Order Issue

We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps:

1. Log in to your Account to start a Return. If you checked out as a guest, use our Guest Returns Portal
2. Follow the steps and select this reason for return: dispatch error
3. Provide a brief description of the fault and upload three photos (tops, soles and the fault)
4. Hit submit. Our Kicks Team will review your claim
5. If approved, you'll be sent a follow-up email with further details.

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

We're so sorry to hear that your new kicks have arrived incomplete! 

If you're missing shoelaces please reach out to our Kicks Team below, we'll be happy to assist. 

We're sorry that your order is missing an item! If you've ordered more than one item, we often send items separately from different warehouses, so they may arrive at separate times. We recommend the following: 

1. Check your emails to see if you've received any additional tracking numbers. Each item will have a unique tracking number if your order has been split. 
   
   
2. No emails? Get in touch with our Kicks Team via Live Chat, on 1800 820 851 or via email and we'll locate your missing item(s). 

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The shoebox is part of the experience so we're sorry it's arrived in this condition.

Reach out to our Kicks Team through our Contact Us page below, and we'll gladly assist. 

If you haven't received what you ordered please follow the below steps so our Kicks Team can help you. 

1. Visit our Guest Returns Portal and enter your order number (starts with PLATAU) and email address. 
2. Follow the steps and select 'dispatch error' as your reason for return. 
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
4. Hit submit. Our Kicks Team will review your claim.
5. If approved, you'll be sent a follow-up email with further details. 

We aim to fulfil every order placed on our website, however, if your order has been cancelled this may be due to:  

• An oversell of the item.  
  If an influx of orders is received for an item at the same time, there is a small possibility that we cannot fulfill every order. If this happens, you will receive an email indicating that a particular item you ordered is out of stock and you will be refunded the amount you paid for the item(s). 

• An error in the listing of the item.  
  Although rare, if an item on our site is listed with an incorrect price or product description, your order may be cancelled.  
  
  
• Our system has flagged your order for security reasons. 
  If your order does not pass our security check or we have not received additional information or further verification requested from you, your order may be cancelled. This is to protect our customers, their personal information, and the protection of their funds.  

If you’re still unsure or have concerns regarding your order being cancelled, please get in touch with our Kicks Team below. 

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

Click here for ways to track your order.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.

How does it work?

If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times. Due to this, your items will be delivered separately.