HELP

NEED HELP?

Call 1300 553 520 or Chat between 8am - 8pm AEST Monday to Saturday and 10am - 8pm AEST Sundays.

Email help@universalstore.com.au at any time and we will respond as soon as possible between the hours above.

Please note, our Help Centre is closed during Queensland Public Holidays.

UNIVERSAL STORE SHIPPING POLICY

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UPDATES

Latest News from Aus Post 📦

UPDATE FOR VICTORIA
Wednesday 29th September 2021

Due to the ongoing impacts on AusPost VIC operations, all eParcel and Parcel Post pickups, collections and business lodgements in Greater Melbourne metro only will be paused. The temporary pause is for eParcel and Parcel Post pickups, collections and business lodgements in Greater Melbourne Metro only for five days, from Friday 1 October and collections will resume on Wednesday 6 October. For updates on this matter, and for updates on all AusPost domestic deliveries, please click here

GENERAL DOMESTIC DELIVERIES UPDATE
Monday 20th September 2021

Please be advised, some delivery delays within the Australia Post Network may occur due to extended COVID-19 restrictions, limited flights and high parcel volumes. For all updates concerning domestic delivery and potential delays, please click here.

We sincerely apologise for any delivery inconveniences you may experience. Thank you for your patience and understanding as we continue to navigate these challenges together.




INTERNATIONAL DELIVERIES UPDATE:

Aus Post are experiencing delivery delays to all international destinations as a result of the global impact of COVID-19. As an international customer, you may experience significant delays in receiving your package from Universal Store. Rest assured, Universal Store and Aus Post are working to deliver your parcel as safely as possible. For updates on international deliveries from Aus Post, please click here.



AM I WITHIN THE AUSTRALIA POST EXPRESS POST DELIVERY NETWORK?

Enter your Post Code here:

YES! You are in the express post parcel network.
This means that Aus Post can deliver express to your area. Head to the Aus Post Updates Page for the most up-to-date information and alerts.

NO! Sorry, the Post Code you entered is not in the Express Post Delivery Network. To receive an estimate on your delivery times using standard shipping, head to this Australia Post page and enter 4012 as the origin Post Code.


STANDARD PRICES & DELIVERY WINDOWS

Same Day Shipping to Brisbane

Same Day Shipping to Brisbane

  Receive Order Before Price
Tonight
(Mon-Fri)
Between 6pm-9pm same day Order before 1pm $10

Same day service is not available on Public Holidays or Weekends.


How is the order delivered?

  • Order before 1pm Monday to Friday and your order will be delivered that day between 6pm-9pm.
  • Order after 1pm Sunday to Thursday, and your order will be delivered the next day between 6pm-9pm.
  • If you are not at the delivery address between 6pm-9pm to accept delivery, Australia Post will leave your order unattended at your own risk.
  • If it is not safe to leave your order, Australia Post will attempt another delivery the next day between 6pm-9pm. If the second delivery fails the order will be returned to Universal Store.
  • You will need to pay a new delivery fee to get your order sent out again.
  • Same Day Shipping orders cannot be delivered to PO Box addresses.
Shipping within Australia

Australia

  Orders under $50 Orders over $50
Express shipping
$15 Express shipping $5 Express shipping
Standard shipping
$10 Standard shipping
(3-5 business days)
FREE standard shipping
(3-5 business days)

 

FREE STANDARD SHIPPING ON ALL AUSTRALIAN ORDERS OVER $50*

When your order crosses that magical $50.00 mark, we’ll shout you eParcel delivery via our trusty partners Australia Post. eParcel delivery varies within the AusPost Parcel Network. Parcels will ship from our country wide dispatch network. You may receive your order in multiple shipments. We’ll email you a tracking number when we ship your order so you can track it on the Australia Post website.

*Orders containing only event ticket purchases are excluded from free delivery.


TOO EXCITED TO WAIT FOR YOUR ORDER? EXPRESS SHIPPING WITHIN AUSTRALIA IS $5 FOR ORDERS OVER $50, OR $15 FOR ORDERS UNDER $50

We hate waiting for amazing new stuff too, that's why we offer $5 express shipping within Australia on all orders over $50, and $15 Express Shipping on all Australian orders under $50. Express post is Express Post eParcel with Australia Post within the Express Post Network. Track it on the Australia Post website.


All orders will be dispatched within 4 days of placing the order, you may receive your package in multiple shipments.


Shipping to New Zealand

New Zealand

Orders under $100 Orders over $100
$10 Express Shipping $5 Express Shipping

Orders are dispatched Monday to Friday, except on Public Holidays. Orders will be dispatched within 4 days of placing the order.

 

Shipping Internationally

International

Asia* USA & Canada UK & Ireland Europe** Russia
$30 $30 $35 $40 $50

Prices are quoted in Australian dollars.
Delivery times based on send from postcode 4012 (Nundah, Brisbane, QLD). International shipping rates do not include any customs charges or taxes that may incur during shipping.
*Selected countries in Asia: China, Hong Kong, Indonesia, Japan, Malaysia, Singapore, South Korea.
**Selected countries in Europe: France, Germany, Italy, Netherlands, Norway, Spain, Sweden, Switzerland.

Prices do not include relevant overseas custom duties and/or other taxes that you may incur. Universal Store cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case.

Unfortunately, we can’t ship to some countries. If you need further information on this please Live Chat or email us.


Shipping FAQS

How long will it take my parcel to arrive?

Unfortunately due to temporary delays to parcels, Australia Post cannot guarantee accurate delivery estimates at this time.

Oh no! I made a mistake with my delivery address. What should I do?

Contact Help immediately. If you supply the incorrect delivery address on your order, you have until 1pm on the day of dispatch to notify our Help team. Once an On Demand parcel is dispatched, your delivery address cannot be changed.

What if I'm not at home when the order arrives?

We require signatures for deliveries because we want to ensure your parcel arrives in great condition and securely. Keep an eye on your parcel’s tracking, if you’re not available when the postie attempts to deliver your parcel they’ll take it to your local post office for you to collect. Australia Post’s online tracking will let you know where your parcel is awaiting collection.

