How do I book a return?
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
- Ensure your return meets our Returns Policy requirements
- Log in to My Account to create your return. If you checked out as a guest, use our guest returns form here
- 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
- Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
- Ensure your details are correct before clicking ‘next’
- Proceed to pay for your return postage via credit card
- Click 'pay now' and your prepaid return postage label will be emailed to you
- 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)
- Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services
- 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.
Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be sent from your local post office. We do not accept direct returns to the warehouse.
Shoes must be returned in their original, undamaged shoebox.
If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
Cost of returns
Returns shipping costs $10, which is paid for in the Returns Portal. 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 allow time for your return to reach our warehouse. This time may vary depending on your location. Please keep your return tracking number so you can track its journey to our warehouse.
If approved, refunds are 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.
How do I package my return?
If you're returning an item via post, please make sure the original packaging/shoebox is undamaged. Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
READ FULL ARTICLE
Do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition.
How will I receive my refund?
You will be refunded according to your original payment method within 2-5 business days* of your return being processed:
Debit or credit card
Your refund will reflect in your account within 2-5 business days of your return being processed.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For a comprehensive breakdown of refunds with Afterpay, please see here.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays..READ FULL ARTICLE
How much does it cost to return an item?
The returns shipping fee is $10 for the postage label.
For steps on how to book your return via our online returns portal, click here.
Once you've completed your return, you'll receive an email containing your prepaid label with further instructions.
If you would like to avoid return postage fees, you're welcome to visit one of our stores and return your shoes in person.
I'm having issues with the Return Portal?
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.READ FULL ARTICLE
Can I exchange my items?
If you’ve had a change of mind, we offer both return and exchange options. Please first ensure your item meets our Returns Policy requirements.
Orders returned online are issued with a full refund only. If you’re unable to visit us for an exchange, we recommend processing an online return, then placing a new order. Our online return instructions will guide you through the process.
Note: In-store purchases cannot be returned online, please pay us a visit!
All online and in-store purchases can be exchanged in-store. If you’ve purchased through Afterpay, our team will refund your original order, then help you with a new purchase.
What if I bought it online, whilst on sale, and it's now back to full price?
Please visit us in-store! Our team will swap your product at no extra cost, pending stock availability.READ FULL ARTICLE
Can I return a sale item?
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.READ FULL ARTICLE
Can I return my PayPal order in-store?
PayPal orders can be refunded online or in-store.
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.READ FULL ARTICLE
Can I return my item to your warehouse in-person?
We are unable to accept returns at our warehouse or office due to OH&S restrictions.
Please follow our approved return procedures to ensure your return is processed correctly.
If you wish to avoid return postage fees, feel free to return your item at any Skechers store.READ FULL ARTICLE