What is your returns policy?
VIC EXTENDED RETURNS: Our Metro Melbourne store is closed. If we’re closed for longer than intended, don’t worry. You’ll be given 30 days to return your online purchase once our store reopens.
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
- 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.
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.
All items purchased on sale, are final and are not available to be refunded or exchanged unless there is a manufacturing fault determined. This does not apply to 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.* All items marked or described as Jordan style Nike products and Yeezy style Adidas products are non-refundable or available for exchange unless there is a manufacturing fault determined.
The majority of our shoes are limited release, and we only have a certain amount available. Please be aware that your shoes may arrive having been tried on in-store.
Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.
We do our best to get items to you in perfect condition and unfortunately cannot accept minor scuffs and marks on the base of the shoes as a faulty return.
All returns and specified conditions are subject to the Australian Consumer Law.
We recommend and encourage customers to try the footwear on carpet to ensure that dirt is not collected on the sole.
For any purchases made in-store, you have 60 days from the date on the receipt to either return or exchange your item. In-store purchases cannot be returned to the online store.
If you are based in Sydney and have purchased from our online store, you are welcome to head into our pop-
Alternatively, you can lodge an online return here. For instructions on how to book an online return, please click here.
For any purchases made through our online store, you are welcome to go back in-store and return the item in person. Please refer to the below for a guide on how you can return your items.
RETURN IN STORE
Exchange, store credit or refund available.
No refund available. Exchange available for size only.
Refund available. No exchanges
Please note, all returns postage cost will be covered by the customer unless the item is faulty. Please ensure you retain your return tracking number as lost items will only be covered if tracking information can be provided.
To organise your return, please contact our Customer Experience team here to do so.READ FULL ARTICLE
In-store faulty assessment
Our Melbourne store is temporarily closed following Government directives. For a full list of stores currently open for trade, please click here.
If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.*If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below
Check out our Returns Policy here.
- 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.
If your complaint does not relate to a purchase, please contact our Customer Experience team below.
*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.READ FULL ARTICLE
Online faulty assessment
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 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.
*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.READ FULL ARTICLE