I need to talk to someone about my order. How do I do that?

We're here to help. Call Universal Store Help on 1300 553 520 between 8am - 8pm AEST Monday to Saturday and 10am - 8pm AEST Sundays. Or you can Live Chat, or email us.


Other Shipping Policy Matters

AUSTRALIA POST PROOF OF DELIVERY

Universal Store is not liable for any loss as a result of wrongful delivery where Australia Post provides a proof of delivery to the shipping address provided by the customer in their purchase. All parcels dispatched from Universal Store are dispatched with a request for signature on delivery.

We like to be sure that your order reaches you safe and sound. If you choose to change the delivery instructions (e.g. to Safe Drop or Parcel Locker Delivery), Universal Store is no longer liable for the safe delivery of your order.

UNCLAIMED PACKAGES

If items are not claimed from the Australia Post branch and are sent back to us or if you have have provided an incorrect delivery address, Universal Store will not pay for a second delivery to the customer. Customers must cover this cost.

NEED TO TALK TO SOMEONE ABOUT YOUR ORDER?

We're here to help. Call Universal Store Help on 1300 553 520 between 8am - 8pm AEST Monday to Saturday and 10am - 8pm AEST Sundays. Or you can Live Chat, or email us.

CLICK & COLLECT ORDERS

UPDATE FOR VICTORIA
Monday 11th October 2021

All our Victorian stores are currently closed to the public due to lockdown. This means we unfortunately cannot offer Click & Collect services at this time. We will endeavour to keep you updated as soon as possible with any changes, thank you for your patience.


UPDATE FOR AUSTRALIAN CAPITAL TERRITORY
Monday 11th October 2021

All our ACT stores are currently closed to the public due to lockdown. This means we unfortunately cannot offer Click & Collect services at this time. We will endeavour to keep you updated as soon as possible with any changes, thank you for your patience.



Click & Collect is now available at a Universal Store location near you!
You now have the options to easily order products and pick them up in store the same or next day. You can also use the feature to find out if the product you are interested in is available at your local store before heading in!

Use Click & Collect
at the checkout.

We’ll confirm when
your order is ready.

Pick up your order at your
selected Universal Store location!

HOW CLICK & COLLECT WORKS

  1. Set your nearest in store location using your geo-location or postcode. You can then Click & Collect any product that is marked in stock at your nearest store.
  2. Once your order is processed, you’ll receive an SMS or email confirmation letting you know that it’s ready for collection at your chosen store.
  3. To pick up your order, bring your confirmation email and show one of our friendly team members at the front of the store.


CLICK & COLLECT FAQS

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Is Click & Collect free to use?

Yes! There is no minimum order value to receive this service.


Where is Click & Collect available?

At most of our Universal Store locations around Australia. To check if there’s a store near you, please use the ‘Your Store’ Locator in the navigation bar.


Is Click & Collect available for every product?

Many of the products on our online site will be available to Click & Collect at your nearest store. Unfortunately not all of them will be however. To see if the product you would like is available in store, click the ‘In-Store’ tab on the product page and select your size. This will tell you if a product is in-stock and available for collection. If it is out of stock at your selected store we will show you the closest store with stock available.


How soon can I collect my purchases after ordering them online?

Orders are usually ready for collection within 90 minutes of purchase or 90 minutes after the store opens if you purchase outside store hours or within 90 minutes of the store closing. Please wait for your SMS confirming your order is ready before coming in store.


How long will my order be held in the store for?

Click & Collect orders will be held at your selected store for 14 days. After this time our Help team will be in touch to organise delivery or refund.


How will I know my order was successful?

You will receive a confirmation email and an SMS. If you haven’t received an order confirmation email please check your ‘Junk’ folder. If you still have not received an email or SMS, please contact our Help team.


Can someone else pick my order up on my behalf?

Yes. If you would like someone else to collect your order for you, you will need to send them a copy of your ‘Ready for Collection’ email. Universal Store can take no responsibility for orders fraudulently collected where the ‘Ready for Collection’ email with the corresponding barcode was presented. Please keep your email passwords secure at all times.


Where can I find the trading hours and address of the store I’ve chosen?

By using our Store Locator here.


Where do I collect my order in the store?

When you receive your ‘Ready for Collection’ email and/or SMS, head into your nominated store and present your email to our friendly team member at the counter to collect your order.


What happens if an item/s in my order is out of stock after I’ve already bought it?

Sometimes, some of the styles in your Click & Collect order may accidentally be out of stock at your selected store. A member of our Help Team will look for more stock and may be in contact to discuss your options. Depending on your preferences, we’ll either:

  • Deliver the missing item/s to your address at no additional cost, if we can locate them; or
  • Refund the item/s ordered.

    • *Some item/s like liquids and fragile products may not be suitable for delivery.


Am I able to inspect or try on my item before taking it home?

Of course! A team member will guide you to the changing rooms if you would like to try your new item on, and be able assist if you have any other questions.


What if I change my mind after paying for or picking up my order?

That’s okay. The team members at the store can help in sorting out an exchange or refund for you. If you’ve already left the store, feel free to contact our Help Team or use the online Aus Post Returns Portal here.


I still have questions, who should I ask?

We're here to help! Call Universal Store Help on 1300 553 520 between 8am - 8pm AEST Monday - Saturday. 10am - 8pm AEST Sundays. Or you can use the Live Chat feature on our site. Or email us.




UNIVERSAL STORE RETURNS POLICY

RETURNS DELAYS
Monday 20th September 2021

Due to lockdowns around the country, our Returns Team is currently experiencing an influx of online parcel returns. We may therefore take a little longer than the usual 48 hours to process your returned parcels. We thank you for your patience and understanding.

