Returns & Exchanges

→ PLEASE NOTE

We accept returns or exchanges for the following reasons:

– Faulty/Damaged items

– Change of mind

– Incorrect size

WE ONLY PROVIDE REFUNDS FOR FAULTY ITEMS.

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

We do not accept returns or exchanges on:

– Sale or promotional items

– Purchases from our 'Launches' raffle platform

– Collaboration products

– Items marked with a ‘no returns’ or 'limited' disclaimer

→ RETURNS CRITERIA

Once an order is placed it cannot be cancelled.

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

Return requests must be received within 5 business days of orders being delivered. We may issue store credit for the price of the returned item(s), once they have been received back.

Returned item(s) must be in original condition (new, tagged, unwashed, unworn). Please note that this includes the 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.

→ RETURNS PROCESS

Online purchases cannot be returned to our physical stores, return requests (including faulty items) must be made online.

To request a return, please contact our online customer service department via returns@uptherestore.com

PLEASE INCLUDE A COPY OF OUR RETURNS FORM FOUND HERE

Shipping costs for returned items will not be included in your store credit.

→ CREATING A RETURN LABEL (AU)

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 your shipment is refused or not collected from a post outlet, your order will be returned to sender. We will be in contact once we receive your return to attempt delivery again. On request you may be refunded the value of your order excluding original and return shipping fees and 20% restocking fee.

→ DAMAGED OR FAULTY GOODS

If you believe your product is damaged or defective, please contact returns@uptherestore.com—please provide photos and descriptions of the fault. We assess faults on a case-by-case basis in liaison with the manufacturer and will 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 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 to customers. We check all shoes before dispatch to ensure that are in the expected condition. We will not accept returns on the basis of a damaged box except for extreme circumstances. 

UP THERE take no responsibility for boxes damaged in-transit.