Returns

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 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.

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.  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.

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. 

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 online 

If 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. 

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. 

Do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition. 

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.

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.