SHOPPING WITH UNIVERSAL STORE IS HASSLE-FREE

If you receive anything you are unhappy with for any reason, we'll help you with an exchange or refund if within 40 days from purchase. Before you return your items, make sure they are:

  • in the same condition they were when you received them;
  • not worn, washed or altered, have their original swing tags and are still in their original packaging;
  • swimwear, underwear, and bodysuits must have hygiene stickers in tact; and
  • not earrings or face masks. For hygiene reasons, we cannot accept returns for earrings or face masks.

RETURNING YOUR ORDER ONLINE

Online returns are even easier now with Australia Post Easy Returns.

If you are returning shoes, please make sure you package them securely so that the box cannot get damaged during its return journey. Please do not stick returns labels to the shoe boxes or tape up your returning shoe box. Your shoes will no longer be in a saleable condition and therefore ineligible for a refund.

Just click on the button below and follow the steps to get started.

RETURN AN ORDER / ITEM

1

Step One

Fill in a few simple details so we can process your return.

2

Step Two

Australia Post will email you a return code. Bring this with you when you drop off your parcel.

3

Step Three

Australia Post will let you know when your parcel has arrived safe and sound back at Universal Store.

When your parcel arrives we will contact you and refund your order within 48 business hours. It may take up to 3-4 business days for your account to be credited.

RETURNING YOUR ORDER IN STORE

You can make your return or exchange in person at any of our Universal Store locations. Universal Store will not accept returns or exchanges on worn or damaged items. Items must be in a saleable condition.

Please ensure you bring an acceptable proof of purchase for your items. This can be the original receipt, invoice that came with your online order, your Afterpay or ZipPay app with the Order ID number or a bank statement.


EXCHANGING YOUR ORDER

Jump online and purchase the size or item that you are exchanging. This way you are guaranteed the item, and we can ship it to you straight away.

Send the items you're exchanging back using Australia Post Easy Returns & complete the returns form on the back of your invoice and securely package this with your returning items.

As soon as we receive your return we will process the refund within 48 business hours, and email you when the process is complete. 


RETURNING YOUR STORE PURCHASE ONLINE

For security reasons we only offer refunds via bank transfers or PayPal for store purchase returns to online.

In store purchases are not eligible for Australia Post Easy Returns as they will incur a postage fee.

Pack your items into a post bag. Include a note with your name, phone number, email, reason why you'd like an exchange or refund and either your bank details (BSB, Account Number and Account Name) or the email address linked to your PayPal account. If your instore purchase was made with Afterpay, we will also need your Afterpay Order ID Number to process the refund through Afterpay. Please include all required information with your return so we can arrange your refund without delay.

Post your returning parcel to:

 

Universal Store Returns

PO BOX 695

Virginia BC QLD 4014

As soon as we receive your return parcel we'll arrange your refund or exchange and let you know when the process is complete.

 

FAULTY ITEMS

If your order arrives faulty or damaged, contact Help within 48 hours. We'll do our best to resolve the situation as soon as possible.

If a fault appears in your product through normal wear, email some pictures of your faulty item lying flat in good lighting, along with a copy of your receipt or some kind of proof of purchase. Our Faulty Returns team will inspect your claim and if your item is deemed faulty, we'll arrange free return postage so that you can send it back for a refund or an exchange. Once our returns team receives the goods, we'll process your refund or exchange as soon as possible and email you when the process is complete.

Some faults may need to be assessed by the manufacturer before a refund or replacement can be issued. In this case, we will keep you as informed and updated as possible. Universal Store is not responsible for the processes or policies implemented by third party manufacturers.

If you are unsure about a faulty item or warranty repair, contact Help. We'll help you through the faulty returns or warranty repairs process.


FURTHER RETURNS INFO

If you need to return or exchange packaged goods such as shoes, watches, headphones, and sunglasses, they must be returned to Universal Store in the original unmarked packaging. If these items are returned in an unsatisfactory condition, Universal Store may not be able to offer a refund or an exchange.

Universal Store Returns department operates Monday to Friday. Once your order is received in our warehouse, our returns team will inspect and process the goods within 48 business hours (Due to lockdowns around the country, our Returns Team is currently experiencing an influx of online parcel returns. We may therefore take a little longer than the usual 48 hours to process your returned parcels. We thank you for your patience and understanding). Our Help team will contact you when your transaction is being processed.

Please note that NO returns or exchanges can be made in person at our warehouse. Please Contact Help if you are having trouble returning your order.

Universal Store cannot accept cash on delivery returns.

 

SOME ITEMS EXCLUDED FROM EXCHANGE OR RETURN

Due to hygiene reasons, Universal Store will not accept returns or exchanges on some items for a change of mind. Excluded items include, but are not limited to earrings and face masks.

A change of mind is where a customer, for a variety of reasons, wishes to return or exchange an item. reasons for a change of mind may include, but are not limited to:

  • change of colour.
  • change of style; and
  • change of size.

A return or exchange due to a fault with the item is not a return or exchange for change of mind.

 

INTERNATIONAL RETURNS

Universal Store does not currently offer exchanges for international customers. We will offer a refund on faulty products. Contact Help first. You may need to provide photographic evidence of the fault before we can finalise the refund. The transaction will be processed via the original payment method providing all of our refund policy conditions are met.

 

DENIM WARRANTY

Universal Store offers a 12 month warranty on all our denim brands. If your jeans exhibit a manufacturer's defect or fault within the first 12 months you may return them to Universal Store for an exchange or refund. The warranty does not cover rips extending or natural fading / discolouring. If you are unsure about whether your jeans qualify for the warranty return, Contact Help. We’ll help you through the faulty returns or warranty process.

 

WHAT WARRANTIES DO WE OFFER ON OUR ACCESSORIES RANGE?

All Universal Store suppliers offer manufacturer's warranties on their product range – each brand has different policies and timeframes specific to their product and supply chain. Manufacturer's warranty can only be claimed on defects that happened during manufacturing. Warranty claims require proof of purchase.

Manufacturer warranties do not cover ‘wear and tear' which is the expected decline in the product's condition from normal, everyday use. While brand warranties vary a lot in detail, for defective or faulty products, our suppliers will repair or replace goods (or part of them); resupply or fix a problem with services (or part of them); or provide compensation to the customer.

