How do I book a return?
Please view our Online Return Policy before submitting a return.
Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements on the off chance you need to return them.
- Log in to My Account to create your return. If you checked out as a guest, use our guest returns form here
- Enter your order number & its associated email address.
Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 & _2). They must be returned separately in the portal as they're recognised as unique order numbers
- Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
- Ensure your details are correct before clicking ‘next’
- Proceed to pay for your return postage via credit card
- Click 'pay now' and your prepaid return postage label will be emailed to you
- Print off your label and attach it to the package (Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging)
- Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services
- Drop off your parcel at your nearest Post Office.
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
If your order was split and you need to return more than one item, please get in contact with our Kicks Team. We'll advise the next steps.
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
Returns shipping is a flat fee of $10 paid for in the Returns Portal. 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 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.READ FULL ARTICLE
How do I package my return?
It’s important to take care when packaging your return to ensure that the shoe box is undamaged. To meet the conditions in our Returns Policy, returns cannot be sent with the shoebox taped up, written on or exposed.
We suggest turning the original packaging or a reusable shopping bag inside out to package your return in and protect it during transit.
Alternatively, you can purchase a satchel from the post office to return your order in.READ FULL ARTICLE
Do I need to pay for return postage?
The returns shipping fee is $10, which can be paid for in the Returns Portal.
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're 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 a credit card.
Afterpay purchases cannot be exchanged in-store or online. If you wish to swap for an item of a higher or lower value, you must first return your purchase and then re-purchase under a new Afterpay order.
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!
This can be useful as orders paid with PayPal cannot be returned in-store and will need to be returned online for a refund. Follow the steps below to get your money back on return shipping.
How to receive a
- Login to your PayPal account and activate "Refunded Returns" before shopping and paying with PayPal.
- 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.
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'm having issues with the Returns Portal?
Need help returning your item(s)?
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
- 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, 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.
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'll be able to transfer the funds from PayPal into your account.
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.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.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