frequently asked questions
- What are the shipping rates?
Within NZ: $7
Within Autralia: $7
Outside of NZ and Australia: $12
- Do you ship internationally?
Yes, with the exception of Singapore.
- How can I track my order?
You will receive an email with your order number and tracking information when your order has been despatched. You can track your order using this information on the NZ post website.
- Will I have to pay any additional taxes or duties?
You may have to pay additional tax and duties.
- What if my order hasn’t turned up?
Use the tracking information on your order conformation email to track your order. You can also email us at firstname.lastname@example.org
- What is your return policy?
We will gladly accept return of UNWORN merchandise within 30 days from date of purchase. You will be responsible for the cost of your return.
- How do I return an item?
You can return your item by mail, please return footwear in original condition in the original shoe box and include your order’s packing slip or carton content label. Unfortunately we do not refund the original shipping charge. Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return.
- Can I exchange an item?
To exchange your order for the same item in a different size, colour or width, please return the shoes and contact our Customer Service team at email@example.com.
If you believe you have a fault on new or worn shoes, please return the shoes for inspection. We will determine your eligibility for a refund, an exchange or a merchandise credit. Please contact us for further instruction on returning faulty products at firstname.lastname@example.org
- How will I be refunded?
A credit will appear on your credit card.
- What if my item is damaged?
If your item arrives damaged, please email us at email@example.com
- What if I forgot my password?
You can reset your password by clicking on the sign in button at the top of the web page and clicking on forgot password.
- Can I purchase an item without an account?
When you make a purchase, we will automatically create an account for you.
- How do I set up an account?
You can either join our customer club programme or create an account when you purchase.