Returns Policy
Returns for Online Orders
The Back Wall accepts returns for any reason! If you have purchased an item and you are not happy with it (e.g. wrong size, wrong colour etc). You can return the item for a full refund or exchange within 30 days of purchase provided your item meets the required terms and conditions!
Steps to return online orders
1. Please notify us via email (thebackwallcs@gmail.com) that you are requesting a return.
2. Online refunds can only be processed if the customer returns the item to our fulfillment centre via post - This address will be provided once we have received an email.
3. Once we have received the goods, we will ensure they meet the required terms and conditions (unworn, original condition etc.)
4. A refund will be processed using the same payment details used at purchase (this can take 2-3 business days)
Alternatively, please drop off your return in store at 11 Ernest Place Crows Nest for a quick and easy return!
- We will not accept the returning of Gift Cards.
Returns for In store Orders
- You can return your items to our store at 11 Ernest Place, Crows Nest 2065. Our stores are able to process refunds for both in store & online purchases.
- Customers will need to provide their reciept or online order confirmation email as proof of purchase, and goods must be received back in their original, unworn and resalable condition (including tags, stickers, boxes etc).
When returning goods please ensure;
- All items are packaged securely and arrive back to us in their original, unworn condition. Including tags, boxes, casing, etc.
- Please do not tape or mark the original shoe box. We also request that they are returned with their original packaging box as we want to ensure that the shoe box is not damaged or crushed on re-delivery.
- Original shipping costs are non-refundable and the cost of return postage must be paid by the customer at the time of returning.
- Please note that exchange requests are not held. We suggest placing a new order for the new item to avoid missing out and requesting a refund for the returning item
Faulty or Incorrect Items
Please contact our Customer Care team via email at thebackwallcs@gmail.com or contact us during business hours on 0411245025. Please include your order number, and any photos, relevant information regarding the issue so that we can fix this as soon as possible.
Once investigated, we will be able to provide you with information on how to return the item.
*We will provide a free return slip for all faulty or incorrectly received items, so please make sure to reach out to us first.
If you have purchased an item from The Back Wall and it is not of acceptable quality or does not match the description. You may return the item to us and upon inspection you may request a:
- Full Refund;
- Replacement; or
- Store Credit.
and you must provide to us the:
- returned goods (post or instore)
Terms and Conditions
Returns must be:
- Returned in 30 days or less
- Unworn & Unmarked
- In its original condition
- In its original packaging and box
- Not defective as a result of misuse
- Tags still attached
- Box not damaged
- We recommend and encourage customers to try sneakers on carpet to ensure that dirt is not collected on the sole.