Returns
Returns Policy
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What is your latest Returns & Exchanges Policy for online purchases?
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 returnRETURNED 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.
RETURN OPTIONS:
CREDIT CARD PURCHASES PAYPAL PURCHASES AFTERPAY PURCHASES RETURN ONLINE Refund Available Refund Available Refund Available RETURN IN STORE Exchange, store credit or refund available. Refund and Exchange available. Refund available. Exchanges
All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.
Cost of returns
The returns shipping fee is $10 paid for in the Returns Portal. 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 all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
How is the refund processed?
Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.
I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.
I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.?
Faulty items
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.
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What is your latest Returns & Exchanges Policy for in-store purchases?
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.
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 online purchases?
We're so sorry to hear that your item is faulty.
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:
- Lodge your faulty claim from your Account. If you checked out as a guest, head to our guest Returns Portal
- Follow the steps and select your reason for return (faulty goods)
- Provide a brief description of the fault and upload three photos (tops, soles and the fault)
- Hit submit. Our Customer Experience Team will review your claim
- 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.
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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 here.
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
Returns & Exchanges
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How do I book a return?
Please view our Online Return Policy before submitting a return.
Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements on the off chance you need to return them.
- Log in to My Account to create your return. If you checked out as a guest, use our guest returns form here
- Enter your order number & its associated email address.
Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 & _2). They must be returned separately in the portal as they're recognised as unique order numbers - Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
- Ensure your details are correct before clicking ‘next’
- Proceed to pay for your return postage via credit card
- Click 'pay now' and your prepaid return postage label will be emailed to you
- Print off your label and attach it to the package (Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging)
- Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services
- Drop off your parcel at your nearest Post Office.
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
If your order was split and you need to return more than one item, please get in contact with our Kicks Team. We'll advise the next steps.
Please note: We reserve the right to reject any returns that do not meet these requirements.Shoes must be returned in their original, undamaged shoebox.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
Cost of Returns
Returns shipping is a flat fee of $10 paid for in the Returns Portal. 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.
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 return tracking number so you can track when it reaches us.
If approved, refunds are 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.
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Can I return a sale item?
You are most welcome to return a sale item, as long as it meets our Returns Policy.
You'll receive a refund on the sale price paid.
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Can I exchange my items?
If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item(s) meets our return conditions.
Please note: If you payed with Afterpay, our team will refund your original order, then help you with a new purchase.
I purchased onlineIf you originally shopped online and had your order delivered, feel free to visit any Platypus Shoes store for an exchange. Unfortunately, we do not offer online exchanges. Feel free to post your item back to us for a refund and then place a new order.
I purchased in-store
If you originally shopped in-store and have had a change of mind, feel free to visit any Platypus Shoes store for an exchange.
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.
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How do I package my return?
If you're returning an item via post, please make sure the original packaging/shoebox is undamaged. Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
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Do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition. -
How will I receive my refund?
You will be refunded according to your original payment method within 2-5 business days* of your return being processed:
Debit or credit card
Your refund will reflect in your account within 2-5 business days of your return being processed.
PayPal
We will initiate your refund, and PayPal will be in touch once they have finalised your refund.
Afterpay
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.
Platypus Shoes Gift Card
If you are returning an item that was purchased with a Gift Card, a refund will be issued in the form of a new Gift Card.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
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How much does it cost to return an item?
We charge a flat $10 fee for a prepaid shipping label which is paid for in the Returns Portal. Once you've completed your return, you'll receive an email containing your prepaid label with further instructions.
You are responsible for any other costs incurred in returning your item. Pro tip: The original mailer or a reusable shopping bag can be turned inside out and used as a postage satchel.
For steps on how to book your return via our online returns portal, click here.
If you would like to avoid return postage fees, you're welcome to visit any Platypus Shoes store and return your shoes in person.