Returns

Items purchased in-store must be returned to a Platypus Shoes store near you. 

We're constantly checking Government updates and directives, so if a city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't include the days those stores are closed. We’ll waiver the returns period once our stores have opened if you haven't been able to return within the 30-day period. 

Please note, the returned item(s) must meet our return conditions, as stated in our in-store returns policy.

Item(s) purchased online can be returned to a store near you. If our stores are closed in the instance of a lockdown, don’t worry! Our 30-day policy remains; however, we won’t include the days that stores and/or post offices have been closed. We’ll waiver the returns period once our stores have reopened. 

Alternatively, you can process an online return through our Returns Portal. You can follow our easy how-to guide here.
 

Please note, the returned item(s) must meet our return conditions, as stated in our online returns policy. 

Click & Collect purchases can be returned to a store near you. If our stores are closed in the instance of a lockdown, don’t worry! Our 30-day policy remains; however, we won’t include the days those stores have been closed. Please hang onto your item(s) until our stores have reopened. We will waiver the returns period once our stores have reopened. 
 

Alternatively, you can process an online return through our Returns Portal. You can follow our easy how-to guide here.
 

Please note, the returned item(s) must meet our return conditions, as stated in our online returns policy. 

Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store. 

Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, city or state 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

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. * 

RETURN OPTIONS:

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 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.

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.

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

Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, city or state 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. 

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 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.

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.  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:

1. Lodge your faulty claim from your Account. If you checked out as a guest, head to our guest Returns Portal
2. Follow the steps and select your reason for return (faulty goods)
3. Provide a brief description of the fault and upload three photos (tops, soles and the fault)
4. Hit submit. Our Customer Experience Team will review your claim
5. 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.

• 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.

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.

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.

It’s important to take care when packaging your return to ensure that the shoe box is undamaged. To meet the conditions in our Returns Policy, returns cannot be sent with the shoebox taped up, written on or exposed. 

We suggest turning the original packaging or a reusable shopping bag inside out to package your return in and protect it during transit. 

Alternatively, you can purchase a satchel from the post office to return your order in.

The returns shipping fee is $10, which can be paid for in the Returns Portal.

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're 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.

If you made a purchase in a store, you must return your item to a store location. 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 as long as the items are in their original condition, with tags attached, in their original packaging and proof of purchase.

Unfortunately, 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. 

If your item meets our Returns Policy, you are welcome to return it to our online store and we will initiate a refund for your order.

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.

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.

Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy. 

Exchanging online 

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process. 

Exchanging in-store 

Our in-store team will happily process exchanges for store purchases and online purchases made with a credit card.

Afterpay Conditions

Afterpay purchases cannot be exchanged in-store or online. If you wish to swap for an item of a higher or lower value, you must first return your purchase and then re-purchase under a new Afterpay order.

PayPal Conditions

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style.