FREQUENTLY ASKED QUESTIONS
Unfortunately, our courier partners are experiencing delivery delays due to a power outage that occurred on the 10th of June 2021.
We apologise for the inconvenience.READ FULL ARTICLE
Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery timesREAD FULL ARTICLE
What are your End of Season Sale Terms & Conditions?
Offer: Up to 50% Off Selected Styles. Offer is available from 8:00am NZST on 03/06/21 and is available for a limited time only.
Start shopping here.
Important to note:
- Offer is available online at www.skechers.com.au and in all Australian stores.
- Offer applies to selected styles on the website and in-store.
- Prices are as marked online and in-store.
- Offer is subject to availability and while stocks last.
- Due to the high volume of demand and if website difficulties are experienced Skechers cannot guarantee the availability of stock.
- Offer cannot be used in conjunction with other Offers.
- Offer is not available on the purchase of gift cards/eVouchers.
- Promotion may be extended or changed at Skechers discretion.
Please allow additional time for delivery during sale periods and public holidays as delivery times may vary.READ FULL ARTICLE
Are your stores open?
All Skechers stores are open and operating. Please see our COVID safe plan below:
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.READ FULL ARTICLE
How long does delivery take?
Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, there may be a delay in delivery time of up to 2-4 business days on top of our standard estimated delivery times below.
DELIVERY OPTION DELIVERY TIME ORDER OVER $120 ORDER UNDER $120 New Zealand Metropolitan Areas 3 - 5 Business Days FREE $10 New Zealand Rural Areas 4 -7 Business Days FREE $10
Important to note:
1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.
2. Delivery services do not run on National Public Holidays. Please click here for more information.
3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Skechers.
READ FULL ARTICLE
Need help tracking your order? Click here.
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
Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. *
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.
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 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.
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.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
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.
Third-Party & International Purchases
Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Skechers New Zealand; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.READ FULL ARTICLE
What is your Faulty Assessment process for online purchases?
We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.
You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments! If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Skechers Experts for a faulty assessment.
Alternatively, if you cannot make it to your local store, you may contact our Skechers Experts below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.*
*Please do not send the faulty product back without contacting us first.
* Proof of purchase is required to initiate a Faulty Assessment.
*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.READ FULL ARTICLE
The item I want is sold out?
If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.
We recommend giving our Skechers Experts a call on 0800 753 243 and press option 1 once prompted.
Our team will be able to look into stock levels for you and check if one of our stores has any stock left.