Returns & Faulty Items

Please note: All online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days.

We want you to be 100% satisfied with your purchase. If you change your mind, we’re happy to accept all returns of in-store or online purchases, provided our 3 return conditions are met:

• Item(s) were purchased within the last 30 days and proof of purchase can be provided
• Item(s) must be unused, unwashed, or otherwise undamaged
• Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
• *FINAL SALE* items (clearly marked on our website) are ineligible for returns

EXCHANGES
We are unable to facilitate online exchanges. Please return via Post for a refund, and then place a new order.

RETURNING YOUR ONLINE ORDER
To return your order, head to our returns portal, follow the prompts to purchase and print your returns label, then post your item back to us. Click here for more information on how to book your online return.

• Return packaging: Shoeboxes must be protected by a satchel or similar. If your shoebox is taped or has postal stickers attached, we cannot accept your return.
• Return costs: A $10 flat fee is payable by the customer when returning via Post.

SALE ITEMS
We're happy to accept returns of sale items provided the item(s) meets our return conditions above. Please note that all Final Sale items (clearly marked as *FINAL SALE* on our website) are ineligible for return. 

REFUNDS
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click here for more information.

Please note: Any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned. As shipping fees are separate costs from your item(s), you will only be refunded in full for the item(s) you purchased. This also applies to any online orders that are returned in-store.

1. CHECK OUR RETURN CONDITIONS

Before booking your return online, check that your item(s) meet our return conditions below:

• Item(s) were purchased within the last 30 days and proof of purchase can be provided
• Item(s) must be unused, unwashed, or otherwise undamaged
• Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
• *FINAL SALE* items (clearly marked on our website) are ineligible for returns

If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.

2. PACKAGE YOUR RETURN

Place your return into a satchel or box so that the product arrives protected and undamaged. 

Do not use the original packaging as an external postage box. Any orders returned in a taped-up or damaged shoebox, taped-up or damaged original packaging, or with the label stuck to the shoebox or product itself, will be rejected and returned to sender.

3. BOOK YOUR RETURN

Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a return shipping label. Attach the label to your parcel and drop it off at your nearest Post Office.

• Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
• Entering your order number: Your order number will start with KAPAU. Do not include the # or any other symbols.
• Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
• Tracking your return: A returns tracking link will be emailed to you when you finalise your return.

WHAT'S NEXT?

Once your return arrives back with us, please allow 2-3 business days for this to be processed. You'll then be refunded via your original payment method and notified via email - please allow up to 5 business days for the funds to reflect in your account.

Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.

Unfortunately, we do not offer online exchanges. Feel free to send your order back for a refund via our Returns Portal.

If you wish to get a different style or size, this will just need to be re-purchased online at your convenience.

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. 

*Please do not use the product as an external postage box/bag, we require the original product and its packaging, unmarked and in its original condition.*

You will be refunded via your original payment method within 2-5 business days* of your return being processed.

Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.

Debit or credit card
Your refund will be processed onto the card that you originally used to pay for the order. The refund will reflect in your account within 2-5 business days of your return being processed.

PayPal
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. For more information on PayPal refunds, click here.

Afterpay
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, click here.

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

Return shipping costs are $10, and are payable by the customer.

When booking an online return you will be prompted to pay a flat, $10 fee for a prepaid shipping label. After you've completed the return booking process, you'll receive an email containing your prepaid label to print and secure to your return parcel.

Click here for more information on booking an online return. 

We will gladly accept returns of sale items, provided they meet the return conditions stated in our Returns Policy. 

Click here for information on how to book your online return.