Returns & Exchanges

We're sorry to hear your new shoes aren't quite right!

Unfortunately, we are unable to facilitate exchanges online. If your shoes meet our Returns Policy, we recommend returning your shoes online and repurchasing the correct size. 

If you would like assistance determining which size you should purchase, our SUBTYPE Curators are available to help. Give them a call on 0480 015 179 and press 1. 

Alternatively, you can head into a store to exchange your shoes there. Be sure to have your proof of purchase or confirmation email with you.  See our Store Locator for your nearest store

Please note that if you purchased via PayPal you can only exchange in store for the exact style and product. PayPal purchases cannot be returned in-store. 

We want you to be completely satisfied with our products and we're sorry to hear about your experience with our items.

If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, we are unable to facilitate exchanges or refunds from our end for other retailer purchases.

Once the place of purchase has assessed your item(s) they will be able to advise the next steps!

We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 60 days of purchase. Double-check that your items meet our Returns Policy and the  main requirements:

• 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

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 follow the instructions here on how to organise your return.

CAN I RETURN OR EXCHANGE AN ITEM I BOUGHT MORE THAN 60 DAYS AGO?

We're happy to accept change of mind returns within 60 days of receipt where the item is in new, unworn, unwashed and otherwise undamaged condition with tags attached and in their original packaging.

Please refer to our Returns Policy to see the full details, however, if your item was purchased more than 60 days ago, SUBTYPE cannot offer a refund.

HOW DO I RETURN OR EXCHANGE AN IN-STORE PURCHASE?

We will be happy to provide you with an exchange, store credit or refund provided that the items are in their original condition, with tags attached, in their original packaging and proof of purchase.

CAN I RETURN OR EXCHANGE AN ONLINE ORDER IN-STORE?

If you would like to avoid return postage fees, you are welcome to visit our store and return or exchange your shoes in person. Just be sure to meet the conditions below and bring your proof of purchase. Your confirmation email is ideal.

Remember, you cannot return an item purchased with PayPal in-store. You'll need to post it back to us. You can check out our Returns Policy for more information.

Having difficulties? Get in touch with the Customer Experience team here and we’ll be able to assist you.

Returns Policy

If you are not 100% satisfied with your purchase, you can return your item(s) within 60 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

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.

How to book a return:

1. To organise your online return, please contact our Customer Experience team 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).
   
   
2. Package your return in another carton or satchel to protect the original packaging. Attach the label to the outside of your parcel
   
   
3. Visit your nearest Post Office and pay for postage
   
   
4. Keep your return tracking number so you can track when the parcel arrives back at our warehouse (Note: Refunds are unable to be processed unless received)
   
   
5. Upon receipt, your return will be assessed and processed within 2-3 business days
   
   
6. If approved, your refund will reflect within 2-5 business days.
   
   

HOW DO I RETURN IF I PURCHASED WITH AFTERPAY?

If you paid with Afterpay, you are welcome to head into your local store to return the item or you can post the item back to us.

You can find out more information on our Returns Policy here.

When your refund has been processed, Afterpay will send you an email to confirm make the necessary adjustments to your payment schedule.

For example, if you've made two repayments you will be refunded for those two payments and all further payments will be cancelled. 

Unfortunately, we are unable to facilitate exchanges however you are welcome to re-purchase on a new barcode.

If you have any further enquiries regarding Afterpay, you can head over to their website for more information.

HOW DO I RETURN IF I PURCHASED WITH PAYPAL?

If you made a purchase via PayPal, please note that we cannot accept returns to any of our stores.

You are welcome to post your back to our online store and we will refund your order in accordance with your original payment method.

PayPal will be in touch once they have finalised your refund and you will need then need to transfer the funds into your bank account if you wish.

For instructions on how to return your item, please see our Returns Policy. 

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.

You can, however, get your money back on your return shipping fee. Click here for more information.

You are responsible for any costs associated with returning your order.

You are welcome to post your back to our online warehouse and we will refund your order as per your 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.

Please note that all items purchased on sale are final and are not available to be refunded or exchanged unless there is a manufacturing fault determined. All product purchased for the use of a photo-shoot may not be returned under any circumstances. 

This does not apply to items where a discount code or gift card is used during checkout.

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

Any questions? Please get in touch with our Customer Experience team below.