Returns & Refunds

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.

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. 

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.

A quick update - we are accepting online returns again! However, deliveries to our returns warehouse will experience delays and processing times will be extended. Please allow an extra 2 - 6 business days for our team to process your return.

As of Thursday 14th May, our stores will be open and you can head in-store to return your items. Items purchased through Paypal will still need to be returned online. Check out our returns policy below.

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! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.

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.

• Online purchases using credit/debit cards may be refunded or exchanged in-store or online
• Online purchases using PayPal can only be returned to the online store.

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 2-5 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

Exchanges & store credit

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

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.

Faulty items

Returns will be accepted on any faulty item(s) returned 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 below 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.

• 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, please follow the below steps.

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. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Customer Experience team for a faulty assessment.

Alternatively, if you cannot make it to your local store, you may contact our Customer Experience team below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.* 

*Please do not send the faulty product back without contacting us first.

*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.

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return or exchange within 30 days of purchase. Double-check that your items meet our in-store or online Returns Policies.

Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.

Also, purchases made through PayPal cannot be returned in-store. They need to be returned online. 

3 main requirements:

• Returned within 30 days of purchase (with proof of purchase available if requested).
• Unworn, unwashed and undamaged with original tags attached.
• In original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.

You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.

Our guide on how to organise your return will help you through the returns process. 

CAN I RETURN OR EXCHANGE AN ITEM I BOUGHT MORE THAN 30 DAYS AGO?

We're happy to accept change of mind returns within 30 days of receipt where the item is in new, unworn, unwashed and otherwise undamaged condition with tags attached and in their original packaging. We are unable to accept items that fall outside of this timeframe and requirements.

Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and returning your existing item.

Please refer to our Returns Policy to see full details, however, if your item was purchased more than 30 days ago, Platypus cannot offer a refund.

I MADE A PURCHASE ONLINE. CAN I RETURN IN-STORE?

Yes! As long as you didn't use PayPal to purchase the item, you can head in-store to exchange or return items that meet our return conditions and have proof of purchase with you (your confirmation email is proof of purchase!). 

If you paid with PayPal, you'll need to return online. 

I MADE A PURCHASE IN-STORE. CAN I RETURN ONLINE?

Having difficulties? Get in touch with the Customer Experience team below and we’ll be able to assist you.

You are responsible for any costs associated with returning your order.

You are welcome to post your return back to our online warehouse and we will refund your order as per your original payment method.

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 would like to avoid return postage fees, you are welcome to visit one of our stores and return your shoes in person. Please note, we can not facilitate Paypal refunds in store. 

You can check out our Returns Policy for more information.

Due to the impact of COVID-19, please refer to our strict hygiene & social distancing measures before heading into the store to return your order.

You can simply return to your store of collection if you have changed your mind about your recent Click and Collect purchase. Keep in mind, we can't refund PayPal orders in-store. You are also welcome to post your Click and Collect back to us for return. 

Our general Returns Policy applies.

Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your return tracking number so you can track your order and see when it reaches us.

When your return arrives, it will be processed by our returns warehouse within 2-5 business days*. Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.*

Any questions? Please get in touch with our Customer Experience team below.

*Please allow an additional 1-2 business days for your return to be processed over Public Holidays.

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

Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

You can check out our Returns Policy for more information.