Refunds & Returns
We're moving! Delays on processing returns 5-7 business days
Things not quite right? All good! We know that sometimes an item may not fit or be right.
If you're not 100% satisfied with your purchase, you can return your item(s) in-store or online within 30 days of purchase and we will be happy to provide you with an exchange, store credit or refund depending on your payment method and if you meet the below returns conditions.
Our 30 day Returns Policy still remains. However, we will not count the days that our stores are closed in this time frame for our customers.
Please note we will not count the days that our stores are closed during the instance of government instructed lock-downs.
|Credit Card Purchases||PayPal Purchases||Afterpay Purchases||Gift Card Purchases|
|I want to return online||Refund available||Refund available||Refund available||Refund available via gift card|
|I want to return in-store||Exchange, store credit or refund available||No Refunds available only an exchange of size||
No Exchanges available only Refunds
Refund available via gift card
HOW TO RETURN YOUR ITEM:
If you wish to return an item purchased in-store, just be sure to meet the conditions above and bring your proof of purchase. You can find your nearest Platypus store here.
To return to our online store:
- Ensure your return meets our Returns Policy requirements
- Log in to My Account to book your return. Or head to our Returns Portal if you checked out as a guest.
- Enter your order number & its associated email address
- 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’
- 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.
Please allow time for your return to reach our fulfillment center. Please note due to current delivery delays as a result of COVID-19, it may take 4-6 business days for your return to reach us.
If approved, refunds are carried out within 2-3 business days of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-5 working days to process.
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. Please ensure to take note of any return post tracking numbers as a reference.
Returns will be accepted when:
- Items were purchased in the last 30 days
- Proof of purchase is provided
- Items are unworn, undamaged and unmarked
- Items are in their original condition and their original packaging or shoe box (please note the box must be unmarked/undamaged also)
Refunds will be processed via your original payment method;
- Credit card refunds will be visible within 1-5 business days depending on your financial institution
- PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
- Afterpay refunds will be processed in your Afterpay account 1-2 business days after we receive your returned item
- Gift Card purchases will be refunded onto a new Gift Card
- Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Platypus team member to assist you.
- Online purchases using PayPal can only be returned to the online store.
- Online purchases using Afterpay can be returned online or instore.
- Instore purchases cannot be returned online
- In-store purchases cannot be returned or refunded to the online store at this point in time.
- If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.
EXCHANGES & STORE CREDIT
In-store purchases that are eligible for return and within 60 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our Platypus team to decide whether a full refund will be provided.
Returns will be accepted on any faulty item(s) returned to any Platypus store within a reasonable time frame.
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 friendly Customer Experience team here with as many details as possible about the order.