Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.
Updated as of 25/08/21: We're constantly checking Government updates and directives, so if a town, region or city-wide lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
| CREDIT CARD PURCHASES | PAYPAL PURCHASES | AFTERPAY PURCHASES | |
| RETURN ONLINE | Refund Available | Refund Available | Refund Available |
| RETURN IN STORE | Exchange, store credit or refund available. | No refund available. Exchange available for size only. |
Refund available. No exchanges |
3 simple conditions for a successful return:
|
RETURNED WITHIN 30 DAYS OF PURCHASE |
ITEM(S) ARE UNWORN & UNDAMAGED |
IN ORIGINAL PACKAGING AND CONDITION |
|
Item(s) were purchased in the last 30 days and proof of purchase can be provided. |
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached |
Item(s) are in original packaging or shoebox in their original condition |
Shoes must be returned in their original, undamaged shoebox. Returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside-out plastic shopping bag to protect the shoebox during transit. *
*We reserve the right to reject any returns that do not meet these requirements.
Online conditions:
Online purchases using credit/debit cards may be refunded or exchanged in-store or online.
Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
Online purchases using Afterpay can be returned online or in-store.
Costs of returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) remain your responsibility until they reach our warehouse.
If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged here.
Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
Refunds
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your return tracking number, that way you can track your order and see when it reaches us.
Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
Faulty items
If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.
If this is the case, please contact our Kicks Team with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.