FREQUENTLY ASKED QUESTIONS
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What are your Labour Day operating hours?
Our dedicated Skechers Experts will be available via phone and live chat between 12:00 pm - 7:00 pm NZDT on Monday, 8th of March 2021.
Visit our Contact Us page to connect with the team.
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Are your stores open?
Update: Following recent announcements on the easing of restrictions, our Auckland stores will effectively reopen on Sunday the 7th of March 2021 with safety protocols in place to comply with all Government directives. Please see below for our COVID-safe plan.
Hygiene and social distancing measures
To help make our stores safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Introduce a limit to the number of customers in-store at any given time.
Our stores will have signage displayed with the max capacity allowed in-store at any one time.
If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
Maintain 2 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the store
A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain 2-metre distance to comply with social distancing! We will also have disposable try-on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.
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What is your latest Returns Policy for online purchases?
Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.
We're constantly checking Government updates and directives, so if a town, region or city-wide lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
3 simple conditions for a successful return:
RETURNED WITHIN 30 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
Item(s) are in original packaging or shoebox in their original condition
Please note that all returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *
Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
*We reserve the right to reject any returns that do not meet these requirements.
RETURN OPTIONS
CREDIT CARD PURCHASES PAYPAL PURCHASES AFTERPAY PURCHASES RETURN ONLINE Refund Available Refund Available Refund Available RETURN IN STORE Exchange, store credit or refund available. No refund available.
Exchange available for size only.Refund available. No exchanges Online conditions:
Online purchases using credit/debit cards may be refunded or exchanged in-store or online.
Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
Online purchases using Afterpay can be returned online and in-store.
Cost of returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged here.
Please note that all online returns must be sent from at your local post office. We do not accept direct returns to the warehouse.Refunds
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Our top tip is to keep a note of your return tracking number, that way you can track your order and see when it reaches us.
Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Faulty items
If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.
If this is the case, please contact our Skechers Experts below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.
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What is Skechers Insider?
Skechers Insider is our Loyalty Program. As a Skechers Insider, you'll receive all the below rewards and benefits!
* After your first purchase as a Skechers Insider, you'll receive a $20 reward towards your next spend! (valid for 6 months)
* Exclusive member offers
* Invitations to VIP events
* Notifications of new products available
* Access to competitionsClick here for more information on how to sign up as a Skechers Insider!
You can read our full Skechers Insider Terms & Conditions here.
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I'm already signed up, how do I become a Skechers Insider?
If you are an existing email subscriber who has previously made a purchase:
Existing subscribers with a unique customer ID (allocated to you after making a purchase with Skechers) will be contacted by Skechers regarding their inclusion in the Program as an existing subscriber. You will have the opportunity to notify Skechers if you don’t want to be included in the Skechers Insider Program. If you join the Skechers Insider Program via this method, you will receive an immediate $20* Reward that is valid for 2 weeks from the date the Reward is issued to your Member account. You will receive an email from Skechers once your Reward is ready and available for use.
If you are an existing subscriber who does not have a unique customer ID:
You will be notified of the Skechers Insider Program via an email from Skechers New Zealand and will be prompted to join as a New Member.
*Rewards can only be redeemed on transactions of $100 or more and cannot be split across multiple orders
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How do I redeem my Skechers Insider reward?
In-store: Simply provide your Skechers Insider email address, and our in-store team will apply your reward to your purchase if it is above $100.
Online:
If you do not have an account, create one here.
Already signed up in-store and made a purchase? Make sure you use the same email address when creating your online account.
Sign in to your account and your reward will be available to use.
When your total cart exceeds $100, you will be able to redeem your reward before you place your order.
At checkout, click "Apply $20.00 Skechers Insider Reward"
Your reward is applied proportionally across the products in your cart based on the value of each item. For example, if you purchase a pair of shoes and a pack of socks, you might see the bulk of your $20 reward being applied to your shoes, based on the value of this item being higher.
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When will I receive my Skechers Insider reward?
You'll receive an email notification when your reward is ready to redeem! There's no voucher or PIN required. When logged into your online account, it will be available to redeem at the checkout. Simply click "Apply $20.00 Skechers Insider Reward" to apply the voucher to your order.
Please note it may take 48 hours for the reward to reflect in your account.
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