Returns Policy



Does it work for you? If the answer to that is no, then we're here to help. We're happy to accept change of mind returns within 90 days of purchase and will even provide a free, prepaid return shipping label. Please note that terms and conditions apply. We can offer any of the following options:


Rapid Exchanges

Going overseas soon? Got a race coming up? If you need to change out your item quickly, we can help with a Rapid Exchange.

How it works

  • Check that the item you want to return is eligible. See our full list of exceptions here.
  • Order the new item you want from our web store as you would normally, and we'll have it dispatched in 1 business day.
    (pssst! You can use the code FREEXPRS150 for free express shipping on orders over $150. Australian addresses only).
  • Fill out our return request form

  • Once you've filled out the form, we'll aim to get back to you within 2 business days with the information you need to send your item back to us, including a prepaid return label.
  • You can then send your item back to us. Once we receive your item, we'll issue a full refund.

This is perfect for situations where you're heading off on an adventure and need your exchange ASAP. With Rapid Exchange, you can get your new item right away and have some flexibility in returning the original. Just be sure to send it back within 14 days of receiving your return label. If you need extra time, reach out to us at returns@wildfiresports.com.au before placing your Rapid Exchange order

Exchanges

If you don't want to pay for your exchange upfront like we do with Rapid Exchanges, we can hold your new item while we wait for your old item to come back to us. Once we receive your old item, we'll send the new item out to you.

How it works

  • Check that the item you want to return is eligible. See our full list of exceptions here.
  • Check that the item you want to exchange to is in stock on our site, so that we can set it aside for you.
  • Fill out our return request form

  • Once you've filled out the form, we'll aim to get back to you within 2 business days with the information you need to send your item back to us, including a prepaid return label.
  • You can then send your item back to us. Once we receive your item, we'll send out your exchange item within 48 hours.

Store Credit

Maybe you're waiting for your size to come back in stock, or you want to try again in a few months. We can issue a store credit that you can use on our website, or in our store in Milton.

How it works

  • Check that the item you want to return is eligible. See our full list of exceptions here.
  • Fill out our return request form

  • Once you've filled out the form, we'll aim to get back to you within 2 business days with the information you need to send your item back to us, including a prepaid return label.
  • You can then send your item back to us. Once we receive it, we'll issue a store credit to your account.

You can login to your account here with the email address you used to make your order. If you didn't set a password, you can set one with the the reset password function.

Please note that store credit can be used for up to 12 months after it has been issued.

Refund

Maybe your plans changed, or those shoes were just never going to work. We can process a refund back to the method you used to pay for your order.

How it works

  • Check that the item you want to return is eligible. See our full list of exceptions here.
  • Fill out our return request form

  • Once you've filled out the form, we'll aim to get back to you within 2 business days with the information you need to send your item back to us, including a prepaid return label.
  • You can then send your item back to us. Once we receive it, we'll issue a refund back to the payment method for your order.

Please note to cover bank fees, return shipping, restocking your item, a $19.95 admin fee will be subtracted against the refund. This does not apply if you exchange the product, or request a store credit. There is also no admin fee if you return your item in person to our Brisbane store.


FAQ

I'm having a bit of trouble understanding this, who can I ask for help?

If you're feeling stuck or confused, we're always happy to walk you through any questions you may have. Send us an email at returns@wildfiresports.com.au, or call us on 07 3339 1433.

I'm worried about picking the right size!

If you worried about getting the right size, you can also use our Try 2 Anything Upgrade to try multiple items at once, and then easily return the ones that don't suit you.

We also curate our own size guides informed by measurements from our brands, and measurements we take ourselves. Click the "Size Guide" button on a product page to take a look.

If you're looking for some more advice on sizing, take a look at the right shoe project for some wisdom. You can also contact us any time.

Help! My order had wrong or missing items!

Oh no! If there's a mistake with your order, please email us at returns@wildfiresports.com.au right away. We'll aim to get you sorted out as quickly as possible.

Please email us clear pictures of your invoice, your order's packaging, and the items you did receive, along with their barcodes and/or sizing labels, so we can work out what went wrong.

I've made a mistake and need to cancel / change my order!

We aim to process our orders within hours of receiving them. If you need to cancel or change your order, please contact us at enquiries@wildfiresports.com.au as soon as possible. If your order hasn’t shipped yet, we’ll do our best to intercept it for you. Once dispatched, cancellations may not be possible, but we can still arrange a return in line with our returns policies mentioned above.

Do you have a store I can return my items to in person?

Our physical store is located in Brisbane. We're open from 8-5, Monday to Saturday, and closed on Sunday. Items returned to our store are not subject to any admin fees. Please also make sure to bring a copy of your invoice/receipt.

Refunds must be issued back to the same method used to pay for the item. We can only refund via EFTPOS if it is to the card that made the original payment. Online payment methods such as Apple / Google Pay, and PayPal may take additional time for our team to process.

If you purchased in-store with an AfterPay card, please follow these instructions so we can process your refund.

I'm tracking my parcel from you, and it says it's been returned to sender!

This will usually happen because a package was left unclaimed, or had an incorrect address. Contact us at returns@wildfiresports.com.au so we can take a look into it. After that, we can arrange to resend it to you for $9.95, or arrange a refund less a $19.95 admin fee.

How long do I have to pick up my click and collect order?

We'll try to get in touch with you if ten days have passed without your order being collected. If you need more time just let us know, but we do not hold orders past 45 days from the order date. Any orders left uncollected past this point will be refunded.


Terms and Conditions

Items we can't take back for a change of mind return

  • Final clearance items. We strongly recommend that you only purchase final clearance items if you are sure of your size for that model.
  • Shoes that have been worn outside, or on a marking surface. We will know. Please try on your shoes inside first to check they fit.
  • Electronics that have been turned on. This is due to privacy concerns and warranty continuity.
  • In-ear headphones, undergarments, and masks once packaging has been opened. This is for hygiene reasons.
  • All food items. This is due to food safety requirements.
  • Climbing / safety gear of ANY kind. This is for safety reasons.
  • Hydration products that have been filled with water. This is for sanitary reasons.
  • Books. Unless misprinted.
  • Custom or bulk orders.
  • Free items, Gifts, or Gift vouchers.
  • Any items that are otherwise not in their pre sale condition.

Things we can't refund/credit

  • We can't refund any shipping fees, whether for sending your order to you or returning it to us. Please use the return labels we provide, as we’re unable to reimburse costs for returns sent using your own shipping method.
  • Fees paid to third parties, such as import/customs fees.
  • Service fees, such as the Try 2 Anything upgrade.

Return shipping

  • Items under valued under $100 are not eligible for free return postage on a change of mind return. You can still return them, you'll just need to arrange your own return postage. Our team will advise you the best address to send your item back to.
  • Products being returned to us need to be securely packaged to protect them during transit.
  • We need the product's original packaging (ie, shoeboxes, or any other branded casing) back intact. Please don't mark or tape the packaging. If you apply tape to the product packaging or apply the return label on it directly, you will make us very sad.
  • If the packaging has been damaged in any of the above ways, we may have to charge a $9.95 relabelling fee, or we may not be able to accept the return at all. We understand that packaging may be damaged during shipping, but this won't apply if the damage occurs before it reaches you, or while it's being sent back to us. If you've got concerns about this, you can send us a picture of the packaging before you send it back.
  • Customers are eligible for 2 free returns labels every 12 months. After that any subsequent return shipments must be arranged and paid for by yourself.

Last updated: 28/03/2025 (Improved layout and wording)