Customer Support

Going overseas soon? Got a race coming up? If you need to change out your item quickly, we can help with a Rapid Exchange.

How it works

• Check that the item you want to return is eligible. See our full list of exceptions in our terms and conditions below.
• Order the new item you want from our web store as you would normally, and we'll have it dispatched in 1 business day.
  (pssst! You can use the code FREEXPRS200 for free express shipping on orders over $200. Australian addresses only).
• Fill out our return request.
• Once you've filled out the form, we'll aim to get back to you within 2 business days with the information you need to send your item back to us, including a prepaid return label.
• You can then send your item back to us. Once we receive your item, we'll issue a full refund.

This is perfect for situations where you're heading off on an adventure and need your exchange ASAP. With Rapid Exchange, you can get your new item right away and have some flexibility in returning the original. Just be sure to send it back within 14 days of receiving your return label. If you need extra time, reach out to us at returns@wildfiresports.com.au before placing your Rapid Exchange order.

If you don't want to pay for your exchange upfront like we do with Rapid Exchanges, we can hold your new item while we wait for your old item to come back to us. Once we receive your old item, we'll send the new item out to you.

How it works

• Check that the item you want to return is eligible. See our full list of exceptions in our terms and conditions below.
• Check that the item you want to exchange to is in stock on our site, so that we can set it aside for you.
• Fill out our return request.
• Once you've filled out the form, we'll aim to get back to you within 2 business days with the information you need to send your item back to us, including a prepaid return label.
• You can then send your item back to us. Once we receive your item, we'll send out your exchange item within 48 hours.

Maybe you're waiting for your size to come back in stock, or you want to try again in a few months. We can issue a store credit that you can use on our website, or in our store in Milton.

How it works

• Check that the item you want to return is eligible. See our full list of exceptions in our terms and conditions below.
• Fill out our return request.
• Once you've filled out the form, we'll aim to get back to you within 2 business days with the information you need to send your item back to us, including a prepaid return label.
• You can then send your item back to us. Once we receive it, we'll issue a store credit to your account.

You can login to your account here with the email address you used to make your order. If you didn't set a password, you can set one with the reset password function.

Please note that store credit can be used for up to three years after it has been issued.

Maybe your plans changed, or those shoes were just never going to work. We can process a refund back to the method you used to pay for your order.

How it works

• Check that the item you want to return is eligible. See our full list of exceptions in our terms and conditions below.
• Fill out our return request.
• Once you've filled out the form, we'll aim to get back to you within 2 business days with the information you need to send your item back to us, including a prepaid return label.
• You can then send your item back to us. Once we receive it, we'll issue a refund back to the payment method for your order.

Please note to cover bank fees, return shipping, restocking your item, a $19.95 admin fee will be subtracted against the refund. This does not apply if you exchange the product, or request a store credit. There is also no admin fee if you return your item in person to our Brisbane store.

• Shoes that have been worn outside, or on a marking surface. Please try on your shoes inside first to check they fit.
• Apparel that has been worn, even for a short period. Excludes try-ons.
• Electronics that have been turned on. This is due to privacy concerns and warranty continuity.
• In-ear headphones, undergarments, and masks once packaging has been opened. This is for hygiene reasons.
• All food and nutrition items. This is due to food safety requirements.
• Climbing / safety gear of ANY kind. This is for safety reasons.
• Hydration products that have been filled with water. This is for sanitary reasons.
• Books. Unless misprinted.
• Custom or bulk orders.
• Free items, Gifts, or Gift vouchers.
• Any items that are otherwise not in their pre sale condition.

• We can't refund any shipping fees, whether for sending your order to you or returning it to us. Please use the return labels we provide, as we’re unable to reimburse costs for returns sent using your own shipping method.
• Fees paid to third parties, such as import/customs fees.
• Service fees, such as the Try 2 Anything upgrade.
• Items that have already been exchanged are not eligible for a change of mind refund, and may only be returned for store credit, or a different item.

