Refund policy
Online Returns & Exchanges:
Highs and Lows will accept returns on all full-priced items* for any reason within 14 days of receipt for a credit note.
*Items deemed "Launches", "Limited" or "Special" Releases are not eligible for refunds or returns.
Orders can be returned at the customers own expense, Please use a reliable and trackable return service, as Highs and Lows will not take responsibility for any returns lost or damaged in transit.
If you have any further questions simply email [email protected] and a team member will assist you.
- All items must be in their original condition; unworn, unused, unwashed with the swing tags attached, and are accepted at the discretion of our team.
- All footwear must be in original condition with no markings or scratches on the sole and must be returned in their original undamaged shoe box.
- Any returned items that are deemed worn, untagged, washed or damaged by our returns department will be sent back to you at your expense.
- No refunds or exchanges are permitted on sale items under any circumstances. Unless the item is not fit for purpose(faulty) or damaged.
Shipping costs for ‘change of mind’ or exchanges will not be refunded.
If the item is cancelled by customer request before it is shipped a $10 restocking fee will be charged to cover the cost of the refund and any handling & Packaging costs associated.
Return shipping costs on exchanges are at the purchaser’s responsibility.
To begin the exchange or return process please email [email protected] no more than 7 business days after receiving your order.
To begin a return you will receive a return authorisation email containing the return portal details. Please note all requests for return of goods are considered on a case-by-case basis and we reserve the right to refuse a return.
Damaged or faulty goods:
Highs and Lows makes all efforts to quality control all items prior to dispatch In the case that something is faulty or damaged, please contact [email protected] as soon as possible, using the steps mentioned above, please also include a brief description of the fault.
Once the product has been assessed and deemed faulty by our team we will replace the product.
If a replacement is not available you will be eligible for a store credit or refund. Please send a photograph of the fault, this will prevent any possible delays in the returns process.
Upon receiving the defective product, we will then consider each claim on a claim by case basis and in liaison with the manufacturer.
Incorrect Items:
If you believe you have received an item different to the one you ordered, please email [email protected] please also include a brief description or photo of the item you have received instead.