Frequently asked questions


How much does shipping cost?

Shipping is $7 for all orders.

What if my order hasn't arrived?

Check our shipping timeframes, and try tracking your parcel on the NZ Post websiteIf your order doesn't arrive within these timeframes, please contact us with your order number.

What if I have questions about my order when it arrives?

Please contact us with your order number.


What's your return and exchange policy?

We happily accept unworn shoes returned or exchanged within 30 days of purchase. Online purchases can be returned or exchanged by post, or at any Ziera specialist store. 

How can I return or exchange the shoes I ordered?

Read more about our Returns and Exchange processes.

I paid by Paypal. Am I able to use the PayPal Refunded Returns programme?

Yes - you will need to log in to your PayPal account to request that. Read more about Paypal Refunded Returns.


Which payment methods do you accept?

What are Afterpay and Laybuy?

Afterpay and Laybuy are two services which allow you to buy now and pay later - they are both available online (and at this stage, Laybuy is the only one available in stores). Your purchase will be sent out to you immediately and you'll pay it off over multiple instalments, depending on which one you choose. 

Who can I talk to about an Afterpay or Laybuy instalment, payment or refund query?

You will need to contact Afterpay or Laybuy directly to discuss. 

Online safety

Is it safe for me to order online?

When you enter your information on our website we use Secure Sockets Layer (SSL) technology to protect the information as it is transmitted.

My account

How do I set up an account?

You can either join the Ziera Club or create an account when you purchase.

Can I purchase without an account?

No - though creating an account is very straightforward either through the checkout process as you pay for your purchase, or by joining the Ziera Club.

What can I do if I can't log in?

Please make sure you are using the same email address and password that you used when you registered with us - if you can't remember your password, you can type your email address in to the Forgot Password page and follow the instructions in the email you receive.

Ziera Club

How do I earn Ziera Points?

For every $20 spent you receive 1 Ziera Point. For example if you spend $200, you will receive 10 Ziera Points.

Where can I spend my Ziera Points? 

Your Ziera points will be deducted in the online checkout or in store.

Do my Ziera Points expire?

No they don't.

Do I need to have a minimum amount of Ziera Points to redeem them?

No, you don't.

I've provided my birthday. When will I receive my birthday voucher?

You'll receive a $20 voucher 2 weeks before your birthday, and we'll also enter you in to our monthly birthday prize draw.