FREQUENTLY ASKED QUESTIONS

• Delivery Information

  If your order is placed before 2pm NZDT on a business day (Mon-Fri), it leaves our warehouse the same day! Orders placed after 2pm NZDT or on weekends, will be dispatched the next business day.

  Orders with multiple items may be dispatched from separate locations and as a result, you may receive your order in multiple consignments. If this is the case you will receive separate tracking for each part of your delivery. 

  The delivery times below are estimates and can vary depending on your location.

  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

   We send regular tracking emails to keep you updated throughout your purchase journey.

  You will receive an automated notification (via email or SMS) from our delivery partners SEKO within 24 hours of your order being despatched.  

  Head over to the tracking portal here and pop your order number in (find this in your order confirmation email) to follow your Vans order!
  
  

  Only received part of your order?

  We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
  
  If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down.

   P.S Don’t forget to check your spam!

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• How do I track my order?

  For Standard Delivery orders, you will receive an automated notification (via email) from our delivery partners Courier-Post/SEKO within 24 hours of your order being despatched.  

  We send regular tracking emails to keep you updated throughout your purchase journey.
  
  Only received part of your order?

  We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.

  Head to our two tracking portals below and pop your tracking number in (find this in your order confirmation email) to follow your Skechers order.

  Courier-Post

  SEKO

  If you haven't received your order by the estimated delivery date, contact us below and we'll help track it down

   P.S Don’t forget to check your spam.

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• Returns Policy

  We know that sometimes an item may not fit or be right.

  If you're not 100% satisfied with your purchase, you can return your item(s) in-store or online within 30 days of the order receipt and we will be happy to provide you with an exchange, store credit or refund.

  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. 
  
  Note: If you placed your order using PayPal you can still take your item in-store to exchange over the size; you just can’t exchange it for a varied item or return it for a refund in-store just yet. Orders placed using a Gift Card are non-refundable.
  
  

  3 SIMPLE CONDITIONS FOR A SUCCESSFUL RETURN

  

  RETURNED WITHIN 30 DAYS OF PURCHASE

  Item(s) were purchased in the last 30 days and proof of purchase can be provided.

  

  ITEM(S) ARE UNWORN & UNDAMAGED

  Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached

  

  IN ORIGINAL PACKAGING AND CONDITION

  Item(s) are in original packaging or shoe box in their original condition
  
  
  

  	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 refunds are available. Exchange available for size online	Refund available. No exchanges

   

   

   REFUNDS

  Refunds will be processed via your original payment method;

  • Credit card refunds will be visible within 1-5 business days depending on your financial institution
  • PayPal refunds will be processed in your PayPal account 1-2 business days after we receive your returned item
  • Please note orders placed using a Gift Card are non-refundable 

  Online conditions:

  • Online refunds will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 2 business days.
  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Skechers team member to assist you.
  • Online purchases using PayPal can only be returned to the online store.
  • Please note purchases placed using a Gift Card are non-refundable.

  In-store conditions:

  • In-store purchases cannot be returned or refunded to the online store at this point in time.
  • If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.
  • Please note purchases placed using a Gift Card are non-refundable.

  
  EXCHANGES & STORE CREDIT

  In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our Skechers team to decide whether a full refund will be provided.

  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.
  
  

  FAULTY ITEMS

  Returns will be accepted on any faulty item(s) returned to any Skechers store within a reasonable timeframe.

  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 friendly Customer Experience Team with as much detail as possible about the order.

   
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• How do I book a return?

  If you're not 100% satisfied with your purchase, you can return your item(s) in-store or online within 30 days of the order receipt and we will be happy to provide you with an exchange, store credit or refund.
  
  Note. If you placed your order using PayPal you can still take your item in-store to exchange over the size; you just can’t exchange it for a varied item or return it for a refund in-store just yet. Orders placed using a Gift Card are non-refundable.
  
  

  3 SIMPLE CONDITIONS FOR A SUCCESSFUL RETURN
  
  

  

  RETURNED WITHIN 30 DAYS OF PURCHASE

  Item(s) were purchased in the last 30 days and proof of purchase can be provided.

  

  ITEM(S) ARE UNWORN & UNDAMAGED

  Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached

  

  IN ORIGINAL PACKAGING AND CONDITION

  Item(s) are in original packaging or shoe box in their original condition.

