Returns
Returns Policy
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What is your returns & exchanges policy?
Please note: All in-store and online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days. For further information on holiday returns, please see here.
We want you to be 100% satisfied with your purchase. If you change your mind, we're happy to accept all returns, provided our return conditions are met:
- Item(s) were purchased within 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
Please note: We cannot accept your return if the shoebox is taped, damaged or has postal stickers attached.
How do I return my online order?
Items purchased online can be returned by post, or in-store.
Start your return by clicking "Create Your Return" above, and follow the prompts to purchase and print your return shipping label, then post your item at the Post Office.
Return shipping costs are payable by the customer and shoeboxes must be posted back in a protective satchel. Click HERE for more information on how to book your online return.
Can I return my order in-store?
Whether you shopped online or in-store, you can return your item at any Australian Platypus Shoes store provided our return conditions are met.
Our in-store team can help you with a refund or exchange, pending stock availability.
View our store locator here.
Can I exchange my items?
Exchanges cannot be facilitated online, only in-store. If you wish to return your item online, you can place a new order as a replacement.
Can I return sale items?
We're happy to accept returns of sale items provided the item meets our return conditions above. You can visit us in-store or book an online return.
How will I receive my refund?
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click here for more information.
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Does Platypus have a warranty on products?
Unfortunately, we do not offer a specific warranty on our products.
We review faulty, soiled or damaged items on a case-by-case basis.
If you believe an item you have purchased from Platypus Shoes Australia is faulty, please follow the steps listed in our faulty policy below.
Returns & Exchanges
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Can I return an online order in-store?
Yes. If you've shopped online and had a change of mind, we're happy to offer a refund in-store, provided the item meets our return conditions below:
- Item(s) were purchased within 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) is in its original, undamaged packaging or shoebox
What do I need to bring in-store?
- The item you wish to return in its original, undamaged shoebox or packaging
- Proof of purchase - this can be your email order confirmation, order number (PLATAU..) or bank statement
- If you shopped online with card, please bring the same card in-store so that we can process a refund for you
Can I return my item to any Platypus store?
Yes, you can visit any of our Platypus stores here to return an item.
What if I paid with Afterpay or PayPal?You can still return your item in-store. Your refund will be processed back via your original payment method, whether it's PayPal or Afterpay. Click here for more information.
Will my shipping fee be refunded on return?Any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.
READ FULL ARTICLE -
How do I book a return?
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item meets our returns conditions below.- Item(s) were purchased within 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, undamaged packaging or shoebox
If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.
2. PACKAGE YOUR RETURN
Place the return into a satchel or box so that the product arrives protected and undamaged.Do not use the shoebox as a postage box. If the shoebox is taped, damaged or has postal stickers attached, we cannot accept your return.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.
- Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process
- Entering your order number: Your order number will start with PLATAU. Do not include the # or any other symbols
- Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you
WHAT'S NEXT?
Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.
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Can I exchange my items?
Need a different size or had a change of mind? You can visit us in-store for an exchange! Just make sure that your item meets our 3 return conditions.
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 exchanges by post - feel free to post your item back to us for a refund and then place a new order!
I shopped in-store
If you originally shopped in-store, feel free to visit any Platypus Shoes store for an exchange, pending stock availability. If you payed with Afterpay, our team will refund your original order, then help you with a new purchase.
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 item for the size you need at no extra cost, pending stock availability.
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Why didn't I receive an invoice in my order?
All orders that are sent from Platypus do not include a physical invoice/returns form.
Your confirmation email contains all the required information for tax purposes and doubles as a tax invoice.
If you wish to return your online order, please follow the steps below: -
I lost my in-store receipt, what can I do?
If you have lost your in-store receipt, please be aware these can ONLY be reprinted/located in-store.
You can head back into the store you purchased from, or find your nearest Platypus Shoes store here!
The in-store team will help locate your order in the system and reprint your receipt for you!
Please have the following information prepared so our team can search for your order in the system:
- Bank Statement/Proof of purchase
- Name/Email order placed under
- Date Purchased
- Total Amount
- Item(s) purchased
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I purchased an item that is only stocked online, can I return in-store?
Yes you can!
If you have purchased an item that is only stocked on our website but not in-store, you can still return or exchange the same, as per our returns policy below.