FAQs

FIT & SIZING

Our expert fitting service is free of charge and available to all customers during our standard trading ours.

Monday – Friday 10am – 6pm,
Saturday 9am – 5pm and Sunday 11am – 4pm.

We are closed all public holidays.

You can book a one-on-one Virtual Fitting with an expert Active Feet team member here

Yes, our sizes are in US.

US sizes are standard for athletic footwear and will be the same as AU.

Please see size charts for full conversions.

Ecco shoes are in EU sizing. Archies are unisex sizing.

We stock our shoes in a range of widths to cater to a wide and varied range of customers.

For Men a D width is standard, 2E is wide and 4E is extra wide.

For Women a B is a standard width, D will be wide fit and 2E extra wide and a 2A is a narrow width.

Neutral, Moderate and Motion Control are the levels of support we categorise our footwear offerings by.

Within these groupings there are a myriad of features that differentiate each shoe and make them unique – but this is how we begin to break down the range to work out which shoe will best meet your needs.

Neutral shoes are essentially made for people who have a neutral foot type. This means that during the gait cycle there is not any excessive rolling in (overpronation) or rolling out (supination) and the Achilles tendon remains relatively straight and aligned as you move forward.

A neutral shoe has limited stabilising features and allows the foot to flex and move without extra guidance. This type of shoe is also suitable for 'supinators' who tend to put more pressure through the outside of their foot whilst walking or running.

Moderate supportive shoes are developed for people who tend pronate or 'roll in' past the point of neutral. These shoes are designed with extra stability through the midsole specifically where your arch sits that encourages the foot to remain in a neutral position

Motion control shoes are designed for people who are severe over-pronators, meaning the feet tend to roll inwards excessively during the gait cycle. These shoes are often heavier and provide maximum support through the arch and rear-foot to encourage a more neutral alignment.

Delivery & Pick Up

Yes! We offer contact free click and collect from each of our four stores Camberwell, Heathmont, Prahran & Sandringham.

Please select the store you wish to collect your order from at the CART page.

Ensure you have selected Collect In-Store as your shipping method and NOT free shipping.

Your chosen store will call you when your order is ready to collect. This can take up to a few days, if the item you have selected is not in stock at your chosen store and requires transfer.

We shall always endeavour to fulfil your order as quickly as possible!

Active Feet delivers Australia wide, we currently do NOT accept international orders.

Active Feet offers FREE STANDARD SHIPPING on all orders over $150.

No matter your location in Australia or how many pairs you decide to purchase from us, delivery is FREE with orders over $150.

All orders below $150 at a standard shipping fee of $7.95

Active Feet aims to deliver your order within 1-3 business days almost anywhere in Australia*. active feet delivers products Australia wide using Australia Post.

Delivery times are estimated between 2-5 days from the date of dispatch, depending on your location:
2-3 business days – VIC
2-4 business days – NSW / ACT /SA
2-3 business days – QLD / TAS
2-5 business days – WA / NT
*Please allow additional 1-2 business days on top of the above allocated times for regional areas.

During Sale periods and high volume periods delivery times may vary due to a high volume of orders. 

All of our orders are sent by our store teams in Melbourne.

Active Feet offers you the SAME DAY DISPATCH for ALL orders placed before 2PM, however this is dependent on stock availability.

There are often instances where a product you have ordered is not in stock therefore the same day dispatch cannot be met, however you will be notified and we will endeavour to have your order dispatched in a timely manner.

All dispatch times exclude weekends as active feet online operates Monday to Friday from 10am to 5pm.

If you have a query about the dispatch or shipping of your item, please call 03 9882 6266.

Online Order Support

We are here to help you! You can reach us on the live chat, phone, email, facebook or instagram.

Monday to Friday between 10am - 5pm the best number to call is 03 9882 6266 or email online@activefeet.com.au

Please include your order number, full name and best contact number in addition to your order query so that we may assist you as quickly as possible.

During weekends please contact your local store, the live chat or email online@activefeet.com.au and a message will be passed on to our online team to be actioned first thing.

Returns & Exchanges

If you’re not 100% satisfied with your new shoes you can return or exchange them within 30 Calendar days. Simply send them back or, better still, return them to any one of our four stores in Melbourne and receive a FREE biomechanic GAIT analysis from one of our Podiatry trained team members.

active feet have a 30 day satisfaction guarantee for all online purchases, provided the returns are unworn, in the state you received them, and in the original packaging and were not marked as FINAL SALE* in the individual product description. 

You can return your purchase up to 30 days from date of dispatchProducts must be unworn, in the condition that you received them and in the original box and/or packaging

Or

Return to any one of our four stores with proof of purchase

*Products listed as FINAL SALE cannot be returned or exchanged unless faulty. 

To return or exchange, simply:
1. Pack up your unworn shoes into its original shoe box
2. Place the shoe box with the unworn shoes into another satchel or postage box
3. Place the completed returns and exchanges form inside of the package
4. Clearly label the package with the below address

ACTIVE FEET RETURNS
161 Camberwell Road
Hawthorn East, VIC 3123

ONLINE RETURNS AND EXCHANGES FORM

For assistance or product information, call 03 9882 6266 (Mon-Fri  10am to 5pm EST time) 

Yes you can! You are welcome to return your shoes to any of our four Melbourne stores; Camberwell, Heathmont, Prahran & Sandringham.

To return or exchange, simply:
1. Pack up your unworn shoes into its original shoe box
2. Visit your local Active Feet store to complete a return or exchange or your purchase.

If you wish to exchange an item for a different size or style you may do so, this is subject to availability of course*. Simply return your unwanted shoes to us unworn, in its original condition including original shoe box within 30 working days from the date of dispatch together with a completed copy of the online returns and exchanges form posted with your original package.

Please contact us directly on 03 9882 6266 (Mon-Fri 10am to 5pm EST time) or email us at online@activefeet.com.au prior to returning your goods for exchange or return.
Exchange requests will only be dispatched when the goods have been returned in good order.

*Excluding all products listed as FINAL SALE in the individual product description. These products cannot be returned for refund or exchange unless faulty. 

Yes, at this time we are unable to offer a free returns service.

You are however welcome to return your shoes in person to our stores to save on shipping OR if you have any questions regarding fit or size please do not hesitate to contact us.

Active Feet work with over 300 referring healthcare practitioners. Together, we ensure you are receiving the best possible treatment and care.

Search our Referrer Database HERE and find a local healthcare professional in your area.

You can enjoy a 10% discount on your first pair of Active Feet shoes when you visit us with a referral from an Active Feet referrer!

Coupon Codes

Coupon codes are valid in full priced adult shoes only.

You can only use one code per transaction and they are entered at the checkout.

Check to ensure you are applying the code to a full priced adult shoe. Also, check to ensure that the code has not expired. If it is still not working please contact marketing@activefeet.com.au and we shall investigate for you!

28 by Sam Wood Code

First of all, congratulations on completing the challenge! Awesome work.

This voucher is valid on full priced adult footwear. If there is a shoe that is on sale that you would like to use this voucher on, please contact Darcy at darcyjoyce@activefeet.com.au and he will help arrange this for you.

We look forward to helping you!

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