FAQ

Can't find the answer you're looking for? Pease see below some of our most frequently asked questions. Or you can reach us anytime on webchat or call 1300 668 466.

 

1. General questions

Where are Bauerfeind products made?

Bauerfeind products are partly manufactured by hand and entirely produced on site in Zeulenroda-Triebes, Germany from start to finish. Our patented, award-winning products are made with stringent quality controls to ensure that every product delivers the best possible outcomes. We work closely with doctors, clinics and orthopaedic technicians to incorporate the latest medical insights into product development.

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order. You can also opt in for text message updates to be notified each step of the way.

Once your order is shipped we will send you another email/text to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to our customer support team through webchat or email orders@bauerfeind.com.au. If it is urgent call 1300 668 466.

Where do you ship?

We currently ship across all of Australia and New Zealand.

If you are outside Australia and New Zealand, please check the international directory to find your local Bauerfeind distributor: https://www.bauerfeind.com/worldmap/ or contact us for countries not listed.

How long does it take to ship my order?

Your order will be processed quickly. Express orders that are received before 2:30pm, Monday to Friday, are processed and dispatched on the same day.

We offer the following delivery options.

Australia

  • Standard Shipping(FREE): 3-5 business days (Orders $100 & over)
  • Standard Shipping($9): 3-5 business days (Orders under $100)
  • Express Shipping($19.95): 1-3 business days (usually overnight delivery for metro areas)

New Zealand

  • Standard Shipping($12.95): 7-10 business days
  • Express shipping($24.95): 1-3 business days metro



2. Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card.

We additionally offer support for Afterpay, Paypal, Amazon Pay, Apple Pay, and Google Pay.

You can choose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: AUD and NZD.

If your credit or debit card uses another currency, then you will be charged in AUD or NZ, depending on the website you are on. Your bank will apply the corresponding  conversation rate of the currency you choose.

Do you offer a buy now pay later payment option?

Thanks to Afterpay you can buy now and pay later. You will be able to choose that payment option at checkout.

 

 

3. Shipping

Where do you ship?

We currently ship across Australia and New Zealand.

If you are outside Australia and New Zealand, please check the international directory to find your local Bauerfeind distributor: https://www.bauerfeind.com/worldmap/ or contact us for countries not listed.

How long does it take to ship my order?

Your order will be processed quickly. Express orders that are received before 2:30pm, Monday to Friday, are processed and dispatched on the same day. We offer the following standard shipping delivery options:

Australia

  • Standard Shipping(FREE): 3-5 business days (Orders $100 & over)
  • Standard Shipping($9): 3-5 business days (Orders under $100)

New Zealand

  • Standard Shipping($12.95): 7-10 business days

Do you offer express shipping?

We offer express shipping across Australia and New Zealand. You can select express shipping after entering your delivery location.

Australia 

  • Express Shipping($19.95): 1-3 business days (usually overnight delivery for metro areas)

New Zealand 

  • Express shipping($24.95): 1-3 business days metro

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Will I pay taxes for international shipping?

All orders sent to New Zealand are subject to NZ customs regulations, and in some instances there may be slight delays. For further information, please see their website at https://www.customs.govt.nz 

 

 

4. Returns

Do you accept returns?

The following criteria needs to be met for returns and exchanges:

  • You must return/exchange it within 30-days of purchase date
  • All returned/exchanged items must be new, unworn and unwashed. You may try on the products at home to make sure the fit is right but can’t have worn it for activity.
  • All tags and packaging must be in an undamaged, resalable state. If you have removed the tags or no longer have the box unfortunately, we will not be unable to accept the return/exchange.
  • You pay for return shipping. We offer free postage within Australia for any purchase however we do not pay for shipping on returns/exchanges. Unless the product is faulty all return postage costs will be at your expense.
  • If you are concerned that the product is faulty, please contact us to discuss further.

See our dedicated Shipping & Returns page for more information. OR to ask for a return, please contact our customer support team using webchat.

Can I exchange an item?

We accept exchanges and they follow the same conditions as returns

In order to request an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support. Items must be in  new condition and only tried on for fit. Products that have been used beyond trying on will not be accepted for exchange.

Are returns free?

Unless the product is faulty all return postage costs will be at your expense. We offer free postage (for orders over $100) within Australia however we do not pay for shipping on returns/exchanges.

How long does it take to process a return?

Returns are confirmed within 5 business days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 5 business days of our services accepting your return.

 

 

5. Other questions

Do you have a physical store?

Yes you can visit us in person at our flagship Sydney Store: 

  • Shop 2A, 227 Elizabeth Street, Sydney NSW 2000. 

Is there a warranty?

Bauerfeind guarantees all goods will be free from manufacturing defects for a period of 12 months from date of purchase for Orthopaedic (e.g. Supports and braces) products and 30 days for Phlebology (e.g. VenoTrain Compression Stockings) and 6 months for Insoles and Heel Cushions.

Normal wear and tear or incorrect usage of the product is not considered a defect. The sole remedy for any breach of this warranty will be for Bauerfeind, at its option, to either replace the affected goods or refund to you the purchase price.

If you have a return or exchange request resulting from a defective item please email our customer support team at warranties@bauerfeind.com.au for more information on how to proceed.