Refer to the guide below for brand-specific warranty periods:

BRAND WARRANTY PERIOD (from date of purchase)
Bellroy 3 years
Birkenstock If your Birkenstocks are in need of a repair, contact our help team and we can organise the repair on your behalf. Click here for some helpful care tips for prolonging the life of your sandals.
Casio* 2 years
Crosley Please visit Marks Electronics to lodge a ticket via their online portal
Fjällräven 2 years
Frank Green 1 year. For any issues with your Frank Green product, please contact their customer service team at hello@frankgreen.com.au
G-Shock* 2 years
Herschel Supply Co. Limited lifetime - bags and accessories
Jansport Limited lifetime
Le Specs 6 months
Local Supply 3 months. No Worries Frame Cover: 50% off a replacement pair when you register with Local Supply within 2 weeks of purchase.
Minkpink 3 months
Nakedvice 6 months
Nixon* Please visit Nixon online or call their customer service team on 1300 782 757 for all repair/warranty enquiries
Otis Lifetime
Patagonia Patagonia Ironclad Guarantee. Patagonia guarantees everything they make. If you are not satisfied with one of their products at the time you receive it, or if one of their products does not perform to your satisfaction, return it to Universal Store or directly to Patagonia for a repair, replacement, or refund. Damage due to wear and tear will be repaired at a reasonable charge.
Polaroid Originals 1 year
Quay 3 months
Reality Eyewear Register for the Reality Eyewear 5 year warranty here.
Status Anxiety 1 year
Szade Eyewear 6 months
The Horse* 1 year manufacturers warranty
Tommy Jeans* 2 years movement only
Havaianas

6 month replacement guarantee on all Havaianas. Please note this is a replacement for manufacturing faults only, not general wear and tear.

Havaianas also now offer a recycling program for your old Havis! For information on how to recycle or to find you closest drop off point, click here.



*Watches: During the warranty period, watch movements, hands, and dials are the only components covered under warranty. These warranties do not cover the watch bands or clasps.

   

SIZE GUIDE

MENS

  |  

WOMENS

Measurements may vary slightly between brands. This is a guide only.

  • T-SHIRTS, SINGLETS & OUTERWEAR
  • SHIRTS & POLOS
  • JEANS, PANTS & SHORTS
  • FOOTWEAR
SIZE CHEST MEASUREMENTS  
AUS INCH CM WOMENS SIZE CONVERSION
XS 34-36 86-91 S-M | 8-10
S 36-38 91-96 M-L | 10-12
M 38-40 96-101 L-XL | 12-14
L 40-42 101-106  
XL 42-44 106-111  
XXL 44-46 111-116  
SIZE CHEST NECK
AUS INCH CM INCH CM
XS 34-36 86-91 14-15 37
S 36-38 91-96 15 38
M 38-40 96-101 16 41
L 40-42 101-106 17 43
XL 42-44 106-111 18 44
XXL 44-46 111-116 18 46
SIZE HIPS
AU INCH CM
XS 28 71
S 30 76
M 32 81
L 34 86
XL 36 91
XXL 38 96
AU/US UK EU FOOT LENGTH (CM)
7 6 39 24.6
8 7 41 25.4
9 8 42 26.2
10 9 43 27.1
11 10 44.5 27.9
12 11 45.5 28.8
13 12 47 29.6
BRAZIL AU/US EU FOOT LENGTH (CM)
35/36 4/5 37/38 22.5
37/38 6 39/40 22.5
39/40 7/8 41/42 26
41/42 9 43/44 27.5
43/44 10/11 45/46 28.5
45/46 12 47/48 29.5
47/49 13 49/50 31

