Returns & Exchanges

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 30 days of purchase. Double-check that your items meet our Returns Policy and the three main requirements:

• returned within 30 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. 

I purchased my item more than 30 days ago - can I still return or exchange?

Unfortunately, we can only accept change of mind returns and exchanges within 30 days of purchasing. If your item falls outside of this time frame we will not be able to facilitate a change of mind return or exchange. 

I purchased my item online - can I return or exchange in-store?

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.

I purchased an item in-store - how do I return or exchange?

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.

I want to exchange or return an item, however, I purchased it from somewhere else?

We want you to be completely satisfied with our products and we're sorry to hear that your purchase doesn't meet your needs.

If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, we are unable to facilitate exchanges or refunds from our end for purchases made with other retailers.

Once the place of purchase has assessed your item(s) they will be able to advise the next steps!

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

If you would like to avoid postage fees, you are welcome to head into your local store and return the item in person, as long as you meet the below return conditions. Please note that we are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.

Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

 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.

1. Ensure you meet our 3 simple conditions for successful returns.
2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.
3. Select the item(s) that you wish to return. 
4. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
5. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
6. Pack your return in another carton or satchel to protect the original packaging.
7. 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.

WHATS NEXT?

Please allow time for your return to reach our warehouse. This time may vary depending on your location.

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.

Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

How do I return when I purchased with Paypal?

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.

How do I return when I purchased with Afterpay?

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 

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 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.

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. 

You can check out our Returns Policy for more information.

We apologise that we are experiencing a technical glitch that means orders get stuck in the "Processing" stage in our system despite being completed. 

If you are experiencing problems with creating a return label because of this issue, please get in contact with our Customer Experience team here and they will be able to assist you.

You are most welcome to return a sale item, as long as it meets our return conditions. 

Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

You can check out our Returns Policy for more information.

We are experiencing delivery delays to our returns warehouse. This is due to the impact of COVID-19 on Australia Post and the TOLL global outage. These delays will also result in an additional refund processing delay of 2 - 5 business days. We apologise for the inconvenience! Our teams are working hard to process your refunds as promptly as possible.

Returns timeframes below have been updated accordingly to consider these changes, however, they are estimates. 

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.

When your return arrives, it will be 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.

Any questions? Please get in touch with our Customer Experience team below.