Returns
Returns Process
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Returns Policy
If you're not 100% satisfied with your purchase, you can return your item(s) within 30 days of placing your order if you meet the below return conditions.
Please note all PayPal transactions must be returned online should you want a refund.*Please note Gift Cards are non-refundable.
RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
IN ORIGINAL PACKAGING AND CONDITION
Item(s) must be returned in the condition they were dispatched in. 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.
Please note we reserve the right to reject any returns that do not meet these requirements.
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.You may also return your items online and you will be provided with a full refund, unfortunately, we can not facilitate exchanges when your order is returned to us in this manner.
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
REFUNDSRefunds will be processed via your original payment method;
- Credit card refunds will be visible within 1-5 business days depending on your financial institution
- PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
- Afterpay refunds will be processed in your Afterpay account 1-2 business days after we receive your returned item
Online conditions:
- Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Platypus team member to assist you
- Online purchases using PayPal can only be returned to the online store
In-store conditions:
- In-store purchases cannot be returned or refunded to the online store at this point in time
- If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund
- Online purchases using PayPal or Afterpay can only be returned to the online store
- Gift cards are non-refundable.
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 Platypus team to decide whether a full refund will be provided
COST OF RETURNS
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
FAULTY ITEMS
Returns will be accepted on any faulty item(s) returned to any Platypus store within a reasonable timeframe
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 Customer Experience Team with as many details as possible about the order.
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How do I book a return?
If you're not 100% satisfied with your purchase, you can return your item(s) in-store or online within 30 days of the order receipt and we will be happy to provide you with an exchange, store credit or refund.
Please ensure that you meet our three conditions for a successful return:
RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
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IN ORIGINAL PACKAGING AND CONDITION
Item(s) are in original packaging or shoe box in their original condition
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How to return an online order in store?
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. just be sure to meet the conditions below and bring your proof of purchase. Your confirmation email is ideal!
Please note, you can not return an item purchased with PayPal in-store - you'll need to post it back to us. For more information on PayPal, returns click here.
3 SIMPLE CONDITIONS FOR A SUCCESSFUL RETURN
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RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
IN ORIGINAL PACKAGING AND CONDITION
Item(s) are in original packaging or shoebox in their original condition
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How do I return an item purchased from a Platypus store?
If you're not 100% satisfied with your in-store purchase, you can return your item(s) to any one of our stores within 30 days if you meet the below return conditions.
RETURNED WITHIN 30 DAYS OF PURCHASE
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
ITEM(S) ARE UNWORN & UNDAMAGED
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
IN ORIGINAL PACKAGING AND CONDITION
If you made a purchase in a store, you must return your item in-person to your nearest store - we are unable to accept in-store returns to our online warehouse.
We will be happy to provide you with an exchange, store credit or refund. Find your nearest store here.
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Who pays for the items I would like to return?
You are responsible for any costs associated with returning your order.
You are welcome to post your back to our online warehouse and we will refund your order as per your original payment method. Unfortunately, we can not facilitate exchanges.
If you would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. Please ensure that the items are within 30 days of purchase, unworn and in their original condition. You will also need to have your proof of purchase with you.
Please note, we can not facilitate Paypal refunds in-store. They must be returned directly back to our online warehouse.
To organise this return and to read our full policy, please click here.
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How can I return if I paid with PayPal?
If you paid for your order with PayPal and would like to return it to us, please get in touch with our Customer Experience team who will assist you to organise your return to us.
PayPal will be in touch once they have finalised your refund and you will need then need to transfer said funds into your bank account if you wish.
Unfortunately, it is in our agreement with PayPal that we are unable to offer in-store exchange or refund orders paid for with PayPal. We can, however, offer an exchange of the same style shoe that was purchased but in a different size (this is subject to product availability).
For more information on how to return your item, please see our Returns Policy.
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