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Need to return an item purchased online or in store? We are here to help every step of the way. Please see below for our Online and In Store Returns Policies.

Please read our updated returns policy carefully, as our options have recently changed.

 

Christmas Period – In-Store & Online Returns & Exchanges

We have extended our 30 day returns policy for purchases made between 01 Nov 2020 to 24 Dec 2020, both in store & online. Items purchased during this period can be exchanged or returned up until 24th Jan 2021. Items bought after 24 Dec 2020 will be subject to our usual 30 day returns policy, for which full details can be found below.

 

COVID-19 Update.

Due to a significant uplift in the number of parcels across the network and a reduction in freight capacity, our returns providers have advised that they are currently experiencing severe delays.  These delays are affecting the time taken for parcels to be delivered back to our warehouse.

Once you parcel has arrived and has been processed and refunded by our online team you will receive an email to let you know.

 

PURCHASED IN STORE OR ONLINE

 

FREE RETURNS IN STORE

If you purchased your order via aquila.com.au, you can return or exchange your order for FREE by visiting your nearest Aquila store (excluding Myer concessions) with your original proof of purchase. Unfortunately, this does not include any items marked as 'FINAL SALE'. To search for your nearest store, please click here. Goods must be in original condition.

For instore purchases, please ensure you bring your credit or debit card used to make the purchase if applicable. Owing amount will be refunded back onto the card that was used in the original transaction.

If you used cash as a payment method, you may return your purchase at any Aquila store (excluding outlets). There may be some occasions where our team may be unable to provide you with a cash refund, in this instance, a bank transfer will be organised the next business day.

 

PURCHASED ONLINE 

 

UPDATE TO ONLINE POSTAL RETURNS

In response to extensive customer feedback, Aquila is moving towards two new returns services via Australia Post and CouriersPlease.  We believe these new services will offer more convenience, faster returns and more accurate tracking for our customers.

 

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COURIER PICK UP VIA COURIERSPLEASE - PRINTER REQUIRED

Aquila is excited to offer a new premium returns service, offering online customers in Australia the ability to return their order from home or the office. In partnership with CouriersPlease, Aquila customers can now choose a convenient time to have their returns picked up from a location of their choice. Driver pick-ups are available from residential addresses within Australia’s metro areas, or alternatively, you can select one of CouriersPlease’s 1700 drop off points around the country. To get started, click here.

Free Premium Returns for Aquila Plus members! Find out more here.

How does it work?

  1. Select your pick up location or drop off point
  2. If you wish to return an order via a drop off location, please note that the maximum size is one shoe box. Should you wish to return two or more pairs of shoes via Couriers Please, then a residential pick-up will be required.
  3. Simply enter your contact details, original order number and your preferred pick up time (if applicable).
  4. Pay for your returns label, print it and stick it to your parcel.
  5. Either wait for your return to be picked up or take your return to the agreed drop off point, depending on the selected service.
  6. You will be refunded and notified as soon as your return has been processed.

 

Return postage costs are at the responsibility of the customer and the cost of this service is $9.50. This service is only available to customers in Australia who purchased online at aquila.com.au.

 

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 STANDARD RETURNS VIA AUSTRALIA POST - PRINTER REQUIRED

For customers in Australia who do not live in areas serviced by Couriers Please, they can choose to return online orders via our standard, Australia Post service. 

 How does it work?

  1. Simply print and complete the returns form here and pack your items securely. Where possible, we would recommend re-using the original packaging.
  2. Stick the returns label securely to your parcel, ensuring the label is clearly visible and tape does not cover any part of the barcode. Please also be sure to remove the original delivery label.
  3. Returns can be lodged in a Street Posting Box or over the counter at an Australia Post outlet or retain partner such as supermarkets and pharmacies who will provide a lodgement receipt. 
  4. You will be refunded and notified as soon as your return has been processed.

 

Return postage costs are at the responsibility of the customer and the cost of this service is $12.20. This service is only available to customers in Australia who purchased online at aquila.com.au.

 

PURCHASED FROM NEW ZEALAND

For New Zealand customers, please email online@aquila.com.au with your order number and the items you wish to return to initiate the returns process.

 

PURCHASED USING AFTERPAY, ZIPPAY AND PAYPAL

These purchases must be returned through either Couriers Please or Australia Post for a refund. These are unable to be refunded in store. All refunds will be processed through the method that was used to purchase. Eg. If paid with Afterpay, will be returned on Afterpay.

 

PURCHASED FROM THIRD PARTY PROVIDERS

Iconic, Myer and Catch Orders

If you purchased your order online via one of our third party affiliates, please visit their returns page and follow their refund and exchange policy.

 

FINAL SALE

Items marked with 'FINAL SALE' are unable to be returned or exchanged in store or online due to change of mind. These items can only be returned if deemed to have a manufacturer's fault. A manufacturer's fault does not include light wear or tear of any kind. This does not affect your statutory rights as a consumer.

 

ADDITIONAL NOTES

  • Aquila does not accept liability for goods lost or damaged in transit
  • To exchange an online order, please return your order online then place your new exchange order at anytime
  • Online Gift Card Holders: Refunds for these items can only be processed by Aquila online - not in store. All refunds will be credited to the original gift card account (not refundable for cash). Please contact online@aquila.com.au to process your refund.
  • Faulty products purchased through Aquila Online: If you believe your purchase is faulty, email our team at online@aquila.com.au with pictures of the items concerned and a detailed description for review.
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