FAQ
Orders and Delivery
What forms of payment do you accept?
We accept credit cards from Visa, MasterCard and American Express, as well as Paypal, Zip, and Direct Bank Deposit.
We DO NOT accept Diners Club, JCB, or wire transfers, but we may do in the future.
Where do you ship my items from?
We mainly ship your gear from our Melbourne store. However, we also ship gear from our warehouse, as well as our country stores in Shepparton, Albury and Bendigo.
Do you ship internationally?
At the moment, we only ship to New Zealand, this excludes bulky/hardware items, and Burton and Anon products. We apologise for any inconvenience. For orders to New Zealand, we use Australia Post for shipping, please note delivery takes 7-10 business days approximately, due to delays through New Zealand customs.
Any shipment leaving Australia is subject to customs inspections as well as extra duties, tariffs, or “Value Added Taxes” (VAT).
These are 100% your responsibility and we have no control over what additional charges are added to your order, and because of this, we have no estimate to give you of how much the final cost will be.
I’m trying to locate my order. How do I track the delivery?
You will receive a shipping confirmation email once your order is processed through our dispatch system, this email will have a link to track your order.
Returns and Exchanges
What is your return policy?
All Online purchased items to be returned for refund or exchange must be shipped back to Auski within 30 days of the original purchase.
All returned items must be presented in their original packaging or box, unworn, unused, re-sellable condition with product tags attached. If you are returning an item that is boxed (e.g. snowboard boots) the original product box must not be marked, sticky taped, or used as the shipping box. Please rewrap the box in the original wrapping it arrived in before posting back to us. Please note that products sealed for hygiene reasons (e.g. swimwear, underwear, watches, and jewellery) can only be returned if the seal is intact, unless product deemed faulty.
Visit our Terms and Conditions Page for full details.
Returning for an exchange?
If you wish to exchange to another size, but are on a tight time schedule, we recommend placing a new order for the size required, and requesting a refund for the item you are sending back. For exchanges, we can put aside the size required, just let us know the item and size to put aside in your return request.
Please visit our Returns Center page to begin.
Once returns are received, exchanges are processed by the next business day, and a shipment notification will be sent once shipping is booked.
You are welcome to exchange in store for a different size or different item, please bring your order invoice with you when doing this.
Will you refund the shipping charges on my parcel?
For any online sale returns, if the reason for the return is not a result of an Auski error, the original shipping and return shipping costs are not covered by Auski.
Returns can be sent via Australia Post or an alternative courier. There is no Reply-Paid option available.
If you have experienced a shipment error, please send us an email, and we'll resolve it as soon as possible.
Product Questions
I've got a sizing enquiry. Which size is best?
If there is no sizing chart already attached to the product you're enquiring about, we'd recommend checking the brand/manufacturer (e.g. Burton, Rip Curl, etc) website for a sizing chart. We're happy to answer any questions via our contact page for specific enquiries.
I’ve used my items and believe something is defective – what do I do?
Any equipment – snowboards, skis, boots, bindings, etc. – have some form of warranty provided by the brand manufacturer. The “final say” goes to that manufacturer however – NOT US – as to whether they consider it a fault or not.
If your items have a defect on or in the product (attributed to the manufacturer) not caused by yourself and it is within that company’s warranty period, then you may well be liable for a replacement or exchange.
Please contact us for further information.
I’ve sent some items back from my order. Have you received them?
If you’ve returned your item(s) via Express Post, they will normally arrive the next business day. For returns sent via regular post, they can take up to 14 days to arrive, please allow at least 7 days for us to receive your return.
Once received, returns will be processed on the next business day for exchange or refund.
You will receive an email notification from us once the return has been processed. Please check your email inbox to see if you have received the email notification from us.