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.
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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.
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Will I be refunded the shipping cost if I return my order?
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.
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Can I be refunded back to another card?
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.
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Can I return or exchange a gift?
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
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How do I know when my return has been recevied?
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.
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Can I cancel my online return?
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.
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Can I return a sale item?
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.
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I believe my item is faulty?
We’re sorry to hear that your item may have a manufacturing fault! We recommend the following, depending on whether you shopped online or in-store.
I purchased the item online
Please submit your item for assessment via our Returns Portal HERE and choose ‘Faulty’ as your return reason. You will be prompted to provide images of the item, clearly showing the fault and product from all angles. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item at a Platypus store
Feel free to visit any of our Platypus stores, along with proof of purchase or order number, and speak to a manager for an assessment. If the item is deemed faulty, the manager can help you with a refund or exchange, pending stock availability. View our store locator HERE. -
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.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.
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How much does it cost to return an item?
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.
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How do I package my return?
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.
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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. -
I'm having issues with the Returns Portal?
Having trouble with our online returns portal?
There may be a few reasons as to why it's not working:
- Have you double-checked our Returns Policy? Some item(s) may be excluded.
- Have you entered your order number correctly? Do not include the # or any other symbols (e.g. Enter only PLATAU...).
- Has your purchase exceeded the 30-day returns period? Our Returns Portal is only able to accept returns within the returns period.
- 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.
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Can I return a PayPal order in-store?
PayPal orders can be refunded online or in-store. PayPal will be in touch once they have finalised your refund.
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Can I return my item to your warehouse in-person?
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.
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