FAQ's

For FAQ’s Related to the product and wearing Archies, please see Archies consumer website please click here.

 

Do you have a minimum order?

There is no minimum order for Archies Flip Flops and we are more than happy to do small orders, however, in order to receive free postage there is a minimum spend of $400. If the minimum spend of $400 is not reached, then postage will be at the expense of the customer. In the event that the minimum spend is not reached, then we try to use the smallest Post Postage satchel we can which is the most economical way to do so.

I am having some trouble submitting my order:

Some things to check:

1. Check your browser: The website does NOT function correctly when using older internet browsers such as Internet Explorer. For the website to function correctly, you must use more modern browsers such as Google Chrome.  Free download of Google Chrome browser: https://www.google.com/chrome/

2. You must submit the order: The cart does not automatically update. You need to click on the 'Submit Your Order' button to be able to check out and add the items to the cart.

3. Try refreshing your browser: If after completing all of the above and none of the suggestions work, then try refreshing your browser. Unfortunately, this will wipe your order, however, our system records all abandoned checkouts and under most circumstances, will automatically send you an abandoned checkout email which will allow you to pick up the order where you left it (Note; there are some exceptions where the system will not capture the abandoned order). If after refreshing the browser and the order is wiped and you do not receive an abandoned cart email and, then unfortunately, you will have to input your order again.

4. If all else fails, then contact us: If after this you are still having problems, please contact us and we will try and sort this issue out for you ASAP!

I want to add further locations where my business will sell Archies?

Option 1: Manage your multiple sites through the one email:

To do this you simply add a further address, with a unique company name. For example, Mr Physio has two locations under the one company name in separate towns / suburbs, (Moama, NSW and in Echuca VIC), then we recommend that the company name you use should be ‘Mr Physio Moama’ and ‘Mr Physio Echuca’ etc.

You can find the address field within the customer account section of the website by clicking on your business name in the top bar of the website (next to cart).

Option 2: Have each site have its own unique email and manage each site individually:

When the system is set up this way, each site can manage their own ordering, invoices and notifications from that sites email account. This is ideal when there is a manager at each site.

If you choose to set up your account in this manner, each site will need to have its own: 1. Email address 2. Stock delivery address 3. Unique company name. e.g – Mr Physio Echuca, Mr Physio Moama, etc.

You need to be approved by us a stockist to start ordering, so as soon as you have signed up the additional site, please let us know by contacting your sales contact or by emailing us.

What about if the order is too big for a satchel but still below the minimum order?

If the flip flops cannot fit into a postage satchel, then they will have to be put into a box and the postage will then get more expensive and in this case it's probably better to try and push for the minimum spend of $400 to receive free postage.

What is the cost of postage satchels for smaller orders, how many flip flops do they fit and what is the transit time?

In order to receive free regular postage, there is a minimum spend of $400. If your order does not reach the minimum of $400, then a postage and handling cost will be included on the invoice. When you come to the enter the shipping details in the order process you can choose between regular and express post.

Express Post Option: If the minimum spend of $400 is reached and you wish to have your stock delivered express, then the additional cost of express postage above the cost of regular postage will be charged to your business via a separate invoice.

 

What are your payment terms?

Our payment terms are up-front. As soon as the order is paid for the order will be sent.

Where can I see my account details including order history, payment status etc?

All of your account information, including previous orders, tax invoices, payment history etc can be accessed through your online account.

To access your online account information and view your payment history, please follow the following steps:

1. Access your account details: Once logged in to your account, click on your account name in the top right of the screen.

2. Payment History: Once you log into your account, your payment history should be immediately viewable.

Archies_Footwear_Account_Details_Invoices

3. To download your tax invoice: For instructions on how to download your Tax Invoice. Please visit the next FAQ.

Where can I find the Tax Invoice for my order?

We do not include hard copies of the Tax Invoices with orders as PDF versions of your Tax Invoice can be very easily downloaded both in the confirmation email that you receive when you submit your order and also from within your account on the Archies Footwear retailer website.

Downloading the Tax Invoice from within your order confirmation email: 
1. Click on the link in the order confirmation email: When you submit your order, you should  receive an order confirmation email to the nominated email for that account. Within the email, there is a link that allows you to download your invoice. Simply click on the 'click here to download a PDF Tax Invoice for your order'. This is highlighted in blue and circled in red below. A PDF copy of the tax invoice will then be downloaded.
How to download a tax invoice - Archies Footwear

 

Downloading your tax invoice from within your Archies Footwear retailers account: 

In addition to the above, all of your account information, including previous orders, tax invoices, payment history etc can be accessed through your online account.

You must make sure that you use the right web browser: The website does NOT function correctly when using older internet browsers such as Internet Explorer. For the website to function correctly, you must use more modern browsers such as Google Chrome.

