Returns

This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

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.

Need to return your items? 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. Shoes must be returned in their original, undamaged shoe box. 

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 exchange 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 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.

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.

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.

Need to return your items? 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

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

RETURN OPTIONS

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.

Online Conditions

• Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Skechers team member to assist you.
• Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. 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.
• Online purchases using Afterpay can be returned online or in-store. 

Cost of Returns

The returns shipping fee is $10 paid for in the Returns Portal.

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.

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. Please note that all online returns must be dropped off at your local post office.

We do not accept direct returns to the warehouse.

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 2-3 business days.*

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

Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

Faulty Items

Please read about our Faulty Assessment process here before submitting a request through our Returns Portal. 

Third-Party & International Purchases

Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Skechers Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

• 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. 

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. 

Alternatively, if you cannot make it o a store, you can lodge a faulty claim through our Returns Portal. Our Skechers Experts will review your claim. Follow the below steps to lodge a faulty claim request:

Step 1: Lodge your faulty claim through your Account. If you checked out as a guest, head to our guest Returns Portal
Step 2: Follow the steps and select your reason for return (faulty goods)
Step 3: Provide a brief description of the fault and upload three photos (tops, soles and the fault)
Step 3: Hit submit. Our Skechers Experts will review your claim
Step 4: If approved, you'll be sent a follow up email with further details

*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.

*Please do not send the faulty product back without contacting us first.

Please view our Online Returns Policy before booking a return.

Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements if you need to return them.

Online Return Instructions

1. Ensure your return meets our Returns Policy requirements
2. Log in to My Account to create your return. If you checked out as a guest, use our guest returns form here
3. Enter your order number & its associated email address
   Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 &_2). They must be returned separately in the portal as they're recognised as unique order numbers
4. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
5. Ensure your details are correct before clicking ‘next’
6. Proceed to pay for your return postage via credit card
7. Click 'pay now' and your prepaid return postage label will be emailed to you
8. Print off your label and attach it to the package (Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging)
9. Don’t have a printer? No worries. Click here  to find your closest Post Office that offers printing services
10. Drop off your parcel at your nearest Post Office.
    
    Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
    
    If your order was split and you need to return more than one item, please get in contact with our Skechers Experts. We'll advise the next steps.

Need help returning your item(s)? 

There may be a few reasons as to why it's not working.

Have you double-checked our Returns Policy? Some item(s) may be excluded.

Has your purchase exceeded the 30 day returns period? Our Returns Portal is only able to accept returns within the returns period. 

Are you trying to return multiple items and keep experiencing an error message? Please get in touch with our Skechers Experts below.

Remember to include your order number, the item(s) you wish to return to help speed up the returns process.  Our Skechers Experts will be in touch with the next steps.

The returns shipping fee is $10 paid, in the Returns Portal.

Please note: 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.

Organise your online return here.

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.

Need more info? Check out our Returns Policy.

Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy. 

Exchanging online 

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process. 

Exchanging in-store 

Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay. 

Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card. 

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style. 

Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. 

If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.

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

Head to our Returns Portal to start the process!

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.

Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

You are most welcome to return a sale item, as long as it meets our return conditions. 

Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

You can check out our Returns Policy for more information.