We offer refunds on change of mind purchases within 30 days, provided items are unused, unworn and in original condition. We recommend trying shoes on a carpeted surface to ensure they remain in a resellable condition.
When packing your return, please include your order number in the parcel along with all return items. Please note do not attach the returns label directly to shoe boxes or any any tape.
Click here to lodge your return.
If you purchased before the 12/5/26 and your order number has BC_ at the beginning please reach out to us via online@aquila.com.au
How to Return
You'll need your 6-digit order number from your confirmation email or Aquila account. Australian customers will receive a pre-paid return label via email once the return has been booked. Simply drop your parcel at any Australia Post red box or Post Office at your convenience.
Refund Options
Instant Refund — Get your money back in as little as 60 seconds, even before you've sent your items back. Book through the Refundid portal, link your BSB and account number, and ship your item within 7 days. Aquila+ members' free return is automatically applied when booking through the portal.
Standard Refund — Book via the Refundid portal, pack items in a satchel, and drop off at your nearest post office. Allow up to 10 business days for us to receive and process your return, you'll receive an email confirmation once done. Refunds are credited to your original payment method.
Afterpay Returns
Refundid will refund the full purchase value regardless of how many instalments you've paid. Once you receive your refund, log into your Afterpay account and pay off any remaining instalments.
In-Store Exchanges
We can process exchanges for store and online purchases paid by credit card. Afterpay and PayPal purchases are not eligible for in-store exchange.
Faulty Items
Lodge your claim via the Refundid portal with an image of the fault. Once your shoes arrive at our warehouse, they will be reviewed to determine whether the issue is a manufacturing fault. For in-store purchases, please email online@aquila.com.au with an image of the fault, your receipt, and a contact number.
Final Sale Items
Final sale items are not eligible for a refund. Please choose carefully.
Processing Times
Returns can take up 3-4 business days to reach our team. Please allow some additional business days for return processing during peak sales periods. Once processed please allow 5-7 days for the funds to appear in your account.
Condition Requirements
Items must be returned unused and unworn. We recommend that our shoes are tried on a carpeted surface to ensure that the shoes stay in a resellable condition. Items showing signs of wear will not be accepted and may be returned to you at your expense.
Questions? online@aquila.com.au