Returns & Exchanges

We are happy to offer the following return options for products purchased online:

  • Full priced items - exchange, credit note or refund
  • Sale items - exchange or credit note
  • Final Sale items - cannot be returned unless faulty
NEW ZEALAND ORDERS:

New Zealand customers are responsible for the cost of return postage to our Australian warehouse should you wish to return or exchange a purchase. 

Please use the Returns Portal below to begin your return or exchange. Please note - shipping labels will not generate for New Zealand returns - please address the parcel to us using the return address provided in the portal.

The most cost effective way to send your return is via the New Zealand Post website: Rate Finder | NZ Post You will receive a cheaper rate if you pay online - please note, you must have access to a printer to print the label.

Start your exchange or return here

AUSTRALIAN ORDERS:

Exchanges:

We offer ONE free exchange on full priced items and regular sale items - whether you're after a different size or style. Items must be returned unworn and in the original packaging within 30 days of purchase. Subsequent exchanges incur a $15 Shipping and Handling fee. Please reach out if you need help choosing the correct size or style: hello@kedsau.com.au.

If you're exchanging for a higher priced style, you will be prompted to pay the difference. If you're exchanging for a lower priced style, you will be issued with a store credit for the value difference.

Final sale items cannot be returned unless faulty. 

Refunds

We’re happy to offer a refund for full priced items purchased on our site that are unworn and returned within 30 days of purchase (invoice date). All returned products must be in their original packaging and box. Failure to return the shoes and/or packaging in their original condition will deem the product used and unsaleable and forfeit any refund claim.

Return shipping is the responsibility of the customer - we do not offer free returns. The return Shipping and Handling fee is $15 which is deducted off the total refund amount.

Please allow 5-10 business days for your return to reach our warehouse. If approved, your refund will be processed as soon as possible and we will notify you by email. Please allow up to 2 weeks for processing and funds to reach your account.

Start your exchange or return here

How to Send Back Your Return:
  • Pack the merchandise in its original, undamaged box and wrapping. 
  • Please note that damaged boxes will incur a $10 replacement fee which will be deducted from your refund amount. Please ensure you package the box appropriately and securely.
  • Make sure to keep your shipping receipt number for reference and tracking.
  • We process returns once a week - so please be patient once your package has arrived back to us. We will refund you as soon as we've checked that the shoes are in perfect condition.
  • Returns will be refunded to the original card used to purchase the item(s). Please note: It may take 1-2 billing cycles to appear on your statement, depending on your bank.
  • Please email us at hello@kedsau.com.au if you need any assistance.

Receive a damaged item?

Get in touch with our Customer Service team via email hello@kedsau.com.au and they’ll get you a replacement or refund ASAP!

Defective Product

We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.

Definition of a defective product:

  • A Defective Product is an imperfection in a product that has a manufacturing or design defect

Examples of what is not considered defective:

  • Worn stitching, worn soles or frayed webbing due to normal wear
  • Damage that is a result from misuse, normal wear and tear or damage occurred during storage
  • Broken or damaged laces, lace retention devices and worn soles
  • Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples
  • Improper fit. Fit is the responsibility of the owner and should be assured within return window
  • Comfort issues

If you feel your product is defective as a result of a manufacturing or design defect, please email us hello@kedsaustralia.com.au.