To access your online account information, please follow the following steps:

1.  Access your account details: Once logged in, click on your account name in the top right of the screen.

2.  Click on the relevant order number: Once you have accessed the account details section of the website, click on the corresponding order number that you wish to download your tax invoice for.

3.  You must then download the the tax invoice: The following screen will then appear. Please note, your order will appear on the screen, however, this is NOT your official tax invoice! To download your official tax invoice, you the need to click on the red link that says Tax Invoice in the top left of the screen. This will then download the actual Tax Invoice. 

4.  Your official tax invoice will then automatically download: Once you have clicked on the red Tax Invoice link in step 3, your invoice should have downloaded in PDF format. You can then print or save the invoice. Please see below image for what the official tax invoices look like.

If you have any questions or experience any further difficulties please let us know.

If you would like someone from the Archies Footwear team please contact us via email and we can help you out.

Where can I see the status of an order / monitor tracking?

1. Access your account details: Once logged in, click on your account name in the top right of the screen.

2. Find your order: In the account details section of the website, click on the corresponding order number.

3. Your Order: This will take you into the order – click on the ‘Click here to view your order’ link. 

4. Click on the tracking number: Once you have clicked on your order, this will take you to a page which shows your orders unique tracking number. Simply click on the link with the tracking number (circled in red) and this will take you to the tracking section Australia Post website and the status of your order should be viewable.

5. Tracking Page: The tracking page will then show you the status of your order.

 

How long will it take to dispatch my order?

Dispatch day normally depends on the time that the order has been received.

For payments received before 12pm, we will endeavour to dispatch your order same day. For payments received after 12pm, we will still endeavour to dispatch your order same day, however in this case, please allow for next day dispatch.

How will I know when my order has been dispatched?

You will receive a shipping confirmation email generated by us. We predominately use Aus Post and occasionally national courier services to deliver your order. When your order has been dispatched you will receive a tracking notification email via the email you have indicated to us when you created your customer profile. The shipments status can then be tracked throughout the delivery process by referring to this email or to the Customer Account Section of this website. When the delivery arrives, we require a signature to be given to confirm receipt of the goods.

If I need the flip flops urgently, can I have them express posted?

Yes. If you would like us to express post your order then this is ok. For orders over the minimum spend of $400.00, Archies will cover the cost of regular postage and the difference between express and regular is to be paid by the customer. We calculate this by using the fee estimator via the Aus Post Website. Please be aware, while express postage satchels are well priced, express posting orders larger than a satchel size outside of Victoria is VERY EXPENSIVE and is not recommended. As we are based in Victoria, orders that are express posted within Victoria are reasonably cost effective and are typically not greatly more expensive than regular post.

What about back-orders for out of stock items?

At present, we do not have a back-order system in place. This means that you will only be able to order items that are in stock. The date that out of stock items will be back in stock is located above the wholesale order form.

My flip flops have arrived but I have not received my stand yet (or vice versa)

Please note; as most of the stands are too big to be sent by Aus Post, they will be delivered separately from your order to your practice / store by courier. If your flip flops arrive before your stand (or vice versa), please allow a couple of days for the other item to arrive. You can track the status of your stand order and the status of your flip flops order via the tracking notification email that you will receive when your goods have been dispatched from our warehouse. The tracking notification email will be sent to the email address that was used to create the account with the Archies Footwear wholesale website.

What should I do if I did not receive all of the pairs that I ordered?

If you did not receive all of the pairs that you ordered then please contact us and someone from the Archies Footwear customer service will be in touch to sort this issue out for you as soon as possible! In the event that you are missing a pair and this was our fault, then we will have the missing pair express posted out to you straight away.

What about if there is a mistake in the order such as wrong size or wrong colour?

If you did not receive all of the pairs that you ordered then please contact us and someone from the Archies Footwear customer service will be in touch to sort this issue out for you as soon as possible!

In the event that we have sent you the wrong size and colour and we were at fault, then we will express post the pair(s) that you were missing immediately (free of postage charge of course).

In terms of what to do with the incorrect pairs, in some instances, if you are happy to do so, we often just encourage you to hold onto to them for the season and they can be held in credit to be either invoiced at the end of the season if you have sold them or they can be sent back if they have not been sold. Archies Footwear will of course re-reimburse you for the return postage charges.

What about if I receive some stock from you that is not up to selling standard?

We have several lines of quality control checking to ensure that the stock that we send to you if of the highest possible quality. However, while we will always endeavour the send you the very best stock we have, it is also important to remember that sometimes there will be minor product imperfections that will occur and are just part of the manufacturing process. For example, occasionally there could be some overspill from the moulding process that has not been perfectly trimmed or maybe dust or pen mark from the factory which is easily rubbed off. In these instances, we would greatly appreciate if you could be practical and see if it is easy to rectify the issue. However, if you believe that you send stock that is in a non-sellable conditions, then of course we want to sort this out for you as quickly as possible! If you have received stock that is in non-sellable condition, then please contact us and someone from the Archies Footwear team will be in touch with you to sort this out as soon as possible.

