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Returns & Exchange PolicyUpdated 5 months ago

HOLIDAY SEASON 2024: Extended Returns Period

Items purchased from 29th November 2024 can be returned all the way to January 7, 2025. (You must start the return by January 7th)

Please find below our returns & exchange policy; please carefully read before purchasing as we want the smoothest experience possible for our customers.

PLEASE NOTE THE FOLLOWING:

  • The item must be in the exact same brand new and unworn condition you received it in, including the original undamaged packaging, the original shipping box, extra laces, accessories and with no damage or creases to the foot of sneakers from try-on.


  • You MUST ship back the item in a CARDBOARD Shipping Box. (sneakers only)

All returns are processed as store credits. We do not offer cash refunds of any kind. 

Start your return here (Australia only) 

Start your return here (International) 

For exchanges, please head to the returns portal and fill out the form to return your item. Once we receive and process it, you will be issued a store credit for the value of the item.

You will be charged for returns shipping when you submit a return. If we have sent you the incorrect or faulty item, you will be reimbursed for the returns shipping once we receive your item back.

Please allow 4-7 business days (up to 10 business days during peak periods) for your return to be processed once it is received.

All customers are eligible to return or exchange items in their order and receive a store credit, provided the criteria below is met.

  • You must notify us or initiate a return within 14 days of receiving your order (ignore for extended holiday return period)
  • The item does not have ‘Clearance’ in its title. 
  • The item was not sold and advertised as without a box or with a damaged box.
  • The sneaker must be in the exact same condition you received it in, including the original packaging, the original shipping box, extra laces, accessories, no damage or creases to the foot of sneakers from try-on and wear.
  • You MUST ship back the item in a CARDBOARD Shipping Box (sneakers only). 
  • You can send back clothing in a satchel or padded mailer (the same way we send it to you).

We only issue you store credit in the amount of the item you purchased. Shipping costs are non-refundable.

You agree to the following terms and conditions once you submit a return to us and send back your item; 

  • We reserve the right at any time for any reason to refuse any refund, exchange, store credit to any customer.
  • We do not refund nor provide store credit for the shipping cost of your original order if you return your item to us. We cannot refund a service that has already been provided to you nor does any delivery company we use.
  • If the price of an item has changed between the time you purchase it and repurchase it due to an exchange, you will have to pay the new price. We cannot honor previous sale prices due to limitations in stock allocations.
  • You must ship the sneakers back to us inside another cardboard shipping box to protect it from damage during transit. 
  • Satchels are NOT acceptable to ship your sneakers back in. We send your sneakers in a box to protect it from damage and expect the same to be done when you return an item to us. WE WILL DENY RETURNS RECEIVED IN A SATCHEL.
  • Clothing Items must be returned with the original bag or packaging that it came in and shipped to us inside a satchel or padded mailer (the same way we send it to you)
  • Until your return reaches us, you are liable for it. It is up to if you wish to purchase insurance for the parcel. We will not take responsibility for any lost or stolen returns nor provide any compensation. If we don't receive the item back, we won't provide any refunds either.
  • Threats and abuse to our staff, selecting inaccurate return reasons, taking advantage of our returns system to defraud us will lead to the denial of your return.
  • We take pictures of all items before they leave our warehouse. If we receive any damaged items, items clearly worn, items in any condition different to how it was sent, incorrect items, we reserve the right to deny the refund and invoice you for the shipping costs which will be incurred when we send the item back to you. Depending on the severity of this, we may refer the matter to the authorities.
  • If you falsely claim your goods are faulty or claim you received the incorrect item in order to bypass returns shipping charges, we will deny the return and you will be required to pay a fee of 10% of your total order value alongside a $15.00 shipping charge to receive your goods back.
  • If we have already received the item back and our policies have been violated, we will deny your refund and you will be required to pay a fee of 10% of your total order value alongside an at cost determined shipping charge to receive your goods back. If you refuse to pay within 14 days, your goods will be seized.

Store credits for returns/exchanges are processed and sent to the email address originally used to place the order. Store credits are not transferrable and do not expire. Store credits can only be used by the original customer.

International Returns:  Our standard returns portal is for Australian customers only. DO NOT USE IT IF YOU ARE NOT IN AUSTRALIA.

To return an item internationally, please head to your local post office and purchase a cardboard box and place your sneaker inside. Then purchase postage and send your item off to us.

Please send to this address;

Name: SOLE AU Returns
Address Line 1: PO BOX 520
Address Line 2: Stanhope Gardens Post Office
City: Stanhope Gardens
State: NSW
Postal Code: 2768
Country: Australia
Email: [email protected]

You will be required to pay for all international shipping costs unless we sent you the incorrect item.

We highly recommend referring to our size guide to alleviate any sizing concerns you have. 

Returns incur no overall cost to customers who receive a different size to the one they ordered, received a different item to the one they ordered and those who receive an item that are faulty as under Australian Consumer Law. (If you're returning an item because we sent you the wrong size or item then your return is covered by us)

For any questions about our policies, please feel free to contact us via email at [email protected]

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