BABY & KIDS SHOES

Age* AU/UK US EUR BR (Havaianas) Foot Length
Baby & Toddler 0-3 Mths 0 1 16 - 9.7 - 10.2 cm
3-6 Mths 1 2 17 - 10.3 - 11.9 cm
6-12 Mths 2 3 18 - 11.0 - 11.9 cm
12-18 Mths 3 4 19 17/18 11.7 - 12.7 cm
1-2 Yrs 4 5 20/21 19 12.3 - 13.5 cm
1-2 Yrs 5 6 22 20 13.7 - 14.4 cm
1-2 Yrs 6 7 23 21 14.3 - 15.2 cm
Kids 3-4 Yrs 7 8 24 22 15.8 - 16.4 cm
3-4 Yrs 8 9 25-26 23/24 16.6 - 17.2 cm
3-4 Yrs 9 10 27 25/26 17.5 - 18.1 cm
5-6 Yrs 10 11 28 23/24 18.3 - 18.9 cm
5-6 Yrs 11 12 29 25/26 19.2 - 19.8 cm
5-6 Yrs 12 13 30-31 27/28 20.0 - 20.6 cm
7-8 Yrs 13 1 32 29/30 20.8 - 21.4 cm
7-8 Yrs 1 2 33/34 31/32 21.7 - 22.3 cm
7-8 Yrs 2 3 35 33/34 22.5 - 23.1 cm
8-9 Yrs 3 4 36 35/36 23.4 - 24.0 cm
  • DRESSES, PLAYSUITS, JUMPSUITS & BODYSUITS
  • TEES, TOPS & OUTERWEAR
  • JEANS, PANTS & SKIRTS
  • FOOTWEAR
SIZE BUST WAIST HIPS
AUS CM INCH CM INCH CM INCH
4 XXS 75-80 29-31 53-58 21-23 79-84 31-33
6 XS 80-85 31-33 58-63 23-25 84-89 33-35
8 S 85-90 33-35 63-68 25-27 89-94 35-37
10 M 90-95 35-37 68-73 27-29 94-99 37-39
12 L 95-100 37-39 73-78 29-31 99-104 39-41
14 XL 100-105 39-41 78-83 31-33 104-109 41-43
16 XXL 105-110 41-43 83-88 33-35 109-114 43-45
CONVERSIONS
AUS UK EU US
4 4 32 1
6 6 34 2
8 8 36 4
10 10 38 6
12 12 40 8
14 14 42 10
16 16 44 12
SIZE BUST WAIST HIPS
AUS CM INCH CM INCH CM INCH
4 XXS 75-80 29-31 53-58 21-23 79-84 31-33
6 XS 80-85 31-33 58-63 23-25 84-89 33-35
8 S 85-90 33-35 63-68 25-27 89-94 35-37
10 M 90-95 35-37 68-73 27-29 94-99 37-39
12 L 95-100 37-39 73-78 29-31 99-104 39-41
14 XL 100-105 39-41 78-83 31-33 104-109 41-43
16 XXL 105-110 41-43 83-88 33-35 109-114 43-45
CONVERSIONS
AUS UK EU US
4 4 32 1
6 6 34 2
8 8 36 4
10 10 38 6
12 12 40 8
14 14 42 10
16 16 44 12
SIZE WAIST HIPS
AUS INCH CM INCH CM INCH
4 XXS 22 55-57 21.5-22.5 80-83 31.5-32.5
5 23 57-60 22.5-23.5 83-85 32.5-33.5
6 XS 24 60-62 23.5-24.5 85-88 33.5-34.5
7 25 62-65 24.5-25.5 88-90 34.5-35.5
8 S 26 65-67 25.5-26.5 90-93 35.5-36.5
9 27 67-70 26.5-27.5 93-95 36.5-37.5
10 M 28 70-72 27.5-28.5 95-98 37.5-38.5
11 29 72-75 28.5-29.5 98-100 38.5-39.5
12 L 30 75-77 29.5-30.5 100-103 39.5-40.5
13 31 77-80 30.5-31.5 103-105 40.5-41.5
14 XL 32 80-82 31.5-32.5 105-108 41.5-42.5
15 33 82-85 32.5-33.5 108-110 42.5-43.5
16 XXL 34 85-87 33.5-34.5 111-114 44.5-45.5
CONVERSIONS
AUS UK EU US
4 4 22 1
6 6 24 2
8 8 26 4
10 10 28 6
12 12 30 8
14 14 32 10
16 16 34 12
AU/US MENS AU/US WOMENS UK EU FOOT LENGTH (CM)
3.5 5 3 36 23.5
4.5 6 4 37 23.8
5.5 7 5 38 24.5
6.5 8 6 39 25.1
7.5 9 7 40 25.4
8.5 10 8 41 25.7
9.5 11 9 42 26
HAVAIANAS
BRAZIL AU/US EU FOOT LENGTH (CM)
35/36 4/5 37/38 22.5
37/38 6 39/40 22.5
39/40 7/8 41/42 26
41/42 9 43/44 27.5
VANS SIZE COMPARISON FOR MENS AND WOMENS
US/AUS MENS 3 4 5 6 7 8 9
US/AUS WOMENS 4.5 5.5 6.5 7.5 8.5 9.5 10.5

BABY & KIDS SHOES

Age* AU/UK US EUR BR (Havaianas) Foot Length
Baby & Toddler 0-3 Mths 0 1 16 - 9.7 - 10.2 cm
3-6 Mths 1 2 17 - 10.3 - 11.9 cm
6-12 Mths 2 3 18 - 11.0 - 11.9 cm
12-18 Mths 3 4 19 17/18 11.7 - 12.7 cm
1-2 Yrs 4 5 20/21 19 12.3 - 13.5 cm
1-2 Yrs 5 6 22 20 13.7 - 14.4 cm
1-2 Yrs 6 7 23 21 14.3 - 15.2 cm
Kids 3-4 Yrs 7 8 24 22 15.8 - 16.4 cm
3-4 Yrs 8 9 25-26 23/24 16.6 - 17.2 cm
3-4 Yrs 9 10 27 25/26 17.5 - 18.1 cm
5-6 Yrs 10 11 28 23/24 18.3 - 18.9 cm
5-6 Yrs 11 12 29 25/26 19.2 - 19.8 cm
5-6 Yrs 12 13 30-31 27/28 20.0 - 20.6 cm
7-8 Yrs 13 1 32 29/30 20.8 - 21.4 cm
7-8 Yrs 1 2 33/34 31/32 21.7 - 22.3 cm
7-8 Yrs 2 3 35 33/34 22.5 - 23.1 cm
8-9 Yrs 3 4 36 35/36 23.4 - 24.0 cm

FAQS

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PAYMENT METHODS

AFTERPAY
Universal Store offers Afterpay in all stores and online. Learn how it works here
ZIPPAY
Universal Store offers ZipPay as a payment method online and in-store. Learn how it works here

STUDENT DISCOUNTS

UNiDAYS
  1. How do I get my discount code?
  • Head to our student discount page and click the "Join Now" or "Log In" buttons and follow the prompts to generate your unique single use code.
  • If the code does not generate after this process, try refreshing the page.
  • For all account creation and any UNiDAYS specific questions, head on over to UNiDAYS Support
  • Can I use my UNiDAYS discount in store?
    • No, UNiDAYS is available online only.
  • Why is my discount not working?
    • Make sure you've entered the code correctly.
    • If so, are any excluded items in your cart? (see Terms and Conditions for exclusions).
    • Try re-issuing a code through UNiDAYS. If there is no option to re-issue, please contact UNiDAYS support here.
  • For any other questions or concerns feel free to contact our Help team here or in the live chat bubble below.
  • ONLINE ORDERS

    HOW DO I USE PROMO CODES?

    You can apply promotional codes to your Cart or during Checkout in the ‘Discount Codes’ field.

    CAN I REDEEM MY PHYSICAL GIFT CARD ONLINE?

    You sure can! Enter the serial number on the back of the gift card in the "I've Got a Gift Card" section next to "Payment Method" during Checkout to use your gift card online.

    WHAT SIZE SHOULD I BUY?