What to do for customer returns for faulty product or other issues:

While we have made the flip flops as strong as we possibly can and typically speaking they are very strong, occasionally we do get the odd one that breaks due to a weakness from a manufacturing fault or simply catching them at slightly the wrong angle.

Fortunately, returns with Archies Flip Flops are very low and as such we prefer to adopt a very relaxed approach to our returns.

If a customer purchases flip flops and they subsequently claim that they are faulty, eg. if the strap snaps, if the toe pole breaks or if the general quality of the product is believed to be unsatisfactory, then in order for us to process a return then we require the following information:

  1. Please send us a photo of the fault.
  2. Please take a photo of the Size Box on the bottom of the flip flops (The US, UK, EURO Size Box) so that we can identify the mould through the Size and Mold Serial Code.
  3. Please give brief description of how the fault occurred.
  4. Please tell us how long the customer had the flip flops for.

While we would prefer that you contact us prior to issuing a return, in the special case of an angry / disgruntled customer and the return needs to be solved promptly to avoid aggravating the situation, then we leave the decision of whether or not to offer an exchange or return to the discretion of the retailer.

In the event that we or you decide that the flip flops is covered by our warranty, then if you are happy to do so, if you are able to provide the customer with the replacement pair in store and we will provide you with a discount code in which the flip flops can other be sent to you straight away or included with your next order.

If for some reason the return or refund cannot be worked in store, then please contact us and we can either offer guidance or take over processing the return for you.

 

Guidelines for Product Returns, Faults and Warranties:

What to do for customer returns for a product that is claimed to be faulty:

While we have made the flip flops as strong as we possibly can and typically speaking they are very strong, occasionally we do get the odd one that breaks due to a weakness from a manufacturing fault or simply catching them at slightly the wrong angle.

We want happy Archies Flip Flops customers and fortunately returns with Archies Flip Flops are very low, as such we prefer to adopt a very relaxed approach to our returns!

If a customer purchases flip flops and they subsequently claim that they are faulty, eg. if the strap snaps, if the toe pole breaks or if the general quality of the product is believed to be unsatisfactory, then in order for us to process a return then we require the following information: 

  1. Please send us a photo of the fault.
  2. Please take a photo of the Size Box on the bottom of the flip flops (The US, UK, EURO Size Box) so that we can identify the mould through the Size and Mold Serial Code.
  3. Please give brief description of how the fault occurred.
  4. Please tell us how long the customer had the flip flops for.

While we would prefer that you contact us prior to issuing a return, in the special case of an angry / disgruntled customer and the return needs to be solved promptly to avoid aggravating the situation, then we leave the decision of whether or not to offer an exchange or return to the discretion of the retailer.

The following table provides a guideline to help you with making decisions about whether or not to issue a return. The most important consideration when assessing returns are if the issue occurred within the warranty period (6 month) and within the grounds of normal / fair use. 

Item:

Issue a return:

Do not issue a return:

Time:

Within 6 months from the point of purchase.

Outside of 6 months from the point of purchase.

Strap Stretching:

The strap stretching is not a reason for product return.

The strap stretching is not a valid reason for product return. Just like clothing will stretch if you wear it a lot, the flip flops are not invincible and over time the strap will lose some of its original tightness. If the strap has stretched, it normally means one of few possible things; that the customer has worn the flip flops a lot, they have stretched them at some stage with their hands, they have walked down an excessively steep hill in them, played sport in them etc.

Strap Breaks:

The break has occurred within normal / fair use such as just walking, getting out of a car etc.

The person was running in the flip flops, playing sport in the flip flops, someone stood on the back of the flip flops as they were walking, at a music concert and someone stands on them.

flip flops Shrinks:

Even though we do provide an entire warning tag dedicated to warning of this, if a customer goes to the beach or swims by the pool for a few hours and the flip flops shrink, then it is acceptable to issue a return.

Customer admits to leaving the flip flops in direct sunlight for a prolonged period of time such as at the back or front door step, in the back window of a car, in the boat etc.

flip flops fades:

If the flip flops have faded through general use, they are within the warranty period, they have not been left exposed in the sun for a prolonged, then it is acceptable to issue a product return.

If the flip flops have faded through being left exposed in the sun for a prolonged, then it is not a valid reason for product return. Most items that are left in the sun for a prolonged period will fade.


In the event that we or you decide that the flip flops is covered by our warranty, then if you are happy to do so, provide the customer with the replacement pair in store and we will provide you with a discount code for use on the retailer website in which the flip flops can other be sent to you straight away or included with your next order.

In short, if it is within 6 months it is covered by warranty. You can replace them in store and we will send you a discount code or they can complete an online returns form themselves.

If for some reason the return cannot be worked in store, then please contact us and we can either offer guidance or take over processing the return for you.