WHAT can be returned?
If you received the wrong product or you received a damaged product please let us know and we’ll arrange the return at our cost. Unfortunately, we may or may NOT accept change-of-mind returns. Generally speaking, if an item is in the discontinued or Clearance section a return will not be accepted.
WHEN do items need to be returned by?
All Products must be returned within 10 days from the date of purchase.
WHERE do items need to be returned to?
Please get in touch with us before sending any item back and we’ll supply the address and the procedure to return it.
HOW do customers return items?
You’ll need to provide a copy of the Tax Invoice or any proof showing that you purchased the item from us. You must also describe the problem precisely, provide evidence to support your claim and state whether you are requesting a replacement or refund.
I choose the wrong size, what should I do?
If you choose the wrong size please contact us as soon as possible and let us know the correct size you need.
If your order is yet to be dispatched then we might be able to replace the item with the correct size.
If the order is already dispatched then you’ll have to wait to receive your order and then return the wrong size back to us to the address that will be supplied via email.
A credit will be added to your account once we receive the returned item so you can use it to place a new order with the correct size.
If you are in a rush and need your product quickly then please place a new order and once we receive the returned item we can issue a refund.
Shipping costs are non-refundable unless otherwise advised
Your socks are not waterproof and I want to return them for a refund?
All DexShell socks are 100% waterproof, however, you need to keep in mind that water can sneak in from the top collar of the socks if submerged under water.
Please use common sense and logic when using your socks, if you’re expecting to submerge the socks during your outdoor activity please ensure you have a waterproof layer such as pants on top of the socks to ensure no water can access the top of the socks.
Returns due to this reason will not be accepted.
In some rare cases, the waterproof membrane can be faulty in which case we will replace the socks for you at no extra cost.
SHIPPING for returns?
Customers are responsible for the cost and return of items and we shall not be liable for possible losses during transit.
The sender should also be able to provide a tracking number. Returns for damaged items will be covered using standard shipping unless specified by us.
CREDIT for returns?
For change-of-mind returns where customers want to change the size or replace with a different item, a credit will be issued back to your account which can be used to place a new order for the required items. In case of a refund, it will be given using the same payment method used when the item was purchased. Original shipping costs are non-refundable. Please allow up to 8 business days for the return to be processed, once received by us.
Packing materials?
All Items need to be unused, in the original packaging with tags intact and clean for the return to be accepted. This includes the tags and string(s) that attach the product to the tag.
Varying fees can be applicable if these conditions are not met or entirely rejected.
Australian Warranty
All our products come with a 12-month warranty. This warranty excludes any standard wear and tear and/or misuse of the products and/or following wrong washing and care instructions.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.