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FAQs

 

Who are After Burn?

Based in Australia our goal is to be the most trusted marketplace for sneakers, apparel and accessories. We source products from our trusted network of resellers and retailers. All products go through a rigorous authentication process by our expert team prior to the order being shipped. Our aim is to provide high end brands at an affordable price. All our products are brand new with original packaging and come with an authenticity guarantee so you can shop with confidence.

What is the Authenticity Guarantee?

Authenticity is the foundation of our business, and every item we sell is inspected by our expert team. Our authenticators are the most experienced and highly trained in the business. In addition, we source our products only from trusted suppliers. Our goal is to be the most trusted marketplace for sneakers, apparel and accessories. It’s our hope that through our efforts, we can create a safe and trustworthy global marketplace. All our products come with an authenticity guarantee. This essentially means a money back guarantee if found inauthentic. The authenticity guarantee gives you the confidence to shop with us.

What is involved during the consignment process?

Once you have carefully selected, ordered and paid for your footwear (including making sure you have ordered the correct size), we will immediately engage with our carefully selected and trusted consignors.

The consignor has 2 business days to post directly to our authentication centre (after we have undertaken a basic inspection via supplied photographs). This process from purchase to delivery can take up-to two weeks (due to postal delays in Australia). However, we do tend to find it takes on average approximately 7-10 days.

Once we have received the product from the consigner, we will proceed to authenticate your order. This part of the process is the most important aspect of the whole journey. We take our time and will not, under any circumstances, compromise this essential part of the process.

Should we find any issues with the footwear, we will contact you and offer you a full refund or source another product via our consigner. Due to our initial screening and trusted consigners, fortunately, we don’t often find ourselves in this situation. Once your product has finally passed our robust authentication process, we pay the consigner. At this point in the journey, we will provide you with your tracking number and immediately post your product via express postage.

What payment methods are available?

We accept Mastercard, Visa, Amex, Diners Club, JCB cards. Buy now, pay later options Humm. Checkout prices are in Australian dollars. For more information visit our Payment Options section.

What is the return/exchange process?

Returns
Due to the nature of the items sold, returns will only be provided in special circumstances and will be assessed on a case-by-case basis.

Change of mind
Will not be accepted as a valid reason for a return once the item has been delivered. This is due to the cost involved in sourcing the product. When a product successfully passes the authentication process After Burn releases the funds into the consignor’s account. After Burn also incurs the cost of shipping.

Item not as described
Please inspect your order upon receipt and contact us immediately at info@after-burn.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In these circumstances After Burn will incur the cost of the return and work with you to resolve the issue immediately. Please note for clothing and sneakers, returns must be unwashed and unworn. All returns must be sent back in original packaging, with all labels/tags attached. All sneakers must be returned in their original sneaker box and an outer box for protection purposes. Any returns sent back without an outer box may be refused and returned to the customer if damaged.

Exchanges
Exchanges may apply to damaged or defective items. If we are unable to exchange your item, we will offer a full refund and notify you when the item has been restocked. If you require an exchange due to the incorrect size, you can only apply for the same item in a different size. Please note you will be charged (AUD) $100 fee for size exchanges. This is to cover the postage cost and additional cost occurred. All cost will be detailed via email before proceeding.

What are your Policies?

Our policies can be found under 'Our Policies' in the footer section. If you have any questions about our policies please contact the support team at info@after-burn.com we will be happy to assist.

How long will delivery take?

Free domestic and international shipping on all orders. All items will be shipped via Australia Post or DHL. Once you have placed your order you will be presented with an order confirmation screen detailing your purchase. At this time you will also be sent a confirmation by email re-stating the details for your records. This email does not however indicate that your order has been or begun to be processed or a confirmation of contract of purchase.

Once we have processed your order you will receive a second email from us detailing what you have purchased and confirming that your order has been processed and shipped. We will also inform you of your tracking reference number. By clicking on the tracking reference link you will be taken to the courier's website where you can see the progress of your delivery.

Order Tracking

You can track the progress of your order using a unique tracking reference number. You can find your number in your order history.

Delivery Time

This varies greatly depending on your customs laws and distance from Australia below is an estimation based on our couriers.

Shipping time for consignment orders:

  • Australia & NZ: 5-10 business days

  • Asia: 5-10 business days

  • Europe: 7-12 business days

  • USA & Canada: 7-12 business days.

  • Rest of the World: 10-20 business days

"Ready to ship" orders will be sent the same business day:

  • Australia & NZ: 1-2 business days

  • Asia: 2-3 business days

  • Europe: 5-7 business days

  • USA & Canada: 5-7 business days.

  • Rest of the World: 7 business days

Please note that these time frames apply to regular (non-pandemic) circumstances. Due to pandemic, depending on your location regulations, there might be slight delays on top of standard delivery times. We ask you to give up to 5 days on top of regular delivery time before getting in touch with our customer service team.

Can I change my delivery address on an existing order?

This may be possible in some but not all cases. Please contact us at info@after-burn.com as soon as possible if you need to update your delivery address. Please refrain from submitting multiple emails as this can cause further delays.

Where can I get updates on my order?

To check out the current status and delivery tracking of your order, please email info@after-burn.com. We will try our best to respond in a timely manner. These are unprecedented times and the impact is global and personal to all of us. We continue to deeply appreciate your continued patience and support and will continue to process authentication and delivery of your footwear as promptly as we are able. Please do not hesitate to contact After Burn with any questions and we will promptly respond in a timely manner. Stay safe and best wishes from the After Burn Team.

I need help with Sizes? 

We advise you double check sizing before making a purchase. If you require assistance, then please do not hesitate to contact us at info@after-burn.com and we will advise you best we can.

 

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