Shipping & Returns

Shipping and returns

Shipping

Costs and destinations

We ship to most countries, using NZ Post or Courier Post.

Shipping to a New Zealand address is free for orders over $200 and $7 for orders $199 or under. Shipping is $12 to destinations outside of NZ or Australia. If you are shipping to an Australian address, please visit our Australian website.

Timeframes

Orders are usually sent within 1 business day. We'll send a confirmation email with your order number and parcel tracking information when your order is on its way - you can then track your parcel on the NZ Post website. It will usually be with you 3-10 business days after you receive the email with tracking number. 

If your order doesn't arrive within these timeframes, please contact us with your order number.

Parcels will need to be signed for when delivered

If no one is available at your address to accept the delivery, you will receive a 'Card to Call', advising you that the parcel has been redirected to NZ Post/Courier Post premises. In that case, please contact them to rearrange delivery or when you can collect. If you have/get a free NZ Post online account you can also use their Parcel Leave service - this gives your permission for the parcel to be left for you even if you aren't there to receive it.

Damaged or incorrect orders

If your order arrives and it is incorrect for any reason or damaged in any way, please contact us.

Additional taxes or duties

There are no additional taxes or duties required to the best of our knowledge. If there are taxes or duties, you will be responsible for these.

Countries we don't ship to

We don't ship to Singapore, Thailand and some nearby countries - we recommend our stockist, The Shoe Co, for customers in this region.

 

Returns & exchanges

Our 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. 

Returns process

Please return your shoes in the original shoe box with your order's packing slip or carton content label. The address and further instructions will be on the form included with your order.

You are responsible for the postage costs of your return - unfortunately we can't refund the initial shipping cost. If you have paid for your purchase using Paypal, you may be able to request a refund for the return costs through the PayPal Refunded Returns programme once the return process is complete - you can request this directly through the PayPal website.

Please allow up to 2 weeks for the return to be processed - we'll email you to confirm it has been done.

Exchange process

To exchange your order for another pair of shoes (e.g. a different size, colour or width) please visit your nearest Ziera Specialist Store or contact us. The address and further instructions will be on the form included with your order.

Defects or faults

If you believe your:

  • new shoes are faulty, please contact us and return the shoes for inspection. We'll assess whether a refund, an exchange or a merchandise credit is appropriate.
  • worn shoes are defective, please contact us. You may need to return the shoes for inspection.

Refunds

If you are refunded, a credit will appear on your credit card, Afterpay, Laybuy or Paypal account as relevant.