Returns Policy
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What is your latest Returns Policy for online purchases?
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.
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.
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What is your latest Returns Policy for in-store purchases?
This policy applies to in-store purchases only. Please see our Online Returns Policy for purchases made online.
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.
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 itemsWe 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.
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What is your Faulty Assessment process for in-store purchases?
If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.
If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below- 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.
Check out our Returns Policy.
If your complaint does not relate to a purchase, please contact our Kicks Team.* Proof of purchase is required to initiate a Faulty Assessment.
*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.READ FULL ARTICLE -
What is your Faulty Assessment process for online purchases?
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.Want more info? Check out our in-store faulty assessments guide.
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 Kicks Team for a faulty assessment.
Alternatively, if you cannot make it to your local store, you may contact our Kicks Team 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.* Proof of purchase is required to initiate a Faulty Assessment.
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*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.