Returns & Exchanges
OUR RETURNS POLICY
As you would expect, we are quite happy to receive and accept returns on items, but only within 14 days of you receiving your order. This return would be for an item exchange or credit note. The merchandise you choose to return must of course be in brand new condition and unused, free from wear, marks, stains, odour or any other condition that would prevent the item from being sold as new. All the packaging, tags, bags, labels and certificates must remain attached to the returned item. When returning shoes, they must not be creased, the soles must not be scuffed or have visible signs of wear and they must be returned with the original shoe box they came in.
We do not offer refunds on non-faulty goods.
Goods are classified as faulty if they are received damaged, or in the case where a manufacturing fault occurs within a reasonable period of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
In the cases where it is possible, we eagerly endeavor to repair faulty items. If you would like to exchange a faulty item, please be aware that we are subject to availability limits when replacing the item for the same product in the same size. You will receive a full refund if the item cannot be repaired or replaced.
It is very important that customers take note of the fact that they are responsible for all additional shipping costs for returns and exchanges. Please ensure that all Doublemonk.com returns sent to us are handled by an insured carrier. Double Monk cannot be held liable for any returned items that fail to arrive. And Double Monk will not be liable for any customs or duties charges incurred when returning goods.
Any goods that are returned outside of the return period, damaged or worn or sent without the original documentation will not be accepted and will be returned to the customer.
Please be advised that we are not able to accept any form of refund or exchange for Made to Order products.
Exchanges will only be offered, at the current retail price, for products in perfect condition, with the original packaging, for non-discontinued lines.
Gift recipients are entitled to a merchandise exchange or online gift card.
If you purchase an item at any of our store locations our store policies apply. We do accept exchanges or returns for store credit if we are provided with an original receipt within 14 days of purchase. The returned merchandise must be brand new and unused, free from wear, marks, stains, odour or any condition that would prevent the item from being sold as new. When returning shoes, they must not be creased, the soles must not be scuffed or have visible signs of wear and must be returned with the original shoe box.
For more information, contact our Customer Service Team.
53 Smith Street
Fitzroy VIC 3065
HOW DO I RETURN AN ITEM?
To return an item to one of our retail stores you must visit us in store within 14 days of receiving your order and our staff will assist you with an exchange or credit note.
To return via post please contact us at firstname.lastname@example.org or +61 3 9417 3335 within 14 days of receiving your order, and provide your order number and a brief explanation of your return/exchange.
If you need to return an item, for security and peace of mind, we recommend that you use an insured registered post as we are not liable for any lost returned items.
53 Smith Street
Fitzroy VIC 3065
I HAVE RETURNED AN ITEM, WHAT HAPPENS NEXT?
Once your returns package has been accepted, you will receive your new item (for exchange), or a credit note to the amount of the original purchase. A confirmation email will be sent out to confirm your exchange.
For any questions regarding the return/exchange process, please email us at email@example.com or call us on: +61 3 9417 3335.