Returns

Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.

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

Beauty (Fragrances & Body Oils/Lotions) & Miscellaneous Items (Books & Candles):

We accept returns within 30 days, provided our return policy requirements are met - the product must be unused, in its original condition and with unopened packaging.

If you believe your product is faulty or experience an allergic reaction, please contact our Customer Experience team.

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.

Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.

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 3 conditions are met. 

3 Simple Conditions For A Successful Return

Beauty (Fragrances & Body Oils/Lotions) & Miscellaneous Items (Books & Candles):

We accept returns within 30 days, provided our return policy requirements are met - the product must be unused, in its original condition and with unopened packaging.

If you believe your product is faulty or experience an allergic reaction, please contact our Customer Experience team.

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.*
3. *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 be returned online or in-store.

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

Cost of Returns

The returns shipping fee is $10. This is paid for in the Returns Portal during the online returns process. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

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 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.  Alternatively, if you cannot make it to a store, you can lodge a faulty claim through our Returns Portal. Our Product Experts will review your claim. Follow the below steps to lodge a faulty claim request: 

1. Lodge your faulty claim from your My Account. If you checked out as a guest, head to our guest Returns forms here.
2. Follow the steps and select your reason for return (faulty goods) 
3. Provide a brief description of the fault and upload three photos (tops, soles and the fault) 
4. Hit submit. Our Customer Experience Team will review your claim 
5. If approved, you'll be sent a follow-up email with further details 

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.

To help you shop with confidence over the holiday period, we've extended our returns period. Any purchases made between the 15th of November and the 31st of December 2021 will have an extended returns period of 60 days. 

If returning your item, please ensure that your item meets our returns policy requirements found here. With social distancing and hygiene measures in place our store team will process a return or exchange as preferred. 

Please note: All orders placed from the 1st of January 2022 will include our standard 30-day returns period.

If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item meets our Returns Policy requirements.

Exchanging online 

Orders returned online are issued with a full refund only. If you’re unable to visit us for an exchange, we recommend processing an online return, then placing a new order. Our online return instructions will guide you through the process. 
 
Note: In-store purchases cannot be returned online, please pay us a visit!

Exchanging in-store

All online and in-store purchases can be exchanged in-store. If you’ve purchased through 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 product at no extra cost, pending stock availability. 

Unfortunately, customers cannot attend our warehouse or office to return items 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, you are welcome to return your item in-store if you paid via Afterpay or credit card. PayPal orders must be returned online.

The returns shipping fee is $10. This is paid for in the Returns Portal during the online returns process. 

Please note: You are responsible for any costs associated with returning your order. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

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.

If you have changed your mind about your recent Click & Collect purchase, you can return it at the store you collected it from. 

Our general Returns Policy applies.

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 My Account to create your return. If you checked out as a guest, use our guest returns form here.
2. Enter your order number and 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 
3. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item 
4. Ensure your details are correct before clicking ‘next’ 
5. Proceed to pay for your return postage via credit card 
6. Click 'pay now' and your prepaid return postage label will be emailed to you 
7. 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) 
8. Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services 
   
9. 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 Customer Experience Team. We'll advise the next steps. 

*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 any one of our stores and return or exchange your shoes in person. 

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.