FREQUENTLY ASKED QUESTIONS
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What is your latest returns policy?
For orders placed after the 4th of August 2020, our returns policy has been extended to 60 days.
We want you to be completely satisfied with our products and we will gladly accept returns within 60 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
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.3 simple conditions for a successful return:
- Item(s) were purchased in the last 60 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.Costs of returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) remain your responsibility until they reach our 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 2-5 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Faulty items
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If you believe your online purchase arrived with a manufacturing fault, please contact our Customer Experience team below. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault. -
How do I book a return?
You can return any item to our online store, just be sure to meet the conditions below.
Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.3 simple conditions for a successful return:
- Item(s) were purchased in the last 60 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
Costs of returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) remain your responsibility until they reach our warehouse.
Online Return Instructions
1. Ensure you meet our simple conditions for successful returns. You can check out our Returns Policy.
2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.
3. Pop in your order number and the email address used for placing the order. Click 'Start Return'.
4. Complete the prompted steps to select the items for return and reason.
5. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step.
6. Items are in their original condition and original shoebox or packaging (please note: packaging must not be damaged or marked).
7. Pack your return in another carton or satchel to protect the original packaging.
8. Take your package to your closest post office to pay for returns shipping.
READ FULL ARTICLEPlease allow time for your return to reach our warehouse. This time may vary depending on your location.
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 the refund to show up depending on your financial institution.
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Online faulty assessment
We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please contact our Customer Experience team 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.
*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 can I tell if an item is in stock?
If the item is listed on the website, it is generally still in stock, however, we cannot guarantee as our stock levels are constantly fluctuating.
If you would like to know if an item is in stock, feel free to get in contact with the Customer Experience team below and we’ll be able to look into it for you.
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Please provide us with the name of the item as well as the item number as this will help us to assist you quicker. -
I am an Australian size. What size should I buy?
Unfortunately, Australian sizing is not recognised as a standard size by Saucony.
Saucony is an American brand and all sizes on our website are based on US sizes. To determine what size to buy, we recommend checking any shoes that you currently own for a US/UK/EU size.Sizing does vary between brands and even different styles in the same brand. The size guide is a recommendation to assist in choosing the best size for you!
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