FREQUENTLY ASKED QUESTIONS

• Please note:

  Delivery times may vary during sale periods and public holidays. Please allow additional time for delivery.

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• What is your latest returns policy?

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
  

  3 simple conditions for a successful return:

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must are unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition

  Please note that all online returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *
  
  *We reserve the right to reject any returns that do not meet these requirements.

  
  Important to note! Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.

  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.
  
  All online returns must be lodged through our Returns portal here. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  
  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  Upon receipt, a returned item will be 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.

  Faulty items
  If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. 
  

  If you believe your online purchase arrived with a manufacturing fault, please contact our Sperry Experts below. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

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• What is your faulty assessment process?

  We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.
  
  You are welcome to head into your local store and have the item assessed by a store manager. If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Sperry Experts for a faulty assessment.
  
  Alternatively, if you cannot make it to your local store, you may contact our Sperry Experts below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.* 
  
  Please do not send the faulty product back without contacting us first.

  * Proof of purchase is required to initiate a Faulty Assessment. 
  
  *If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

  *If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

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• How do I book a return?

  You can return any item to our online store, just be sure to meet our Returns Policy.

  Online Returns Instructions

  1. Log in to your Account to book your return. If you checked out as a guest, use our Guest Returns Form.
  2. Pop in your order number and the email address used for placing the order. Click 'Start Return'.
  3. Complete the prompted steps to select the items for return and reason. You will be emailed a return label.
  4. Print the provided address label. We do recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
  5. Pack your return in another carton or satchel to protect the original packaging.
  6. Take your package to your closest post office to pay for and drop off the parcel.

  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 note: We reserve the right to reject any returns that do not meet these requirements.
  All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

  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.

  What's next?
  
  

  Please allow time for your return to reach our fulfilment centre. This time may vary depending on your location. We recommend holding onto your Australia Post return tracking number so you can track when it reaches us.

  If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.

  Once processed, it can take anywhere between 2-5 business days for your refund to show up, depending on your financial institution.

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• The item I want is sold out?

  If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.

  We recommend giving our Sperry Experts a call on 1300 851 632 and press option 1 once prompted. 
  
  Our team will be able to look into stock levels for you and even suggest a similar style.

   

   

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• What size should I buy?

  All sizes listed on the Sperry Australia website are in US sizes.

  Good to know: AU sizing is the equivalent to US sizing. E.g. a men's AU 7 is the same as a US 7.
  
  You can also check out our size guide here.

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