Shipping and Returns

Shipping

NEW ZEALAND

PLEASE NOTE WE ARE UNABLE TO SHIP TO PO BOXES, PLEASE PROVIDE A PHYSICAL ADDRESS FOR COURIER DELIVERY.

We offer free delivery within New Zealand. We pick and despatch our goods via Courier during normal working hours, Monday to Friday. Delivery will normally take place 2-3 business days after you place your order except for Rural Delivery customers who should allow 3-5 business days for delivery.

In most cases, we use PostHaste for all our deliveries; this is a SIGNATURE REQUIRED service. PLEASE NOTE when you sign for a parcel you are signing that you have received the goods in good condition, please do not sign for your goods until you have inspected them.

Deliveries normally occur between 8am and 5pm Monday to Friday. If no one is home, the courier will leave a card with instructions on how to obtain your parcel.

We are happy to deliver to an office/business address, but make sure you give us the full address including the company name and level we need to deliver to.

We must have correct and complete addresses, including a company name where necessary, and at least one contact telephone number.

OTHER COUNTRIES

We ship internationally to other countries by special order. Please contact us by email at contact@aboutshoes.co.nz if you would like to place an order for delivery to a country other than New Zealand.

While we will always strive to send your order within the quickest time-frame possible, however, we cannot guarantee delivery times.

All orders are sold and delivered from New Zealand. Orders delivered outside New Zealand are subject to shipping charges and may require you to pay import duties and taxes; if so you will be charged once your parcel has reached your country. Unfortunately we have no control over these charges. If you have any questions related to customs charges you are advised to contact your local customs office.

All sales are processed in New Zealand dollars (NZD). Be aware that your credit card company may levy additional charges when processing international transactions.

Returns

If you would like to exchange a product for any reason you are entitled to do so. Your return must be despatched within seven working days from receiving the delivery (however we appreciate returns from rural deliveries may take a little longer). Once the goods are returned to us in the original and unused condition we will repair, replace or refund the item, at our discretion. Shipping costs on returned goods to us are at the expense of the customer.

If the item is faulty we will refund to you the costs of returning the item and cover all shipping costs for the replacement or repaired item.

Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

Additional conditions may apply to special orders.

In certain cases, you may provide photographic evidence of damaged shoes in lieu of physically returning them. This is at our discretion, so check before sending any goods back to us.

Returns Policy

So you want to return or exchange your order?

If you have ordered footwear online from us only to find it doesn’t fit or is not suitable, we will exchange the size (subject to availability) or refund the purchase price of your footwear to your credit card once the goods have been returned to us in satisfactory condition. The returned footwear must be unworn, unmarked, in the original box and returned to us within seven days of receipt along with proof of purchase.

If you are returning an item because it is faulty, we will repair, replace (subject to availability) or refund the item, at our discretion, within 5 days of receipt.

If an item has been received by us and a refund is granted, this will be processed in the original form of payment within five working days. You will be notified via email to the address listed on your account (or returns form) when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from About Shoes.

You must meet the cost of shipping the goods back to us. We will meet the cost of shipping replacement or repaired shoes to you for New Zealand exchanges, but the cost of shipping replacement or repaired shoes for international exchanges must be met by the customer.

In order to return an item, please follow these steps: 

  • Package your product in the original shoe box and return via a parcel courier of your choice who will deliver to a PO Box address.
  • Please click here for downloadable returns form. Place the fully completed returns form in the courier bag (or other packaging) along with your receipt or proof of purchase.
  • For your protection, we advise that you return items via courier or registered mail. Please retain your postage receipt for tracking details. Send returns to:
    About Shoes
    PO Box 73-116
    Auckland Airport
    Auckland 2150
  • Keep a record of your shipment until you have received your replacement or refund.