Returns Policy

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 3 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

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.

Update 06/10/21: We're experiencing a technical issue where customers cannot lodge a claim directly from their logged-in account. Please use our guest returns form in the meantime. We apologise for the inconvenience and hope to have it sorted as quickly as possible.

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 the store.  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 form 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.