Returns

Returns Policy

• What is your latest in-store returns policy?

  We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives. For a full list of stores currently open for trade, please click here.
  
  We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

   3 simple conditions for a successful return

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition.

  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. 
  
  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.

  READ FULL ARTICLE
• What is your latest online returns policy?

   We want you to be completely satisfied with our products and we will gladly accept 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.
  
  If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged through our Returns portal 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.
  

  	Credit Card Purchases	Paypal Purchases	AfterPay Purchase
  Return Online	Refund Available	Refund Available	Refund Available
  Return In-Store	Exchange, store credit or refund available.	No refunds are available. Exchange available for size only.	Refund available. No exchanges

   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

  Please note that all 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. *

  *We reserve the right to reject any returns that do not meet these requirements.

  Refunds

  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 Australia Post 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 2-5 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

  Please note that with any Public Holidays, there will be an additional 2-5 business days for your return to be processed.

  
  Conditions:

  • Online purchases using credit/debit cards can be refunded or exchanged in-store.
  • Online purchases using PayPal can only be returned to the online store.
  • Online purchases using Afterpay can be returned online or instore.
    
    

  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 Trybe team to decide whether a full refund will be provided.
   
  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.

  Faulty items

  Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our Customer Experience team below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

   *Please do not return any faulty items without contacting us first.

  READ FULL ARTICLE
• I’ve returned my item(s). When will I receive my refund?

  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.
  
  *Please allow an additional 1-2 business days for your return to be processed over Public Holidays.

  READ FULL ARTICLE
• How do I book a return?

   

  If you would like to avoid postage fees, you are welcome to head into your local store and return the item in person, as long as you meet the below return conditions. Please note that we are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.
  
  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:
  

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition.

  To return to our online store:

  1. Ensure you meet our 3 simple conditions for successful returns.
  2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form.     
  3. Select the item you wish to return and click, Submit. You will receive an email with your return label once your return has been submitted.
  4. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
  5. Pack your return in another carton or satchel to protect the original packaging.
  6. Visit your nearest Post Office to pay for and drop off your parcel.
     
     *Please note We reserve the right to reject any returns that do not meet these requirements.

  WHAT'S NEXT?

  Please allow time for your return to reach our warehouse. This time may vary depending on your location.

  If approved, refunds are 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.
  
  Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed. 

  READ FULL ARTICLE
• In-store faulty assessment

  We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all 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
  • 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.
  Check out our Returns Policy here.
  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