FREQUENTLY ASKED QUESTIONS
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Please note:
For any orders placed over the Easter long weekend, please allow an additional 1-2 business days for delivery.
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Delivery Information
As advised by the New Zealand government, we're taking necessary measures to ensure the safety of our Kiwi team, customers and community.
As a result, your order will be fulfiled by our Australian warehouse. Orders placed after 20/03/2020 may experience delivery delays of up to 1-3 business days, on top of our standard estimated delivery time.
For any orders placed over the Easter long weekend, please also allow an additional 1-2 business days for delivery on top of the standard delivery times.We aim to deliver your order within the below delivery time frames.
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.
DELIVERY OPTION DELIVERY TIME ORDER OVER $120 ORDER UNDER $120 New Zealand Metropolitan Areas 3-6 Business Days FREE $10 New Zealand Rural Areas 5-9 Business Days FREE $10
We send regular tracking emails to keep you updated throughout your purchase journey.We send regular tracking emails to keep you updated throughout your purchase journey. For Standard Delivery orders, you will receive an automated notification (via email or SMS) once your order has been dispatched.
We currently use two couriers for all New Zealand orders so if your tracking number does not work for the Courier-Post portal, please use the SEKO portal.
Only received part of your order?
We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.
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If you haven't received your order by the estimated delivery date, contact the Customer Experience team below and we'll help track it down. -
A message to our Skechers community
To our valued Customers,
As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community.
To ensure we’re doing our part in protecting our team, customers and the wider community, we’ve made the difficult decision to temporarily close Skechers retail stores, effective immediately.
We will be closely monitoring the situation & will share further updates with you as to when our retail stores will re-open.
We’re pleased to remind you that you can still shop with us 24/7 at www.skechers.co.nz and can follow us on Instagram @skechernewzealand to stay up to date with the latest news and styles.Our customer experience team is also available & you can contact them below should you have any questions or concerns.
We hope to see you soon & thank you for your continued loyalty as we work through this together.
Team Skechers NZ.
We understand you may have questions, we’ll do our best to answer below:STORE CLOSURES
It saddens us to say, in line with direction from the NZ Government and to ensure the safety of our team
and our community, we’re temporarily closing our NZ stores effective Wednesday 25th March 2020.We’re closely monitoring the situation and will share further updates as they come. However, our online store is open 24/7!
DELIVERY
As advised by the New Zealand government, we’re taking the necessary measures to ensure the safety of our Kiwi team, customers and community.
To keep your shoes coming, we will be fulfilling orders from our Australian warehouse. This may increase delivery times by up to 1-3 business days, on top of our standard estimated delivery time.Also, due restrictions in the freight network, there may be further delays to your delivery. For regular delivery updates, check out our article here.
RETURNS
Can I return my in-store purchase online? Are your shoes not quite right or a bit tight?
We’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens. If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
CUSTOMER EXPERIENCE TEAMOur Customer Experience team are still here to have a chat about all things sneakers... or if you just need a friend.
They're practising social distancing in the comfort of their PJs at home. Operating hours are from 11 am - 7 pm (NZDT) Monday to Friday. Note there may be 1-3 delay in responding to your emails.
We’re all in this together.
Our number one priority is safety - for our customer, our teams and our community.
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Changes to Delivery Processes
Due to the increasing impact of Coronavirus, our delivery carrier Courier Post has made some temporary changes to their delivery processes to ensure the safety of our people and customers.
From the 16th of March, all courier delivery will follow the below process.
Delivery on signature required product
NZ Post couriers will knock on the door as usual and step back two metres. They will wait for someone to come to the door and greet as usual. They will then ask for the recipient's name and leave the parcel on the doorstep. The person receiving the parcel will not sign for the delivery directly.
If no one is home, then the courier will follow the standard procedure and leave a card to call.
Delivery on non-signature required product
NZ Post couriers will knock on the door as usual and wait for someone to come to the door. If no one is present, the courier will follow the standard process and leave the item in a safe place or leave a card to call if there isn’t a safe place to leave the parcel.
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For any further updates, please visit the NZ Post website for more information. -
How do I track my order?
We send regular tracking emails to keep you updated throughout your purchase journey. For Standard Delivery orders, you will receive an automated notification (via email or SMS) once your order has been dispatched.
We currently use two couriers for all New Zealand orders so if your tracking number does not work for the Courier-Post portal, please use the SEKO portal.
Only received part of your order?
We ship from multiple warehouses. You'll receive separate tracking emails and shipping times will vary depending on the location it has been dispatched from.
If you haven't received your order by the estimated delivery date, contact the Customer Experience team below and we'll help track it down.
P.S Don’t forget to check your spam.
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Changes to our Customer Experience Operating Hours
Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.
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We're operating from Monday to Friday from 11 am to 7 pm NZDT and we're here to help with your order, sizing questions and product recommendations as always!
We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time. -
Promotions
30% off Sport, Performance, Kids and Sandals: Offer valid from 09.04.20 to 13.04.20.
Start shopping here.Important to note:
- Selected styles only.
- Prices as marked. Whilst stocks last.
- This offer cannot be used in conjunction with any other promotional code on site.
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What is your latest in-store returns policy?
Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a store when trade reopens.
If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
We want you to be completely satisfied with our products and we will gladly accept returns within 90 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:
- Item(s) were purchased in the last 90 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time.Exchanges & store credit
In-store purchases that are eligible for return and within 90 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided.
Faulty itemsWe will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.
Please click here for more information on in-store faulty assessments.
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What is your latest online returns policy?
In light of stores & post offices closing for trade in New Zealand, we’ve extended the return policy period for an additional 60 days. This allows a total of 90 days to return your item(s). If we're closed for longer than intended, don't worry! When our doors reopen, we'll process your return as normal.
We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
Important to note! We do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.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
3 simple conditions for a successful return:RETURNED WITHIN 90 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 90 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
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 to the online store.
Exchanges & store credit
In-store purchases that are eligible for return and within 90 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.
Costs of returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) remain your responsibility until they reach our warehouse.
Faulty items
Returns will be accepted on any faulty item(s) returned 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 Customer Experience team 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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