Returns

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.

Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if a town, region or city-wide 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.

Need to return your items? 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*

Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. * 

Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund. 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

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. 

Afterpay: Refund available. No exchanges

For more information on returning PayPal orders, please see here.
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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.
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.

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

Updated as of 25/08/21: We're constantly checking Government updates and directives, so if a town, region or city-wide 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.

Need to return your items? 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.

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. 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 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.

* 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.

• 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 return 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.

Please view our Online Returns Policy before submitting 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 & 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 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 2-3 business days.

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

Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy. 

Exchanging online 

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process. 

Exchanging in-store 

Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay. 

Afterpay purchases will be refunded and your new item processed on a new barcode. 

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style. 

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.

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.

You will be refunded according to your original payment method within 2-5 business days of your return being processed:

Debit or credit card 

Your refund will reflect in your account within 2-5 business days of your return being processed. 

PayPal 

We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account. 

Afterpay 

When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.

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.