• Free return shipping only applies if sent from Australia or New Zealand. Customers looking to return items outside Australia or New Zealand must do so at their own cost.
• Products being returned to us need to be securely packaged to protect them during transit.
• We need the product's original packaging (ie, shoeboxes, or any other branded casing) back intact. Please don't mark or tape the packaging. If you apply tape to the product packaging or apply the return label on it directly, you will make us very sad.
• If the packaging has been damaged in any of the above ways, we may have to charge a $10 relabeling fee, or we may not be able to accept the return at all. We understand that packaging may be damaged during shipping, but this won't apply if the damage occurs before it reaches you, or while it's being sent back to us. If you've got concerns about this, you can send us a picture of the packaging before you send it back.

If you worried about getting the right size, you can also use our Try 2 Anything Upgrade to try multiple items at once, and then easily return the ones that don't suit you.

We also curate our own size guides informed by measurements from our brands, and measurements we take ourselves. Click the "Size Guide" button on a product page to take a look.

If you're looking for some more advice on sizing, take a look at the right shoe project for some wisdom. You can also contact us any time.

Our physical store is located in Brisbane. To view our open hours, click here. Items returned to our store are not subject to any admin fees. Please also make sure to bring a copy of your invoice/receipt.

Refunds must be issued back to the same method used to pay for the item. We can only refund via EFTPOS if it is to the card that made the original payment. Online payment methods such as Apple / Google Pay, and PayPal may take additional time for our team to process.

If you purchased in-store with an AfterPay card, please follow these instructions so we can process your refund.

If you're feeling stuck or confused, we're always happy to walk you through any questions you may have. Send us an email at returns@wildfiresports.com.au, or call us on 07 3339 1433.

Oh no! If there's a mistake with your order, please submit an enquiry right away. We'll aim to get you sorted out as quickly as possible.

Please provide clear pictures of your invoice, your order's packaging, and the items you did receive, along with their barcodes and/or sizing labels, so we can work out what went wrong.

We aim to process our orders within hours of receiving them. If you need to cancel or change your order, please contact us at enquiries@wildfiresports.com.au as soon as possible. If your order hasn’t shipped yet, we’ll do our best to intercept it for you. Once dispatched, cancellations may not be possible, but we can still arrange a return in line with our returns policies.

This will usually happen because a package was left unclaimed, or had an incorrect address. Contact us at returns@wildfiresports.com.au so we can take a look into it. After that, we can arrange to resend it to you for $9.95, or arrange a refund less a $19.95 admin fee.

At Wildfire Sports, we guarantee that all nutrition products will arrive with at least 2 months remaining until their expiry date.

If you receive a product with less than 2 months before expiry, please submit an enquiry with us

• A clear photo of the product's expiry date
• Your order number

We’ll issue a full refund, and the product is yours to keep. You can read more about our Nutrition Guarantee here.

Our physical store is located in Brisbane. To view our open hours, click here. Items returned to our store are not subject to any admin fees. Please also make sure to bring a copy of your invoice/receipt.

Refunds must be issued back to the same method used to pay for the item. We can only refund via EFTPOS if it is to the card that made the original payment. Online payment methods such as Apple / Google Pay, and PayPal may take additional time for our team to process.

If you purchased in-store with an AfterPay card, please follow these instructions so we can process your refund.

If you're feeling stuck or confused, we're always happy to walk you through any questions you may have. Send us an email at returns@wildfiresports.com.au, or call us on 07 3339 1433.

Unfortunately not. Everybody's feet are built differently, and not every brand and model will fit the same for everyone.

If you haven't worn the shoes outside yet, then great news - you may qualify for a return! If you have worn the shoes outside and they are no longer in resaleable condition, then unfortunately there may not be much we can do. But if you feel there is a case to be made, you can still reach out by submitting an enquiry.

Our physical store is located in Brisbane. To view our open hours, click here. Please make sure to bring a copy of your invoice/receipt.

Faulty items are assessed on a case-by-case basis. If your product was faulty out of the box/packaging, we are happy to provide a refund or replacement on the spot.

Any other warranties will need to be left in-store with our staff in order to process a warranty claim. Our friendly Floor staff will take down your details and our Returns team will be in touch within 1-3 business days.

If you're feeling stuck or confused, we're always happy to walk you through any questions you may have. Send us an email at returns@wildfiresports.com.au, or call us on 07 3339 1433.