Returns & Exchanges

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.

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 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 Returns Policy. 

You'll receive a refund on the sale price paid. 

If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item(s) meets our return conditions. 

Please note: If you payed with Afterpay, our team will refund your original order, then help you with a new purchase. 

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 online exchanges. Feel free to post your item back to us for a refund and then place a new order.

I purchased in-store 

If you originally shopped in-store and have had a change of mind, feel free to visit any Platypus Shoes store for an exchange. 

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 product at no extra cost, pending stock availability. 

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. 

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. 

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.

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.

We charge a flat $10 fee for a prepaid shipping label which is paid for in the Returns Portal. Once you've completed your return, you'll receive an email containing your prepaid label with further instructions. 

You are responsible for any other costs incurred in returning your item. Pro tip: The original mailer or a reusable shopping bag can be turned inside out and used as a postage satchel. 

For steps on how to book your return via our online returns portal, click here.

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

Purchases made in-store cannot be returned online. If you shopped in-store, feel free to return your item at any Platypus Shoes store. We'll be happy to offer a refund or exchange (pending stock availability), provided the item(s) were purchased within 30 days (with proof of purchase) and are in unworn, original condition, with tags attached and in their original, undamaged packaging. 

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

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 refund on your returns shipping:

1. Login to your PayPal account and activate "Refunded Returns" before shopping and paying with PayPal.
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.

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 PLATAU000...). 
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, 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.

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.