Returns

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.

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 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.

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.

 3 simple conditions for a successful return:

• Item(s) were purchased in the last 30 days and proof of purchase can be provided.
• Item(s) must be unworn & undamaged with original tags attached.
• Items are in their original packaging (shoebox) and in 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. *

In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time.

Exchanges & store credit

In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

Credit notes are valid for 12 months.

Credit notes must be presented at time of redemption.

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

Please click here for more information on in-store faulty assessments.

• exchange for the same item
• exchange for a different size
• a full refund (depending on the payment method)
• disagree that there is a genuine manufacturing fault and therefore not process the return.

We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults. 

You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments. If the item is deemed faulty, our team will be able to assist you. Alternatively, if you cannot make it to a store, you can lodge a faulty claim through our Returns Portal. Our Kicks Team will review your claim.

Follow the below steps to lodge a faulty claim request: 

Step 1: Head to our Returns Portal.

Step 2: Follow the steps and select your reason for return (faulty goods) 

Step 3: Hit submit. Our Customer Experience Team will review your claim 

Step 4: If approved, you'll be sent a follow up email with further details 

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair). 

 *If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn. 

PayPal orders can be returned online or in-store, provided they meet our Returns Policy. Find your nearest store here.

Prefer to return online? Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item meets our Returns Policy requirements.

Exchanging online 

Orders returned online are issued with a full refund only. If you’re unable to visit us for an exchange, we recommend processing an online return, then placing a new order. Our online return instructions will guide you through the process. 
 
Note: In-store purchases cannot be returned online, please pay us a visit!

Exchanging in-store

All online and in-store purchases can be exchanged in-store. If you’ve purchased through Afterpay, our team will refund your original order, then help you with a new purchase. 

What if I bought it online, whilst on sale, and it's now back to full price?

Please visit us in-store! Our team will swap your product at no extra cost, pending stock availability. 

The returns shipping fee is $10 paid for in the Returns Portal.  

Please note: We do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item. 

Organise your online return here. 

If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. 

Need more info? Check out our Returns Policy.

You are most welcome to return a sale item, as long as it meets our return conditions. 

If you purchased at sale price, you'll receive a full refund for the sale price paid. 

You can check out our Returns Policy for more information.

You can simply return to your store of collection if you have changed your mind about your recent Click and Collect purchase.

Our general Returns Policy applies.