.

  • How can I contact Customer Service?

    Australian customers may call our Customer Service team on 1800 101 285 or email us at customerservice@colorado.com.au.

    International customers can reach us via email at intlcustomerservice@colorado.com.au

  • How to Order Online

    Adding items to your bag

    Browse through our Womens Shoes, Mens Shoes, Kids Shoes or Sale categories and click on a product image for more detailed information. There are size and/or colour options for most items. Select the size and colour you would like to order and click on the "Add To Bag" button. If a specific size or colour is currently out of stock, or has been sold out, you will not be able to add it to your basket. In this case a message confirming that the selected quantity is not available will be displayed in the description. To add more items to your bag, click the "Continue Shopping" button.

    Your shopping bag

    You can review the items in your shopping bag at any time by clicking the "View Bag" button at the top right of the page. To amend the order quantity: Change the number in the "QTY" box; and Select the "Update Order" button. To delete an item from your bag, click the red “X Remove From Bag” link underneath the item you wish to remove. If you have a promotional code, enter it at this time. If you’ve made any changes to your order, click the "update order" button to update your order before proceeding to the checkout. To continue, click the “Pay Securely Now” button at the bottom right.

    Your details

    Once you have selected the products in your shopping bag, our checkout will prompt you to enter your billing and delivery details. All fields marked with an asterisk (*) are mandatory. Please ensure that your email address and phone number are correct. Your contact and payment details are securely stored throughout the online purchasing process. You can read more about your privacy and online security here.

    Confirm & pay

    It is important that you confirm your order items and shipping address, then complete the payment details. Please check your order and payment details carefully. Review our online shopping Terms and Conditions and tick the box confirming that you have read and agree to them. Once you are satisfied with all of the information please select the "Confirm & Pay" button. When we receive your order, we will send you an email and tax invoice with your order details attached. Email us  if you have any questions or there are any problems with your order.

Returns & Exchanges

  • Do you offer returns or laybys?

    We will provide you with a refund, exchange or credit voucher where goods are faulty, wrongly described, different from the style shown or do not do what they are supposed to do.

    We will provide a refund or exchange if you simply change your mind or make a wrong decision, as long as the goods are unworn and returned within 14 days of purchase (or 14 days of receipt of the goods for online orders) in their original packaging or with original tags/labels attached. Your receipt or proof of purchase must be presented at the time of any refund or exchange. Any refunds will be given in the same way as you originally paid for the goods. EFTPOS and credit card refunds will be processed against the original cardholder details.

    No returns or exchanges for change of mind on sale items purchased during Mid-Season or End of Season sales.

    Gift cards are excluded from this policy.
    Laybys are only available in store.

  • Can I refund or exchange an item purchased online?

    Items purchased at Mathers online may be exchanged or refunded at Mathers retail stores under the above conditions. Find your nearest store online. Any refunds will be made in the same way as you originally paid and will be processed against the original credit cardholder details. 

    Please note that items for exchange are processed as a refund. Your online Tax Invoice must be presented at the time of refund or exchange. You will receive your Tax Invoice as your order confirmation email; this is different from the packing slip that is delivered with your ordered items. 

    We will provide a refund or exchange if you simply change your mind or make a wrong decision, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached.

    If you are unable to visit a Mathers retail store, simply follow the returns process outlined above in "How do I return an item without visiting a store?"

  • How do I return an item without visiting a store?

    Within Australia

    Returns Process via Australia Post

    1. Contact us via https://www.williamsshoes.com.au/Need-Help/Contact-Us/  to receive a return authorisation, which will provide free return shipping of the goods to our returns centre.
    2. Pack all items with your Tax Invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
    3. Affix the pre-addressed label to your package, making sure you cover or remove the original shipping label.
    4. Send the satchel/carton via Australia Post.
    Please allow up to 7-10 days for your return to be processed. All refunds will be provided via the original method of payment.

     

    Returns Process via Parcel Point

    1. We have recently partnered with ParcelPoint to offer you more convenience. Visit http://parcelpoint.com.au/mathers/return to start your return.
    1. Click ‘Book a Return’ and fill in the return and personal detail fields. You will need your original order ID to book in your return. It starts with PO followed by 9 digits. Make sure you use the complete order ID, e.g. PO501111111. You can find this number on your order confirmation email.
    2. Download and print your shipping label. Apply to your package once you have securely packed your items.
    3. Drop off your parcel to any store offering ParcelPoint Returns (only if a ParcelPoint selected return).