    Use our Size Guide and product descriptions to help you select your size. Still not sure? We offer full refunds and free return shipping so why not order both sizes to try on and return the incorrect size for a refund. Just make sure you contact Help within 10 days of receiving your parcel so that we can arrange free return shipping for you.

    HOW DO I CHECK IF YOU HAVE AN ITEM IN STOCK AT A STORE?

    You now have the options to easily order products and pick them up in store the same or next day right on the product page! You can also use the feature to find out if the product you are interested in is available at your local store before heading in! Click here for more information.

    I WANT TO FIND OUT IF AN ITEM WILL BE RESTOCKED

    The best way to find out when items are restocked is to sign up to our mailing list and follow us on Instagram where we share our latest news.

    CAN I PLACE AN ONLINE ORDER OVER THE PHONE?

    Yes, you can contact our Help team and we’ll place your order over the phone. Please note, we only accept PayPal payments over the phone.

    CAN I ORDER ITEMS FROM STORE?

    You now have the options to easily order products and pick them up in store the same or next day right on the product page! You can also use the feature to find out if the product you are interested in is available at your local store before heading in! Click here for more information.

    CAN I CANCEL MY ORDER?

    Contact Help to cancel your order. If your parcel has not left our warehouse then we will cancel your order immediately and arrange a refund.

    If your parcel has left our warehouse, we can arrange a free return shipping label for you so you can post it back to us, and we will process your refund when the package arrives back in our warehouse.

    CAN I EDIT MY ORDER?

    Contact Help to edit your order. If your parcel has not left our warehouse then we may be able to edit your order.

    If your parcel has left our warehouse, we can arrange a free return shipping label so you can post it back to us for a refund. We recommend placing a new order with your updated details while you wait for the other parcel to return in case your size or items sell out.

    DELIVERY

    WHERE IS MY ORDER?

    You can keep an eye on your parcel’s progress at www.auspost.com.au/track with your parcels consignment number R9D10___.

    To calculate how long it will take Australia Post to deliver your parcel, visit https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/ and enter our ‘From’ postcode 4012 and your ‘To’ postcode.

    Due to Australia Post delays please allow 4-7 business days to receive your order once dispatched. Due to COVID-19, Australia Post are experiencing delays in deliveries. Thank you in advance for your patience. Rest assured, Universal Store and Aus Post are working to deliver your parcel as safely as possible.

    Australia Post is experiencing delivery delays to all international destinations as a result of the global impact of Covid-19, including limited airline capacity and government restrictions.

    Because of this, as an international customer, you may experience significant delays in receiving your package from Universal Store.

    For the most accurate delivery window estimations and more information on international shipping delays, please head to The AusPost Website

    MY TRACKING CODE IS NOT WORKING.

    We send you the tracking code when your order has been dispatched from our warehouse. Your tracking code will start working once your parcel is moving through the Australia Post Parcel Network. We recommend you check your tracking link again after 4pm AEST.

    HOW DO I CHANGE THE DELIVERY INSTRUCTIONS ON MY ORDER?

    To change the delivery instructions on your order, head to https://auspost.com.au/mypost/ and create a My Post account if you do not already have one.

    Use the consignment number R9D10___ to find the parcel and update your delivery address or change the delivery instructions via your AusPost account.

    All Universal Store parcels are dispatched with a request for Signature on Delivery. We like to be certain that your order reaches you safe and sound. If you choose to change the delivery instructions to leave it in a safe place without a signature, Universal Store is no longer liable for the delivery of your order.

    For more info on changing delivery instructions, head to https://auspost.com.au/receiving/manage-deliveries-in-transit

    I THINK MY ORDER IS MISSING.

    Oh no! Please contact us with your order details and we’ll look into it for you. If your parcel has been lost (it’s rare but it does happen), we can open an investigation with Australia Post on your behalf.

    RETURNS & EXCHANGES

    HOW DO I ORGANISE AN ONLINE EXCHANGE?

    We recommend you jump online and order the size you need, then send the incorrect size back for a refund. That way you will have the correct size heaps sooner and you won’t miss out. Alternatively, you can send the wrong size back and once we receive it, we’ll arrange your exchange and contact you when the new size is on its way. If the size you request is out of stock, we’ll contact you and arrange a different exchange or refund.

    For the free return postage, contact Help and we will send you a returns label from Australia Post to print out and stick on your parcel. Complete the returns form that is on the back of your invoice and include this with the items you are returning. Take the parcel to your nearest post office.

    As soon as we receive your return, we’ll arrange your exchange or refund and contact you when the process is complete.

    CAN I RETURN OR EXCHANGE MY ONLINE ORDER IN A STORE?

    Yes, of course! Bring the items you’d like to return along with a copy of your invoice as proof of purchase to any Universal Store location. Find your nearest store using our Store Locator.

    CAN I RETURN OR EXCHANGE MY IN-STORE PURCHASE TO ONLINE?

    You sure can. Visit our Returns Page for a guide for more info. Please note, we do not offer free return postage for purchases made in store.

    DO YOU ACCEPT RETURNS OR EXCHANGES FOR INTERNATIONAL ORDERS?
    • Universal Store does not currently offer exchanges for international orders. We will refund faulty products. We ask you to provide photographic evidence of the fault before we can finalise the refund.
    • Refunds will be processed via the original payment method providing all of our refund policy conditions are met.
    • We do not offer free return shipping for international customers.
    • Visit our Returns page for instructions on how to return your order.
    AN ITEM YOU ORDERED IS NOT IN STOCK

    Some items are in super high demand and due to the speed and volume of orders we receive, it may sell out while you finish placing your order.

    In this instance, we’ll do our best to fulfil your order from our retail stores, this can mean that your order may arrive in two parcels.

    In the unfortunate case, where we have totally sold out of the item instore and online, we’ll arrange a full refund.

    Our Help team will notify you as soon as possible via email in either case.

    GENERAL QUESTIONS

    HOW DO I APPLY FOR A JOB?

    Thanks for your interest. Please visit our Careers Section for info and good luck with your application!

    DO YOU OFFER WORK EXPERIENCE OR INTERNSHIPS?

