Returns & Exchanges

→ PLEASE NOTE

Due to automated processing, once an order is placed it cannot be cancelled. See our Terms & Conditions for more details.

We only offer refunds for faulty items.

Incorrect size and change-of-mind requests will be issued store credit.

→ RETURNS CRITERIA

We accept returns/exchanges for the following reasons:

– Faulty/damaged items

– Change of mind

– Incorrect size

We do not accept 'change of mind' or 'incorrect size' returns on:

– Sale/promotional items

– Releases via 'Launches' raffle

– Collaborations

– Items marked with a 'no returns’ disclaimer

If your order meets the returns criteria, you may begin the returns process once it has arrived.

→ FAULTY & DAMAGED GOODS

If you believe a product is damaged or defective, please contact returns@uptherestore.com with photos and description of the fault. We will assess the fault in liaison with the manufacturer and advise you on the next steps.

Where possible we will repair or replace faulty items. If a replacement is not available you will be eligible for store credit or a refund.

UP THERE take no responsibility for items damaged, lost or stolen in-transit.

Damaged shoe boxes

Shoe boxes may be damaged in-transit to us or during delivery. We check shoes before dispatch to ensure that are in the expected condition. We do not accept returns on the basis of a damaged box except in extreme circumstances. 

→ RETURNS PROCESS

Online purchases cannot be returned to our shop, all requests (inc. faulty) must be made online.

Return requests must be received within 5 business days of arrival. Any approved credit or exchange will be processed once the item(s) are received back to us.

To request a return, contact us via returns@uptherestore.com

Please include a copy of our returns form found here

Returned item(s) must be in original condition (new, tagged, unwashed, unworn)—including original packaging. Shoes must be returned with the original shoe box, packed inside a shipping box.

Items which do not meet this criteria will be returned to you, at your expense.

Shipping costs will not be included in your store credit.

→ CREATING A RETURN LABEL

Please contact us for international return instructions.

For Australian-based customers, once we have approved your request click here to create a return label.

→ REFUSED SHIPMENTS

If a package is refused or not collected, it will be returned to sender. Once returned, we will be in contact to attempt delivery again. On request you may be refunded the value of your order excluding all shipping costs and a 20% restocking fee.