60-Day Returns
RETURNS & EXCHANGES
Every Akubra should feel just right.
If your hat arrives and it’s not the perfect fit, whether in size, style or colour, our returns process is designed to help you find the right one.
You can exchange your hat within 60 days from when it was purchased.
Start your return using our Returns Portal.
The Returns Portal is only available to customers residing in Australia.
If your hat arrives and it’s not the perfect fit, whether in size, style or colour, our returns process is designed to help you find the right one.
For international returns please submit a Contact Us Form.
You can exchange your hat within 60 days from when it was purchased.
HOW TO
1. Create A Return
Visit our Returns Portal and enter your order number, email, or phone number to find your order.
Returning a gift? Select the Gift option and enter your own contact details.
Need help? Contact us at online@akubra.com.au
2. Select Your Return
Choose the item to return and select an outcome:
- Exchange for the same item,
- A different item; or
- Store credit.
Follow the prompts to generate your shipping label. Shipping fees apply: $25 for a hat box, $15 for accessories, and will be invoiced or deducted from store credit as applicable.
3. Pack Your Return
Pack your item, attach the label, and drop it off at any Australia Post location (they can print the label if needed).
Once received at our Kempsey facility, allow 3–5 business days for processing. You’ll get an email confirmation when your return is complete.
Returns Policy
If for any reason your order is not as you expected, you have 60 days from the date of delivery, to lodge and return your order for an exchange or store credit.
- An exchange for a different size or style of equal value.
- A store credit in the form of a digital gift card; valid for 3 years.
- Archive items are final sale and not eligible for return, exchange, or store credit.
Terms & Conditions
- Our online Returns Portal is hosted by ReturnGo and offers instant exchanges or store credit options. Please note, the online portal is only available to customers residing in Australia. For international returns please contact us.
- Returned items must be unworn and in original condition with all tags and packaging intact.
- Please return your item in the original hat box as it is designed specifically to protect the hat in transit. If the item is damaged upon your return, the item will no longer meet the conditions and be eligible for a return.
- The Presentation Box will only be considered for return if you:
a) include the presentation box in your return request; and
b) return the presentation box inside the original packaging. Presentation boxes that are returned without the above conditions will not be eligible for a return. - A restocking fee (minimum $50) will be charged when items require treatment, or if delivery is refused and the item is returned to us at our cost or the item is sent back outside the return period.
- Failure to collect your order from the post office will result in the order being returned to Akubra and refunded to you less a $50 handling and postage fee.
- The shipping charge on the original order is not refundable.
Terms & Conditions Continued
All items are quality controlled before dispatch but if you receive an item that is not right, please contact our team immediately at online@akubra.com.au.
Please include order number, photo of the fault and our Customer Support team will respond as soon as possible with a solution. If the item is deemed faulty or where a manufacturing fault occurs within six months of purchase, we will organise a repair or replacement.
If the item cannot be repaired and a replacement is not available, a refund will be offered to the original form of payment. Please note that items which are damaged or as a result of normal wear and tear; by accident; failure to use in accordance with care instructions; or through misuse will not be considered faulty.
Purchased Gift Cards are not refundable. Any returns of products purchased with Gift Cards will be returned in the form of a Gift Card to that value.
Returns will only be accepted in-store with proof of purchase. You may visit the following two locations: Brisbane Pop-up or Strand Hatters
If you’ve changed your mind or ordered the wrong item, size, or colour, contact us immediately to cancel or amend your order, we will try our best to help you. However, once shipped, orders cannot be cancelled, and return shipping will be at your expense.
Upon return of your items, any applicable customs, duties, or taxes paid at checkout or upon receiving your order, will not be refunded by Akubra Hats. We recommend contacting your local customs office for information on any possible customs and duties refunds that you may be eligible for within your country.
We are unable to process exchanges at this current time. Instead, we kindly ask you to submit a return for your item and make a new purchase for the desired item. Return costs are the responsibility of the customer, we recommend using a traceable service as lost returned parcels are the responsibility of the customer. Return rates may vary depending on your location. Please return your items to: Akubra Customer Care - 89 South Street, South Kempsey, New South Wales, 2440, Australia.
Akubra only accepts returns from orders placed on our website. If you have purchased through a stockist, please contact the retailer of where you purchased, and they’ll be able to assist with your return.