    No, we do not offer work experience or internships in our stores or office.

    DO YOU HAVE A GRADUATE PROGRAM?

    We do not offer a graduate program. For entry-level opportunities, keep an eye on our Career Opportunities.

    HOW DO I GET MY BRAND IN YOUR STORES?

    At Universal Store, we don’t have a cookie-cutter approach to considering new brands and we encourage uniqueness. To help us decide whether you are a potential fit for Universal Store, we will need to review a PDF catalogue, price list and brand bio. Email all brand info to help@universalstore.com.au.

    UNIVERSAL STORE PRIVACY POLICY

    We’ll always keep your data safe and secure. To keep you in the know, our privacy policy gives you detailed information on when and why we collect your personal information, how it’s used, and how we ensure it’s kept secure. If you have any questions about how we protect your privacy, please contact us at help@universalstore.com.au

    For all of our services, the Data Controller is Universal Store PTY LTD of 6/2 Jenner Street, Nundah 4012 QLD, who is responsible for personal data collected through the www.universalstore.com website.

    HOW TO CONTACT US

    If you have any questions or comments about our privacy practices or how we use your data, please call Universal Store Help on 1300 553 520 or email help@universalstore.com.au8am - 8pm AEST Monday to Saturday and 10am - 8pm AEST Sundays.

    DISCLAIMER

    Although care is taken to provide accurate information, we cannot guarantee the accuracy of the information we post. For example, prices may be subject to change, not all styles will be available in all stores, and typographical errors can sometimes occur. In the case of the discovery of an error the details on the website will be changed (or removed, if removal is deemed necessary) within a reasonable time frame. This is a manual process, however, so please realise that we may not be able to remove or edit particular parts immediately. Any user who discovers any misleading information on our website is encouraged to contact us.

    EXPAND ALL
    OUR COMMITTMENT TO YOU
    PRIVACY

    No personal information is automatically collected from users of this site. Personally identifiable data about users is known to Universal Store Pty Ltd only when voluntarily submitted by users of the site. However, certain non-personal information of users (for example, the type of browser being used, the operating system used by the user and the domain name of the user’s Internet service provider) is collected. This information is primarily used for internal purposes, but only in an aggregate form (individual users cannot be identified). Universal Store Pty Ltd reserves the right to alter this policy at any time. The information you provide us with via the sign up form is used in an email list. Submission of your email addresses and other details shall be deemed to constitute permission to communicate with you using those details. Your details will form part of the guidelines for us to communicate with you as an individual. We may also use the information to try to contact you (for example, if you are a winner in a competition).

    HOW WE COLLECT YOUR PERSONAL INFORMATION

    We may collect your personal data in the following ways listed below:

    • When you register or use universalstore.com (the website)
    • When you contact us by phone, email or live chat
    • When you register for our newsletter using the online form submission
    • When you enter any competitions run by Universal Store
    • When completing any optional surveys that we may send to you
    • When shopping in store at Universal Store you will be given the option to have your receipt emailed to you. By accepting this service, you are agreeing to receive marketing communication from Universal Store. The team member serving you will notify you of this at the time of purchase and signage at the point of purchase will also outline this. You are free to unsubscribe from this messaging at any time using the ‘Unsubscribe’ facility at the bottom of each email. This policy aligns with the Spam Act 2003 in ensuring express consent of the customer to receive marketing communication.
    THE PERSONAL DATA WE COLLECT
    What kind of personal information do we collect?
    • Title
    • Name and surname
    • Email address
    • Date of birth
    • Postcode
    • Contact phone number (s)
    • Gender
    • Billing address
    • Shipping address(s)
    • Order history
    • Purchase information
    • Payment details
    • Preferred store, categories and brands
    • Interactions with customer our Customer Service team
    • Automatically populated (IP) address
    • Information from cookies

    Login data (username and password. Password information is encrypted, it is completely invisible including to our customer service team.) We do not collect sensitive information about you unless required by applicable laws or rules. Sensitive information includes information relating to:

    • Race or ethnicity;
    • Political or religious beliefs or affiliations;
    • Philosophical beliefs;
    • Sexual preferences;
    • Criminal convictions;
    • Membership of professional or trade associations or unions; or
    • Health information or genetic information.
    WHY WE COLLECT YOUR DATA AND HOW WE USE IT

    Why do we collect data?

    We will only collect and process your personal data where we have obtained the legal right to do so. The way in which we use your data also depends on the manner for which we collected it. The main purpose for which we collect data and personal information is to facilitate online purchasing and the marketing of our goods and services, and to provide you with a personalised experience.

    We may also use the data for:

    • Internal record keeping.
    • To deliver relevant content and advertisements for you.
    • To inform or remind you of any uncompleted tasks on our website, including abandoned carts.
    • Improving our products and services. Including data analysis, support, system maintenance and troubleshooting.
    • To create an account and register you as a customer of Universal Store.
    • To notify you about any changes to our services, terms and conditions or privacy policy.
    • Periodically sending you promotional emails via the address you provided about new products, special offers or other information we think you may find interesting.
    • To enable participation in promotional offers, competitions or events.
    • Contacting you to confirm order information, or to resolve any other issues related to purchases.
    • Modifying the website according to customer interests.
    If you want to access the data we have collected from you, or want to correct any personal information, please contact us.
    HOW WE KEEP YOUR DATA SAFE AND SECURE

    ONLINE SECURITY

    Universal Store Pty Ltd utilises a variety of security measures to maintain the safety of your personal information. All user contact information is contained behind a "firewall" and only accessible by a limited number of employees who have special access rights to production systems.

    Credit card security

    Credit card numbers are not stored in our systems in accordance with the highest of PCI-DSS standards. When purchasing from Universal Store Pty Ltd your details are passed through to a secure server using the latest SHA-256 SSL (secure sockets layer) with RSA Encryption encryption technology. No credit card information is passed through Universal Store Pty Ltd servers. This information is sent directly to our PCI-DSS compliant payment gateway, BrainTree.

