HOW TO
RETURN
STEP 1 – Create a return
Follow this link to our Return Portal.
Enter your order number, email address or phone number and select Find My Order.
If you are returning a gift, please select the gift option. You will need to add the same order information as above along with your own contact details. If you don’t know the order number, you can contact the online team and they will be able to assist you online@akubra.com.au
STEP 2 – Follow the prompts
Select the item to return and one of the outcomes: Exchange for the same item, a different item, or a store credit.
STEP 3 – Generate shipping label
You will either:
- Be invoiced for the return shipping (and receive an invoice with a link to pay via the Akubra checkout page); or
- If you have requested a store credit; or
- Are purchasing an item of a lesser value, the return shipping fee will be deducted from the existing credit. The shipping fees are $25 for a hat box or $15 for accessory items. Once paid you will receive an email with a link to the Australia Post label to download.
STEP 4 – Pack your return
Print the label and attach it to the top of the return parcel, then drop it off at any Australia Post location. Australia Post stores can print your return label for you if needed. Ensure all old labelling (including any shipping barcodes) are removed from the outside of the parcel – failure to do this may result in the parcel being scanned and returned to you. If you delay returning the item, we cannot guarantee the item you selected will still be in stock. In the event that it is sold out, you will be issued with a store credit.
STEP 5 – Receive confirmation email
Once your return has arrived at our Kempsey facility, please allow up to 3-5 business days for your return to be processed. You will be notified via email on the progress of your return. Please note that delivery fees are non-refundable.
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.
Return Options
- 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.
SUBJECT TO THE FOLLOWING CONDITIONS
- 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.
Our online return portal is hosted by Loop Returns 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.
INCORRECT OR FAULTY ITEMS
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.
GIFT CARDS
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.
RETURN TO STORE
Returns will only be accepted in-store with proof of purchase. You may visit the following two locations: Strand Hatters or Brisbane Hatters
CANCELLATIONS & AMENDMENTS
If you have changed your mind, ordered an incorrect item, size or colour and would like to cancel or amend an order, please contact us immediately. Please note, orders which have already been shipped cannot be cancelled. You will be responsible for the return cost back to us.
REFUND OF DUTIES & TAXES
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.
INTERNATIONAL RETURNS
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
PURCHASED FROM A STOCKIST
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.