RETURNS & EXCHANGES

We're Here to Make Things Right

At PaperKrane, we want you to absolutely love your new shoes. If something's not quite right, here's everything you need to know about how we handle returns and exchanges.

LOVE ❤︎ THEM OR SWAP THEM GUARANTEE - FIRST ORDER EXCHANGES (AU CUSTOMERS ONLY)

For our Australian customers, your first exchange is on us! This means if you find that your first pair of PK kicks aren't quite the right size or fit, you can return them back to us and once it arrives back, we'll organise your replacement order for you - just email us to get started!

For our International customers - we'd love to offer our first order exchange benefit to our international customers too, but unfortunately the complexity and cost of international return shipping and duties makes this a little challenging to manage! But if your first order isn't quite right, you're welcome to exchange for a different size or style as outlined in the process below.

If this is not your first order with us no problems! We are happy to organise an exchange as outlined below for you!

HOW TO ORGANISE AN EXCHANGE

Got your new PK kicks and they're not quite right? Organising an exchange for a new size or style is easy! Just get in touch via contact@paperkrane.com.au and provide us with your order number (if you can!) and we'll start the process for you! Here's how it works:

  • You have 14 days from delivery to get in touch via email at contact@paperkrane.com.au and organise your return
  • Returns must be posted/sent back to us within 14 days from getting in touch with us, unless otherwise discussed in writing.
  • We offer an exchange for a different size or style or a store credit only, we don't offer refunds unless there is a problem or issue (we'll get to that soon!)
  • Returns must be sent back in brand new, unworn condition with all original packaging intact including tags (both bag and shoe tags), inner stuffing and dust bag. For items such as removable insoles and laces they must still in their sealed packaging (so not opened!)
  • Return postage is at your expense - please use a tracked service for your peace of mind (we suggest returning via a pre-paid satchel which you can pick up from any post office). If you can provide us with the tracking for your return parcel, that would be great!
  • Products marked as clearance (including 'Lucky Dip' products), imperfects or as 'seconds' are not eligible for return or exchange, so please choose carefully

REPLACEMENT ORDERS

Once we have received your return back we'll be in touch to let you know, and we can organise the new/ replacement order or a store credit. We have a few options here and we're happy for you to choose the option that works best for you!

  • Option 1 - Store Credit: Once we've received the return parcel, we'll provide you with a store credit that you can use straight away to place your new order, or if you prefer to hold onto it you put it towards a future purchase. Store credits are valid for 12 months from the date they're issued so you'll have plenty of time to use it!
  • Option 2 - New Order now, refund later: If you can't wait for the return to arrive back to us, you can place a new order straight away, and then once the return parcel has arrived back to us, we will refund the returned items to you (yep, this still counts as an exchange because you've already organised the replacement order!)
  • Option 3 - First Order Returns AU ONLY: We'll pop the new order through for you using the credit value of your returned items, and in this instance, we'll cover the cost of shipping on the new order for you!

A FEW NOTES FOR REPLACEMENT ORDERS:

  • Limited designs or sold out styles: Where you have purchased a size or style that is no longer available or sold out and will not be re-stocked, we will first try to find a suitable alternative or replacement style or size for you, or provide you with a store credit for future use (either on a different style, or when the item is restocked). However, on the rare occasion we just can't get it right, we are are happy to discuss a refund. Please get in touch to discuss with us.
  • Discount or coupon codes: Where you purchased with a discount code we'll honour your original pricing in your store credit - but do get in touch if you have any questions!
  • Shipping on the replacement order is at your cost: Unfortunately (and as much as we love to!) we can't offer FREE shipping on exchanges. We ONLY cover the cost of shipping on the new/replacement order for AU first orders only (as outlined above).

INTERNATIONAL CUSTOMERS - IMPORT DUTIES, FEES AND TAXES ON EXCHANGES
Please note we are unable to return any import duties, customs fees or local taxes incurred by you from your original order whether by refund store credit. These are non-recoverable charges as set out by our local customs services.

Please also note that you will also be responsible for any new import duties, customs fees or local taxes on a replacement order - we strongly recommend factoring this in before placing an international order or requesting an exchange.

REFUND REQUESTS

We offer refunds for the following:

  • Incorrect or missing items: if we've sent you the wrong item we'll sort it out straight away! This may include re-sending the correct item, or refunding your order, it really depends on the situation!
  • Faulty or damaged items: if your shoes arrive with a fault or damage we'll make it right quickly. 

