Online Returns & Exchanges

To begin the exchange or return process, please email [email protected] within 14 business days of receipt. Once approved, you will receive a return authorisation email with portal details. Alternatively, please feel free to come in-store and our staff can assist. 

All requests for return are considered on a case-by-case basis, and Highs and Lows reserves the right to refuse a return. 

• Returns are accepted on full-priced items within 14 days of receipt for a store credit, which will be issued with no expiry date.

• Items classified as Launches, Limited Releases, Special Releases or Sale items are not eligible for return, exchange, or refund, unless faulty or not fit for purpose.
  

• Return shipping is at the customer’s expense. We recommend using a reliable, trackable service as Highs and Lows is not responsible for items lost or damaged in transit.
  

• Shipping costs for change-of-mind returns or exchanges will not be refunded.

• If you’d like to make changes to your order, please submit your request within 1 hour of placing it, as we’re unable to accommodate modifications after this window. If an order is cancelled at the customer’s request before it has shipped, a $10 restocking fee will be applied to cover refund processing, handling, and packaging costs.
  

Condition of Returned Items

• All items must be in original condition: unworn, unused, unwashed, with swing tags attached. Returns are accepted at the discretion of our team.
  

• Footwear must be in original, undamaged boxes, with no markings or scratches on the soles

• Items deemed worn, washed, damaged, or without tags will be returned to the customer at their expense.

• Due to hygiene reasons, earrings, underwear, swimwear and socks cannot be returned unless deemed faulty.

For any further questions, please contact [email protected].

Damaged or Faulty Goods

All products are carefully checked before dispatch. If you receive a faulty or damaged item:

1. Contact [email protected] as soon as possible with a description and photo of the fault.
   

2. Once assessed and deemed faulty, we will provide a replacement where possible.
   

3. If a replacement is unavailable, you will be eligible for a store credit or refund.
   

All claims are reviewed on a case-by-case basis, and in liaison with the manufacturer where applicable.

Incorrect Items

If you receive an item different to the one you ordered, please email [email protected] with a description and photo of the incorrect product. Our team will assist in arranging the correct replacement.

Gift Vouchers

• Highs and Lows gift vouchers are valid for 36 months from the date of purchase.
  

• Gift vouchers are non-refundable and cannot be exchanged for cash.
  

• Vouchers may be redeemed in-store or online.
  

• Any remaining balance will stay on the voucher until expiry.