Can I return a sale or limited release item?
SUBTYPE does not accept returns or exchanges of limited release items or items purchased on sale, either in-store or online, unless deemed faulty.
This does not apply to full-price items where a discount code or gift card is used during checkout.
All product purchased for the use of a photo-shoot may not be returned under any circumstances.READ FULL ARTICLE
Do I need to pay for return postage?
You are responsible for any costs associated with returning your order.
You are welcome to post your return back to our online warehouse and we will refund your order as per your 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.READ FULL ARTICLE
Can I exchange my items?
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.
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.
Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay.
Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card.
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.READ FULL ARTICLE
How do I book a return?
If you are not 100% satisfied with your purchase, you can return your item(s) within 30 days of dispatching your order, if you meet the below return conditions.
- It has been 30 days or less since the date of dispatch
- It was not purchased on sale at markdown prices
- The item was not purchased at a discounted price
- The item is NOT a limited release product
- It was not purchased on sale at markdown prices
- In its original condition
- Unworn, unmarked and unwashed
- In the original packaging or box
- Not defective as a result of misuse
- Tags still attached
Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements if you need to return them.
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.
For any purchases made through our online store, you are welcome to go back in-store and return the item in person. Please note that we are unable to offer refunds for any orders placed via PayPal. For further information, please see our Returns Policy.
Online return instructions
- To organise your online return, please contact our SUBTYPE Curators below to receive your returns authorisation label* (*You will be asked to provide your proof of purchase as well as some photos to confirm that the item/s are in a good condition).
- Package your return in another carton or satchel to protect the original packaging. Attach the label to the outside of your parcel. 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.
- Visit your nearest Post Office and pay for postage.
Shoes must be returned in their original, undamaged shoebox.
If you believe you have received a faulty item, please do not submit a general return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
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.READ FULL ARTICLE
How will I receive my refund?
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.
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.
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.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.READ FULL ARTICLE
Can I return a PayPal order in-store?
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 item meets 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.
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.READ FULL ARTICLE
Did you know? PayPal refunds return shipping fees! You can check out this link for more information.
How can I return a Click and Collect order?
You can simply return to your store of collection if you have changed your mind about your recent click and collect purchase. Keep in mind, we can't refund PayPal orders in-store. You are also welcome to post your Click & Collect order back to us for return. Follow our online instructions here.
More info? You can check out our Returns Policy.READ FULL ARTICLE
How do I package my return?
It’s important to take care when packaging your return to ensure that the shoebox is undamaged. To meet the conditions in our Returns Policy, returns cannot be sent with the shoebox taped up, written on or exposed.
We suggest turning the original packaging or a reusable shopping bag inside out to package your return in and protect it during transit.
Alternatively, you can purchase a satchel from the post office to return your order in.READ FULL ARTICLE
Can I return my item to your warehouse in-person?
Unfortunately, customers cannot attend our warehouse or office to return items due to OH&S restrictions.
If you attempt to return your item in person, your item will not be accepted for return.
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.READ FULL ARTICLE