   

  HOW TO RETURN YOUR ITEM:

  You can return any item to us in-store, just be sure to meet the conditions above and bring your proof of purchase. 
  Find your nearest store here.
  
  To return to our online store:

  1. Ensure you meet our 3 simple conditions for successful returns.
  2. Contact our Customer Experience Team to organise a return.
  3. Pack your return in another carton or satchel to protect the original packaging.
  4. Print off a shipping label and attach it to the package.
     
     *Please note We reserve the right to reject any returns that do not meet these requirements

  
  WHATS NEXT?

  Please allow time for your return to reach our fulfillment centre. This time may vary depending on your location.

  If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.

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• How can I return if I paid via AfterPay?

  If you paid for your order via AfterPay, you are welcome to return your item in a store or you can post your item back to us! Take a look at our Return Policy to find out more information.

  When your refund is processed, AfterPay will send you an email and make the necessary adjustments to your payment schedule.

  For example, if you've made two repayments you will be refunded for those two payments and all further payments will be canceled.

  If the amount of your return is less than the amount owing on your payment schedule, please note that in this case no money will be refunded to your account and your remaining repayments scheduled will be recalculated to a smaller amount to reflect this return. 

  If you have inquiries in regard to payments, declined orders, or your Afterpay account, please contact Afterpay directly by phone 0800 461 268, or visit their contact page here.

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• How do I keep my Skechers clean?

  It is recommended to spray all Skechers shoes with our Rain and Stain Waterproof Spray prior to wearing. Give your shoes a thorough spray and leave to dry away from direct sunlight. A second coat is also recommended.

  To keep your shoes fresh and deodorized, we suggest using our Shoe Care Odor Eliminator Spray. It is specially formulated to keep Skechers shoes feeling and smelling fresh.

  Brighten and clean your shoes to look like new with our Shoe Care Athletic Cleanser Gel, specially formulated to brighten and clean leather, suede or fabric footwear. This is a perfect shoe conditioner for removing surface stains.

  Please see a break down of styles and recommended treatment below:

  Performance Shoes: Most Skechers GOwalk and GOrun shoes with non-leather uppers can be cleaned by using our Skechers Athletic Cleanser gel and a soft cloth. We do not recommend fully submerging your item in water or through the washing machine as this can compromise the material and stitching of the shoe.

  Air dry away from harsh conditions or direct sunlight for up to 12 hours to ensure your item is fully dry, do not place shoes in the dryer. Apply a fabric 'rain and stain' protectant to protect the shoes from stains.

  Nylon/Mesh Shoes: Most casual shoes can be cleaned using our Skechers Athletic Cleanser gel and a soft cloth. We do not recommend fully submerging your item in water or through the washing machine as this can compromise the material and stitching of the shoe.

  Air dry away from harsh conditions or direct sunlight for up to 12 hours to ensure your item is fully dry, do not place shoes in the dryer. Apply a fabric 'rain and stain' protectant to protect the shoes from stains.

  Skechers Memory Foam™ Insoles: For shoes with these amazing insoles, we recommend removing the insole from your shoes (yep that’s right, they’re removable) at least once every couple of months to allow this amazing technology to “puff” back to its original shape.

  This will allow your insole to breathe and assist with the longevity of your item. If you opt to clean your insoles, please be sure to let them air dry away from harsh conditions or direct sunlight for 10 to 12 hours to ensure the insoles are fully dry before placing them back in your pair. We would recommend using our Shoe Care Odor Eliminator Spray to finish.

  Leather Shoes: Apply our leather 'rain and stain' protectant before wearing. Use a leather cleaning lotion or spray to clean, our Skechers Athletic Cleanser gel would be ideal. Apply a leather lotion or oil periodically to keep the leather supple. Do not machine wash leather shoes.

  Suede or Nubuck Shoes: Apply a suede and nubuck-specific 'rain and stain' protectant before wearing in wet conditions. Use a suede/nubuck cleaning product to clean shoes. Brush with a suede brush for best results. Do not machine wash suede or nubuck shoes.

  Light-Up Shoes: Washing light-up shoes, in any capacity, is not advised as this will damage the lights irreparably.

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