FREQUENTLY ASKED QUESTIONS

• 08/09/21: Our Greater New Zealand Stores Are Open

  Our stores outside of Auckland are now open to the public, with safety protocols in place to comply with government directives. Click here for more information on our in-store safety measures.
  
  

  Frequently Asked Questions

   

  Can I still return or exchange my item(s) outside of the 30 day period due to lockdown?

  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 & exchanges policy remains, but we won't count the days those stores are closed. Customers can head into their nearest store and our teams will happily process a return or an exchange. Find your nearest store here.

   

  How can I check if an item is available at a store?

  Our stores are currently receiving a high number of calls, and are unable to assist with any stock availability enquiries over the phone right now. The best way to find out whether an item is available in a particular store is to get in touch with our Online Customer Experience Team below. Alternatively, you can visit our store where one of our friendly team members will be able to help. Click here to find your nearest store.

  READ FULL ARTICLE
• COVID-19 Information - Online & In-store

  NZ Update: Our Auckland store is temporarily closed following Government directives. Click here for more information. All other stores are open with safety protocols in place to comply with Government directives.

  Delivery

  Due to extended COVID-19 lockdowns and high parcel volumes, there will be dispatch delays. Click here for more information.

  Returns & Exchanges

  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed.

  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.
  

  Click & Collect 

  Update: Click & Collect is unavailable at our Auckland stores. 
  Please see below for the latest update on our Click & Collect service:

  Area	Click & Collect Service
  NZ	Greater New Zealand: Available Auckland: Not available

   

  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

  Hand sanitiser will be available for all customers upon entry.

  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 because of COVID-19 restrictions, we are experiencing delays. Our team are working hard to ensure you get your order as soon as possible.

  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. We do our best to fill your orders from our New Zealand warehouses, but there are occasions when we fulfil from our Australian warehouses resulting in slight delays. This is to ensure you don’t miss out on anything you’ve ordered.
  
  2. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

  3. Delivery services do not run on National Public Holidays. Please click here for more information.

  4. 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.
  

  
  Need help tracking your order? Click here.

  READ FULL ARTICLE
• Why didn't I receive all of my items?

  Only received part of your order?
  
  We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over New Zealand.
  
  How does it work? If your order has been split into two parts and if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's the order is fulfilled from separate warehouses which means different dispatch times.
  
  Click here for steps on how to track your order.

  READ FULL ARTICLE
• 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.
  
  Updated as of 25/08/21: 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.

  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.

   

  How is the refund processed? 

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

   

  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.

  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