Returns

Returns Policy

• What is your latest in-store returns policy?

  Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a store when trade reopens.
  
  If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
  
  We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

   3 simple conditions for a successful return:

  • Item(s) were purchased in the last 90 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition.

  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 return and within 90 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. 

  
  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.

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• What is your latest online returns policy?

  Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens.
  
  If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
  

  We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available.	No refund available. Exchange available for size only.	Refund available. No exchanges

   3 simple conditions for a successful return:

  • Item(s) were purchased in the last 90 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition.
    
    

  Please note that all 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. *

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

  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. 

  You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.

  Refunds

  Upon receipt, a returned item will be 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.

  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 to the online store.
  • Online purchases using Afterpay can be returned online or instore.

   

  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.

  Faulty items

  Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our Customer Experience team below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

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• How do I book a return?

  You can return any item to our online store or to us in-store, just be sure to meet the conditions below and bring your proof of purchase. Please note that we are unable to facilitate PayPal returns in-store.

  1. Ensure you meet our simple conditions for successful returns. You can check out our Returns Policy.

  2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.

  3. Pop in your order number and the email address used for placing the order. Click 'Start Return'.

  4. Complete the prompted steps to select the items for return and reason.

  5. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step.

  6. Items are in their original condition and original shoe box or packaging (please note: packaging must not be damaged or marked).

  7. Pack your return in another carton or satchel to protect the original packaging.

  8. Take your package to your closest post office for return.
  
  

  What's next?

  Please allow time for your return to reach our warehouse. This time may vary depending on your location.

  If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.

  Once processed, it can take anywhere between 2-5 business days for the payment to show up, depending on your financial institution.

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• In-store faulty assessment

  Due to the increasing impact of COVID-19, we've decided to temporarily close our doors. We're heartbroken, but the health and safety of our team, customers and the wider community is our number 1 priority. When our doors reopen, we'll gladly process your faulty assessment as usual.
  
  If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your faulty assessment as normal.

  If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.
  If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below

  • 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.
   You can check out our Returns Policy here.
  If your complaint does not relate to a purchase, please contact our Customer Experience team below.
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• Online faulty assessment

  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 Customer Experience team for a faulty assessment.
  
  Alternatively, if you cannot make it to your local store, you may contact our Customer Experience team below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault. *
  
  *Please do not send the faulty product back without contacting us first.
  
  *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.

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