Returns

For purchases made from 25th November 2020 to 31st December 2020, we have extended our returns period to 60 days provided all other return conditions are met.

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

We want you to be completely satisfied with our products and we will gladly accept returns within 30 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

1. Returned within 30 days of purchase and proof of purchase is required
2. Item(s) are unworn and undamaged. Item(s) have their original tags attached
3. Item(s) are in their original packaging or shoebox in their 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. *

Important to note: We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Please note that we cannot facilitate Paypal refunds in store. 

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I want to return online:

Credit card: Refund available

Paypal: Refund available

Afterpay: Refund available

I want to return in-store:

Credit card: Refund available

Paypal: No refund available. Exchange available for size only

Afterpay: Refund available. No exchanges

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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. 

All online returns must be lodged through our Returns Portal. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Refunds

For purchases made from 25th November 2020 to 31st December 2020, we have extended our returns period to 60 days provided all other return conditions are met.

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

We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 

• In-store purchases can only be returned in-store
• When our stores reopen, head in with your proof of purchase for an exchange or refund

Exchanges & store credit

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

Credit notes are valid for 12 months.

Credit notes must be presented at time of redemption.

Faulty items

If you believe your purchase arrived with a manufacturing fault, please follow our In-store faulty assessment process here.

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 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.

*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.

• 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.

Please view our Online Returns Policy before submitting a return.

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. If you already started the submission of a return, please click here to finalise it.
3.  Pop in your order number and the email address used for placing the order. Click 'Start Return'.
4. Select the item(s) that you wish to return. 
5. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
6. Print the provided shipping label. We do 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.
7. Pack your return in another carton or satchel to protect the original packaging.
8. 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.

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 return tracking number so you can track when it reaches us.

If approved, refunds are processed by our returns warehouse within 2-5 business days.

Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

Ordered the wrong size or had a change of mind?

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 30 days of purchase. Double-check that your items meet our Returns Policy and the three main requirements:

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 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.

If you would like to avoid return postage fees, you are 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.

You are most welcome to return a sale item, as long as it meets our return conditions. 

Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

You can check out our Returns Policy for more information.

Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse.

Tip: We recommend holding onto your return tracking number so you can track your order and see when it reaches us.

When your return arrives, it will be processed by our returns team within 2-5 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.