Returns

This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

If you're not 100% satisfied with your in-store purchase, you can return your item(s) for a full refund provided the following 4 conditions are met. 

3 Simple Conditions For A Successful Return

Important to note:

• Shoes must be returned in their original, undamaged shoe box. Please note that any damage to the shoebox including being taped up, written on, or crushed will not be accepted. 

In-store conditions

In-store purchases cannot be returned or refunded to the online store at this point in time.

Exchanges & store credit

In-store purchases that are eligible for an exchange within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

Please check out this article for more information on in-store faulty assessments.

Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.

Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns policy remains, but we won't count the days that stores and/or post offices are closed.

If you're not 100% satisfied with your online purchase, you can return your item(s) for a full refund (excluding postage) provided the following 4 conditions are met. 

3 Simple Conditions For A Successful Return

Important to note:

1. Shoes must be returned in their original, undamaged shoe box. Please note that returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside-out plastic shopping bag. *
2. Online returns must be sent from your local post office. We do not accept direct returns to the warehouse.*

*We reserve the right to reject any returns that do not meet these requirements.

Return Options

Exchanges

All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund.
Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

Online conditions:

Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.

Online purchases using PayPal can only be returned online for a full refund. 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. Please see our article on PayPal returns for more information.

Online purchases using Afterpay can be returned online or in-store.

Cost of Returns

You are responsible for the costs of returning any item(s) to our online store. 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. 

How is the refund processed? 

Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.

I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

• exchange for the same item
• exchange for a different size
• a full refund (depending on the payment method)
• disagree that there is a genuine manufacturing fault and therefore not process the return.

We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.

 You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments! If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Product Experts for a faulty assessment.

Alternatively, if you cannot make it to your local store, you may contact our Product Experts below for an assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault. We ask that you include photos of the tongue, side and soles*.

*Please do not send the faulty product back without contacting us first.

* Proof of purchase is required to initiate a Faulty Assessment. 

*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.

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.

You are responsible for any costs associated with returning your order.

You are welcome to post your item(s) back to our online warehouse and we will refund your order as per the 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. 

You can check out our Returns Policy for more information.

Please view our Online Returns Policy before booking 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.

Online Return Instructions

1. Log in to your Account to create your return. If you checked out as a guest, use the Returns Form.
2.  Pop in your order number and the email address used for placing the order. Click 'Start Return'.
3. Select the item(s) that you wish to return. 
4. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
5. Print the provided address label. We recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
6. Pack your return in another carton or satchel to protect the original packaging.
7. Visit your nearest Post Office to pay for and drop off the parcel.*

*Please note -We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Shoes must be returned in their original, undamaged shoebox.

If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

Cost of Returns

You are responsible for the costs of returning any item(s) to our online store. 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. 

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 Australia Post 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.

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 items meet our Returns Policy, you are welcome to return 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.

Head to our Returns Portal to start the process.

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.

Did you know? PayPal refunds return shipping fees. You can check out this link for more information.

Looking for a pair of R.M.Williams’ boots but concerned about sizing?

We currently offer free returns on all online R.M.Williams purchases. Upon receiving your order, if you find your boots unsuitable, get in touch with our Product Experts to organise your free return.

More info? You can check out our Returns Policy.