Returns

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.

For orders placed after the 4th of August 2020, our returns policy has been extended to 60 days.

We want you to be completely satisfied with our products and we will gladly accept returns within 60 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

Please note that all 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. *

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.

RETURN OPTIONS:

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.

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 through our Returns portal 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. Please hold onto your Australia Post return tracking number so 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.

This policy applies to in-store purchases only. Please see our Online Returns Policy for purchases made online.

VIC EXTENDED RETURNS: Our Metro Melbourne stores are closed. If we’re closed for longer than intended, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.

Please note: We have extended our returns policy from 30 days to 60 days, until further notice.

We want you to be completely satisfied with our products and we will gladly accept returns within 60 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 60 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 60 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.

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. In this case, you will need to contact our Online Customer Experience team for a faulty assessment.

Please provide the below information when contacting our team as it helps to speed up the process:

1. Order number or proof of purchase

2. Photos of the faulty item(s) from all angles

*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.

• 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.

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 our Returns Policy and bring your proof of purchase. Your confirmation email also acts as proof of purchase.

You cannot return an item purchased with PayPal in-store. You'll need to organise an online return.

If you paid for your order via AfterPay, you are welcome to head to your nearest store and return the item in person OR you can post your item back to our online store. Take a look at our Returns Policy to find out more information.

When your refund is processed, AfterPay will send you an email and make the necessary adjustments to your payment schedule.

For example, if you've made two repayments you will be refunded for those two payments and all further payments will be cancelled.

Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode. If you have any further enquiries regarding Afterpay, head to their website for more information.

 Got questions? Reach out to our Customer Experience team below and they'll help you out 

If you made a purchase via PayPal, please note that we cannot accept returns to any of our stores.

You are welcome to return your item to our online store if it meets our Returns Policy and we will refund your order in accordance with your original payment method.

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

Head to our Returns Portal to start the process!

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.

Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

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.

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. Please note, we can not facilitate Paypal refunds in store. 

Need more info? Check out our Returns Policy.

1. Log in to your Account to book your return. If you checked out as a guest, use our Guest Returns Form.
2. Select the item(s) that you wish to return. 
3. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
4. Print the provided shipping label. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
5. Pack your return in another carton or satchel to protect the original packaging.
6. Visit your nearest Post Office to pay for and drop off the parcel.

Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

What's next?

Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your Australia Post return tracking number so you can track when it reaches us.

If approved, refunds are 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.

Ordered the wrong size or had a change of mind?

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 60 days of purchase. Double-check that your items meet our Returns Policy and the three main requirements:

• returned within 60 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.

Please follow the instructions here on how to organise your return.

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