Do I need to pay for return shipping?
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: 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 are 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.READ FULL ARTICLE
Can I return an in-store purchase online?
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.READ FULL ARTICLE
Can I return a PayPal order in-store?
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.READ FULL ARTICLE
Did you know? PayPal refunds return shipping fees! You can check out this link for more information.
Can I exchange my items?
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.
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.
Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay.
Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card.
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.
What is PayPal Free Returns?
If you purchased via PayPal, you can request a refund from PayPal on your return shipping costs - up to $45 per return and 8 returns each year!
How to receive a
- Login to your PayPal account and activate "Refunded Returns".
- Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
- Once approved, your refund will appear in your PayPal account, typically within 5 business days.
What's not included?
- Any items that haven't been paid for in full with your PayPal account.
- Any products excluded from our Returns Policy.
Activate Refunded Returns now.
How do I book a return?
Please view our Online Return Policy before submitting a return.
Online Return Instructions
- Log in to your Account to book your return. If you checked out as a guest, use our Guest Returns Form.
- Select the item(s) that you wish to return.
- Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
- Print the provided address label. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
- Pack your return in another carton or satchel to protect the original packaging.
- 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.
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
You are responsible for the costs of returning any item(s) to our online store. 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.
Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your Australia Post 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.
Can I return a sale item?
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.READ FULL ARTICLE
I can't return my order because it's 'Processing'?
We apologise - 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 Kicks Team and we'll be able to help you out.
Please remember to include the below information when contacting our team as it helps to speed up the process:
- Item(s) you are wanting to return.READ FULL ARTICLE
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.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You can then transfer the funds into your bank account if you wish.
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.
*Due to the increased volume over sales periods, please allow an additional 1-2 business days for refund processing.READ FULL ARTICLE
Can I return my item to your warehouse in-person?
Unfortunately, customers cannot attend our warehouse or office to return items due to OH&S restrictions.
If you attempt to return your item in person, your item will not be accepted for return.
Please follow our approved return procedures to ensure your return is processed correctly.
If you wish to avoid return postage fees, you are welcome to return your item in-store if you paid via Afterpay or credit card. Paypal orders must be returned online.READ FULL ARTICLE