    Please allow up to 7-10 days for your return to be processed. All refunds will be provided via the original method of payment.

    International Orders

    1. Contact us at intlcustomerservice@mathers.com.au to receive a return authorisation. Costs to return the items to our returns centre will be borne by you (unless the items are deemed faulty or are not as ordered).
    2. Pack all items with your tax invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
    3. Affix the pre-addressed label to your package, making sure you cover or remove the original shipping label.
    4. Contact UPS to arrange for pick up of the satchel/carton as directed in the return authorisation. Please note UPS is the only courier authorised by us and we will not accept items returned by any other means.
    5. Returns for change of mind are not offered.
  • What happens to my return when it reaches Mathers?

    Once we receive your returned items, we will inspect and process your products as soon as possible. We will then send you an email confirming your refund.

    Refunds for credit card payments will be refunded to the credit card used to purchase your order. Please allow up to 14 business days for the refund to show in your account due to bank processing time. Cash refunds are not provided.

    In the unlikely event that you do not receive an email from us within 20 days of you posting your order back to us, please contact us and we will help you to find it. Please quote your tracking number for this parcel if available.

  • What is the process for refunds?

    If, for any reason you would like to return your product to us please follow the simple steps below:

    - Contact us to receive a return authorisation, which will provide free return shipping of the goods to our returns centre.

    - Pack all items with your Tax Invoice in a secure satchel/carton, or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.

    - Affix the pre-addressed label to your package, making sure you cover or remove the original shipping label.

    - Or Visit http://parcelpoint.com.au/mathers/return to start your return.

    - Australian Orders: Send the satchel/ carton via Australia Post or Parcel Point. Mathers online will then gladly cover the cost of shipping your new product via return Australia Post.

    - International Orders: Contact UPS to arrange for pick up of the satchel/carton as directed in the return authorisation. Please note UPS is the only courier authorised by us and we will not accept items returned by any other means.

  • How do I receive a return authorisation?

    Contact us and we’ll send a return authorisation to you via email or fax you a copy.

  • Do you pay for my return shipping?

    We will gladly pay for your return shipping costs. Additionally we will pay for the shipping for the new item to you.  Please note: Shipping for the original purchase will not be refunded unless the item is faulty.

  • What about sale return items?

    No refunds will be given for change of mind on clearance or Mid Season or End of Season sale items. If the item is faulty, normal refund conditions apply.

    We will happily exchange sale items purchased from Mathers online within 14 days. You may exchange these sale items by taking them to your nearest store, as long as the goods are unworn and returned within 14 days of receipt of the goods in their original packaging or with original tags/labels attached. Contact us if you are unable to visit a store.

  • Where do I ship my returns?

    Your return authorisation will require all contact details to ship your return back to us. Contact us to initiate your return. 

    Or Visit http://parcelpoint.com.au/mathers/return to start your return.

Online Ordering

  • How to Order Online

    Adding items to your bag

    Browse through our Womens Shoes, Mens Shoes, Kids Shoes or Sale categories and click on a product image for more detailed information. There are size and/or colour options for most items. Select the size and colour you would like to order and click on the "Add To Bag" button. If a specific size or colour is currently out of stock, or has been sold out, you will not be able to add it to your basket. In this case a message confirming that the selected quantity is not available will be displayed in the description. To add more items to your bag, click the "Continue Shopping" button.

    Your shopping bag

    You can review the items in your shopping bag at any time by clicking the "View Bag" button at the top right of the page. To amend the order quantity: Change the number in the "QTY" box; and Select the "Update Order" button. To delete an item from your bag, click the red “X Remove From Bag” link underneath the item you wish to remove. If you have a promotional code, enter it at this time. If you’ve made any changes to your order, click the "update order" button to update your order before proceeding to the checkout. To continue, click the “Pay Securely Now” button at the bottom right.

    Your details

    Once you have selected the products in your shopping bag, our checkout will prompt you to enter your billing and delivery details. All fields marked with an asterisk (*) are mandatory. Please ensure that your email address and phone number are correct. Your contact and payment details are securely stored throughout the online purchasing process. You can read more about your privacy and online security here.

    Confirm & pay

    It is important that you confirm your order items and shipping address, then complete the payment details. Please check your order and payment details carefully. Review our online shopping Terms and Conditions and tick the box confirming that you have read and agree to them. Once you are satisfied with all of the information please select the "Confirm & Pay" button. When we receive your order, we will send you an email and tax invoice with your order details attached. Email us if you have any questions or there are any problems with your order.