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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.
Refunds are not available for change-of-mind returns except where required by applicable consumer law.
- 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.
- Personalised and made-to-order products are final sale and are not eligible for return, exchange or store credit for change-of-mind reasons, except where required by applicable consumer law.
- 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 except where required by applicable consumer law, including where a European Union consumer validly exercises their statutory right of withdrawal.
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. Find your closest store here.
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.
For customers located in the European Union, this does not affect any statutory rights that may apply after delivery, including the right to withdraw from an eligible online purchase in accordance with our Returns Policy.
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.
For customers outside Australia, returns cannot be processed via our self-serve returns portal. International customers must contact our Customer Care team to initiate and arrange a return manually.
If you wish to change your item, please return your original order for a refund and place a new order for the desired item.
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service, as we cannot take responsibility for parcels lost in transit. Return transit times and costs may vary depending on your location.
Please return your items to:
Akubra Customer Care
89 South Street
South Kempsey, NSW 2440 Australia
Customers residing in the European Union may also be entitled to exercise their statutory right of withdrawal and receive a refund in accordance with the “European Union Customers” section of this policy.
European Union Customers – Right of Withdrawal
If you are a consumer residing in the European Union and have purchased products from our website, you may have additional rights under applicable consumer protection laws.
14-Day Right of Withdrawal
For most products purchased online, you have the right to cancel your order and return the goods within 14 days of receiving your order, without providing a reason.
To exercise this right, you must notify us within 14 days of receiving your goods by contacting our Customer Care team at customerservice@akubra.com.au.
Once you have notified us of your decision to withdraw from the purchase, you must return the goods within 14 days.
Condition of Returned Goods
Returned items must be in a condition that allows them to be resold.
You may inspect and handle the goods as you would in a retail store. However, any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and fit of the product may result in a reduction of the refund amount.
Return Shipping Costs
Unless otherwise required by law, customers are responsible for the cost of returning goods under the 14-day right of withdrawal.
Refunds
Once the returned goods have been received and inspected, we will process your refund using the original payment method.
Refunds will include the original standard delivery charge paid at the time of purchase where required by applicable law.
Any upgraded or express shipping charges selected at checkout are not refundable.
Exceptions
The 14-day right of withdrawal does not apply to:
• Products that have been made to a customer's specifications.
• Clearly personalised or customised products, including items featuring custom embroidery, engraving, patches, bespoke hatbands or other customer-requested modifications.
• Made-to-order products manufactured specifically for a customer following an order being placed.
• Any other products exempt from withdrawal rights under applicable European consumer laws.
These exclusions do not affect your rights in relation to products that are faulty, damaged, incorrectly supplied or otherwise not in accordance with applicable consumer guarantees.
Faulty or Incorrect Products
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws.
If your product is faulty, damaged or not as described, please contact our Customer Care team and we will work with you to provide an appropriate remedy in accordance with applicable law.
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.
