Free delivery for orders over $80. Sizing is based off USA sizes, unless otherwise stated.

Faqs Return Policy

Sizing

All sizing is based off US sizing unless stated otherwise

Standard

Delivery in 5-7 Business Days within Australia (estimated)

$10.00 or free with purchases over $80.00.

How do i change or cancel an order?

An order cannot be cancelled once you have paid for it.  If for any reason you would like to change your order, please contact customer service at customerservice@thongon.com.au or by calling 07 3880 6514 as soon as possible.  Although we will consider a request to change an order, any change will be made in our sole discretion.  Keep in mind our system is designed to fulfil orders as quickly as possible. As a result, we cannot change an order once it has been shipped.

What are my payment options?

Paypal, Mastercard or Visa, Afterpay

When will my order be shipped? When will it arrive?

If your order was placed (and payment received) Monday thru Friday before 11:00am, it will be shipped the same or next business day if there are no issues with your billing information. You will receive an e-mail confirmation once your order has been shipped.

Once your package leaves our warehouse, you should receive it within the ship timeframe listed above. However, we cannot guarantee these timeframes. If you have any concerns about the delivery of your purchase contact us at customerservice@thongon.com.au.

What’s the status of my order? How do i track my order?

You can check on its status at any time using the tracking information we provide once shipped.

What is your Returns Policy?

Thong On will gladly accept returns on items purchased online . The item must be in resalable condition, unworn with tags still attached. The item must be returned within 30 days of purchase. For items deemed subject to fair wear & tear, accidental damages or misuse, a full refund will not be provided. Thong On has the right to assess the condition of the returned goods prior to providing a full refund. In the event of any dispute, the decision of Thong On shall be final and conclusive.
For exchanges, customer is required to place a new order subject to availability.
Note: The purchase price of the goods will be refunded excluding postage. Return shipping is nonrefundable.

Why did you call or e-mail me to verify my order?

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

Australian Consumer Law – Warranty Against Defects and returns

products are warranted against manufacturer’s defect (from date of purchase) for:

  • 3 months

Thongs:

The following defects are covered by the Thong On warranty when claims are made within the   warranty time:

  • Loose weaving on straps (new Thongs only)
  • Straps/buckles pulling out (Where soles are not severely worn)
  • Delamination of layers (repairable)
  • Glue on the straps (glue rubs off of the sole – new Thongs only)
  • Stitching coming undone on logo (new Thongs only)
  • Stitching coming undone on any part of straps

WHAT’S NOT COVERED.

The following are NOT covered by the Thong ON warranty nor are the above covered when any of the following are prevalent:

  • Fraying of straps/shoe uppers due to use/abuse
  • Deterioration as a result of water abuse
  • Sole wearing out or worn through
  • Skateboard/bicycle abuse
  • Cuts, scratches, burns, etc.
  • Shrinkage from overexposure to extreme heat
  • Damage caused by negligence, misuse or alteration of products
  • Damage caused by wetting non-waterproof products

ANY PROBLEM NOT LISTED ABOVE WILL BE EVALUATED ON AN INDIVIDUAL BASIS BY Thong On.

If your product has any of the above defects, and you fall within the warranty timeline, please return your products, with proof of purchase (e.g. your credit card statement, tax invoice, order confirmation or receipt), to us at:

Thong On
PO Box 264
Glass House Mountains

If you are not able to do so, please contact our Customer Service directly at (07) 38866514 for assistance.

The only costs to you of making a claim under the returns policy are those expenses associated with returning the goods where you are required to pay for this.  The benefits to you outlined above are in addition to any other rights and remedies you may have under the Australian Consumer Law (ACL).

Notwithstanding the above warranties, where we are required to do so by the ACL, we will accept returns for faulty goods within a reasonable time of purchase having regard to the nature of the goods and the fault. If the goods are defective and need to be replaced or repaired you will need to return the goods to us.  If the defect is major and the cost of returning the goods is significant, we will arrange collection at our expense.

Where a fault with the goods is major, (e.g. the item is unsafe, substantially unfit for its normal purpose, can’t be fixed, would take too long or is too difficult to fix) you can return the item to us and choose a refund of the purchase price or exchange, or you can keep the item and we will compensate you for the drop in value.  Replacement items will be delivered to you at our expense.

Where a fault is minor, we will either refund the purchase price, repair or replace your purchase e.g. if it is not of acceptable quality (but in a minor way), does not do something we told you it would do, does not match its description or otherwise fails to comply with a consumer guarantee.

Unless the item is faulty, we will not provide an exchange or refund e.g. if you have changed your mind (including where the product has been custom made for you), ordered the wrong product or you have found a cheaper product elsewhere.  An item is not faulty if we told you about the defect before you bought the item (e.g. “seconds”) or you have misused the item or used the item in a way that was not intended.

Following is the mandatory statement required by the Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our details:

P O Box 264 Glass House Mountains 4518
Our email is address is customerservice@thongon.com.au