    Password security

    If you choose to modify your personal information or you have forgotten your password, you may do so by visiting the My Account page. Because password information is encrypted, it is completely invisible, including to our customer service team. If you desire to change your password, simply follow the prompts.

    General data security

    We require any third party who handles your data on our behalf to have security measures in place to handle your data in accordance with the applicable laws and regulations. In the unfortunate circumstance of a personal data breach, as Data Controller we will notify you as soon as possible, and within 72 hours, if feasible, after becoming aware of the breach.

    HOW LONG WE KEEP YOUR DATA

    We only keep personal data as long as you are a customer and it is necessary to provide you the services you have requested, in some certain circumstances your personal data may be stored for longer periods, e.g. when required by law. If you no longer wish to be a customer, you can contact our customer care team and request to delete your personal information that we have stored.

    COOKIES

    COOKIES

    The majority of our web pages use 'cookies', which are small files that may be placed on your hard disk for record-keeping purposes. A cookie helps us to remember who you are and are required for some functionality of the website such as what products are in your shopping cart. Cookies can make subsequent visits to the web page simpler and more seamless. You can set your browser to notify you when you receive a cookie, giving you the chance to decide whether or not to accept it. (However, by not accepting cookies some web pages may not display properly or you may not be permitted to access certain information). A server cannot find out a name or email address, or anything about you by using cookies. Cookies by themselves do not tell us your email address or other personal information. However, once you choose to provide the website with personal information, via email or any other means this information may be linked to data stored in the cookie.

    How we use cookies:

    • Site functionality cookies - these cookies are required for determining what products are in your shopping cart.
    • Site analytics cookies - this type of cookie is used to measure how our customers interact and use our site, and allows us to improve the overall site experience for our customers
    • Targeting and advertising cookies - these cookies are used to deliver the most relevant ad content to you. They also allow us to control the amount of times our ads are delivered to you, and measure the effectiveness of our ads.
    • If you would like to erase cookies stored on your device, you can do so by visiting the “Help” section within your browser, and following the instructions provided. Further information about the use of cookies can be found here.
    HOW WE SHARE YOUR DATA (THIRD-PARTIES)

    COOKIES

    We may share your personal data with third party platforms in order to perform a number of business tasks. These include customer relationship management (CRM), email marketing, online advertising, website analytics, order fulfillment, returns & refunds, IT services. We work with our third party platforms to ensure that they guarantee the safety of your personal data, and ensure compliance with universal data protection standards.

    The main third party providers that we use on a regular basis are listed below:

    Afterpay An online (and in-store) payment method that allows customers to pay for online purchases in 4 installments
    Australia Post Australia Post is an Australian Government owned postal service that ships our parcels domestically and internationally
    BrainTree BrainTree is a PCI-DSS compliant payment gateway that keeps credit card information safe and secure
    Dotdigital Marketing Cloud Email service provider (ESP) used to communicate promotional materials and provide purchase invoices and updates
    Facebook Business Advertising platform used to provide relevant paid advertising across the Facebook network
    Freshdesk Our support ticketing system provider used to manage customer enquiries
    HOW TO UNSUBSCRIBE FROM MARKETING COMMUNICATIONS

    How can you stop receiving Universal Store communications including direct marketing material?

    You can easily subscribe (join) and unsubscribe (leave) our mailing list at any time.

    Each email you receive will contain easy instructions on how to unsubscribe. You can unsubscribe by following the link included in the footer of all our email marketing communications.

    You can also unsubscribe/opt out of our mailing list, and update your information by logging into your Universal Store account, and updating your ‘Email Preferences.'

    The information you submit is kept in a secure database, for use exclusively by Universal Store Pty Ltd. When you subscribe, you will receive emails from us that may contain details of promotions, marketing initiatives, offers and other information relevant to Universal Store. We can monitor which emails you receive from Universal Store Pty Ltd. We reserve the right to discontinue this service or unsubscribe you without notification.

    CLOSED CIRCUIT TELEVISION (CCTV)

    Universal Store has Closed Circuit Television (CCTV) video equipment installed in all our physical locations. This equipment is used to protect our customers, team members and sites. We also use cameras for analytics in regards to store capacity and foot traffic. All cameras used are clearly visible and are not installed inside or directly above any change rooms or locker rooms.

    Each store has a dedicated external hard drive which is overwritten every 60 days. The hard drive is password protected and footage is only accessible by the manager or remotely by the IT Service Team. This footage is only accessed if needed for loss prevention, customer service reviews or law enforcement reasons.

    YOUR RIGHTS

    Under data protection laws, you have the rights listed below, under certain circumstances.

    • You have the right to withdraw consent for the processing and storing of your personal data
    • The right to access to your personal data
    • The right to correct or update your personal data
    • The right to delete information
    • The right to restrict information
    • The right to transfer your personal data (data portability)
    • The right to lodge a complaint with a supervisory authority. A complaint may be lodged via the Office of the Australian Information Commissioner's website here
    • To object to automated decision making and profiling unless such profiling is necessary for entering into, or the performance of, a contract between you and us providing that appropriate safeguards are in place or your explicit consent has been obtained.
    • In order to exercise any of the rights listed above, contact us by email at help@universalstore.com.au, or by calling 1300 553 520.

    HOW TO CONTACT US

    If you have an enquiry or complaint regarding any privacy issues, contact us by email at help@universalstore.com.au, or by calling 1300 553 520. A ticket will be lodged for which you will receive a reference number. A representative from our team will investigate your enquiry, and be in contact with you to resolve any issues.

    Although care is taken to provide accurate information, please be aware that we cannot guarantee the accuracy of the information we send you. For example, prices may be subject to change, not all styles will be available in all stores, and typographical errors are likely to occur. Once an email containing errors is sent to you we cannot correct it. In the case of the discovery of an error in a sent email we may or may not notify you of the error.

    MORE INFORMATION

    More information about Privacy law and the National Privacy Principles is available from the Office of the Australian Information Commissioner’s website www.oaic.gov.au.