What is your latest returns policy?
Please note that due to delays associated with the Auckland lockdown, it may take up to 6 business days for your return to be processed by our returns warehouse.
We want you to be completely satisfied with our products and we will gladly accept online returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
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 online returns must be lodged here. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
3 simple conditions for a successful return:
RETURNED WITHIN 30 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
Item(s) are in original packaging or shoebox in their original condition
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your return tracking number, that way you can track your order and see when it reaches us.
Upon receipt, a returned item will be processed by our returns warehouse within 2- 6business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Faulty itemsREAD FULL ARTICLE
If you believe your online purchase arrived with a manufacturing fault, please contact our Customer Experience Team below. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.
Online faulty assessment
If the products you have purchased from us are faulty, wrongly described, or just not what you ordered we want to sort out the issue for you straight away.
Please get in touch with our Customer Experience team below for a faulty assessment. Make sure to include proof of purchase (a bank statement is fine if you can't find your invoice from us) as well as clear photos of the faulty item to help us in resolving this for you in the smoothest and fastest way possible.*
*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.