Returns & Exchanges

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 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.

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.

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.

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.

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.

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled. 

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.  

For a comprehensive breakdown of refunds with Afterpay, please see here. 

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.

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 credit card or Afterpay. 

Afterpay purchases will be refunded and your new item processed on a new barcode. 

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. 

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 

1. Login to your PayPal account and activate "Refunded Returns".
2. Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
3. Once approved, your refund will appear in your PayPal account, typically within 5 business days.

What's not included?

1. Any items that haven't been paid for in full with your PayPal account.
2. Any products excluded from our Returns Policy.

1. Log in to your Account to book your return. If you checked out as a guest, use our Guest Returns Form.
2. Select the item(s) that you wish to return. 
3. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
4. 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.
5. Pack your return in another carton or satchel to protect the original packaging.
6. 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.
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 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.

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 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:

-Order confirmation

- Item(s) you are wanting to return.

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. You can then transfer the funds into your bank account if you wish.

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.