Returns & Exchanges

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.

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 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 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. 

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:

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

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. 

If you paid a shipping fee for your order and you return your item(s), you will not be refunded for the shipping fee. 

Free Shipping is applicable on any orders over $150, as the shipping fee is a separate cost from your item(s), you will only be refunded in full for the cost of the item(s) you purchased on that order. 

Please note: This also applies to any online orders that are returned in-store. 

All refunds must be returned back to the original payment method used. 

If you no longer have access to your card, your financial institution will release the funds to the account that your card was linked to - so you will need to reach out to them for more information.

To return or exchange an item that has been gifted to you, we require a receipt or Proof of Purchase from Platypus Shoes either online or in-store. 

As we stock many brands and items, we do need to identify that the item has been purchased directly from Platypus Shoes to assist with a return or exchange. 

If you cannot locate your receipt or proof of purchase, we can attempt to locate it for you if you are able to provide:

• A bank statement/purchase
• The email the order was placed under
• The date/time/store the order was placed

You can check the delivery status of your return by entering your return tracking number here. 

(Your tracking number can be found on your returns form that was issued via email when you organised your return online) 

Please allow 2-5 business days for your online return to reach us.

Once this reaches us, we will process the return within 2-3 business days and notify you via email regarding your refund.

Refunds will be automatically issued back to your original payment method. Please allow up to 5 business days for funds to reflect in your account.

Yes you can!

If you have organised a returns label through the online portal but you have changed your mind, we can have this cancelled and refunded for you!

To organise this, please get in contact with our Kicks Team here. 

We will gladly accept returns of sale items, provided they meet our return conditions below.

Visit us in-store or book an online return, our Kicks Team will be happy to help! You'll receive a refund on the sale price paid. 

• 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.   

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. For more information on PayPal refunds click here. 

Afterpay 
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For a comprehensive breakdown of refunds with Afterpay, click here. 

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.

Return shipping costs are payable by the customer.

When booking an online return you will be prompted to pay a flat, $10 fee for a prepaid shipping label. After you've completed the return booking process, you'll receive an email containing your prepaid label to print and secure to your return parcel. Click here for more information on booking an online return. 

If you would like to avoid return postage fees, you're welcome to visit any Platypus Shoes store and return your shoes in person. 

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. Any orders returned in a taped-up or damaged shoebox, or with the label stuck to the shoebox, will be rejected and returned to sender.

Having trouble with our online returns portal? 

There may be a few reasons as to why it's not working:

1. Have you double-checked our Returns Policy? Some item(s) may be excluded. 
2. Have you entered your order number correctly? Do not include the # or any other symbols (e.g. Enter only PLATAU...). 
3. Has your purchase exceeded the 30-day returns period? Our Returns Portal is only able to accept returns within the returns period. 
4. Are you trying to return multiple items and keep experiencing an error message? Please get in touch with our Kicks Team below. Remember to include your order number and the item(s) you wish to return to help speed up the returns process. Our Kicks Team will be in touch with the next steps.

PayPal orders can be refunded online or in-store. PayPal will be in touch once they have finalised your refund.

We are unable to accept returns at our warehouse or office due to OH&S restrictions. 

Please follow our approved return procedures to ensure your return is processed correctly. If you wish to avoid return postage fees, feel free to return your item at any Platypus Shoes store.