Returns Policy

Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges 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 an area, city or state 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.

If you are not 100% satisfied with your online purchase, you can return your item(s) for a full refund (excluding postage) provided the following Terms and Conditions are met.*

• The item is returned within 30 days of receipt of purchase. 
• The item is is not a sale, discounted or limited release item. 
• The item is unworn, unmarked and unwashed. 
• The original tags are attached.
• The item must be in its original, undamaged packaging or box. 

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. *

SALE ITEM POLICY 

We do not accept returns for any item purchased on discount or sale, unless deemed faulty. 

LIMITED RELEASE POLICY 

Due to limited nature of our releases, we cannot accept returns on any limited release item, unless deemed faulty. 

*Any items received by our returns warehouse that do not comply with our return conditions will be returned to sender.

Return Options

Please note that we cannot facilitate Paypal refunds in store. Online purchases using PayPal can only be returned online for a full refund.  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.

You will receive one of the three Returns Policy forms in your online order, depending on the item(s) that you purchased.

Exchanges

All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

Cost of returns

You are responsible for the costs of returning any item(s) to our online store unless deemed faulty. Any returned item(s) are your property and remain your responsibility until they reach our warehouse. Please ensure you retain your return tracking number as lost items will only be covered if tracking information can be provided.


Faulty items

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.

If you believe your purchase has a manufacturing fault, we'll be happy to cover the cost of the return.
Please refer to our in-store & online faulty assessment processes for more information.

For a limited time only, we're offering free returns on your first SUBTYPE Curated purchase. Our standard Returns Policy applies.

Important Ts&Cs:

• This offer only applies to your first SUBTYPE Curated purchase
• This offer is only available for SUBTYPE Curated products and excludes anything outside this collection
• Offer is valid on full-priced item(s) only and excludes sale item(s)
• Item(s) must be returned within 30 days of purchase
• Item(s) must be in their original condition, unworn and with tags attached.

Contact our SUBTYPE Customer Experience team here to organise your return.

Please note that this policy applies to in-store purchases only. Please see our Online Returns & Exchanges 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 an area, city or state 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.

If you are not 100% satisfied with your in-store purchase, you can return your item(s) for a full refund (excluding postage) provided the following Terms and Conditions are met.*

• The item is returned within 30 days of receipt of purchase. 
• The item is is not a sale, discounted or limited release item. 
• The item is unworn, unmarked and unwashed. 
• The original tags are attached.
• The item must be in its original, undamaged packaging or box. 

SALE ITEM POLICY 

We do not accept returns for any item purchased on discount or sale, unless deemed faulty. 

LIMITED RELEASE POLICY 

Due to limited nature of our releases, we cannot accept returns on any limited release item, unless deemed faulty. 

*We reserve the right to reject any returns that do not comply with our return conditions. 

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 30 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. 

Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

Please click here for more information on in-store faulty assessments.

• 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.

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 SUBTYPE Curators for a faulty assessment.

Alternatively, if you cannot make it to your local store, you may contact our SUBTYPE Curators below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.* 

*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.