We may offer to cover the cost to repair, organise a replacement or a refund as outlined in our obligations as part of the ACCC consumer guarantees. In all cases, please email us with photos of the problem or issue at contact@paperkrane.com.au and we'll take care of it.

Change of Mind Refunds: We do not offer exchanges or returns if you simply change your mind. We can however offer an exchange or store credit on items that are not the right size or fit as outlined above.

You can find further detailed information on repairs, replacements and refunds via the ACCC website.

RETURN TO SENDER (RTS)

Occasionally a parcel is returned to us before reaching you ("Returned to Sender" or "RTS"). Generally this occurs for one of three reasons, and how we handle these returns is outlined below:

Incorrect, incomplete, or unattended delivery address, or an uncollected parcel:

  • Where a parcel is returned due to an incorrect address, or is unable to be delivered (for any reason) or it is not collected by the recipient, we will get in touch to either provide you with a store credit for future use, or organise to re-ship the item to you.  
  • Where we organsie to re-ship the parcel you will be sent a link to make payment for any additional shipping costs to resend the item to you.
  • Where we provide a store credit the value will be for the returned item(s) only - original shipping is not creditable/non-refundable

International Orders Only: 

  • Returned parcels due to customs fees or duties not being paid: Where a customer declines to pay any applicable (and sometimes additional) fees or charges, or declines to collect the item from customs in time, we will we will get in touch to either provide you with a store credit for future use, or organise to re-ship the item to you.  Please note all re-shipping costs and any new import duties, taxes and fees will be the responsibility of the customer. 
  • RTS due to customs, import, or regulatory requirements outside either party's control: From time to times rules change which may causes parcels previously able to enter or be delivered to you, to come back to us. On these occasions, once the parcel is received back by us, we be in touch to organise a solution for you - for example a store credit or refund of the goods. As a gesture of goodwill, we will may also refund your original outbound shipping cost in these circumstances, though this is offered at our discretion, is not a guaranteed entitlement, and may be withdrawn or changed at any time. Where the destination allows it, re-shipment may be offered as an alternative to a refund or store credit, with re-shipping costs and any new import duties, taxes and fees will be the responsibility of the customer. 
  • Please note any Return to Sender parcels (as noted above) from within the EU are not classed as 'Right to Withdraw' requests - you must follow the 'Right to Withdraw' process (as outlined below) for this to be applicable.

Please note - we are not liable for delays, additional costs, or non-delivery caused by customs or import requirements outside our control.

EU CUSTOMERS ONLY - RIGHT TO WITHDRAW

If you're based in the European Union, you also have additional rights under the EU Consumer Rights Directive. You may withdraw from your order within 14 days of receiving your goods, without needing to give a reason, this is separate from our standard returns and exchanges process outlined above.

To get started, please use our EU Right to Withdraw form. We'll confirm your request by email and provide everything you need to send the item back.

A few things to know:

  • Return postage is your responsibility. Please use a tracked service and mark the customs declaration clearly as "Returned Goods - Unwanted Merchandise",  this helps prevent import duties being applied when the parcel re-enters Australia.
  • Refunds are issued within 14 days of us receiving your returned goods, or proof of postage , whichever comes first. We'll refund the price of the goods plus the standard outbound shipping cost you paid at checkout (if you chose an upgraded shipping option, we refund the standard rate only).
  • Item condition: You're welcome to open and inspect your order as you would in a store. If an item shows signs of use beyond reasonable inspection, we may deduct an amount for diminished value.

For full details, see our EU Right to Withdraw page.

REFUNDING CUSTOMS DUTIES, FEES AND TAXES ON INTERNATIONAL ORDERS

When ordering from PaperKrane outside of Australia, your order may be subject to import duties and taxes charged by your country's customs authority. These charges are outside of our control and are your responsibility as a customer, and are generally non-refundable if an order is returned to us as noted below:

  •  United States: Duties paid on imported goods are generally non-refundable. In some cases a formal drawback claim can be made if goods are returned, but this must be pursued directly with US Customs, we are unable to assist with this.
  • European Union: You may be entitled to a refund of customs duties if goods are returned to a non-EU seller, however this requires you to file a claim directly with your local customs authority. The process varies by country and is not guaranteed and we are unable to assist with or facilitate this process.
  • United Kingdom: You may be able to claim back import VAT and duties on returned goods through HMRC, however this is your responsibility to pursue directly, we are unable to assist with this process.
  • All other countries: Please check with your local customs authority regarding your eligibility for a duty refund on returned goods. We are unable to advise on or assist with this process.

Need Help?

Email us at contact@paperkrane.com.au with your order number and what you're after - we're always happy to help find the right solution for you.